Welcome to the 16th annual Credit Card Monitor Awards, which highlight the best online and mobile credit card tools and features offered by card issuers in six key areas. The categories selected for this annual report cover only private site features, including the account maintenance capabilities that most impact the customer experience. In this report, we provide examples of the best in class for each of the online and mobile app tools covered and explain why we consider these features to be industry leaders. We distribute Monitor Awards in gold, silver or bronze based on the quality of exceptional features and tools.

1. Credit Card Monitor
2017 Gold Medal Winners

2. Corporate Insight provides competitive intelligence, consulting and user experience research to the nation's leading
financial, health and education institutions. For more than two decades, the firm has tracked technological
developments in the end-user online experience, identifying best practices in online financial services and investing,
mobile finance, social media and other emerging areas. Corporate Insight offers subscription-based Monitor services
in 15 verticals, including banking, healthcare and alumni relations, along with custom research, digital capabilities
audits, special studies, user research and other consulting services. The firm helps its clients—including 70% of the
financial services firms in the Fortune 500—to remain at the forefront of industry trends and improve their
competitive position.
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3. Welcome to the 16th annual Credit Card Monitor Awards, which highlight the best online and mobile credit card tools
and features offered by card issuers in six key areas. The categories selected for this annual report cover only private
site features, including the account maintenance capabilities that most impact the customer experience. In this
report, we provide examples of the best in class for each of the online and mobile app tools covered and explain why
we consider these features to be industry leaders. We distribute Monitor Awards in gold, silver or bronze based on
the quality of exceptional features and tools.
The gold medal is reserved for the most robust and valuable tools, those that most closely achieve the ideal
combination of important features and intuitive functionality. The silver medal recognizes tools that offer great value
but lack some of the outstanding qualities of the best tools. Lastly, the bronze medal goes to those tools or features
that are imperfect but still offer card holders a strong or valuable experience. In this slide deck, we highlight the gold
medal winners across all categories.
Credit Card Monitor Awards
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4. Medal Chart
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Firm Medal Count
American Express
Bank of America
Barclaycard US
Capital One
Chase
Citicards
Discover
PNC Bank
U.S. Bank
USAA
Wells Fargo

5. Category Overview
Promote Your Firm’s 2017 Monitor Awards!
Corporate Insight is happy to assist all award-winning firms in promoting their honors. For more information,
contact us at pr@corporateinsight.com.
Transaction History and
Search Tools
Statement Centers
Card Payments
Alert Centers
Balance Transfers
Private Site Help

6. Transaction history and search tools enable customers to access and monitor recent transactions, and this category
examines the functionality, depth and quality of transaction history offered to clients. Highly versatile sites enable
customers to sort and filter their recent activity easily while providing tools that allow users to search using keywords,
date ranges and amounts. The information provided with each transaction is the most important factor in our
weightings, followed by the archive length and the ability to sort and filter transactions.
Transaction History and Search Tools
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American Express wins the gold medal by integrating
the transaction dispute process directly within the
expanded transaction detail and by offering extensive
trend summary graphs, tables and charts.
© CORPORATE INSIGHT

7. Statement Centers
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This category recognizes private site statement centers that are easily accessible, provide many readily available
monthly account statements in digital form and offer card holders the option to enroll in paperless delivery. Firms
receiving a medal in this category must offer a significant online statement archive and supply a private site paperless
enrollment function.
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Gold medal winner Chase provides an extensive
interface with access to seven years of account
documents, which it mirrors on its mobile app.

8. Gold medal winner Citicards offers a straightforward
payment interface that allows users to make immediate,
future and recurring payments online as well as a full
payment activity interface with past and pending
payments.
Card Payments
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All firms allow customers to schedule immediate, future and recurring card payments from their private sites. With
these features standard throughout much of the industry, firms should dedicate more effort to the complementary
features, such as future payment capabilities and flexible payment options, in their payment interfaces to distinguish
their products. The leading payment interfaces offer customers a mix of account data, including the payment due
date, minimum payment amount, previous statement information, current balance and date of most recent payment.
© CORPORATE INSIGHT

9. Alert Centers
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A strong set of easily customizable account alert options enables card holders to monitor their accounts passively on
an ongoing basis. Users should be able to send alerts to multiple addresses and platforms, such as through email, via
SMS messaging and through push notifications from a mobile app. We reintroduce this category in 2017, focusing
on both desktop account alerts and mobile alerts, with leading firms providing an alert platform designed to adjust
or update nearly all alert functions within a single interface.
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PNC Bank wins a gold medal here for its completely
unified alerts center that clearly organizes the alert set-
up process, alert history, delivery options and help
content.

10. Balance Transfers
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Balance transfers enable customers to consolidate balances onto a single card. As firms continue to merge the
desktop and mobile site experiences, this year’s awards incorporate whether customers can transfer balances within
the mobile app—a feature offered by only four firms in the coverage group. The number and types of balance
transfer offers available, navigation through interfaces and availability of calculators vary from firm to firm.
© CORPORATE INSIGHT
Gold medal winner Discover provides an overall
excellent desktop and mobile app interface with detailed
transfer offers and also includes a thorough savings
calculator for users to compare available offers.

11. Private Site Help
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Private site help facilitates a card holder’s experience, maintaining a comfortable journey servicing a card and
receiving help online. The best firms offer help in a centralized location, including the ability to view context-specific
help as card holders navigate through the private site. Most importantly, card holders should be able to reach a live
customer service agent for assistance with their inquiries and should be able to facilitate account requests. This year,
we evaluate the availability of virtual assistants and how these tools are built into live chat functionality.
Though four firms provided exceptional resources garnering silver or bronze medals, no firm rose to the level of gold
in this category.
© CORPORATE INSIGHT

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Analyst
Bank Monitor and Credit Card Monitor
646-929-5151
mbarthold@corporateinsight.com
Meredith Barthold
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