May 10, 2005 Riverwoods, IL, -Discover Financial Services LLC, today announced that Discovercard.com has been recognized
as the No. 1 site in overall customer satisfaction and experience for credit card
prospects in a study performed by Keynote(r) Systems, Inc., a global leader in Internet and mobile test and measurement services.
The 2007 study examined the online behavior of more than 2,000
prospective credit card customers as they interacted with nine leading
credit card Web sites. Last year, Discovercard.com won Keynote's No. 1
online experience ranking for prospective credit card customers.
As part of the quantitative evaluation across more than 250
measurement categories, Discovercard.com also was No. 1 in Keynote's
Customer Acquisition Index, which measures a site's effectiveness in
encouraging prospects to apply for a card.
"This distinction underscores our commitment to making life
simple and convenient for our customers - from their very first
encounter through their most recent contact," said Carlos Minetti,
executive vice president of Cardmember Services at Discover Financial Services
LLC. "Our collection of best-in-class customer service achievements is
proof that we don't forget about our cardmembers once they sign on."
Discover Card was the first credit card company to introduce live 24/7 customer
support. In addition to its online services, the company operates
industry-leading call centers, connecting cardmembers with a customer
service representative, usually in 60 seconds or less. The Service
Quality Management Group (SQM), which benchmarks excellence in the call
center industry, recently named Discover Card a winner of its World
Class Customer Satisfaction Award. SQM noted that at least 80 percent
of call center customers rated their experience with Discover Card as
"very satisfied" - the top rating.
Discover Card's award-winning customer service includes features such as:
• Discovercard.com: Discover Card provides the self-service
options that put cardmembers in complete control of their accounts,
including the ability to make payments, check balances and redeem
rewards - all online.
• Customization: Cardmembers can personalize their experience by
signing up for helpful and timely e-mail reminders that help them avoid
fees, manage their budgets and use credit wisely.
• Empowered People: Discover Card products are supported by a
knowledgeable and empowered team of customer service representatives
who are available 24/7
• Fast and Easy: Nearly every inquiry to Discover Card customer
service is resolved in a single phone call. Cardmembers can speak with
a customer representative, usually in less than a minute, or use the
automated voice-response system immediately.
