Credit Card Customer Satisfaction Statistics

Feb 26, 2024

Fact checked

Written by Adam McCann

WalletHub Financial Writer

Fact Checked by Alina Comoreanu

WalletHub Senior Researcher

Top Credit Card Issuers by WalletHub Satisfaction Score:

Navy FCU: 91.47
U.S. Bank: 91.27
Discover: 91.05
Amex: 91.04
Chase: 90.27

The average customer satisfaction score for credit cards offered by the top 15 issuers is 87.30 out of 100 points, according to WalletHub research. Navy Federal Credit Union has the highest credit card customer satisfaction, earning 91.47/100 points. Goldman Sachs has the lowest customer satisfaction, with a score of 76.97/100. WalletHub credit card customer satisfaction scores are based on metrics such as the number of complaints received by the CFPB, how those complaints are resolved, user ratings, and WalletHub editor ratings.

Moreover, credit card customer satisfaction registered a score of 609 out of 1,000 in the latest JD Power and Associates Credit Card Satisfaction Study. The average score over the years is 762, but J.D. Power changed its methodology in 2023, leading to an overall decline in scores.

Table of Contents

Credit Card Customer Satisfaction Industry Average

(Source: J.D. Power U.S. Credit Card Satisfaction Study, 2022)

The average credit card customer satisfaction score for 2023 is 609. J.D. Power changed its methodology in 2023, leading to an overall decline in scores.

Credit Card Customer Satisfaction by Issuer

WalletHub assessed consumer satisfaction for the top 15 credit card issuers based on their total outstanding balances, CFPB complaints, CFPB satisfactory response and WalletHub reviews. Each issuer received a rating on a 100-point scale, check WalletHub methodology for more details.

Among the top 15 issuers, Navy FCU ranked first for overall customer satisfaction, while Goldman Sachs ranked last, according to the WalletHub research.

Rank	Issuer	WalletHub Satisfaction Score	CFPB Complaints Per $1 Billion Outstanding	CFPB Satisfactory Response	WalletHub Reviews
		Max 100 Points	Max 60 Points	Max 20 Points	Max 20 Points
1	Navy FCU	91.47	57.47	20.00	14.00
2	U.S. Bank	91.27	58.60	20.00	12.67
3	Discover	91.05	57.72	20.00	13.33
4	Amex	91.04	58.37	20.00	12.67
5	Chase	90.27	58.27	20.00	12.00
6	PNC Bank	89.45	58.12	20.00	11.33
7	Credit One Bank	89.33	60.00	20.00	9.33
8	USAA	89.25	58.59	20.00	10.67
9	Citibank	88.33	57.00	20.00	11.33
10	Bank of America	86.73	57.44	16.63	12.67
11	Capital One	86.60	55.26	20.00	11.33
12	Wells Fargo	86.21	54.21	20.00	12.00
13	Barclays	84.52	53.19	20.00	11.33
14	Synchrony Bank	77.08	47.08	20.00	10.00
15	Goldman Sachs	76.97	48.31	20.00	8.7

(Source: Consumer Financial Protection Bureau and WalletHub)

Credit Card Customer Satisfaction Index for National Banks

(Source: J.D. Power U.S. Credit Card Satisfaction Study, 2023)

Credit Card Customer Satisfaction Index for Regional Banks

(Source: J.D. Power U.S. Credit Card Satisfaction Study, 2022)

Consumer Satisfaction Results (1,000 point index)

	2023	2022	2021	2020	2019	2018	2017	2016	2015	2014	2013	2012	2011	2010	2009	2008
American Express	657	848	838	838	838	830	835	825	820	819	816	807	786	769	762	783
Bank of America	629	818	805	812	798	791	795	788	777	766	749	728	705	699	687	692
Barclays	577	797	792	796	806	806	806	794	788	776	764	758	739	709	717	n/a
Capital One	616	812	815	808	807	803	808	799	790	765	756	734	720	699	671	678
Chase	607	813	807	809	807	804	796	790	792	789	783	762	735	711	708	719
Citi	606	808	805	801	799	797	791	776	765	756	741	737	711	692	699	710
Credit One Bank	496	738	736	739	728	718	735	n/a	n/a	n/a	n/a	n/a	n/a	n/a	618	n/a
Discover	629	841	837	837	842	836	827	827	828	819	812	799	779	757	751	751
Synchrony Bank	N/A	786	788	800	780	762	768	758	743	739	742	704	n/a	n/a	n/a	n/a
U.S. Bank	576	791	782	786	785	781	794	790	776	773	759	748	721	727	715	716
Wells Fargo	602	797	791	800	783	777	775	786	779	773	757	737	726	714	724	709
Industry average	609	814	809	810	806	801	802	796	790	778	767	753	731	714	703	724

(Source: J.D. Power U.S. Credit Card Satisfaction Study, 2023)

Number of Credit Card Consumer Complaints

Barclays saw a 35% decrease in consumer complaints from 2022 to 2023, showing the biggest improvement among the top issuers.

(Source: CFPB Credit Card Complaint Data, 2024)

Methodology

For the "credit card customer satisfaction by issuer" section, WalletHub evaluated consumer satisfaction for 15 of the largest credit card issuers based on total outstanding balances. Each issuer was scored on a 100-point scale according to the following criteria:

CFPB Complaints Per $1 Billion Outstanding (maximum of 60 points)
- 60 Points: No complaints
- 0 Points: 135+ complaints
Satisfactory Response Rate To CFPB Complaints (maximum of 20 points)
- 20 Points: 100%
- 0 Points: 50%
Average WalletHub Reviews (maximum of 20 points)
- 20 Points: 5 stars
- 0 Points: 2 stars or below

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