Trends Report

The US Financial Services Customer Trust Index, 2023: Credit Cards

How US Credit Cards Earn Customers’ Trust

November 28th, 2023
Alyson Clarke, Principal Analyst
Alyson Clarke Principal Analyst
With contributors:
David Hoffman , Sohm Gough , Niraj Patel , Brianna Karls , Aaron Suiter , Jen Barton

Summary

Customer trust in US credit card brands was flat in 2023 compared to 2022, despite the substantial increase to household credit card debt over the last few years. Customer trust matters more than ever because trust drives revenue. Forrester’s Financial Services Customer Trust Index (FS Customer Trust Index) assesses the level of trust customers have with their financial services providers. This report answers the question, “Which US credit cards are earning the most customer trust and how are they earning that trust?” across 13 US credit card brands that were analyzed as part of the FS Customer Trust Index in 2023. Customer experience, digital, and marketing executives can use this report to inform their ongoing improvement efforts to earn customers’ trust.

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