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

The new Zync from American Express is the first credit card of it’s kind that let’s applicants choose a “lifestyle pack” that fits them and their purchase habits best. American Express lets you choose one of the following lifestyle packs:

Go Pack - Earn double points on eligible airline tickets and enjoy car rental discounts when you book through American Express Travel. Car rental discounts up to 25% are available from Avis, Budget and Hertz. All points are credited to your Membership Rewards points account and the annual cost is just $25.

Social Pack - Earn double points at qualified resturants and on qualified concert, movie and show tickets. Applicants will also be automatically enrolled to receive emails for advanced ticket access and other benefit information. All points are credited to your Membership Rewards points account and the annual cost is just $25.

Connect Pack - Earn double points on eligible cell phone, cable, broadband and internet services through qualified providers. Applicants who choose this pack will also be eligible to receive 25% discount on the number of Membership Rewards points require for redemption of cell phones and other electronic communication devices. All points are credited to your Membership Rewards points account and the annual cost is just $25.

Eco Pack - Earn double points on eligible purchases at select green merchants rated by Greenopia®. Greenopia selects and rates merchants based on their impact to the environment. Applicants who choose this pack will receive discounts of 25% when redeemed for qualified eco-friendly merchandise and carbon offsets. American Express will also donate $1 to TerraPass to fund reductions in carbon emissions at dairy farms and landfills. All points are credited to your Membership Rewards points account and there is no annual cost.

The Zync from American Express credit card has an annual fee of $25 and features all of the standard cardmembers benefits of an American Express card: Memberships Reward points on every purchase, car rental insurance and road side coverage, and purchase protection. Purchases made through the Bonus Points Mall earn triple points on every purchase with over 250 retailers and all balances must be paid in full each month.

We are pleased to announce the re-release of three American Express credit cards. The highly sought after Blue cards from American Express are once again available on our website and the feature the same great reward programs or cash back. The following Blue cards are now available:

• Blue Cash from American Express - Earn up to 5% cash back
• Blue from American Express - Earn Membership Rewards on every purchase
• Blue Sky from American Express - Earn airline miles or travel rewards on every purchase

Each of the cards also feature a 0% APR for 6 months on purchases and exclusive American Express cardholders benefits.

Last week, J.D. Power and Associates released their 2009 Credit Card Satisfaction Study with results of what customers really think about credit card issuers. The results weren’t surprising as most customers this past year have seen rate increases, fee increases, credit lines slashed or accounts closed completely. As a result of the economy, credit card issuers have been forced to cover rising defaults and losses. Customers haven’t responded well to the recent changes and credit card issuers have seen their customer satisfaction ratings plummet.

In fact, the J.D. Power and Associates survey found that the customer satisfaction level has reached a three-year low. Michael Beird, J.D. Power and Associate’s director of banking, said, “Overall satisfaction declines 86 index points when a customer incurs a late fee. Issues with fees also contribute to the high incidence of problems and complaints in 2009, with 18 percent of customers reporting problems, compared with 10 percent in 2008.”

In 2008, only 10 percent of customers reported that their fees and rates were increased. That number has almost doubled in one short year. That’s right…20 percent of credit card customers now say that they have seen an increase in credit card fees and rates. But, does the type of customer affect satisfaction?

Absolutely.

The survey found that those who are among the unhappiest are those credit card holders who do not pay off their credit cards in full each month. Credit card customers who carry a balance from month to month gave credit card companies the lowest ratings. American Express ranked highest in customer satisfaction for the third straight year with an index score of 761. Discover Card and National City came in second and third with index scores of 751 and 740, respectively.

So, what have these companies all done well? Customers reported being satisfied with credit card companies when they received consistent communication from the creditor. Even when a fee or rate increase did occur, customers reported being satisfied 97 percent of the time when they received notification of the increase beforehand.

Although customers are not overly satisfied with credit card companies currently, there is one thing credit card issuers can do to keep customers happy. Communicate. Credit card companies need to keep their customers informed and customers need to do their part by staying informed. Customers can actively participate in the communication process by researching different credit cards and educating themselves before applying.

Surely, the level of overall credit card satisfaction will increase when well-informed customers team up with credit card companies who communicate.

Have you had a good or bad experience with your credit card issuer this past year? Give us your feedback.