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July 30, 2009 How US Credit Card Customers Use And Rate Issuers' Secure SitesCustomers Do Little More Than View And Pay Their Bills Onlineby Emmett Higdon, Peter Wannemacher with Benjamin Ensor, Courtney Tincher |
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Executive Summary
There are more than 175 million credit card owners in the US, 85% of whom go online at least monthly. Overall, 73% of cardholders have used at least one feature on their provider's Web site in the past year, with younger cardholders showing an even greater likelihood to use the Web. While card customers generally give their providers' site high marks — 91% rate the features they use as "good" or "excellent" — most do little more than view and pay their bill online. Fewer than one in five cardholders use any online customer services, a huge missed opportunity to reduce the servicing cost of these active online users.
This is an excerpt
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