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2016 Monitor Awards Gold Winners: Credit Cards

Welcome to the fifteenth annual Credit Card Monitor Awards, which highlight the best online and mobile credit card tools and features offered by card issuers in six key areas. The categories selected for this annual report cover only private site features, including the account maintenance capabilities that most impact the customer experience. In this report, we provide examples of the best in class for each of the online and smartphone tools covered and explain why we consider these features to be industry leaders.

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2016 Monitor Awards Gold Winners: Credit Cards

  1. 1. Credit Card Monitor 2016 Gold Medal Winners
  2. 2. Corporate Insight provides competitive intelligence, consulting and user experience research to the nation's leading financial, health and education institutions. For more than two decades, the firm has tracked technological developments in the end-user online experience, identifying best practices in online financial services and investing, mobile finance, social media and other emerging areas. Corporate Insight offers subscription-based Monitor services in 14 verticals, including banking, healthcare and alumni relations, along with custom research, digital capabilities audits, special studies, user research and other consulting services. The firm helps its clients— including 70% of the financial services firms in the Fortune 500—to remain at the forefront of industry trends and improve their competitive position. About CI 2 Connect with CI
  3. 3. Welcome to the fifteenth annual Credit Card Monitor Awards, which highlight the best online and mobile credit card tools and features offered by card issuers in six key areas. The categories selected for this annual report cover only private site features, including the account maintenance capabilities that most impact the customer experience. In this report, we provide examples of the best in class for each of the online and smartphone tools covered and explain why we consider these features to be industry leaders. The Gold Medal is reserved for the most robust and valuable tools, those that most closely achieve the ideal combination of important features and intuitive functionality. The Silver Medal recognizes tools that offer great value but lack some of the outstanding qualities of the best tools. Lastly, the Bronze Medal goes to those tools or features that are imperfect but still offer card holders a strong or valuable experiences. Credit Card Monitor Awards 3 Connect with CI
  4. 4. Medal Chart 4© CORPORATE INSIGHT Firm Medal Count American Express Bank of America Barclaycard US Capital One Chase Citicards Discover U.S. Bank USAA
  5. 5. Category Overview Promote Your Firm’s 2016 Monitor Awards! Corporate Insight is happy to assist all award-winning firms in promoting their honors. For more information and for examples of past promotions, contact us at pr@corporateinsight.com. Transaction History and Search Tools Statement Centers Card Payments Private Site Help Mobile Self-Service and Help Balance Transfers
  6. 6. Transaction history and search tools enable customers to monitor recent transactions, and this category examines the functionality, depth and quality of transaction history offered to clients. Within this category, we also consider the ease with which clients can file disputes from the transaction history page. The information provided with each transaction is the most important factor in our weightings, followed by the archive length and the ability to sort and filter transactions. Transaction History and Search Tools 6 American Express wins the gold medal by allowing users to dispute transactions directly within the expanded transaction detail and by offering extensive trends summary graphs, tables and charts. © CORPORATE INSIGHT
  7. 7. Statement Centers 7 This category recognizes private site statement centers that are easily accessible, provide readily available monthly account statements in digital form and offer card holders the option to enroll in paperless delivery. Firms receiving a medal in this category must offer a significant online statement archive and supply a private site paperless enrollment function. © CORPORATE INSIGHT The gold medal winner, Chase, provides an extensive interface with access to seven years of account documents.
  8. 8. Card Payments 8 As scheduled payments have become standardized, firms should dedicate more effort to the complementary features of their payment interfaces to distinguish their products, from future payment capabilities to flexibility of payment options. The leading payment interfaces offer customers a mix of account data, including the payment due date, minimum payment amount, previous statement information, current balance and date of most recent payment. We continue to take into account the growing importance of mobile banking for credit card customers, considering mobile capabilities as a part of this category. The ability to submit and process payments seamlessly across both web and mobile channels plays a factor in this year’s assessment. © CORPORATE INSIGHT Gold medal winner Citicards offers a straightforward payment interface that allows users to make immediate, future and recurring payments online as well as a full payment activity interface with past and pending payments.
  9. 9. Balance Transfers 9 Balance transfers let customers consolidate balances onto a single card. As firms continue to merge the desktop and mobile site experiences, this year’s awards incorporate whether customers can transfer balances within the mobile app—a feature offered by only three firms in the coverage group. © CORPORATE INSIGHT Gold medal winner Discover’s overall excellent interface presents transfer offers with great detail and includes a thorough savings calculator that lets users compare available offers. In addition, the firm allows users to complete balance transfers within its mobile app.
  10. 10. Private Site Help 10 Private site help facilitates a card holder’s experience, maintaining a comfortable journey servicing a card and receiving help online. The best firms offer help in a centralized location, with the ability to view context-specific help as card holders navigate through the private site and the ability to reach a live customer service agent. © CORPORATE INSIGHT Gold medal winner Discover provides exceptional private site help in many forms, including live chat and contextual help tools. Discover prevails for its strong site search tool and FAQs in a universal help center and embedded, contextual FAQs.
  11. 11. Mobile Self-Service and Help 11 Today, every credit card issuer offers a smartphone app through which users can check their balances, review transactions and pay their bills. Self-service options and account help availability, however, is less consistent. While not options that users need every day, self-service features can easily be performed on a smartphone. Offering these options enhances the omni-channel experience and allows mobile-only users to perform these tasks quickly. © CORPORATE INSIGHT Gold medal winner USAA offers the most self-servicing options in the coverage group and provides an automated assistant tool that answers all questions, provides contact information and directs users to different areas in the app.
  12. 12. 12 Connect with CI Senior Research Associate Bank Monitor and Credit Card Monitor 646-929-5151 mbarthold@corporateinsight.com Meredith Barthold Contact Us

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Welcome to the fifteenth annual Credit Card Monitor Awards, which highlight the best online and mobile credit card tools and features offered by card issuers in six key areas. The categories selected for this annual report cover only private site features, including the account maintenance capabilities that most impact the customer experience. In this report, we provide examples of the best in class for each of the online and smartphone tools covered and explain why we consider these features to be industry leaders.

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