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 March and July 2009 we surveyed 10,207 members of the Which? online panel about their credit card providers.
The table below shows which of the 29 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 | Interest rate | Customer service | Accuracy of statements | Offer or discounts | Letting you know about better deals | Customer satisfaction |
| John Lewis/ Waitrose |  |  | |  | | 88% |
| Smile | | | | | | 84% |
| First Direct | | | |  | | 81% |
| Marks and Spencer | | | | | | 78% |
| Co-operative Bank | | | | | | 78% |
| Nationwide | | | | | | 77% |
| Saga | | | | | | 76% |
| Tesco Personal Finance | | | | | | 75% |
| Egg | | | | | | 73% |
| Sainsbury’s Bank | | | | | | 71% |
| Post Office | n/a | n/a | n/a | n/a | n/a | 71% |
| Capital One | | | | | | 70% |
| Citi/Shell | | | | | | 69% |
| General Motors | | | | | | 68% |
| HSBC | | | | | | 67% |
| American Express | | | | | | 66% |
| ASDA | | | | | | 62% |
| Alliance & Leicester | | | | | | 61% |
| Goldfish | | | | | | 59% |
| Abbey | | | | | | 59% |
| NatWest | | | | | | 59% |
| Bank of Scotland | | | | | | 58% |
| Barclays/Barclaycard | | | | | | 58% |
| Lloyds TSB | | | | | | 57% |
| Virgin Money | | | | | | 56% |
| Halifax | | | | | | 56% |
| The Royal Bank of Scotland | | | | | | 56% |
| MBNA | | | | | | 54% |
| Mint | | | | | | 46% |
Table notes
n/a = sample size too small
Average overall customer satisfaction score is 68%
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 (791), Smile (127), First Direct (140), Marks and Spencer (771), Co-operative Bank (392), Nationwide (614), Saga (52), Tesco Personal Finance (882), Egg (384), Sainsbury’s Bank (170), Post Office (30), Capital One (478), Citi/Shell (119), General Motors (54), HSBC (384), American Express (519), ASDA (42), Alliance & Leicester (220), Goldfish (196), Abbey (66), NatWest (634), Bank of Scotland (114), Barclays/Barclaycard (1203), Lloyds TSB (487), Virgin Money (57), Halifax (297), The Royal Bank of Scotland (152), MBNA (361), Mint (52). Total sample size 9,788
To find the best credit card for your needs, check the Which? Best rate credit cards.