Discover Card edged past previous winner Bank of America in a prestigious industry survey of top-rated credit card websites. Discover Financial Services officials announced that their website earned the award for Best Overall Customer Experience in the 2011 Keynote Competitive Research Industry Study of U.S. credit card marketing websites. Researchers from Keynote Competitive Research studied the connections between a bank's public-facing website and its long term customer satisfaction.
Website promotes positive user experience
The Keynote study found that a good online customer experience sets the stage for a productive relationship between banks and consumers. According to Keynote spokesperson Christopher Musto, the most successful websites in the study promote "positive outcomes for the user." Musto told reporters that prospective cardholders respond the best to sites that foster trust while answering crucial questions about a bank's products and services.
To conduct their annual study, Keynote researchers assembled a panel of 1,800 prospective credit card customers, then interviewed them as they considered websites operated by American Express, Bank of America, Capital One, Chase, Citicards, Discover, HSBC, PNC and US Bank. Along with the overall top ranking, Discover's website earned kudos in many specific categories, including ease of applying online, design and organization, and customer satisfaction.
Discover also ranked best place to work
Discover's honors can be attributed to the efforts of its strong information technology team, recently recognized for creating one of the best high tech places to work in the United States. For the ninth year in a row, Computerworld Magazine named Discover Financial Services to its annual list of "100 Best Places to Work in Information Technology."
Computerworld editor-in-chief Scot Finnie wrote that Discover's team earned its No. 35 ranking by creating an environment that encourages IT professionals to embrace the customer service mission and the business priorities of their organization.