American Express Ranks Highest in Customer Satisfaction for the Seventh Consecutive Year

  American Express Ranks Highest in Customer Satisfaction for the Seventh
  Consecutive Year

 Continued focus on enhancing customer experiences once again earns Amex the
                      top spot in the U.S. card industry

Business Wire

NEW YORK -- August 22, 2013

For the seventh year in a row, consumers have rated American Express highest
in customer satisfaction among U.S. credit card companies, according to the
annual nationwide study by J.D. Power. The study, released earlier today,
places American Express highest in overall satisfaction among 11 of the
largest card issuers in the U.S. American Express remains the only credit card
to receive the study’s top ranking since it was first conducted in 2007.

The J.D. Power 2013 Credit Card Satisfaction Study^SM looks at six broad
categories to determine overall satisfaction: Customer Interaction, Billing
and Payment Process, Credit Card Terms, Rewards Programs, Benefits and
Services, and Problem Resolution.

“We are truly honored that our Card Members have recognized us for seven
straight years. This prestigious recognition demonstrates the importance of
putting customer satisfaction and service at the heart of everything we do and
delivering outstanding value through extraordinary products, service and
experiences,” said Kenneth I. Chenault, chairman and chief executive officer,
American Express. “The feedback provided by consumers through this study will
help us continue to raise the bar as we work to exceed the expectations of our

Enhancing Customer Experiences

Over the past year, American Express has worked to improve the overall
customer experience by introducing a host of new digital enhancements and
updated product offerings, better connecting Card Members with American
Express, merchants and each other. Enhancements include:

  *Mobile Gift Cards: Enables Card Members to use Membership Rewards® points
    for smartphone enabled gift cards, which recipients can use to pay with
    their smartphones at participating retailers.
  *Pass from American Express® for Passbook: A quick, convenient and secure
    way for Card Members to receive automatic purchase notifications,
    real-time account balances, and customer service information.
  *Account Alerts on Facebook: Enables Card Members to manage their account
    through a Facebook servicing app, including receiving account alerts
    through private notifications.
  *Community @Amex: A customer engagement forum  where Card Members and
    consumers can have discussions and learn more about American Express
    products, benefits and services.
  *Refreshed benefits and services of some of our products, including new
    enhanced benefits on the JetBlue Card from American Express and the Hilton
    HHonors™ and Hilton HHonors™ Surpass® Cards.

Along with these enhancements, providing outstanding customer service remains
at the very core of the American Express brand. This is guided by Relationship
Care®, the company’s servicing approach that defines the way front line
servicing teams interact with our customers and focus on deepening customer

Voice of the Customer

Across an increasingly competitive industry, the J.D. Power 2013 Credit Card
Satisfaction Study^SM found that American Express continues to exceed the
industry average across the U.S. credit card industry in all six categories
measured in the study. Notably, the company ranked highest in Benefits and
Services, Rewards Programs, and the Billing and Payments categories. In
addition, American Express again received top scores across the entire
industry related to Customer Service Representatives interaction.

For more information about the J.D. Power 2013 Credit Card Satisfaction
Study^SM, go to

About American Express

American Express is a global services company, providing customers with access
to products, insights and experiences that enrich lives and build business
success. Learn more at and connect with us on,,,, and

Key links to products and services: charge and credit cards, business credit
cards, travel services, gift cards, prepaid cards, merchant services, business
travel, and corporate card

About J.D. Power

J.D. Power is a global marketing information services company providing
performance improvement, social media and customer satisfaction insights and
solutions. The company's quality and satisfaction measurements are based on
responses from millions of consumers annually. Headquartered in Westlake
Village, Calif., J.D. Power has offices in North America, Europe and Asia
Pacific. For more information on car reviews and ratings, car insurance,
health insurance, cell phone ratings, and more, please visit J.D.
Power is a business unit of McGraw-Hill Financial.


American Express
Melanie Backs, 347-260-4537
Tom Sclafani, 212-640-1627
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