The 18th annual Credit Card Monitor Awards Report highlights the best online credit card tools and features offered by card issuers in five key areas: Account Information, Website Design and Usability, Payments, Rewards and Account Servicing. The categories selected for this annual report cover only authenticated site features and include the account capabilities that most impact the customer experience.

1. ANNUAL CREDIT CARD
MONITOR AWARDS
Credit Card Monitor
MONITOR AWARDS REPORT PREVIEW
December 2019

2. CONTENTS
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Introduction
Medal Winners
Overview and Contact
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3. INTRODUCTION
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4. The 18th annual Credit Card Monitor Awards Report highlights the best online credit card tools and features
offered by card issuers in five key areas: Account Information, Website Design and Usability, Payments,
Rewards and Account Servicing. The categories selected for this annual report cover only authenticated site
features and include the account capabilities that most impact the customer experience. We provide
examples of the best in class for each of the online tools covered and explain why we consider these
features to be industry leaders. We distribute awards in gold, silver and bronze based on the quality of
exceptional features and tools.
The gold medal is reserved for the firm with the most robust and valuable tools—those that most closely
achieve the ideal combination of important features and intuitive functionality. The silver medal recognizes
firms that offer tools with great value but that lack some of the outstanding qualities of the best tools. Lastly,
the bronze medal goes to those firms with tools or features that are imperfect but still offer card holders a
strong or valuable experience.
Credit Card Monitor Awards
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5. Categories overview
• Account Information
• Website Design and Usability
• Payments
• Rewards
• Account Servicing
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Promote your firm’s 2019 Monitor Awards!
CI is happy to assist all award-winning firms in promoting their honors.
For more information, contact us at INTEREST@CorporateInsight.com.

6. GOLD MEDAL WINNERS
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7. The account homepage, transaction history, statements and documents, and money management tools let
card holders access and monitor recent card activity and prepare to make card payments. This category
examines the authenticated site homepage for its details, layout and design, and any added resources.
Account information also evaluates transaction history interfaces in terms of design, high-quality
transaction details and any added features. The category also looks at account statement content and
design, plus document interface features. Within this category, we also consider spending analysis
visualizations and other money management tools. Leaders in this category excel in all areas, providing
strong transaction history interfaces, excellent statement content and design, unique money management
tools, and homepages that effectively balance the display and layout with a high level of detail.
Account Information
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Discover receives the gold medal in this category thanks to its comprehensive transaction
history archive and its well-designed and thorough statements. The firm also leads in
homepage and dashboard details, providing readily findable account and transaction
details.

8. This category evaluates navigational structures and site layouts, considering the main menu design,
secondary navigation options and overall site consistency. We look at page presentation throughout the
authenticated site along with consistency between site features and link affordance. In addition to a well-
organized navigation structure, this category evaluates the modernity and ease of use of the websites. Firms
that provide one-click access to most site features from the main navigation earn high marks, as do those
with a clear navigation scheme. Leaders in this category successfully employ intuitive navigation schemes
and adhere to a high level of design consistency that aligns with modern website practices.
Website Design and Usability
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Citi receives the gold medal in this category for a carefully designed and intuitive
navigation scheme enabling users to journey quickly and easily throughout the
authenticate site. Citi’s desktop site also stands out for its modernity coupled with strong
design choices and usability.

9. Completing payments is the most critical online card management task. With all firms allowing card holders
to schedule immediate, future and recurring card payments, firms should dedicate more effort to the
complementary features of their payment interfaces. This category analyzes payment scheduling options
including posting times, dedicated payment activity and history interfaces including pending payment
management, and external pay-from account management. All medal-winners stand out for providing
distinctive scheduling features, unique external pay-from account addition and strong pending payment
management.
Payments
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Citi receives the gold medal in this category for a payment scheduling journey with
extensive preset and customized options, all presented in a well-organized and
straightforward interface that includes a full suite of management options. Citi stands out
for allowing users to add payment accounts by providing their external login credentials, a
feature unique to the firm.

10. Reward earning opportunities are a huge portion of why customers choose to open a credit card, and the
authenticated site reward experiences should align with strong card offerings. This category analyzes the
redemption options available to customers; redemption process features such as automatic redemptions,
partial redemptions and the checkout and verification process; and reward information and resources like
calculators, activity and help information. Reward-earning merchant offers, which present an opportunity for
customers to earn accelerated rewards, also contribute to ratings in this category. Leaders in Rewards all
provide strong process features, reward information and other resources, along with a variety of redemption
options. Leaders also support reward-earning merchant offers with unique added features.
Rewards
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Chase receives the gold medal in this category for excellent reward-earning merchant
offers, reward information and resources and redemption process features, along with
varied redemption options. The firm stands out by offering partial redemptions that let
card holders combine their reward points balance with card charges for travel booking and
Apple merchandise.

11. Card issuer websites provide many valuable features to clients, including sophisticated account servicing
capabilities accompanied by complementary help resources and interactive customer service tools.
Together, strong servicing options and extensive help resources should decrease call center volume and
lessen the need to visit a branch. Leaders in this category all support expansive card management
functionality, particularly pertaining to card replacement and to the increasingly popular temporary card
deactivation capability. Leaders also excel in help-focused areas of this category encompassing both
general help resources and interactive customer service like live chat or secure site messaging. While
leaders from our coverage set emerge, every firm could stand to improve by complementing their existing
account servicing suite with additional self-service management capabilities such as personal profile
changes, online login credential adjustments and more niche options like managing digital wallets, closing
an account or viewing recurring merchant charges.
Account Servicing
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Discover receives the gold medal in this category for commendable card management
functionality and interactive customer service, paired with strong self-servicing
capabilities and other help resources.

12. OVERVIEW AND CONTACT
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13. Full report
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ANNUAL CREDIT CARD MONITOR
AWARDS
Credit Card Monitor
MONITOR AWARDS REPORT
DECEMBER 2019
ACCESS THE FULL REPORT
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14. Corporate Insight delivers competitive
intelligence, user experience research
and consulting services to the nation’s
leading financial, health and
philanthropic institutions. As the
recognized industry leader in customer
experience research for over 25 years,
we have been the trusted partner to
corporations seeking to improve their
digital capabilities and user experience.
Our best-in-class research platform and
unique approach of analyzing the
actual customer experience help
corporations advance their competitive
position in the marketplace.
About CI
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15. Matthew Eschmann
Director
646 432 5482
meschmann@corporateinsight.com
Meredith Pettinelli
Senior Analyst
646 929 5156
mpettinelli@corporateinsight.com
Contact us
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