Trends Report

The India Credit Card Customer Experience Index Rankings, 2022

How Indian Credit Card Issuers Earn Loyalty By Delivering Quality Experiences

July 13th, 2022
With contributors:
Ashutosh Sharma , Michelle Yaiser , Pushpa Marwal , Harley Manning , Aadya Gupta , Bill Nagel

Summary

The past 12 months have been a roller-coaster ride for consumers and brands. COVID-19 cases and deaths have declined, allowing consumers to return to a degree of normalcy in their social lives and brand interactions. Meanwhile, supply issues, staffing shortages, and rising costs hamper firms’ efforts to return to that same pre-pandemic “normal.” How well did India’s credit card issuers manage their customers’ experiences? This year, we reveal the scores and rankings of all five card brands. Results show that the quality of CX has improved significantly in the past year. CX professionals at card issuer firms can use this report to inform their ongoing improvement efforts.

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