For the fourth consecutive year, Discover was recognized as the best online bank, offering one of the best CD accounts for 2016, according to GOBankingRates’ fourth annual “Best Banks” series. Direct customer engagement is a crucial tool in Discover’s success.
Discover also offers Cashback Checking which rewards customers for every debit purchase, check cleared, and online bill payment. Cashback Checking is currently available to all Discover credit card members and deposit account owners. Bank customers can easily access all of their account information on the go with Discover’s mobile app and have peace of mind knowing they are secure with proactive fraud monitoring and $0 liability protection.
“We’re thrilled that GoBankingRates recognized Discover as one of the best online banks and CDs for 2016, highlighting our customer service, rates, and online accessibility,” Brian Hughes, Senior Vice President of Deposit Products at Discover, told Loyalty360. “Award-winning customer service and convenient online accessibility are just a few of the ways we’re putting the customer first. We’re always responding to what works best for our customers through direct engagement, among many other
ways, and converting that feedback into a more rewarding online banking experience for our customers.
Hughes explained that Discover values customer feedback through a number of channels, whether that’s 24/7 customer service, social media, digital channels, customer research, post-call surveys, or online feedback opinion polls.
“We analyze thousands of phone calls per month for feedback, and our employees also take part in call listening sessions to hear and learn from customer interactions first-hand,” Hughes said. “Listening and responding to our customers is critical to ensure we are providing them with the best online banking experience.”
Hughes said Discover tracks more than 100 metrics to measure the online customer experience, some of them in real-time.
“We have teams on staff 24/7 to respond to issues,” Hughes explained. “We use a number of tools and methods to track online customer experience. Website traffic and activity is monitored to see what areas of the site matter most to our customers and how we can better enhance their time on our site. We have online feedback opinion polls to gather feedback. Call wait times and online/social media response rates are reviewed to make sure we’re getting back to customers in a timely, clear, and efficient manner. We also track online traffic to specific FAQs to see which questions matter most to our customers and how we can better help serve them.”
Customer loyalty is paramount to Discover, Hughes noted.
“We were built on putting the customer first by leading the industry in offering 24/7 customer service, or responding to consumer feedback and being the first to offer a no annual fee credit card,” Hughes explained. “As we continue to grow our products as a direct bank, so too does our customer service, which has strengthened throughout the years to now offering all U.S. based customer service and recently recording the highest ever customer satisfaction score in the 2015 J.D. Power Credit Card Satisfaction study. It’s our hope that customers will stay with us for all of their banking needs as we grow and become a one-stop-shop for online banking. As our customer preferences change, so do our business practices. We’ve increased our customer service through online direct chats and within our social media channels, all while keeping our customers our No. 1 priority.”