Discover® Card Ranked #1 Site In Customer Experience For Credit Card Prospects
Keynote Systems Recognizes Discover Card Web Site for Best Overall Satisfaction and Highest Acquisition Effectiveness.
Riverwoods, IL, -Discover Financial Services LLC, a business unit of Morgan Stanley (NYSE: MS), today announced that Discovercard.com has been recognized as the No. 1 site in overall customer satisfaction and experience for credit card prospects in a study performed by Keynote® Systems, Inc., a global leader in Internet and mobile test and measurement services.
The 2007 study examined the online behavior of more than 2,000 prospective credit card customers as they interacted with nine leading credit card Web sites. Last year, Discovercard.com won Keynote’s No. 1 online experience ranking for prospective credit card customers.
As part of the quantitative evaluation across more than 250 measurement categories, Discovercard.com also was No. 1 in Keynote’s Customer Acquisition Index, which measures a site’s effectiveness in encouraging prospects to apply for a card.
“This distinction underscores our commitment to making life simple and convenient for our customers – from their very first encounter through their most recent contact,” said Carlos Minetti, executive vice president of Cardmember Services at Discover Financial Services LLC. “Our collection of best-in-class customer service achievements is proof that we don’t forget about our cardmembers once they sign on.”
Discover Card was the first credit card company to introduce live 24/7 customer support. In addition to its online services, the company operates industry-leading call centers, connecting cardmembers with a customer service representative, usually in 60 seconds or less. The Service Quality Management Group (SQM), which benchmarks excellence in the call center industry, recently named Discover Card a winner of its World Class Customer Satisfaction Award. SQM noted that at least 80 percent of call center customers rated their experience with Discover Card as “very satisfied” – the top rating.
Discover Card’s award-winning customer service includes features such as:
• Discovercard.com: Discover Card provides the self-service options that put cardmembers in complete control of their accounts, including the ability to make payments, check balances and redeem rewards – all online.
• Customization: Cardmembers can personalize their experience by signing up for helpful and timely e-mail reminders that help them avoid fees, manage their budgets and use credit wisely.
• Empowered People: Discover Card products are supported by a knowledgeable and empowered team of customer service representatives who are available 24/7
• Fast and Easy: Nearly every inquiry to Discover Card customer service is resolved in a single phone call. Cardmembers can speak with a customer representative, usually in less than a minute, or use the automated voice-response system immediately.
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