Delivering Cardholder Customer Service

PYMNTS’ research suggests that superior customer service could entice nearly 30 percent of consumers to switch cards — with high-spending consumer segments and those from key demographics like millennials even more likely to switch. The Delivering Cardholder Customer Service Report is based on a survey of 2,078 U.S. consumers who used credit cards to make purchases over the previous 12 months and contains a wealth of relevant information. A PYMNTS and Elan collaboration
Inside the May report:
  • 28 percent: Share of respondents who contacted customer service who would be “very” or “extremely” likely to switch to card providers offering superior service
  • 43 percent: Portion of millennials who contacted customer service who would be highly likely to switch card issuers offering superior service
  • 94 percent: Share of those who contacted customer service by phone who reported their issues resolved

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