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| More satisfied with smaller credit card providers | |
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An american based company, the CFI group, have come up with a National Customer Satisfaction Index for credit card providers. They’ve come up with some interesting results, which anyone who is looking for a credit card, should heed. Customer satisfaction was rated on a 0-100 point scale - with the main 5 high street credit card providers being assessed, as well as a category of smaller operators. The 5 largest are as follows:
These 5 credit card providers account for over 50% of the market. The results are as follows: - Average consumer satisfaction was 73 on the 100 point scale - The best single provider was HSBC - with 73 (the group of smaller providers received the highest consumer satisfaction score) - Barclays received the lowest score - with 68 - All companies received a relatively high level of complaints - with Lloyds TSB and HSBC being the highest (15% and 12% respectively) - HSBC was shown to handle the complaints relatively well - the handling score was better than Lloyds TSB - Smaller companies had much better levels of consumer satisfaction than the main credit card providers - Although most respondents are not likely to change credit card providers over next few months, Barclays was the most popular choice to switch to. - Most credit card providers still score low on how environmentally friendly they are, with most still being very environmentally unfriendly - and still sending out paper statements. The research suggests that credit card providers still have a lot of work to do - and should be making more of an effort to reduce the number of complaints, and working on how they deal with them satisfactorily. |
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