New Research Ranks Digital Platforms of Leading Credit Card Issuers Across Seven Categories

Credit card issuers have a number of tools they can use to measure their performance and assess whether they’re on track to meet their goals. Financial metrics — including an issuer’s ability to maintain revenue while keeping costs in check — can signal how efficient a credit card issuer is. 

Feedback from customers and employees can inform credit card issuers how key stakeholders view their performance. But customer and employee opinions can be tainted by biases and hidden motives. That’s why a comprehensive assessment from an independent agency can be invaluable to card issuers seeking an honest opinion of their performance.

Corporate Insight provides competitive intelligence and research into the customer experience for companies in the financial services and healthcare industries. On April 7, the company released its 2025 Credit Card Experience Benchmark Reports, which evaluate the digital platforms of leading card issuers.

This year’s version of the report examines 14 credit card issuers, including American Express, Bank of America, Capital One, Citi, and Discover. Overall, Corporate Insight found that issuers have made strides in improving their digital platforms over the past year.

“Our 2025 Benchmarks shows the industry made notable progress in digital capabilities over the past 12 months, with nearly all card issuers improving their score year-over-year,” Julianna Sansevero, Research Manager with Corporate Insight, said in a press release.

Corporate Insight’s evaluation of issuer digital platforms focuses on seven key categories: account information, card servicing, design and navigation, rewards experience, profile and settings, support, and prospect experience.

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Corporate Insight reviewed an issuer’s website and mobile experience for its report. The company assigned a separate score to each credit card issuer for the website and mobile experience they provide. One hundred is the highest score an issuer can receive from Corporate Insight.

Citi earned the best website experience result, scoring 83 points. Sansevero said Citi leads the way when it comes to card servicing, offering excellent features in regards to card security. Bank of America and Chase followed closely behind with 80 and 79 points, respectively. 

“Citi secures the top spot for the second consecutive year, with a top-two finish in five of seven categories,” Sansevero said. “Bank of America also turned in a strong performance, earning first place in three categories: Account Information, Profile & Settings and Prospect Experience.”

Citi and Chase also placed in the top three for the mobile experience they provide to cardholders. Chase led the way with 77 points, while Citi came in second with 76 points. U.S. Bank earned third place in the mobile category with 75 points. Sansaevro said card issuers are attempting to “close the capabilities gap” between desktop and mobile experiences.

A few key trends came to light during the course of Corporate Insight’s research. The company’s study revealed that cardholders strongly value access to card balance information and security alerts. Eighty-four percent of respondents to Corporate Insight’s consumer survey rate alerts and balance information as very or extremely important.

Dispute enhancements are another element cardholders value, the study says. Corporate Insight noted that multiple issuers — including Synchrony, USAA, and U.S. Bank — focused on upgrading their dispute tracking and history management services. 

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Corporate Insight reports that American Express, Chase, and U.S. Bank either launched or improved the online financial management tools they offer cardholders over the past year. 

Online programs can help cardholders manage their finances.

Corporate Insight’s report focuses on 14 of the most prominent credit card issuers in the U.S., but other issuers can learn from the report’s conclusions. 

“Our survey of over 1,400 card holders reveals that users expect robust capabilities across all aspects of online card management rather than focusing on just a few standout experiences,” said Meghan Jacoby, Senior Analyst for Bank and Credit Card at Corporate Insight. 

“The consistently high importance ratings across functions — from balance information to payment details to security features — show that card issuers must deliver strong performances across their entire digital platform,” Jacoby added.