American Express Leads J.D. Power 2023 U.S. Credit Card Satisfaction Study Among U.S. Credit Card Issuers for 4th Consecutive Year

For the fourth year in a row* and for the 13^th time since the survey began, American Express has ranked No. 1  as top U.S. Credit Card Company for Customer Satisfaction by J.D. Power, reflecting the company’s continued commitment to delivering the best customer experience every day.

Amex led in five of seven key categories of U.S. customer satisfaction: Benefits, Rewards Earning, Customer Service, Credit Card Terms and Account Management.

“At American Express, we continuously innovate our products and services to meet the evolving needs of our customers,” said Howard Grosfield, President of U.S. Consumer Services.  “We want to be there every step of the way. And when it comes to service, the expertise and care of our frontline colleagues truly takes the customer’s experience to the next level.”

J.D. Power specializes in consumer insights, advisory services, and data and analytics. The J.D. Power U.S. Credit Card Satisfaction Study is the most comprehensive, independent survey of credit cardholders available. It is one of several financial services-related studies conducted by J.D. Power in which American Express participates.

Amex also garnered No. 1 rankings in the U.S. Small Business Credit Card Satisfaction Study and the U.S. Consumer Lending Study from J.D. Power within the last calendar year.

In a recent conversation, Grosfield expands on our commitment to earn our customers’ trust and loyalty below:

How does American Express continuously evolve to deliver the best customer experience every day?

Grosfield: Innovation comes in many forms. Over the last few years, we’ve focused on redefining membership by expanding the services we offer, from payments and digital banking to travel, dining and exclusive events just for Members. With our premium cards, we can help you get a table at the most popular new restaurant or plan the perfect itinerary for every trip imaginable.

How do you want a customer to feel each time they use their card?

Grosfield: Amex strives to be the card for an entirely new generation of younger customers because we connect them to what they love, and they know they can rely on us for exceptional service.

How does Amex’s direct relationships with merchants benefit customers?

Grosfield: Our relationships with both customers and merchants gives us the opportunity to unlock tremendous value. For example, hotels know being part of our Fine Hotels + Resorts program drives bookings, which is why they fund benefits U.S. Card Members love like a $100 spa credit or late checkout.

What makes Amex’s membership model unique?

Grosfield: The combination of special experiences, ever-evolving value propositions and world-class customer service is what makes the power of American Express membership so strong. Often when we hear from customers, the conversation starts with ‘I’ve been a member since …’ We take a lot of pride in that special relationship and the trust and loyalty of our Card Members. Plus, that strong brand affinity helps us partner with best-in-class companies. It all comes back to what the Card gives you.

*American Express received the highest score among national consumer credit card issuers (more than 4 million consumer credit card issuers) in the J.D. Power 2020-2022 U.S. Credit Card Satisfaction Studies; and among credit card issuers (1mm or more active accounts), excluding co-branded cards, in the J.D. Power 2023 U.S. Credit Card Satisfaction Study. 2023 study profiles the experiences of customers from the largest credit card issuers. Visit jdpower.com/awards for more details.