On behalf of moneyland.ch, market research institute GfK Switzerland conducted a representative survey across German-speaking and French-speaking Switzerland to determine customer satisfaction among credit card users.
The survey aimed to determine individual levels of customer satisfaction in the following fields: Customer support when problems arise or cards need replacing; friendliness of customer service representatives; value for money; clarity of terms & conditions; general customer satisfaction; customer readiness to recommend products.
Cardholder could choose between 1 (fully unsatisfied) and 10 (fully satisfied). Greater weight was placed on general customer satisfaction and customer readiness to recommend products when determining average customer satisfaction levels.
The majority of Swiss cardholders are satisfied with their credit cards
The results of the survey show that the majority of Swiss credit card and prepaid card users are satisfied or very satisfied with the service they receive. These results may be surprising, but it is important to note that most Swiss payment card users only use their credit cards to settle simple payments, which is generally an issue-free process.
Credit card users are also content with the customer support they receive when issues arise or when cards are lost, with the average rating in this regard being 8 out of 10 points. The friendliness of customer service representatives is also highly rated, at 8.1 out of 10 points. General customer satisfaction ratings average 8.2 out of 10. Clarity of terms & conditions received slightly lower ratings at 7.9 out of 10 points. Not all customers are ready to recommend their cards to other people, with customer readiness to recommend products coming in at 7.8 out of 10 points.
Value for money achieved the lowest levels of customer satisfaction (7.7 out of 10 points). Not surprisingly, credit cards with no annual fee such as the Migros Cumulus Mastercard (8.6 out of 10 points) and the Coop Supercard (8.5 out of 10 points) performed the best in this regard.
As a whole, credit cards and prepaid cards from Cornèrcard, Swiss Bankers and PostFinance showed high customer satisfaction levels, as did the Coop Supercardplus (Swisscard) and the Migros Cumulus Mastercard (Cembra Money Bank). Cards from UBS, Credit Suisse, Swisscard, Viseca, Cembra Money Bank and Bonuscard also received good ratings.
Average customer satisfaction ratings are clearly shown in the interactive credit card comparison on moneyland.ch. Detailed breakdowns of customer satisfaction ratings are included on product information pages.