Credit Card Customer Satisfaction Statistics (2024) (2024)

Sep 4, 2024

Fact checked

Written by Adam McCann

WalletHub Financial Writer

Fact Checked by Alina Comoreanu

WalletHub Senior Researcher

Top Credit Card Issuers by WalletHub Satisfaction Score:

U.S. Bank: 90.33
Discover: 89.85
Bank of America: 89.24
Amex: 89.15
Credit One Bank: 88.67

The average customer satisfaction score for credit cards offered by the top 15 issuers is 84.39 out of 100 points, according to WalletHub research. U.S. Bank has the highest credit card customer satisfaction, earning 90.33/100 points. Synchrony Bank has the lowest customer satisfaction, with a score of 60.38/100. WalletHub credit card customer satisfaction scores are based on metrics such as the number of complaints received by the CFPB, how those complaints are resolved, user ratings, and WalletHub editor ratings.

Moreover, credit card customer satisfaction registered a score of 610 out of 1,000 in the latest JD Power and Associates Credit Card Satisfaction Study. The average score over the years is 800, but J.D. Power changed its methodology in 2023, leading to an overall decline in scores.

Table of Contents

Credit Card Customer Satisfaction Industry AverageCredit Card Customer Satisfaction by IssuerCredit Card Customer Satisfaction Index for National BanksCredit Card Customer Satisfaction Index for Regional BanksConsumer Satisfaction Results (1,000 point index)Number of Credit Card Consumer ComplaintsMethodology

Credit Card Customer Satisfaction Industry Average

(Source: J.D. Power U.S. Credit Card Satisfaction Study, 2022)

The average credit card customer satisfaction score for 2024 is 610.
The average credit card customer satisfaction score for 2023 is 609. J.D. Power changed its methodology in 2023, leading to an overall decline in scores.

Credit Card Customer Satisfaction by Issuer

WalletHub assessed consumer satisfaction for the top 15 credit card issuers based on their total outstanding balances, CFPB complaints, CFPB satisfactory response and WalletHub reviews. Each issuer received a rating on a 100-point scale, check WalletHub methodology for more details.

Among the top 15 issuers, U.S. Bank ranked first for overall customer satisfaction, while Synchrony Bank ranked last, according to the WalletHub research.

Rank	Issuer	WalletHub Satisfaction Score	CFPB Complaints Per $1 Billion Outstanding	CFPB Satisfactory Response	WalletHub Reviews
		Max 100 Points	Max 60 Points	Max 20 Points	Max 20 Points
1	U.S. Bank	90.33	57.66	20.00	12.67
2	Discover	89.85	56.52	20.00	13.33
3	Bank of America	89.24	56.75	19.82	12.67
4	Amex	89.15	56.48	20.00	12.67
5	Credit One Bank	88.67	60.00	20.00	8.67
6	Chase	88.49	56.49	20.00	12
7	USAA	88.49	57.82	20.00	10.67
8	Navy FCU	88.18	54.18	20.00	14
9	PNC Bank	88.12	57.45	20.00	10.67
10	Wells Fargo	85.04	53.71	20.00	11.33
11	Citibank	84.10	53.44	20.00	10.67
12	Capital One	83.55	52.22	20.00	11.33
13	Barclays	82.79	51.46	20.00	11.33
14	Goldman Sachs	69.49	41.49	20.00	8
15	Synchrony Bank	60.38	31.05	20.00	9.33

(Source: Consumer Financial Protection Bureau and WalletHub)

Credit Card Customer Satisfaction Index for National Banks

(Source: J.D. Power U.S. Credit Card Satisfaction Study, 2024)

Credit Card Customer Satisfaction Index for Regional Banks

(Source: J.D. Power U.S. Credit Card Satisfaction Study, 2022)

Consumer Satisfaction Results (1,000 point index)

