CA Credit Card Satisfaction Study
Decode What Drives Credit Card Choice, Usage, and Loyalty
JD Power Credit Card Consumer Insights deliver a comprehensive view of consumer expectations, behaviors, and satisfaction across the credit card landscape. Built on trusted Voice of the Customer data, this solution helps issuers understand how cardholders engage with their cards, which features matter most, and where brands can improve to win share in a competitive and evolving market.
A Complete View of Credit Card Customer Experience
The study measures eight key credit card experience dimensions:
• Terms
• Account Management
• Benefits
• Reward Earning
• Rewards Redeeming
• Customer Services
• New Account
Tracks:
• Which credit card features drive the highest customer satisfaction
• Differences in satisfaction by card type (e.g., cashback, travel, retail)
• Satisfaction trends by issuer size and brand tier
• Behavioral and satisfaction differences among consumer segments
• How economic factors and financial health impact card usage
• Key areas to prioritize for future product and service enhancements
• How leading brands deliver superior satisfaction at key customer touchpoints
Includes:
• Annual rankings and licensing opportunities
• Customized executive presentation and strategy session with data-driven, actionable recommendations.
• Performance dashboard benchmarking each brand’s performance across indices, dimensions, and KPIs
• Combines Voice of the Customer data with financial health insights to better understand credit card trends.
How the Credit Card Satisfaction Study Works
• Surveys cardholders across major issuers in Canada and the United States
• Measures satisfaction across key cardholder interactions and lifecycle moments
• Benchmarks performance across issuers, segments, and card types
• Applies KPI analysis to identify key drivers of satisfaction and loyalty
• Delivers insights to guide product, experience, and strategy improvements
Optimize Experience, Strengthen Cardholder Relationships
• Provides competitive benchmarks across issuers, segments, and card product categories
• Identifies key drivers of satisfaction across the full cardholder experience journey
• Enables deep analysis of rewards, benefits, and feature engagement patterns
• Delivers online tools for performance tracking and trend analysis
• Supports strategy with insights rooted in real consumer behaviors and expectations
Increase Usage, Improve Customer Loyalty
• Improves card usage through optimized rewards and value proposition alignment
• Strengthens loyalty by aligning experiences with evolving cardholder expectations
• Increases retention through better engagement across key customer lifecycle moments
• Enhances brand trust through consistent, transparent, and valuable card experiences
• Drives revenue growth through improved satisfaction, usage, and customer retention
Key Dates
2026
Field Start: May 2026
Publish: September 3, 2026
Press Release: September 10, 2026
Press Release & Award Information
JD Power will issue a national press release that will highlight key findings and trends from the stud(ies) and includes top-to-bottom rankings of the brands in the study that meet JD Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled and meets predetermined award criteria will have the opportunity to leverage their award publicly through the JD Power award licensing program, which requires subscribing to the study as a prerequisite.
Profiled Brands
2026 Profiled Brands
American Express
BMO
Canadian Tire
Capital One
CIBC
Desjardins
Fairstone Bank
MBNA
National Bank of Canada
PC Financial
RBC
Rogers Bank
Scotiabank
Tangerine Bank
TD
In addition to a bank-brand issuer award, there are five card award segments, which include, Credit Cards – No Annual Fees, Issued Credit Cards – Annual Fees
Who should use it
Built for Payments Leaders
• Product managers & rewards strategists
• Customer experience & servicing leaders
• Marketing & loyalty teams
• Executive leadership at banks and card issuers
• Financial wellness, risk, and insights teams
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
