Latest news with #customersatisfaction
Yahoo
2 days ago
- Business
- Yahoo
American Express Ranks No. 1 in the J.D. Power U.S. Credit Card Mobile App and Online Satisfaction Studies
NEW YORK, May 29, 2025--(BUSINESS WIRE)--The American Express® App and the American Express (NYSE: AXP) website both rank number one in the J.D. Power 2025 U.S. Credit Card Mobile App and Online Satisfaction Studies. This is the fifth year American Express ranks as the top credit card mobile app in the study, since 2018, and marks the third time American Express ranks as both the top credit card website and mobile app since the inaugural J.D. Power 2019 U.S. Online Credit Card Satisfaction Study. The J.D. Power 2025 U.S. Credit Card Mobile App and Online Satisfaction Studies measure the overall satisfaction thousands of customers have with the digital offerings of their primary credit card issuers. American Express customers who used the mobile app and website rate it highest in all four categories measured by the study, including navigation, visual appeal, speed, and information/content. "For 175 years, American Express' commitment to customer satisfaction has been the cornerstone of our brand. We strive every day to exceed the expectations of our customers at every touchpoint and in everything we do. That's why we continuously innovate to create intuitive, personalized experiences within our mobile app and Card Member website," said Howard Grosfield, Group President, U.S. Consumer Services. "This recognition was made possible by the exceptional talent across our product, design, engineering and analytics teams. Their focus on delighting our customers ensures we deliver world-class digital products that enhance the membership experience." American Express' ongoing focus on improving our customers' digital experiences ensures consistent elevation of the visual appeal, navigation and performance of our website and mobile app. Enhancements over the past year include: Seamless Activation: A simpler and more intuitive way for mobile app and website users to activate their Amex Cards. Improved Look and Feel: A refreshed design system and use of enhanced designs which optimizes the visual appeal of the website. Streamlined Navigation: Introduction of a Customer Overview experience on the website that allows users to quickly see all of their relationships with Amex, improving ease of navigation and access to critical account information. Personalization: Launch of content tailored to the customer such as notifications of unused benefits, recognition of membership anniversaries, and lounge push notifications. We have seen record digital engagement in the U.S. as we continue to enhance the American Express mobile app and website experience, with monthly active users of the mobile app and website rising 8% over the past year1. Customer satisfaction among U.S. consumers extends beyond the mobile app and website with Amex recently ranking No. 1 in customer satisfaction in the J.D. Power 2025 U.S. Consumer Lending Satisfaction Study2. The company also ranked #1 in the J.D. Power 2024 U.S. Small Business Credit Card Satisfaction Study. ABOUT AMERICAN EXPRESS American Express (NYSE: AXP) is a global, premium payments and lifestyle brand powered by technology. Our colleagues around the world back our customers with differentiated products, services and experiences that enrich lives and build business success. Founded in 1850 and headquartered in New York, American Express' brand is built on trust, security, and service, and a rich history of delivering innovation and Membership value for our customers. With a hundred million merchant locations on our global network in over 200 countries and territories, we seek to provide the world's best customer experience every day to a broad range of consumers, small and medium-sized businesses, and large corporations. For more information about American Express, visit and 1 As of March 2025. 2 American Express received the highest score in the J.D. Power 2023-2025 U.S. Consumer Lending Satisfaction Studies, which measure customers' satisfaction with their personal loan provider. Visit for more details. Location: U.S. View source version on Contacts Aziza Johnson; O: 212-225-4886; E: Error while retrieving data Sign in to access your portfolio Error while retrieving data Error while retrieving data Error while retrieving data Error while retrieving data
Forbes
6 days ago
- Business
- Forbes
Negative Customer Reviews: How To Turn Challenges Into Opportunities
Resolving poor customer reviews Customer reviews and ratings play a key role in the customer journey, with as many as 98% relying on them to inform their purchasing decisions. When you know that your products and services are of exceptional quality, you would expect the majority of customer reviews to be positive. And it can be disheartening and frustrating when they aren't. However, negative reviews shouldn't be something to fear. Instead, see them as valuable opportunities to demonstrate your commitment to customer satisfaction and to improve your services. Dealing with poor customer reviews is a challenge that all entrepreneurs face at some point and something that Matt Little, founder and managing director of lighting company Festoon House, has done many times. The key, he says, is to approach them with a calm, constructive mindset and always be proactive in finding a resolution. 'A customer once posted a review claiming that the outdoor lighting solutions we'd provided weren't as bright as they had hoped, which we knew was something that could be impacted by different installation setups,' he says. 