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Net Promoter Industry Report 2009- Financial Services- Credit Cards B2C

Published by: Satmetrix Systems, Inc.

Published: Mar. 30, 2009 - 22 Pages


Table of Contents


1. INDUSTRY DATA

1.1. Net Promoter Industry Data: Overview

1.2. Net Promoter Scores by Company - Highest to Lowest

1.3. % Detractors, Passives, Promoters by Company - Highest to Lowest by NPS

1.4. % Detractors, Passives, Promoters by Company - Highest to Lowest by Promoters

1.5. % Detractors, Passives, Promoters by Company - Highest to Lowest by Passive

1.6. % Detractors, Passives, Promoters by Company - Highest to Lowest by Detractors

2. INDIVIDUAL COMPANY DATA

American Express

Bank of America

Capital One

Chase

Citigroup

Discover

U.S. Bank

USAA

Washington Mutual

Wells Fargo

3. APPENDIX

3.1. Data Collection Period

3.2. Data Collection Methodology

3.3. Internal vs. External Net Promoter Data Collection

3.4. Netpromoter.com

3.5. Satmetrix

4. LEGAL NOTICES AND POLICIES

4.1. Trademarks

4.2. Copy of License Agreement

Abstract

Net Promoter Score is a measure of customer loyalty that has been linked to company growth in numerous studies across industries and around the globe. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the NPS concept has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. This report covers customer experience for the following 10 financial institutions, with ratings for their branded credit card offerings for U.S. consumers: American Express, Bank of America, Capital One, Chase, Citigroup, Discover Card, U.S. Bank, USAA, Washington Mutual Bank, and Wells Fargo. American Express and Discover maintained their strong NPS performance among credit card providers, but USAA stood out as the leader in this segment offering members co-branded cards with American Express and MasterCard. Data for the report was collected in Q4 2008 using an opt-in email survey with consumers who had purchased from these companies within the past year.

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