A recent study revealed that USAA is the top-rated credit card issuer among United States consumers. To gather ratings for the 2012 reports, Temkin Group research surveyed 10,000 U.S. shoppers in January 2012 to rate 206 large companies in 18 different industries.
Results from the study showed that USAA was the only credit card issuer to receive a "good" rating. Consumers rated the company highest for all three of the study's dimesions of customer experience, including functional, accessible, and emotional spectrums.
USAA earned the highest functional ratings for its ability to effectively meet customers' needs. The accessible ratings were also high, indicating that customers find it easy to perform tasks using the company's services. Consumer responses also ranked USAA high for emotional ratings, which shows that they feel positive about their interactions with the business.
Behind USAA, American Express, US Bank, Chase and Discover all received "okay" ratings. Wells Fargo, Bank of America, HSBC, Capital One and Citigroup all earned "poor" ratings in the report.
USAA has consistently scored high in other customer satisfaction and loyalty studies. J.D. Power and Associates gave the financial institution the 2011 Customer Service Champion Award, while Forrester Research found the company to be top-ranked by consumers for customer advocacy and bank servicing, according to USAA.