Innovation Spotlight: Empowering What's Next

Credit Card Customers Have Spoken... Are Issuers Listening?

If you’re like me, you use a credit card to make purchases on a regular basis and that card earns you rewards points. If you’re like many of the U.S. credit card customers J.D. Power has surveyed in recent years—you’ve also probably felt at least a little unclear about to redeem them. You’re not alone, most credit card holders we survey have yet to use their provider’s mobile app and many customers rarely redeem their rewards. Our independent research shows two ways to significantly boost satisfaction with your rewards credit card are to:

  1. Use your issuer's mobile app
  2. Use your rewards more frequently

Give Yourself Some Credit: In Real-time.

We have seen this trend toward mobile channels and immediate gratification across industries at J.D. Power but Citi is a company who really listened to the messages that customers were sending—they’d be more likely to redeem their rewards if they could do so more frequently and preferably on their mobile app. Citi’s new ‘Pay with Points’ feature combines digital convenience with the instantly satisfying experience of real-time points redemption. I also found that Pay with Points takes frequency and instant gratification to another level as it is currently the only program, which allows users to cover pending transactions – rather than just posted ones. All you need to do is set up email or push notifications, click when you make an eligible purchase, log into your Citi account, select confirm and the transaction will appear on your statement. If you have a Citi Prestige, Citi Premier, Citi Rewards+ or Citi ThankYou Preferred card you should definitely give this new offering a try.

Never stop searching for what’s next and best in the products and services that matter most to you.

About the J.D. Power Innovation Spotlight

By championing innovations, J.D. Power looks out for consumers who are looking for what’s next. For over 50 years, J.D. Power has been the unbiased voice of the customer. We independently collect opinions and transactional data from millions of shoppers, purchasers, and users every year. Behind every rating, review, and award, are real insights from real people. We cover the products and services that matter most to you, so when it’s time to make an important decision, you have the information you need to make informed, confident choices.