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Who offers the best customer service for credit cards?

The 2016 uSwitch credit card customer satisfaction survey results are in


Our survey of over 10,000 credit card customers has found that American Express and Virgin are firm customer favourites, with the the two brands taking home the majority of the awards.

They also take the top slots; American Express wins Credit Card Provider of the Year 2016 and Virgin receives Best Overall Customer Service.

Credit card award winners

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The 2016 credit card customer satisfaction winners

Award Company
Credit Card Provider of the Year 2016 American Express
Best Value for Money American Express
Best Mobile Website American Express
Best Mobile App American Express
Best for 0% on Purchases American Express
Best Overall Customer Service Virgin Money
Best Application Process Virgin Money
Best for Balance Transfers Virgin Money
Best Website Virgin Money
Best Rewards Scheme John Lewis
Best for Credit Building Barclaycard
Best for Overseas Use Halifax

Why American Express and Virgin?

Customers may impressed by American Express and Virgin’s cards as much as the the service provided. Tashema Jackson, money expert at, says:

“American Express is an attractive choice as they still provide lucrative reward and cashback offers. We’ve also seen Virgin launch several market leading deals over the past year. Both providers back this up with a strong online service, which consumers now expect to see as part and parcel of the whole customer service package.”

American Express’s cashback credit and reward cards are some of the most competitive on the market, Virgin Money have brought out a few market leading deals, such as their 40 month balance transfer cards, which briefly appeared in September 2015 and January 2016.

American Express credit cards

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American Express credit cards

Retailers knocked off the top slot

In 2015 retailers came out on top, getting a eight awards between them, but they’ve slipped down the rankings with M&S Bank, Tesco Bank and Sainsbury’s Bank have failed to win one award between them.

This may be a result of customers being unimpressed with cuts to their retail reward points, after several brands have cut their reward card offerings, blaming changes to their offers on additional costs resulting from new EU legislation.

However, high street favourite, John Lewis, the winner of the Credit Card Provider of the Year in 2015, and wins Best Rewards Scheme for the second year in a row.

Are banks still not up to scratch?

Big banks fare badly, with only two winners – Halifax taking home the award for Best for Overseas Use and Barclaycard winning the Best Credit Building award.

However, in most other categories many banks came out near the bottom of the rankings, so consumers evidently feel banks need to work harder to get their customer service up to scratch.

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