According to a press release on the Capital One℠ website, having proven outstanding customer service, Capital One’s Retail Banking, U.S. Credit Card, and Small Business Credit Card Centers have all recently been honored with J.D. Power and Associates® Call Center Certification.
In today’s competitive market, this recognition is a testament to the commitment Capital One has made to its customers. “Earning J.D. Power certification across our Bank and Card businesses is reflective of our intense focus on the customer experience and it is reaffirming to know that we are living up to the high standard set by J.D. Power,” said Katherine Busser, EVP of Capital One Bank Operations. “That we received all of these certifications within a short amount of time of one another demonstrates our commitment to ensuring the highest customer satisfaction and continuous improvement.”
Achieving JD Power and Associates Call Center Certification is a rigorous task that involves both customer feedback and detailed on-site evaluative visits. To receive the recognition, performance is measured against a national standard, and call centers must score high in 118 different categories. Evaluation covers such areas as concern for the customer, courtesy, knowledge, information provided, and time taken to resolve problems. Marks received must place the call center in the top 20 percent before being awarded certification.
Capital One’s certification is a distinguishing mark that indicates the call centers for Retail Banking, US Credit Cards, and Small Business Credit Cards consistently provide high levels of customer satisfaction, are professionally managed, and have effective, reliable processes.
“Capital One made a commitment several years ago to transform our customer experience, and these certifications are milestones that demonstrate our progress even as we continue to raise our game,” said Heather Cox, EVP of Capital One Card Operations. “Our customer satisfaction scores have been consistently rising across the board at Capital One, and our associates are working tirelessly to deliver exceptional service to our customers.”
Good news and perhaps a bit of a surprise came in the announcement that USAA® took top honors in Customer Experience. In a press release posted on its website,United Services Automobile Association (USAA) announced results of an independent survey conducted by Forrester® Research, Inc. placing USAA at the top of the class of 160 brands in 13 different industries.
In a day when the economy is struggling and anyone associated with the banking industry is regarded with suspicion and perhaps dislike, a financial services leader, USAA, broke the 4-year long string of retailers snaring the top spot.
According to USAA’s web site, the Forrester’s Customer Experience Index showed USAA “had the highest scores among all other brands in each of the three industry sectors in which it was evaluated: banking, credit cards and insurance.” On a scale of 100, USAA’s banking services were rated an impressive 89 while the industry’s average was 70. Repeating this type of performance, USAA’s credit card services were rated 84 in comparison to the industry average of 67. USAA’s insurance arm scored 83 with the industry average hitting the 70 mark.
Back in 1922, USAA was originally founded by a group of 25 US Army officers and was born of their inability to purchase auto insurance. The group of officers, classed as “high risk” by standard insurance companies, determined to insure each other’s vehicles and formed what has grown to be one of the nation’s most respected companies. USAA joins companies like Google™, Dreamworks®, Edward Jones®, and REI® in the top 20 of FORTUNE’s “100 Best Companies to Work For®,” and that’s the second year in a row USAA’s earned that honor. Consumer Reports National Research Center also recently recognized USAA’s brokerage services as gaining highest honors in customer satisfaction.
Today, USAA offers a full-range of financial services to it more than 8 million members, who are all members of the military or military families. A few of the products and services offered to members include banking services such as checking, savings, CD’s, and auto, home, or personal loans; insurance for auto, home, or life; investment services such as mutual funds, brokerage, or managed portfolios; and retirement services such as IRAs or annuities. The USAA website is jam-packed with interactive tools to help members manage their banking or investments and plan for the future. Members have access to tools in helping them find a new home or the best deal on new car. Several rewards programs are offered through USAA that include extra points on credit cards or additional discounts at the car dealership.
The company’s mission statement indicates the goal of USAA is “to facilitate the financial security of its members, associates, and their families through provision of a full range of highly competitive financial products and services.” Forrester Research’s report certainly attests to the fact that USAA has done well at holding true to its mission and to the values of service, loyalty, honesty and integrity on which the company was founded.
