Market Survey: The Preferred Cards (in Portuguese)
The only independent annual survey that measures the customer satisfaction of cardholders at the 10 main regions in Brazil.
Card Issuers Perspective:
- Penetration index (how many of your cardholders have cards from other competitors and vice versa)
- Net Promoter Index (comparison between your card and competitors cards) – would your customer recommend the card?
- Customer satisfaction of your cardholder with your card and competitors cards they hold.
- Satisfaction of the cardholders with and without checking account
- Overall customer satisfaction with the product and the key feature
- The preferred cards of customers with more than one card in the wallet?
- Why do customers prefer to use a credit card over another ?
- Customers with Serasa issues (comparison among issuers)
Payment Brands Perspective:
- Cardholder satisfaction with the Payment Brand
- Comparison of the Brands
- Processors and Contact / call Centers
- Satisfaction evaluation of your company
- Comparative satisfaction evaluation with the competition
Segmentations of the sample of over 20K cardholders interviewed
- Payment Brands: Amex; Diners; Hipercard; MasterCard; Visa;
- Product version: Local validity card, International; Gold; Platinum;
- Product type: bank credit card; hybrid; PL’s (private label / store card);
- Mosaic Groups by Serasa Experian;
- Geographic -by region;
- Customers with and without checking accounts;
- Customers with and without credit constrictions.
- Cards without usage over three months
- The preferred card (for cardholders with more than one card);
- Credit card of a account holder x non account holder ;
- Evaluation of cards ( satisfaction, dissatisfaction and restrictions percentages) in terms of:
- Credit limit
- Interest Rate
- Customer Service
- Reward / Loyalty Program
- Invoice / slip ( delivery )
- Annual Fee ( bank cards )
- Ease of payment ( private label )
- American Express
- Banco do Brasil
- Porto Seguro
- Bom Preço (Hipercard)
- Casas Pernambucanas
- Lojas Americanas
- WalMart (Hipercard)