Credit Card Monitor2016 Gold Medal Winners

Corporate Insight provides competitive intelligence, consulting and user experience research to the nation'sleading financial, health and education institutions. For more than two decades, the firm has tracked technologicaldevelopments in the end-user online experience, identifying best practices in online financial services andinvesting, mobile finance, social media and other emerging areas. Corporate Insight offers subscription-basedMonitor services in 14 verticals, including banking, healthcare and alumni relations, along with custom research,digital capabilities audits, special studies, user research and other consulting services. The firm helps its clients—including 70% of the financial services firms in the Fortune 500—to remain at the forefront of industry trends andimprove their competitive position.

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Welcome to the fifteenth annual Credit Card Monitor Awards, which highlight the best online and mobile creditcard tools and features offered by card issuers in six key areas. The categories selected for this annual report coveronly private site features, including the account maintenance capabilities that most impact the customerexperience. In this report, we provide examples of the best in class for each of the online and smartphone toolscovered and explain why we consider these features to be industry leaders.

The Gold Medal is reserved for the most robust and valuable tools, those that most closely achieve the idealcombination of important features and intuitive functionality. The Silver Medal recognizes tools that offer greatvalue but lack some of the outstanding qualities of the best tools. Lastly, the Bronze Medal goes to those tools orfeatures that are imperfect but still offer card holders a strong or valuable experiences.

Credit Card Monitor Awards

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Medal Chart

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Firm Medal Count

American Express

Bank of America

Barclaycard US

Capital One

Chase

Citicards

Discover

U.S. Bank

USAA

Category Overview

Promote Your Firm’s 2016 Monitor Awards!Corporate Insight is happy to assist all award-winning firms in promoting their honors. For more

information and for examples of past promotions, contact us at pr@corporateinsight.com.

Transaction Historyand Search Tools

Statement Centers

Card Payments

Private Site Help

Mobile Self-Service and Help

Balance Transfers

Transaction history and search tools enable customers to monitor recent transactions, and this category examinesthe functionality, depth and quality of transaction history offered to clients. Within this category, we also considerthe ease with which clients can file disputes from the transaction history page. The information provided with eachtransaction is the most important factor in our weightings, followed by the archive length and the ability to sort andfilter transactions.

Transaction History and Search Tools

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American Express wins the gold medal by allowing usersto dispute transactions directly within the expandedtransaction detail and by offering extensive trendssummary graphs, tables and charts.

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Statement Centers

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This category recognizes private site statement centers that are easily accessible, provide readily available monthlyaccount statements in digital form and offer card holders the option to enroll in paperless delivery. Firms receivinga medal in this category must offer a significant online statement archive and supply a private site paperlessenrollment function.

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The gold medal winner, Chase, provides an extensiveinterface with access to seven years of accountdocuments.

Card Payments

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As scheduled payments have become standardized, firms should dedicate more effort to the complementaryfeatures of their payment interfaces to distinguish their products, from future payment capabilities to flexibility ofpayment options. The leading payment interfaces offer customers a mix of account data, including the paymentdue date, minimum payment amount, previous statement information, current balance and date of most recentpayment. We continue to take into account the growing importance of mobile banking for credit card customers,considering mobile capabilities as a part of this category. The ability to submit and process payments seamlesslyacross both web and mobile channels plays a factor in this year’s assessment.

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Gold medal winner Citicards offers a straightforwardpayment interface that allows users to makeimmediate, future and recurring payments online aswell as a full payment activity interface with past andpending payments.

Balance Transfers

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Balance transfers let customers consolidate balances onto a single card. As firms continue to merge the desktopand mobile site experiences, this year’s awards incorporate whether customers can transfer balances within themobile app—a feature offered by only three firms in the coverage group.

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Gold medal winner Discover’s overall excellent interfacepresents transfer offers with great detail and includes athorough savings calculator that lets users compareavailable offers. In addition, the firm allows users tocomplete balance transfers within its mobile app.

Private Site Help

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Private site help facilitates a card holder’s experience, maintaining a comfortable journey servicing a card andreceiving help online. The best firms offer help in a centralized location, with the ability to view context-specific helpas card holders navigate through the private site and the ability to reach a live customer service agent.

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Gold medal winner Discover provides exceptionalprivate site help in many forms, including live chat andcontextual help tools. Discover prevails for its strongsite search tool and FAQs in a universal help center andembedded, contextual FAQs.

Mobile Self-Service and Help

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Today, every credit card issuer offers a smartphone app through which users can check their balances, reviewtransactions and pay their bills. Self-service options and account help availability, however, is less consistent. Whilenot options that users need every day, self-service features can easily be performed on a smartphone. Offeringthese options enhances the omni-channel experience and allows mobile-only users to perform these tasks quickly.

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Gold medal winner USAA offers the most self-servicingoptions in the coverage group and provides anautomated assistant tool that answers all questions,provides contact information and directs users todifferent areas in the app.

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Senior Research Associate

Bank Monitor and Credit Card Monitor

646-929-5151

mbarthold@corporateinsight.com

Meredith Barthold

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