Anyone can simply claim to offer the best customer experience in the business, and most brands usually do express this sentiment. It is another thing entirely, however, for a brand to actually be recognized by legions of satisfied consumers who truly value the customer experience that is delivered.
This is a level of customer experience excellence that many brands strive to achieve and, according to J.D. Power, it is one that Discover has now officially attained.
This is also a significant development for Discover because the type of authority that J.D. Power wields can bestow a great deal of industry respect on those honored with its Voice of the Customer endorsements.
Discover led the J.D. Power 2015 U.S. Credit Card Satisfaction Study after the opinions of over 20,000 credit card holders were solicited, which is a testament to the excellent customer experience that the brand really does offer.
"Customer loyalty is our top priority as a company and feeds into everything we do,” Roger Hochschild, Discover President and COO, told Loyalt360. “We bring a relentless focus on the customer to every part of the business - whether that's service from our 100% U.S-based call centers, through our generous rewards programs and our industry-leading online and mobile functionality.”
As a testament to its success in these areas, Discover bested its industry competition in every category.
“What's great about the results in this year's J.D. Power Study is that we were #1 in all six categories they measure, and had the highest score ever recorded in the nine-year history that J.D. Power has measured credit card satisfaction," Hochschild continued.
Awarded a score of 828 out of a possible 1,000 points, Discover was recognized as the leading credit card for terms, billing and payment, rewards, benefits and services, problem resolution and channel activities.
“The recognition by J.D. Power as a leader in customer satisfaction with credit card companies in the U.S. would not be possible without our tremendously loyal cardmembers,” said David Nelms, chairman and CEO of Discover Financial Services. “Discover has all of its call centers here in the United States, and our employees pride themselves on creating the best possible experience for our cardmembers.”
Since its inception in 1986, Discover has been committed to offering the best possible customer experience. It does this through a company culture that values listening to what their customers have to say and by developing products they actually need.
To this end, Discover was the first major credit card to offer a rewards card with no annual fee and free FICO® Credit Scores.
It also currently offers a flexible loyalty program and a number of other valuable benefits including different cards that provide various offers including a 5% Cashback Bonus on a rotating group of product categories, in-flight Wi-Fi credits, double airline Miles for new members, and more.