For those headline readers who are interested in the bottom line, the short answer to the question is American Express.

If you want an explanation as to who says American Express is the best credit card service provider or why American Express can claim to be the best at providing credit card services, read on.

According to a 2010 study just released by JD Power and Associates, consumers have given American Express the highest customer satisfaction ratings of the nation’s top 10 credit card issuers. American Express not only rated highest in in customer satisfaction in the 2010 study, the company also took top honors each year since the study’s inception in 2007.

JD Power and Associates, a global marketing information service that has been in business over 40 years and is probably most well-known for their customer satisfaction reports on new car quality, conducts research on six key areas of credit card customer satisfaction: interaction; credit card terms; billing and payment process; benefits and services; rewards; and problem resolution. The data gathered is then put through a mathematical formula which weights each of the key areas according to importance. The final result for each of the 10 companies will be a numerical value on a 1000 point scale.

Outstripping competitors significantly, American Express scored 769 in overall satisfaction. Discover Card ranked second with a score of 758. US Bank came in a distant third with an overall satisfaction score of 727. Not only is it significant that the American Express Company earned the JD Power Highest Customer Satisfaction Award, but the company’s score was a whopping 55 points above the customer satisfaction average score of 714.

Another item of note is that the average customer satisfaction score has risen from 703 points recorded in the 2009 report. On one hand, 11 points seems somewhat negligible. However, school teachers have repeatedly pointed out to struggling students that it is much more difficult to bring up a low grade than to maintain a high score from the outset. The overall customer satisfaction score in 2009 was the lowest in three years. Perhaps the increased average over last year is another minor indicator that the economy and the public’s trust in the economy is, like the media has recently begun to state, beginning to recover.

From the outset of the study in 2007, American Express has consistently maintained high performance scores in benefits and services. Past reports on the study have also singled out consumer satisfaction with American Express problem resolution. High scores in both billing and payment and in rewards have been highlighted in previous years’ reports. The 2010 JD Power and Associates report simply states American Express “performs well across all six factors that drive satisfaction.”

Two of the most talked about factors driving customer satisfaction seem to be a card’s rewards program or a card’s low interest rates or lack of annual fees. The importance of each of those factors is usually determined by whether or not the card holder carries a monthly balance. People who pay their card balance off each month generally seek a card offering an attractive rewards program while people who maintain a balance from month to month generally place an emphasis on finding a credit card issuer offering low interest rates and no annual fees.

Since the study was begun in 2007, two factors consistently influencing lower consumer satisfaction scores are an increase in interest rates or fees and a lack of clear communication on the part of the card issuer, specifically in relation to credit card terms. Because of legislation that went into effect in Feb. 2010 (the CARD Act), many credit card companies have made huge efforts to help consumers more clearly understand their credit card terms. The JD Power and Associates report indicates that although progress has been made, many consumers still feel they do not fully understand the credit card terms, and some of those consumers do not believe the card issuers are concerned with what is in the customer’s best interest.

In an economy that, over the past three years, has seen an extreme down turn in the housing market, multiple bank failures, and government bailouts of huge corporations, the good news is, along with an increase in the average of overall customer satisfaction, consumers generally believe that their card issuers are financially stable and reliable.

Source: JD Power and Associates

Listening to a steady stream of advice flowing from my grandmother’s lips during the entirety of my growing up years, you’d have thought she published the world’s largest collections of “Maxims to Live By.” Of course, if the world had listened to and followed her wise counsel contained in such memorable statements as “Neither a borrower nor a lender be,” I wouldn’t be writing this blog.

Because I enjoy the convenience of credit and debit cards, or perhaps because avoiding credit wasn’t a “lesson I learned early and harmlessly,” I have to face the fact that having my credit card or my credit card number stolen is a very real possibility as it is for anyone who carries credit cards. I’m not exempt just because I write this blog. However, knowing “an ounce of prevention is worth a pound of cure,” there are steps both you and I can take prior to having cards stolen that will help if that event ever takes place.

First, carry a minimum number of cards in your wallet and never carry a social security card.

Second, it’s recommended that you keep a photocopy of both sides of every card you own. This file of paperwork should be kept in a safe place separate from where you keep your credit cards. If an actual photocopy of every card seems like too much paper to keep track of, you could instead keep a one-page listing of the pertinent information. This list would include the name of the institution issuing your credit card, your credit card account number, and the phone number to call to report a lost or stolen card. This list needs to be on a hard-copy, paper format. (If you keep such a list of information stored on your computer, caution needs to be taken in doing so…but that’s another blog entry.)

