Amex Tops 2025 Digital Satisfaction Ranking: #1 in Mobile & Online Innovation for Third Time

American Express was ranked No. 1 in J.D. Power’s 2025 U.S. Credit Card Mobile App and Online Satisfaction Studies. It’s the third time Amex has ranked first in both top credit card website and best mobile app satisfaction since the award began in 2019, underscoring the company’s commitment to digital excellence.

J.D. Power has named American Express the best credit card mobile app five times since 2018. The satisfaction awards measure the overall satisfaction people have with their primary credit card issuer’s online and app products.

The issuers in the J.D. Power studies read like a who’s who of industry giants and include Bank of America, Citi, and Discover.

Howard Grosfield, Group President, U.S. Consumer Services for American Express, said in a press release that a dedication to customer satisfaction has been a cornerstone of the company’s brand for 175 years, and he credited teamwork as a key factor in its success.

“This recognition was made possible by the exceptional talent across our product, design, engineering, and analytics teams,” Grosfield said. “Their focus on delighting our customers ensures we deliver world-class digital products that enhance the membership experience.”

The J.D. Power studies determine overall user satisfaction with credit card digital offerings.

The studies evaluate the content and information, navigational elements, speed, and visual appeal of an issuer’s online and mobile app programs.

The credit card issuers are awarded points based on their online and app offerings.

American Express scored a 687, out of a possible 1,000 points, in the mobile app study. The battle for second place was tight with Wells Fargo earning the second slot with 676 points and Discover coming in third at 674.

A 704 score by American Express on the online study was the only result on either ranking to top the 700 mark. Wells Fargo again held the second spot with 693, just ahead of U.S. Bank’s 690 points. 

The earliest online offerings for credit card issuers were primitive compared to modern card websites. In addition to a more basic look and feel, the functionality of card sites in the internet’s early days was nowhere near what it is today.

J.D. Power said that many credit card websites and mobile apps now feature similar core capabilities, which can make it a challenge to distinguish one site from the next. 

Sean Gelles, Senior Director of Banking and Payments Intelligence at J.D. Power, said in a press release that customer experiences on card apps and websites have plateaued as issuers implement best practices in the industry.

But he believes credit card issuers have motivation to continue to improve the online and app experiences they offer.

“As the consumer technology landscape rapidly evolves with generative artificial intelligence and other advanced tools becoming part of consumers’ everyday lives, banks and credit card companies are under growing pressure to innovate and elevate digital offerings,” Gelles said.

American Express updated its digital card activation services over the past year to make the process more seamless for cardholders.

American Express has improved its digital programs in the past year, providing a more intuitive way for mobile app and website users to activate their Amex Cards. The company also added personalized content to inform people of benefits they’re not using and to recognize customer anniversaries.

A website’s presentation can make a substantial difference in its overall appeal. American Express enhanced the look of its site within the past year to provide cardholders with a more satisfying online experience.

“We strive every day to exceed the expectations of our customers at every touchpoint and in everything we do,” Grosfield said. “That’s why we continuously innovate to create intuitive, personalized experiences within our mobile app and Card Member website.”