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USAA, AmEx tops with customers

By Janna Herron ·
Friday, March 29, 2013
Posted: 9 am ET

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Credit card holders with American Express and USAA are the happiest of all cardholders, according to a new survey from Temkin Group.

The pair of credit card issuers tied with the highest combined marks for function, accessibility and customer satisfaction in the credit card industry, based on a polling of 10,000 U.S. consumers. The duo is ranked No. 89, with its 70 percent rating among companies across 19 industries, including airlines, groceries, hotels and insurers.

USAA led the industry last year and saw its overall marks fall 3 percentage points this year from 2012, the largest drop in ratings. Meanwhile, American Express' overall rating rose 2 percentage points during the same period.

For individual categories, American Express reaped the top functional rating, while USAA received the top customer satisfaction ranking. Discover took home the top accessible ranking.

Some issuers didn't fare as well in the survey. HSBC came in last of the credit card issuers with a 54 percent overall rating and the poorest showing in each of the three categories. It marked the third straight year the bank has held the unenviable dead-last ranking. Capital One was the only other card issuer to receive a "very poor" rating -- 59 percent -- in the industry.

Overall, the credit card industry's rating increased to 63.6 percent from 61.5 percent last year. The industry ranks No. 9 among the 19 industries, tied with auto dealers.

How would you rank your credit card issuer?

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