When it comes to stolen credit or debit cards, “timing is everything.” A quick response to the situation is your best protection.

If the worst happens and your wallet is stolen, you immediately need to use your list to phone the companies that issued your stolen credit cards to report them as stolen. Timing is essential here. The Fair Credit Billing Act (FBCA) limits your liability to $50 on a credit card reported as stolen. The Electronic Funds Transfer Act (EFTA) limits the amount of your liability on fraudulent transfers or ATM withdrawals based on how quickly you report the ATM/debit card as stolen. If the loss is reported within 48 hours, your liability is only $50, but if the time period is more than 2 business days, you could be liable for up to $500. If you neglect to report unauthorized use of your ATM/debit card within 60 days of the bank statement showing the unauthorized access, you will be liable for the entire loss.

In dealing with stolen credit cards, it is best to document in writing everything that is done. Record the date and time of your phone calls to the credit card issuers. Be sure to record the name and ID # of the representative handling your report. Take notes on your phone call. After completing the rest of the steps necessary in dealing with the theft of your credit cards and wallet, summarize the content of your phone call in a written letter to the credit card company. Keep a copy of each of the letters you sent, and perhaps consider mailing the letters return receipt or signature confirmation. The point is to create a paper trail that documents your actions just in case anything comes up for dispute at a later time.

After reporting the stolen cards to the issuing company, file a report with your local police (or, if you are away from home, with the police where the theft took place).

Be sure to contact each of the national credit reporting agencies by phone. Report your stolen credit cards and request a credit freeze be put on your account. You will create a password that must be used to remove the freeze. If your identity has been stolen, this service will be free. Otherwise, each credit agency will assess a small fee both to initiate and to remove the freeze. Again, it is wise to document these phone calls and mail a follow-up letter summarizing the requested action to each of the credit reporting agencies.

Contact your state’s department of motor vehicles to report your license as stolen and obtain a new license. Be sure the license number is different from the number on the stolen license. Contacting the social security office is essential if you broke the rules and carried your social security card or number in your wallet. In this age of identity theft, it might be wise to speak with one of their representatives about the loss of your wallet even if you didn’t have your social security card tucked inside.

Once the immediate, initial wave of contacts reporting the loss of your credit or debit cards has been made, you should keep a vigilant watch on your bank statements, credit card statements, and other bills. If there is any unauthorized activity, report it immediately.

Being prepared and acting quickly will ensure you minimize your loss in the event of stolen cards. Like grandma always said, “Wise people are diligent.”

Seems like daily there are news reports concerning yet another case of identity theft or credit card fraud. Who are the typical victims? Are they the nice elderly couple down the street who are so trusting and big-hearted? Or perhaps the high school and college-age kids who believe they are invincible as they step out to conquer the world and make a place for themselves? Surely it isn’t the savvy white-collar business man who drives his Lexus by the house everyday on his way to work.

The truth is, none of us is exempt from the all-too-real threat of potential credit card fraud, which is a big part of identity theft. In reality, no one can guarantee that your credit card numbers won’t be stolen or that your identity won’t be accessed by a criminal. However, there are several pro-active measures we can take that will reduce our risk ratio.

I have a friend who is a general contractor. He has encountered many, many remodel projects that were  initiated because of a minor problem that wasn’t recognized and dealt with early with just a simple repair. Often the problem itself could have been prevented if, in the original construction process, protocol had been followed and shortcuts had been avoided. After listening to him tell of an incident where he had been called to make what the home-owner thought would be a minor repair but that turned out to be quite a restoration project, I asked him how he discovered the source and extent of the actual damage not readily noticeable to the average person. His response intrigued me and has become a bit of a guiding principle in my life: “You have to think like water.”

The lessons I learned from my friend the contractor are principles I have applied to protect myself and my family from credit card theft. Principle one: Follow protocol. Principle two: Don’t take shortcuts – ever. Principle three: Think like a thief.

When I was young, my grandparents traveled in Europe. The only thing they really had to worry about was preventing the actual physical theft of their cash and traveler’s checks. My grandfather bought a money belt to wear under his clothing and religiously carried their money and checks in it. He knew the high rate of pick-pocket crimes in the area they were visiting and had friends who advised him that a money-belt was the safest way to go. My grandfather applied all three principles.

