U.S. Credit Card Satisfaction Study
The Industry’s Most Trusted Benchmark for Credit Card Satisfaction
The Credit Card Satisfaction Study provides an independent, comprehensive view of how consumers experience their primary credit cards and issuers. It helps brands track satisfaction, compare performance across competitors, and understand emerging trends in a rapidly evolving credit card market.
What the Study Measures
A Complete Evaluation of the Consumer Credit Card Experience
Evaluates customer experience across six core 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.
• In-year wave reporting to track performance trends and movement across key measures.
How It Works
How the Credit Card Satisfaction Study Works
• Captures how consumers experience their primary credit cards and issuers
• Measures satisfaction across terms, rewards, service, and digital experience
• Segments results by card type, issuer, and customer profile
• Tracks usage behavior, loyalty drivers, and emerging trends
Core Strengths
Higher Loyalty, Stronger Card Growth
• Identifies what cardholders value most across product lines
• Highlights emerging trends in rewards, digital experience, and financial wellness
• Provides granular insights at segment, brand, and product levels
• Eliminates guesswork by identifying drivers of satisfaction and advocacy
Business Impact
Optimize Products, Strengthen Perception
• Reveals the features and benefits that most influence satisfaction and retention
• Benchmarks satisfaction by card type (cashback, travel, retail, co-brand)
• Highlights differences in satisfaction across issuer tiers and customer segments
• Shows how financial health and economic conditions shape cardholder behavior
• Identifies opportunities to enhance rewards, onboarding, service, and fraud processes
Key Dates
2026
Field Start: June 2025
Wave 1 Publish: November 5, 2025
Wave 2 Publish: February 10, 2026
Wave 3 Publish: April 28, 2026
Wave 4 Publish: August 4, 2026
Press Release: August 13, 2026
2026
Field Start: May 2026
Publish: September 3, 2026
Press Release: September 10, 2026
2027
Field Start: June 2026
Wave 1 Publish: November 4, 2026
Wave 2 Publish: February 9, 2027
Wave 3 Publish: April 27, 2027
Wave 4 Publish: August 3, 2027
Press Release: August 12, 2027
Press Release & Award Information
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Profiled Brands
2026 U.S. Credit Card
Issuer
American Express
Bank of America
Barclays
Capital One
Chase
Citi
Credit One Bank
Discover
Fifth Third
FNBO
Goldman Sachs
Merrick Bank
Navy Federal Credit Union
PNC
Premier Bankcard
Synchrony Bank
TD Bank
Truist
U.S. Bank
USAA
Wells Fargo
*Profiled but not ranked
2026 CA Credit Card
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
*Profiled but not ranked
2027 U.S. Credit Card Profiled Brands
Issuer
American Express
Bank of America
Barclays
Capital One
Chase
Citi
Credit One Bank
Discover
Fifth Third
FNBO
Goldman Sachs
Merrick Bank
Navy Federal*
PNC
Premier Bankcard
Synchrony Bank
TD Bank
Truist
U.S. Bank
UMB Bank
USAA*
Wells Fargo*
*Profiled but not ranked
Who should use it
Built for Leaders Responsible for Card Strategy and Growth
• 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.