'Instead of taking it personally, I contacted them directly, listened to their concerns, and offered to send a technician out to reassess their setup and offer a solution that better met their needs.' It's important not to shy away from negative reviews but to address them promptly, offering a clear explanation or an alternative solution. Not all negative reviews are fair, but it is important to be professional and factual in any response. 'Keeping a respectful tone is essential,' adds Little. 'Acknowledge their frustration, offer to make it right, and use it as an opportunity to showcase your commitment to customer satisfaction. I've found that handling negative reviews in this manner often turns dissatisfied customers into loyal ones, and the public sees your professionalism too.' The key to dealing with bad reviews is not to see them as an attack, but as feedback that wasn't given during the job. Adrian Iorga, founder and president of Boston-based Stairhopper Movers has overseen countless moves and has had some tough reviews. 'One customer said that we 'rushed through' a small apartment move and didn't explain the charges,' he says. 'I called her and asked how she felt about the situation. She opened up right away. We clarified everything, apologized, and followed up with a note and a small gesture. She edited the review and has since referred three friends.' Iorga also tracks the reviews that have been turned around and shares the data with new employees during training to enable them to understand that following up after a job is equally important as lifting boxes. 'Since we began doing this, our review score has increased by 12% in 18 months,' he adds. 'A poor review doesn't hurt your business but ignoring it does. People want to see how you react when things go wrong. That's when trust starts.' A growing problem in the online review space is false or fake reviews that misrepresent genuine customer experiences and mislead potential customers. Dealing with disingenuous reviews is a challenge for business owners. Some take the path of least resistance and apologize with offers of freebies in exchange for the removal of the offending review. Challenging false reviews Tim Roberts, owner of No. Twenty9, a bar and restaurant in Burnham Market, Norfolk, takes a different approach with his response to false negative reviews. He challenges them. Opened in 2018, the venue has enjoyed growing popularity among locals and tourists alike, reflected in its predominantly five-star Trip Advisor reviews. Roberts estimates that bad reviews make up less than 1% of the total. He says: 'We have as many as 1,000 people drinking, eating, or staying with us every week, and the vast majority are delighted with their experience. But when someone leaves a bad review, making claims that aren't true and badmouthing your business, you have to deal with it.' What unscrupulous reviewers are unaware of is that Roberts' internal CCTV security system allows him to see everything that takes place on the premises. He says: 'Someone might give us a terrible review, saying they didn't like their meal, but I can see that they cleared their plate, and I will point that out in my response. Others have complained about the service, claiming they had to wait 40 minutes between courses. But I know they didn't. I can tell them exactly how long they waited, to the second.' When someone does have a genuine complaint, Roberts asks the customer to message him privately to resolve it. 'If we've done something wrong, I'll be the first to admit it and sort it out,' he says. 'However, the customer isn't always right, and I refuse to let people get away with making false allegations in public. I can never understand restaurants that respond to false negative reviews with 'We are so sorry, please reach out to us.' My advice to them is to grow a pair and tell them what they really think.' As COO of Bates Electric, Andrew Bates has overseen hundreds of projects across the U.S. and experienced every type of review imaginable. He treats every negative review as a field report, providing free information from the ground. ' When a customer complains about something we technically did correctly, I do not dismiss it," he says. "I ask myself, what expectations did we fail to establish? That one mindset shift allowed us to cut follow-up calls on completed jobs in half because the issue was clarity, not quality.' Staff are also trained to identify patterns in honest complaints. 'When we discovered several reviews mentioning delays, all from jobs scheduled after 2 p.m. we restructured scheduling to prioritize high-touch appointments in the morning," says Bates. "No one tells you this on Yelp, but it's buried in the tone of the reviews if you read them as a builder rather than a marketer. Most of what you need to improve is already written in a frustrated customer's paragraph.' Every entrepreneur will face a bad review at some point. If you have dropped the ball and the review is genuine, the advice from serial entrepreneur Nigel Botterill is to act fast and over-deliver in your fix. He says: 'People love grand gestures, so correct whatever is wrong, and then have fun with it. A bouquet with a card, a box of chocolates delivered with a note; that will be what they tell their friends about, not the mistake that started it all.' Where a review isn't real or is riddled with errors, Botterill says it's important to remember that your reply isn't for the person leaving the review; it's for the countless people who are going to see that review and judge you on your response. 'Reply to those customer reviews swiftly, making it absolutely without doubt that what they're talking about is nonsense,' he says. 'A bad customer review isn't a disaster. It's a test. Pass it, and you emerge stronger, smarter, and more trusted. That's how entrepreneurs win, not by avoiding criticism, but by responding better than anyone else.'
