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Thursday, November 18, 2010

Discover Receives Prestigious Award for Customer Satisfaction

Plain Vanilla Discover More Card Now The #1 Credit Card at the website If you have a Discover credit card, then perhaps today's news really isn't news to you. For those of you thinking about signing up for a Discover credit card, and you really like the idea of a credit-card bank providing first-class customer service, then read on.

Discover just got top honors from the Service Quality Measurement Group (SQM) for providing the best call-center customer service in the credit-card industry. This is no easy feat, as American Express is very well known for their excellent customer service. I guess Discover just stepped up to the plate, and belted out a grand-slam home run.

Another interesting note: with so many American companies outsourcing their call-center business to Asia, it's refreshing that most of Discover's call centers are based right here in the US of A. Kudos! This is significant, considering that the unemployment rate is the US is still painfully close to 10% (the October 2010 figure was 9.6%), and probably won't ease in the near term.

Here's a clip from today's press release:

"...Discover finished with top honors in the first targeted customer service evaluation of credit card industry call centers by Service Quality Measurement Group (SQM), the leading benchmarking firm for more than 450 leading North American call centers.

Discover received SQM's award for Highest Customer Satisfaction for the Credit Card Industry, which was based on 400 random telephone surveys of Discover cardmembers within two business days of their calls to the company. SQM measured whether the call was resolved, the customer's overall satisfaction with the service representative and their overall experience.

'Our commitment to the finest customer service available is a fundamental reason we have the most loyal cardmembers in our industry,' said Carlos Minetti, president of consumer banking and operations for Discover. 'We're honored by SQM's recognition and remain committed to making the necessary investments to maintain our leadership position in customer service.'

Discover employs more than 10,500 people, with the majority based in its call centers in Arizona, Delaware, Ohio and Utah. An industry leader in customer service, Discover won the 'Best Performance Leveraging Customer Service Feedback' category in the 2010 Call Center Excellence Awards from the International Quality & Productivity Center, finished first in the 2010 Brand Keys Customer Loyalty Engagement Index® for the past 13 years and was recently honored by InformationWeek magazine for creating technology that assists customer service representations during cardmember calls..."

It comes as no surprise to us that Discover has such loyal customers. The feedback we receive from Discover cardholders is invariably very positive. Discover cards offer a lot more value (great cashback rewards, long interest-free periods, etc.) than comparable credit cards offered by other reputable credit-card banks in the American market. That's why we've been recommending them for years. We're quite confident that Discover will continue to provide the kind of customer service that credit consumers want and deserve.

To review a list of the Discover cards we recommend here at, visit this link.

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Anonymous sunken said...

At one time it seemed like Discover was always the odd man out against mega giants Visa and Mastercard, but it looks like they are really coming into their own these days. I am glad to see it. Competition always brings about innovation and low fees, and stronger customer service.

Tuesday, November 30, 2010 1:10:00 PM  
Anonymous Steve Brown said...

@ Sunken: Discover is a responsible bank. Didn't need a huge, taxpayer-funded bailout like Citigroup. In fact, we don't even recommend Citi cards anymore.

We also like American Express a lot, but they don't have any standout balance transfer offers right now, though Amex Blue offers 0% Intro APR on new purchases for 12 months.

Amex and Discover and both great American credit-card banks, and they both offer top notch customer service. That's why we been recommending their cards for the 2010 holiday shopping season.

Tuesday, November 30, 2010 4:50:00 PM  
Anonymous Top Programs said...

You can always see stability in a company by their Marketing Strategy .
Discover and Amex have more of a customer first policy . The other two major card companies seem more desperate for the sell ,At higher rates.

Tuesday, November 30, 2010 6:07:00 PM  
Anonymous Bethany said...

Well obviously I need to check out what kinds of offers Discover has for balance transfer because I'd love to have a credit card with awesome customer service built in. What banks offer the Discover card and what state does its offering base its Terms of Service from? I think getting a Discover card would ease my mind. I may consider a balance transfer immediately.

Contrast this customer service with Chase, whose acquisition of Washington Mutual did not go smoothly. I signed up with WaMu and I get weird offers in the mail spam from my bank!!!! Weird promotion for Rolls Royce cars? There is not a high customer satisfaction I can tell you. And the mobile access by cellphone is not conveniently organized, too all over the place to check your balance easily without wading through other stuff. Why overthink things?

The Diebold machines for Chase do not work well and the Chase website is down or funny too much for my comfort. This morning at the subway station my card got turned down?? I checked Chase online and there was a debit and credit for same transportation ticket that was never issued! Pointless and inconvenient! If Discover is at the top of the line in customer service for credit cards then surely Chase is at the bottom.

Tuesday, November 30, 2010 6:18:00 PM  
Anonymous Steve Brown said...

> What banks offer the Discover
> card...

Discover and American Express both have their own payment network, so they don't have anything to do with Visa or MasterCard.

A bank like Chase uses Visa or MasterCard to process credit-card transactions.

The easiest way to get an Amex or Discover card is to apply online. Much faster and safer than any other application method.

Tuesday, November 30, 2010 6:49:00 PM  

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