	2024	2023	2022	2021	2020	2019	2018	2017	2016	2015	2014	2013	2012	2011	2010	2009	2008
American Express	634	657	848	838	838	838	830	835	825	820	819	816	807	786	769	762	783
Bank of America	616	629	818	805	812	798	791	795	788	777	766	749	728	705	699	687	692
Barclays	592	577	797	792	796	806	806	806	794	788	776	764	758	739	709	717	n/a
Capital One	620	616	812	815	808	807	803	808	799	790	765	756	734	720	699	671	678
Chase	619	607	813	807	809	807	804	796	790	792	789	783	762	735	711	708	719
Citi	611	606	808	805	801	799	797	791	776	765	756	741	737	711	692	699	710
Credit One Bank	522	496	738	736	739	728	718	735	n/a	n/a	n/a	n/a	n/a	n/a	n/a	618	n/a
Discover	629	629	841	837	837	842	836	827	827	828	819	812	799	779	757	751	751
Synchrony Bank	N/A	N/A	786	788	800	780	762	768	758	743	739	742	704	n/a	n/a	n/a	n/a
U.S. Bank	595	576	791	782	786	785	781	794	790	776	773	759	748	721	727	715	716
Wells Fargo	598	602	797	791	800	783	777	775	786	779	773	757	737	726	714	724	709
Industry average	610	609	814	809	810	806	801	802	796	790	778	767	753	731	714	703	724

(Source: J.D. Power U.S. Credit Card Satisfaction Study, 2024)

Number of Credit Card Consumer Complaints

Barclays saw a 35% decrease in consumer complaints from 2022 to 2023, showing the biggest improvement among the top issuers.

(Source: CFPB Credit Card Complaint Data, 2024)

Methodology

For the "credit card customer satisfaction by issuer" section, WalletHub evaluated consumer satisfaction for 15 of the largest credit card issuers based on total outstanding balances. Each issuer was scored on a 100-point scale according to the following criteria:

CFPB Complaints Per $1 Billion Outstanding (maximum of 60 points)
- 60 Points: No complaints
- 0 Points: 135+ complaints
Satisfactory Response Rate To CFPB Complaints (maximum of 20 points)
- 20 Points: 100%
- 0 Points: 50%
Average WalletHub Reviews (maximum of 20 points)
- 20 Points: 5 stars
- 0 Points: 2 stars or below

Credit Card Customer Satisfaction FAQ(12 questions)

Editorial and user-generated content on this page is not reviewed or otherwise endorsed by any financial institution. Please keep in mind that it is not a financial institution’s responsibility to ensure all posts and questions are answered.In addition, WalletHub independently collected information for some of the cards on this page.

Is Bank of America a good credit card company?

Chip Lupo, Credit Card Writer

@CLoop

Yes. Bank of America is a good credit card company for low annual fees, initial bonuses, and rewards, according to WalletHub reviews. Bank of America credit cards also have a user rating of 3.9/5 on WalletHub, based on more than 39,000 reviews.

Reasons Why Bank of America Is a Good Credit Card Company

3.9/5 average user rating on WalletHub
13 credit card offers rated 4+ out of 5 by WalletHub editors
55.4 million cards in circulation
Initial bonus offers of up to 60,000 points
0% introductory APR for as long as 18 billing cycles
Offers for people with bad credit
Annual fees as low as $0

Finally, Bank of America also ranked tenth for customer satisfaction in WalletHub's most recent Credit Card Landscape Report. But despite the company's many positives, it's important to point out that Bank of America is not perfect. For example, other credit card companies are better for secondary insurance benefits and rewards redemption flexibility.

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3.8/5 average user rating on WalletHub
6 credit card offers rated 4+ out of 5 by WalletHub editors
149.3 million cards in circulation
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Capital One credit cards are good to have because you can get low annual fees, generous rewards, 0% APR deals, and no foreign transaction fees. Capital One credit card offers are also available to all types of people, including students, business owners and people with bad or limited credit.

Some of the Best Capital One Credit Cards

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Capital One Quicksilver Cash Rewards Credit Card
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Is Barclays a good credit card company?

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Initial bonus offers of up to 75,000 points
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