Trends Report

The India Credit Card Customer Experience Index, 2020

How India Credit Card Brands Earn Loyalty With The Quality Of Their Experience

December 17th, 2020
With contributors:
Ashutosh Sharma , Michelle Yaiser , Harley Manning , Sukriti Dangi , Bill Nagel

Summary

Customer loyalty influences how often customers frequent a brand, how much they spend with it, whether or not they recommend it, and how likely they are to forgive a brand’s missteps. How well do leading credit card brands in India earn loyalty with the quality of their customer experience (CX)? We reveal the complete rankings of six credit card brands that we analyzed as part of the India CX Index in 2020. CX professionals can use this report to help identify which brands will bounce back the most after pandemic restrictions subside and to inform their ongoing improvement efforts.

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