Today’s world is a bit more complicated than that of my grandparents, but there are still proven protocols we can use to protect ourselves from credit card fraud in today’s high-tech world. Obviously, we still need to be sure our cards are not physically stolen. It’s a wise idea to only carry a couple credit cards and an ATM card in your wallet. If you can force yourself not to, don’t carry a debit card. Debit cards are so convenient to use, but carry a much greater risk than a credit card. Generally, if a credit card is stolen, the Truth in Lending Act protects credit card holders from being liable for no more than $50 of the loss. Debit card carriers whose cards are stolen are at risk of having their entire checking accounts wiped out, and they have no protection. (If you use debit cards, access the card company’s on-line service to monitor your account weekly.)

The second thing we can do to protect physical access to credit card numbers is to buy a paper shredder and faithfully shred everything with any personal information. Everything. Every time. No shortcuts. A list of items to shred would include credit card statements, credit card applications, loan applications, pre-approved credit offers, credit card receipts, etc. In addition to shredding paperwork you are disposing of, spend the extra money to install a mailbox with a lock or contract for a PO Box to protect the paperwork you are receiving. Locked mailboxes aren’t fool-proof, but they are a deterrent.

The electronic age has presented many more threats to my credit card safety than my grandparents ever dreamed of. Awareness and diligence is a key to protection. Anytime your credit card leaves your hand, don’t let it leave your sight, and watch carefully the way the waiter or the retail cashier swipes the card. Hand-held devices called skimmers are used by criminals to store information found on a credit card’s magnetic stripe until a time when the criminal can download it onto a computer. It would only take a second to swipe the card with a skimmer before swiping it for your purchase.

One of the biggest targets for criminals intent on credit card theft is your personal computer. It is imperative that you install a firewall to protect your home computer from hackers. This is especially necessary if your internet connection is through DSL or cable. While you are installing a firewall, also spend the money for a good virus protection software and pay the subscription fees for regular updates. This protection will prevent worms or viruses from capturing information entered onto your computer and sending it out.

If you store files that contain sensitive personal data including credit card information, bank account numbers, investment information, or passwords, protect those files with passwords.

Criminals target naïve people. Keep yourself educated on recent scams involving the internet. Be assured that banks and credit card companies never, ever, ever contact customers through emails that ask for identifying information or account numbers. “Phishing” emails will contain your bank’s logo and other graphics and look like official correspondence. They will direct you click on a link that opens a page very similar to the bank’s online website where you will be asked to enter account information. Do not click on the link. Do not enter your information. Ever. If you have questions, call your banking institution or your credit card issuer.

In the same vein, do not give out your credit card information or any other identifying information (debit card, social security number, etc.) to anyone else soliciting it over the internet (or phone or mail) unless it is to a business you trust and unless you have made the initial contact with the company.

Be cautious about your online shopping. Only purchase things with a credit card online if you are positive that the reputable business is offering a secure transaction site. When you hit a “checkout” or similar button, you should be taken to a page that has a prominent graphic or dialogue box containing a notification of security. You can also glance at the url in your browser to see that the address begins with https:// - look for the “s.” You should never email your credit card information to anyone. Email can be hacked into. If a company does not have a secure site through which to complete a transaction, use PayPal or find another source for the item you wish to purchase.

Beware of your children’s internet activities. Protect your computer from being able to download programs without password-approved permission (and don’t give your kids the password). There are many file-swapping or file-sharing programs on the internet that can be interesting or fun, but they are easy ways to expose yourself to hackers.

If we are as diligent about protecting our credit card numbers and personal information as thieves are about stealing it, if we follow established protocol and never take shortcuts or make exceptions to the rules, we can go a long way in reducing our personal risk of credit card fraud and identity theft.

A recent trip to the airport caught my interest when an airline customer service agent told me I could just swipe my credit card in their kiosk to print a boarding pass and check baggage. I tried to explain that I was not the one who had actually booked the ticket and that my credit card would be of no use. However, the customer service agent reassured me that by inserting my card into the kiosk reader, the airline would be able to get the information they needed for my flight. This experience led me to investigate exactly what information is contained in the magnetic stripe found on the back of every credit card.

