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The third annual study analyzed six factors critical to the level of satisfaction consumers have with their primary credit card companies. Discover ranked second overall in satisfaction among the top 10 credit card issuers in the study, performing well above the industry average.
"Discover has always been committed to delivering high-quality customer service that puts cardmembers first," said Carlos Minetti, Executive Vice President of Cardmember Services and Consumer Banking at Discover. "Receiving the highest score in the Interaction factor from J.D. Power and Associates is a reflection of the incredible dedication of our customer representatives who work tirelessly to help our cardmembers achieve a brighter financial future."
Discover cardmembers can reach a knowledgeable customer service representative on the phone typically within 60 seconds when contacting Discover, the first credit card issuer to offer live, 24/7 customer service. For cardmembers who prefer online self-service, Discover provides consumer-friendly options that put them in complete control of their accounts, from making payments to redeeming rewards to tracking returns and more.
This latest honor follows Discover's history of award-winning customer service. The company received the 2008 World Class Customer Satisfaction Award for call center satisfaction as measured by Service Quality Measurement Group, Inc. Discover has also ranked #1 in customer loyalty among leading credit card brands, according to the 2009 Brand Keys Customer Loyalty Engagement Index report. Discover has won the credit card category 12 years in a row.
Discover had the second-highest score in the Benefits and Services factor, which measures the attractiveness, range and communication of services and benefits.
"Discover cardmembers enjoy a wide variety of benefits, from those which come standard with every Discover card - such as account management tools, complete fraud protection, travel benefits and more - to the online tools that help cardmembers better manage their finances," said Harit Talwar, Executive Vice President and Chief Marketing Officer at Discover. "We want to thank them for rating us so highly in this study and we pledge to continue to provide superior benefits, customer service and rewards to remind them every day why it pays to Discover."
Discover Financial Services is a credit card issuer and electronic payment services company.
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