Report

The India Credit Card Customer Experience Index, 2021

How Indian Credit Card Issuers Earn Loyalty By Delivering Quality Experiences

February 15th, 2022
With contributors:
Harley Manning, Ashutosh Sharma, Michelle Yaiser, Pushpa Marwal, Aadya Gupta, Sukriti Dangi, Bill Nagel

Summary

How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand’s missteps. This report answers the question of which banks in India provide the best customer experience (CX) and how they’re improving the quality of those experiences. We reveal the complete rankings of six credit card brands that we analyzed as part of the India CX Index in 2021. Customer experience leaders at credit card issuers can use this report to review CX trends in Indian credit cards and inform their experience improvement initiatives.

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