Gulf Business
16-05-2025
- Automotive
- Gulf Business
Dubai driver's license: What you really need to know
Image credit: WAM/Website Dubai's Roads and Transport Authority (RTA) has streamlined its driver licensing services, reducing the number of services by 53 per cent, from 33 to 15. Read- This move is part of ongoing efforts to deliver a seamless, secure, and integrated digital experience focused on customer satisfaction. It aligns with the Government of Dubai's vision to enhance the quality of life through improved public services across the emirate. 'The initiative to re-engineer the customer journey and simplify the process of obtaining a driver's licence through smart channels is part of a comprehensive roadmap to enhance RTA's services and improve the overall customer experience,' said Sultan Al Akraf, Director of Driver Licensing at the RTA's Licensing Agency. He added, 'The 'RTA remains committed to enhancing service quality for both corporate and individual customers, adhering to the highest international standards. This commitment is supported by smart solutions, advanced customer services, streamlined procedures, and continuous improvements in operational efficiency and sustainability,' Al Akraf said. Re-engineering the customer journey Al Akraf explained that the re-engineering of the customer journey aims to simplify procedures by reducing steps and visits, minimizing waiting times, and improving operational efficiency while strengthening integration with other government platforms. Range of streamlined services The range of services that have been simplified includes applying for or managing a driver's licence, adding new vehicle categories, transferring a trainee's file between driving institutes, updating personal information, renewing a licence, and requesting replacements in case of loss or damage. Proactive notifications have been introduced, and all these services are now fully accessible online via RTA's official website through simplified steps, eliminating the need for in-person visits. A comprehensive suite of additional driver-focused services is also available.
The Sun
16-05-2025
- Business
- The Sun
Wayfair is selling slashed privacy fence for just £17 – giving 'Instagram worthy' garden glow-up
WAYFAIR has reduced the price of a gorgeous garden essential by 56% this Ma. The retail giant has slashed a 2.4m by 1m privacy fence from £38.99 to just £16.99. 2 Aaliah 2.4m x 1m Privacy Fencing Hedge, £38.99 £16.99 With summer just around the corner, meaning more time outside, it presents the perfect opportunity to start prepping outdoor spaces. Whether you have a balcony, small garden or driveway that could do with a little more seclusion, it's well worth taking a look at this offer on the Wayfair website. The Aaliah 2.4m x 1m Privacy Fencing Hedge offers a two-in-one solution to create privacy from nosey neighbours. Just as good, it can also help give your garden a glow-up without breaking the bank. The decorative fence offers artificial, UV-protected leaves, meaning they will offer luscious green all year round and won't fade in direct sunlight. It's also made from durable, weather-resistant polyethene, setting it up against the Great British weather. "Love this screening!" wrote one ecstatic customer in an online review. "I added roses, fairy lights and a mosaic mirror to create a feature wall worthy of Instagram!" Another buyer described how they "intertwined solar lights" into the fence for some extra dazzle. 2 Privacy-wise, the fence measures in at 2.4m by 1m, providing a generous coverage for balconies, driveways or shorter fences, turning spaces into cosy retreats and privacy shields. The fence promises a simple and easy set-up, which is praised by its buyers. Whether you're attaching the screen to an existing fence or are using it as a standalone product, the process is fuss-free and doesn't require professional help. If you're short on space, it's compact enough to store away when not in use. Wayfair shoppers have been sharing their love for the product for its value, quality and easy set-up. One happy shopper raved about the impact on their outdoor space, writing: "I really love this artificial leaf privacy fence for my balcony, to me, it gives a feel of warmth and cosiness!" With others saying "just love how the fence brightened up my garden" and gave a "vibrancy" which made it look "real fancy". Others praised the privacy function, stating: "Good quality and gives the privacy required", and "Really thick, it lives up to being a privacy fence. Last month, the Shopping team found a pair of Flamingo topiary trees slashed by 50% which are still on sale at Gardening Express. Last week, we also reported on a .
