News

Discover card ranks No.1 for online customer experience

March 27, 2006

RIVERWOODS, Ill. - Discover Financial Services LLC's Discovercard.com ranked No.1 in online customer experience, according to a study by Keynote Systems.

The interactive Web-site study, performed in January 2006, examined the online behavior and satisfaction of 2,000 prospective credit card customers as they performed searches and accomplished tasks on leading credit-card Web sites. The study uses more than 250 criteria to analyze the sites in overall customer experience and technical-service issues.

According to the study, almost 71 percent of the study's participants cited Discover as the easiest credit card company to deal with online, as well as the easiest credit card to apply for online.

"With more than half (52 percent) of study participants indicating that online account management services were very or extremely important when selecting a new credit card, credit card companies are placing greater emphasis on the online experience," said Bonny Brown, director of research at Keynote. "Those that can simplify the card application process and provide real value online will ultimately impact consumer choice."

Discover said in a news release that its ranking in the study builds on its other distinctions, including the January 2006 Credit Card Monitor Report for Best Online Fraud Protection Service and Information and the Brand Keys Loyalty Award for Customer Service, which Discover has won for eight consecutive years.

"We will continue to build upon our strengths and are committed to providing the easiest and most effective online customer service experience of any credit card company," said Carlos Minetti, Discover Financial Services' executive vice president of cardmember services.