American Express Ranks No. 1 in the J.D. Power U.S. Credit Card Mobile App and Online Satisfaction Studies
The J.D. Power 2025 U.S. Credit Card Mobile App and Online Satisfaction Studies measure the overall satisfaction thousands of customers have with the digital offerings of their primary credit card issuers. American Express customers who used the mobile app and website rate it highest in all four categories measured by the study, including navigation, visual appeal, speed, and information/content.
'For 175 years, American Express' commitment to customer satisfaction has been the cornerstone of our brand. We strive every day to exceed the expectations of our customers at every touchpoint and in everything we do. That's why we continuously innovate to create intuitive, personalized experiences within our mobile app and Card Member website,' said Howard Grosfield, Group President, U.S. Consumer Services. 'This recognition was made possible by the exceptional talent across our product, design, engineering and analytics teams. Their focus on delighting our customers ensures we deliver world-class digital products that enhance the membership experience.'
American Express' ongoing focus on improving our customers' digital experiences ensures consistent elevation of the visual appeal, navigation and performance of our website and mobile app. Enhancements over the past year include:
Seamless Activation: A simpler and more intuitive way for mobile app and website users to activate their Amex Cards.
Improved Look and Feel: A refreshed design system and use of enhanced designs which optimizes the visual appeal of the website.
Streamlined Navigation: Introduction of a Customer Overview experience on the website that allows users to quickly see all of their relationships with Amex, improving ease of navigation and access to critical account information.
Personalization: Launch of content tailored to the customer such as notifications of unused benefits, recognition of membership anniversaries, and lounge push notifications.
We have seen record digital engagement in the U.S. as we continue to enhance the American Express mobile app and website experience, with monthly active users of the mobile app and website rising 8% over the past year 1.
Customer satisfaction among U.S. consumers extends beyond the mobile app and website with Amex recently ranking No. 1 in customer satisfaction in the J.D. Power 2025 U.S. Consumer Lending Satisfaction Study 2. The company also ranked #1 in the J.D. Power 2024 U.S. Small Business Credit Card Satisfaction Study.
ABOUT AMERICAN EXPRESS
American Express (NYSE: AXP) is a global, premium payments and lifestyle brand powered by technology. Our colleagues around the world back our customers with differentiated products, services and experiences that enrich lives and build business success.
Founded in 1850 and headquartered in New York, American Express' brand is built on trust, security, and service, and a rich history of delivering innovation and Membership value for our customers. With a hundred million merchant locations on our global network in over 200 countries and territories, we seek to provide the world's best customer experience every day to a broad range of consumers, small and medium-sized businesses, and large corporations.
For more information about American Express, visit americanexpress.com, americanexpress.com/en-us/newsroom/, and ir.americanexpress.com.
Location: U.S.
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