The structure of credit and debit cards that make purchasing everything from plane tickets to groceries so convenient is amazing when you think about it. The magnetic stripe is actually divided into three smaller stripes called “tracks.” These tracks, only 0.110’s  of an inch wide (2.79 mm), are encoded with the information needed for a card reader to allow a card holder to complete a transaction.

Because we are a global economy, the information contained in the magstripe of credit cards must conform to international standards. Afterall, I can fly to Canada or the Far East almost as easily as I can drive across the state in which I live, and I value the ease of being able to use a credit card to purchase souvenirs for my wife and kids without having to hassle with cash and exchange rates.

The standards for each of the three magnetic tracks were developed by different industries: Track one standards were developed by the airline industry; track two standards by the banking industry; and track three standards by the thrift/savings industry. For the most part, tracks one or two are the only tracks point of sale card readers are reading, and the only reason the card reader would read two tracks is for back up - in case one of the tracks has been damaged and is unreadable.

Tracks one and two store very similar information. Both tracks have “housekeeping” characters that indicate the beginning and ending of the sequence code as well as a character to indicate field separation. Both tracks one and two contain the primary account number, which usually (but not always) matches the number on the front of the card.  Both tracks also contain the expiration date of the card, possibly a country code,  and a three digit service code. This code communicates whether the card holder has international privileges or just national privileges, how the card issuer must be contacted for transaction approval, what service privileges the card holder has, and whether or not a PIN is required with those privileges. Service privileges might include the ability to purchase goods and services, to get a cash advance, or to use the card at an ATM. Both tracks one and two have a field for discretionary data, which can include such things as PIN Verification Value or Card Verification Code. Both tracks also have a longitudinal redundancy check, which is a code that verifies the input the card reader has scanned.

Minor differences between the information stored on track one and two include the fact that track one stores alphanumeric code and track two stores only numeric code. Because track one is the only track that allows alphabetical characters, it is the only track that contains the name of the card holder.

Track three is not currently used by any national bank card issuers. There is no standard for the data content and format. Although it doesn’t happen often, if a PIN is stored on a card, it will be found in track 3. Also found on track three can be a country code, currency units, amount authorized and other account restrictions, and possibly subsidiary account information. Some credit cards, those with a narrower magnetic stripe, do not even include track 3.

As I swiped my credit card at the kiosk, the card reader interpreted embedded code and communicated with the computer to verify the name on my reservation. Seconds later, the printer was delivering my boarding pass and baggage claim information. I was on my way. a It’s amazing to think that all because of a bunch of tiny iron-based magnetic particles on the back of my credit card, I could achieve like results standing at any kiosk at any airport in the world.

The CARD Act goes into effect today, February 22, 2010. This Act was established to protect credit card consumers and is monumental because it will change the way credit card companies do business. It entails the most significant changes ever to be made in credit card history.

What will the Act entail?

1.  There will be new limits on rate increases.
2. It will prohibit credit card companies from ’surprising’ consumers.
3. Credit card lenders will have to do a better job informing the consumer regarding interest rate increases and fee increases.
4. It will make it much more difficult for consumers under the age of 21 to qualify for a credit card.
5. Interest rates will not be allowed to undergo an increase until after the account has been open for at least 12 months.
6. Credit card companies will not be allowed to charge “over limit” fees unless the consumer specifically allows over limit charges.
7. Monthly credit card statements will have to undergo a face-lift. Each statement must contain detailed information, including a detailed pay-off plan. This plan will show you how long it will take to pay off the balance on your credit card by only making minimum payments.
8. If the interest rate is increased after one year, the new interest rate will only affect new charges. It will not affect the previous balance at all.

Congress is hopeful that the Act will place more power in the hands of consumers. Of course, credit card companies will still have access to a wealth of power. Lenders will seek other avenues for the amount of lost revenue provoked by the Act.

However, the Act is not a “saving grace” for credit card holders. Some credit card holders believe that all of their credit card problems will be solved by the bill. Many people need to realize that if you have gotten out of the habit of reading everything from your credit card company, the Act isn’t going to do much for you. You will be required to change your old habits and start reading every correspondence between you and your lender.

The CARD Act of 2009 is here to help the millions of credit card holders around the country. But, it isn’t here to save you from all of your credit card woes. Learn as much as you can and be sure to read everything that your credit card company sends you.