Not new but just noticed 2011 awful industry cust satisfaction numbers

All about Discover & Diners Club - talk about their credit card deals such as the More, Miles, Escape, and others.
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Not new but just noticed 2011 awful industry cust satisfaction numbers

Postby Iroquois » Thu Jan 19, 2012 4:08 am

While this is old information from 2011, I just came across industry numbers showing overall customer satisfaction had fallen with credit cards. 77% in one survey show people not satisfied with their cards.

Only 11% were satisfied with problem resolution.

Discover does reasonably well overall in an industry that sadly underperforms, even though my personal experiences with Discover indicates poor processes and failing grades on performance and responsiveness.

But standing back and looking the the big picture: if your car starts 12 out of 100 times and the other guy's only starts 11 out of 100 is that worth talking about or good ? And how long do those 88 people who's car didn't start in this analogy remember that for or talk about that with other people, even if things get fixed?

What an opportunity for someone to move market share !

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Postby FutureBillionaire » Wed Jan 25, 2012 5:52 pm

I agree with your last comment. I have always had good interactions with Discover and American Express.
Gas: Discover It, Penfed Platinum Rewards x2, Chase freedom, Citi TYP
Plane tickets: CSP
Groceries: AMEX BCP, Penfed Platinum Rewards,Citi TYP
Clothes: Express, Amex BCP, Discover IT
Amazon: Citi Forward, Cash +
Restaurants: Citi Forward, Chase Freedom, Discover IT, CSP
Hotels and other travel: Discover Escape, CSP
Movies: BofA travel rewards visa signature(fandango), Discover IT, Citi Forward, Freedom
Bars, clubs, tomfoolery: CSP, Citi Forward, Discover IT, Freedom
Balance transfers: Kroger 123 rewards
Bill Pay: Chase Ink Plus, Citi Forward
Everyday spending: Bofa Accelerated cash rewards amex, Discover Escape

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My experiences with DiscoverCard have not been good at all/ Amex OK/ Bankcards great

Postby Iroquois » Thu Jan 26, 2012 3:00 pm

Interesting that well over 85% of large national surveys walk away from dealing with customer service unhappy.

My experiences with Discover have been poor, and they ended up in the back of the wallet as a result. Amex has been good for me but the national press about them skewering credit lines at the start of the financial meltdown has to make one concerned about the reliability of the smaller issuers like Amex and Discover. Interestingly, both Amex and Discover appear to have tighter credit policies too.

All that said, the reasons for getting a card and using a card have to be centered on merchant acceptance, credit or spending availability granted to the consumer and fee/APR pricing. Little else really matters and from that perspective Discover is last on the list in my opinion

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Postby jeffysdad » Thu Jan 26, 2012 3:33 pm

Some thoughts...

Amex tends to do well in customer satisfaction surveys because people perceive their cards to be "premium" thanks to Amex branding and advertising. Many of their cards come with annual fee. Dissatisfied customers have a choice of nursing the hurt of having paid a fee for something they're not happy with or altering their perception of their experience (subconsciously) to one that is more positive. I suspect the majority do the latter.

Many Discover cardholders likely could be described as idealists, or at least those who see themselves following their own path. Discover is the least "mainstream" of the major cards. People who choose to use this card and then have a bad experience likely would experience more dissonance than someone who just chose any old card. Again, they're likely to subconsciously alter their negative perception of the card to one that's more positive in order to avoid this dissonance.

Bank cards. People hate the banks (not me, really, other people). They're likely to find fault readily with even small issues and hold on to them. Visa and MC don't have the well defined brand images that Amex and Discover have. Does one appear to have more affluent customers, more adventurous customers, than the other? I don't think so. People don't have an emotional investment in the brands because of this.
American Express: Blue Cash Preferred (groceries, 6%; gas, department store, 3%); Gold Delta SkyMiles (Delta Air Lines, 2 miles/dollar, free checked bag).
US Bank: Cash+ (utilities, phone, internet, restaurant, 5%; drugstores, 2%).
FIA Card Services: Fidelity Amex (everything, 2%); Fidelity Visa (everything, 1.5%).
Chase: Freedom (rotating, 5%); Amazon (, 3%); PriorityClub (IHG hotels, 5 points/dollar); Sapphire (not in use).

*All cards are registered with PriorityClub IDine program for 8 points/dollar at participating restaurants.

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Postby CC Deville » Sat Jan 28, 2012 9:07 pm

Heh. Your dislike of Discover is absolutely delicious. I have to say, given that you reside in Chicago and Discover is right in your own backyard, I would have hoped that you would be more supportive of them.

And I agree with Jeffysdad: most Americans dislike and distrust most large corporations: UAL, American Airlines, GM, Ford, Citibank, BofA, AT&T, Verizon etc etc etc. I am not saying that these larger companies don't always deserve the negative grades they get; however, I also think most Americans are the hardest to please winey arsed humans on the planet. Keep in mind a lot of the hatred of the big banks right now is also a courtesy of the current administration. Hoping to satisfy the most basic and lowest emotions of simpleton voters, they have focused their engergy on the big, bad, evil banks (the same banks that were told to lend to anybody with a pulse and SSN) instead of focusing on our failing health, failing education, growing debt etc. etc. etc.). Banks are out to make a profit. America is a capitalist country. America is also a free country; don't like BofA? Then switch to another bank or credit union. Americans should speak with their actions (by taking their business elsewhere) rather than complain about it.

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Postby Money card » Sun Jan 29, 2012 10:09 pm

the 1 mistake Discover made was when they changed this season, they changed the whole rotating category when all they had to do is change the caps. for example I believe April, May and june of 2011 was 5% back on drug stores, grocery stores and home improvement. they could have given card members the same thing this year with a higher cap. the beginning of last year I believe was restaurant and travel, this year is movies, museums and gas.

just my thoughts. I would like everybody to be treated fair for whoever has a Discover more. some people like grocery stores, some like gas stations, some like drugstores, some like restaurants, some like home improvement, some like clothing.

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You get what you measure....results are results... good or bad

Postby Iroquois » Mon Jan 30, 2012 8:24 am

Absolutely nothing wrong with a profit motive and capitalism. In fact its great and works well for those who truely provide great products and great services. Apple is just one sterling example in my view.
As a consumer if you measure results and who delivers then its a pretty simple equation, and where someone is located ( as someone brought up and seems to believe relevant) bears little relationship to the service they provide.
Consumers get their cards and use them based on acceptance , credit availability/purchasing power and what it costs them ( fees, APR).
The service experience for those who use bankcard customer service is woeful based on surveys and based on Better Bureau reports. Discover's is simply bad, even if it may be better than the worst, its still bad. Is the kid who gets a D grade a good student if everyone else is getting a D minus ? An inperfect analogy: Its not like going to Nordstroms who actually delivers what they promise.

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