American Express Secures First Spot In Customer Satisfaction In The J.D. Power U.S. Online & Mobile App Credit Card Studies

By John F. Heerdink, Jr.

Reportedly, the American Express (AXP) App1 and the American Express website both have been ranked number one in customer satisfaction among the U.S. credit card companies’ mobile apps and credit card websites, according to the J.D. Power 2021 U.S. Online & Mobile App Credit Card Satisfaction StudiesSM. The J.D. Power 2021 U.S. Online & Mobile App Credit Card Satisfaction Studies reviews thousands of customers’ overall satisfaction with their primary credit card issuer’s digital offerings.

“Both the American Express App and our Card Member website provide the best-in-class, customer-centric experiences that our brand is known for, and we’re consistently launching new features and innovations to meet our customers’ evolving needs. At a time when a growing number of our Card Members are connecting with us digitally, we couldn’t be prouder to know they enjoy and find value in our digital experiences,” stated Pascale Voldman Hutz, Chief Data Officer and Executive Vice President, Enterprise Digital and Data Solutions.

American Express Card Members using the mobile app rank it highest in all four categories including navigation, visual appeal, speed, and information/content as measured by the study. The website also had the highest ranking in all four categories of the study.

“Our top engineering talent, in partnership with our adept digital product and design teams, have consistently created new features and enhancements to improve our digital touchpoints and allow American Express to deliver engaging, personalized experiences in every square inch of both the mobile app and our website,” stated Marc Gordon, Executive Vice President, and Chief Information Officer.

Some of the enhancements to the American Express App and website over the past year, include Digital Receipts, Send & Split feature makes it possible for Card Members to send money within the U.S. to PayPal or Venmo users without a credit card fee and also split Amex Card purchases with PayPal and Venmo users and get paid back directly to their Card, all within the Amex App, Card Members can keep track of and put limits on the spending habits all within the Amex App. A unique, midnight blue Dark Mode was added throughout all sections of the Amex App in response to customer feedback to help decrease eye fatigue.

Dow 30 component American Express Company (AXP), and its subsidiaries provide customers and businesses globally with charge and credit payment card products and travel-related services. They look to enrich the lives of their customers and build business success. To learn more about American Express Company (AXP) and to continue to track its progress please visit the Vista Partners American Express Coverage Page.

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