CREDIT CARD Gold Monitor Awards

Transcription

1 CREDIT CARD Gold Monitor Awards 2015 Award Winners

2 About Us Corporate Insight provides competitive intelligence and user experience research to the nation s leading financial institutions. For over 20 years, the firm has tracked technological developments in the financial services industry, identifying best practices in online banking and investing, online insurance, mobile finance, active trading platforms, social media and other emerging areas. There are no assumptions in Corporate Insight s work we use live accounts at all of the firms we research, providing our clients with unparalleled, unbiased intelligence on the competition. Press Coverage Promote Your Firm s 2015 Gold Monitor Awards! Corporate Insight is happy to assist all Gold Monitor Award winning firms in promoting their honors. For more information and to see examples of past promotions, contact us at PR@Corporateinsight.com. Connect With Us

3 Bank Monitor Awards Welcome to the fourteenth annual Credit Card Monitor Awards. This slide deck highlights the best online and mobile card tools and features offered by card issuers in a variety of key areas. The categories selected for this annual report cover both public and private site features, including the account maintenance capabilities that most impact the client experience. 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. For features and tools that we consider outstanding within each category, we distribute Corporate Insight monitor awards in gold, silver or bronze based on quality. The Gold Medal is reserved for the most robust and valuable tools, ones that most closely achieve the ideal combination of important features and intuitive functionality. For tools that offer good value but lack some of the outstanding attributes of the best tools, we award a Silver Medal. For features that, while imperfect, still offer card holders a strong or valuable experience or service, we award a Bronze Medal.

4 Category Overview Card Comparison Tools Balance Transfers Transaction History and Search Tools Statement Centers Alerts Private Site Help Card Payments Mobile Self-Service and Help Promote Your Firm s 2015 Gold Monitor Awards! Corporate Insight is happy to assist all Gold Monitor Award winning firms in promoting their honors. For more information and to see examples of past promotions, contact us at PR@Corporateinsight.com.

5 Card Comparison Tools Card comparison tools help prospective customers determine the products that best fit their needs by providing a side-by-side comparison of selected cards. Leading firms allow users to select the cards they would like to compare and enable visitors to adjust the comparison group without having to exit the tool. Card comparison tools should offer a table with a range of comparative data points and attributes, thereby providing a full narrative of the selected card products. This year, we account for responsive design, and firms who use responsive design benefit in our rankings. Chase wins the gold in this category for a second consecutive year.

6 Transaction History and Search Tools For this category, we review recent transaction sections based on the usefulness of the transaction table and the features accompanying this standard tool. Attributes judged in this category include the length of available account history, sortable data points provided, information offered for each transaction and search & filter capabilities. This year, we also grade firms on whether or not they allow clients to initiate a dispute from the transaction table. American Express earns a fourth consecutive gold, as it continues to offer a uniquely robust, well-designed transaction history with extensive search and filter capabilities.

7 Statement Centers Statement Centers are reviewed with an eye toward the length of the statement archive provided both on the web and in smartphone apps. Additionally, we look specifically for PDF statement downloads and the ability to suppress paper statement delivery online. Leading firms offer extensive archives, allow users to receive paper and PDF statements and furnish smartphone users with the same number of PDF statements that they offer on the web. We no longer reward firms for offering the ability to order a copy of past statements, as the online archives have grown so extensively that the utility of such a tool has been greatly lessened. Earning another gold medal, Chase s impressive statement archive and delivery preference options continue to make it a leader in this particular category; Chase makes the same number of statement PDFs available within its smartphone apps as it does on the web.

8 Card Payments Design elements are factored into this essential account tool, though the focus of this category is on the information included within the payment process, such as the availability of embedded account data and the presence of pre-defined payment options. The flexibility of payment scheduling and the number of payment sources a client can register are also examined, along with information on payment history and pending payments. Additionally, we grade firms on their smartphone card payment interfaces, looking at the automatic payment options and ease of scheduling. Capital One moves up from a silver to a gold, with its intuitive mobile payments platform complementing its solid web platform. Users may make automatic payments on both.

9 Balance Transfers Balance transfer tools allow clients to easily consolidate outstanding debt. All-encompassing tools offer multiple transfer options to clients, including the ability to deposit money into a linked checking account and the ability to facilitate the consolidation of multiple transfers simultaneously. Leading firms offer a user-friendly tool, providing a variety of information about each option. This year, we reward firms who allow clients to make balance transfers in their smartphone apps as well as through the web. The gold medal is awarded to Discover, as one of three firms facilitating mobile balance transfers.

10 Alerts Account alerts enable card holders to monitor their accounts passively on an on-going basis. Users should be able to send alerts to multiple addresses and platforms, such as through , via SMS messaging and as push notifications from a mobile app. This category also examines alert history. Leading firms offer an alert center designed to adjust or update nearly all alert functions within a single interface. Chase wins the gold medal, offering many of the alerts we deem most essential both on the web and in apps. The firm allows users to set up push notifications, s and SMS alerts from the web and the smartphone app, rather than segmenting delivery settings (like most competitors), which helps it win the gold.

11 Private Site Help This category includes a variety of help tools, including section-specific help, FAQs and live chat, in addition to an all-encompassing help center. The best help tools load as pop-ups that allow information or instructions to be viewed without navigating away from the page. Conveniently placed help links and features, such as a glossary or search tool, contribute to a firm s performance in this category, as does the presence of contextual help. Discover leads the way with gold again by offering a centralized help center with numerous FAQs to explain online account management.

12 Mobile Self-Service and Help This category is new for the 2015 awards. We reward firms for offering several self-service options on smartphone apps, such as the ability to order new cards, report cards lost or stolen, update contact information, and change login IDs and passwords. While these attributes are less heavily weighted, we also rank firms based on the help resources they offer in their mobile apps, looking for firms that offer standout resources like extensive FAQs, live chat or similarly helpful experiences. USAA takes home the gold medal, offering clients 11 self-service options on the iphone app. The firm also offers an automated assistant that responds to voice commands.

13 2015 Top Gold Medal Winners Chase Discover In the 2015 Credit Card Monitor Awards, Chase leads with three gold medals, followed by Discover with two and American Express, Capital One, and USAA with one each.

14 Contact Us Doug Miller Director of Research Connect with Doug Connect With CI