WABAN, Mass., March 7, 2012 /PRNewswire/ -- A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 10 credit card issuers: American Express, Bank of America, Capital One, Chase, Citigroup, Discover, HSBC, US Bank, USAA, and Wells Fargo.
USAA is the top-rated credit card issuer and the only firm in the industry to receive "good" rating. The next four credit card issuers in the ratings earned "okay" ratings while the bottom five firms -- Citigroup, Capital One, HSBC, Bank of America, and Wells Fargo -- earned "poor" ratings.
The average ratings for the credit card industry placed it 11th out of 18 industries in the study. Temkin Group also analyzed the changes between 2011 and 2012 and found that the credit card industry has seen little change in its customer experience ratings over the previous year.
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