WESTLAKE VILLAGE, Calif. — Credit cardholders are increasingly satisfied with their plastic.
For the third year in a row, the J.D. Power and Associates 2012 U.S. Credit Card Satisfaction Survey has found improved levels of satisfaction among cardholders.
The study, now in its sixth year, measures customer satisfaction with credit cards by examining six key factors: interaction; credit card terms; billing and payment process; rewards; benefits and services; and problem resolution.
Overall, the 2012 Survey found credit card satisfaction averaged 753 on a 1,000-point scale, up from 731 in 2011 and 714 in 2010. The latest survey shows the highest level of customer satisfaction with their credit cards since the study was launched.
"There has not been a lot of change in the past year in fees, credit limits and card terms-the things that often affect customers in a negative way," said Jim Miller, senior director of banking services at J.D. Power and Associates. "After a series of dramatic changes, credit card customers are enjoying a time of stability."
The study finds satisfaction improvements year over year in all factors. Satisfaction with problem resolution has the largest satisfaction increase, a 31-point improvement, while satisfaction with rewards increased by 28 points. A majority (84%) of credit card customers had their problems resolved in 2012, up from 82% in 2011. Sixty-one percent of customers had their problems resolved in the first contact.
Just 11% of cardholders reported experiencing a problem with their credit card, down from 18% in 2009.