The study shows that credit card issuers were on the path to earning record high levels of customer satisfaction during the first three waves of the 2020 study, which were all conducted prior to the pandemic. Those gains were cut in the final wave of the study, with overall satisfaction falling 10 points, led by declines in satisfaction with credit card terms and communications.
Some of the largest declines in credit card customer satisfaction are in the affluent/mass affluent segment, in which overall satisfaction scores have declined 14 points since the beginning of the pandemic.
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