Card Issuers Lack Marketing 'Zeal,' Research Company Says

Published September 04, 2008, 1:00 a.m. EDT

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Updated September 04, 2008, 12:00 a.m. EDT

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Credit card issuers should show more "marketing zeal" about providing account activity e-mail alerts, annual account summaries, bill-payment services, shopping discounts, and exclusive access to concerts and sporting events, according to Rocky Clancy, executive director of financial services at market research firm J.D. Power and Associates. The Westlake, Calif.-based firm Wednesday released its credit card customer-satisfaction survey results, for which it surveyed 7,665 credit cardholders in April and May. First Annapolis Consulting Inc. participated in the analysis. The survey found American Express Co. ranked first in customer satisfaction, followed by Discover Financial Services. AmEx scored 783 and Discover 751 on the survey's 1,000-point scale. They were the only two issuers to beat the card-industry average of 724.

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