Credit cards Credit card customer satisfaction
How do you find the best credit card for customer service? Our exclusive survey shows what users think of their credit card provider.
Our research
Between October 2010 and April 2011 we surveyed 12,233 members of the Which? Connect online community about their credit card providers.
The table below shows which of the 26 credit card providers we were able to rate have the most - and least - satisfied customers.
There's a big difference between the best credit card provider and the worst; the top-rated credit card provider has a customer satisfaction score of 88%, while the worst performer gets only 46%.
| Credit card satisfaction | ||||||
|---|---|---|---|---|---|---|
| Provider | Kept up to date with new deals | Dealing with complaints | Online account management | Day to day customer service | Reward Scheme | Customer satisfaction |
| John Lewis/ Waitrose |  |  |  | | | 89% |
| First Direct | | | | |  | 85% |
| Saga | | | | | | 82% |
| The Co-operative Bank | | | | | | 79% |
| Smile | | | | | | 78% |
| Marks and Spencer | | | | | | 78% |
| British Airways | | | | | | 74% |
| Tesco Bank | | | | | | 72% |
| Capital One | | | | | | 71% |
| American Express (AMEX) | | | | | | 69% |
| Egg | | | | | | 69% |
| Post Office | | | | | n/a | 68% |
| Sainsbury's Finance | | | | | | 67% |
| Nationwide BS | | | | | | 66% |
| Amazon.co.uk | | | | | | 66% |
| HSBC | | | | | | 62% |
| Yorkshire Bank/Clydesdale | | | n/a | | n/a | 60% |
| Virgin Money | | | | | | 60% |
| Natwest/RBS | | | | | | 56% |
| Halifax | | | | | | 55% |
| Barclays/Barclaycard | | | | | | 54% |
| Lloyds TSB | | | | | | 54% |
| MBNA | | | | | | 53% |
| Bank of Scotland (BoS) | | | | | | 52% |
| Asda | | | | | | 49% |
| Santander | | | | | | 48% |
| Mint | | | | | n/a | 44% |
Table notes
n/a = sample size too small
Average overall customer satisfaction score is 67%
Star ratings out of five show Which? members' levels of satisfaction with the ease of making an application, interest rate, customer service, accuracy of statements, the offers or discounts they get and how well they are kept informed about better deals. Overall customer satisfaction scores are worked out using a combination of overall satisfaction and how likely members are to recommend their lender to a friend. If two or more brands show the same overall score, they are ranked to the next decimal place. Sample sizes are shown below.
Sample sizes: John Lewis/Waitrose the partnership (1,228), First Direct (207), Saga (100), Co-operative Bank (667), Smile (177), Marks and Spencer (1,286), British Airways (41), Tesco Bank (1,439), Capital One (728), American Express (748), Egg (486), Post Office (58), Sainsbury’s Finance (245), Nationwide (841), Amazon.co.uk (63), HSBC (569), Clydesdale/Yorkshire Bank (42), Virgin Money (63), NatWest/RBS (1,035), Halifax (474), Barclaycard (1,732), lloyds TSB (741), MBNA (779), Bank of Scotland (128), Asda (66), Santander (formally Abbey and Alliance and Leciester) (114), Mint (47), Total sample size 14,710
To find the best credit card for your needs, check the Which? Best rate credit cards.