18
NPS
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American Express is ranked #62 in Global Top 100 BrandsAwards & Recognition
American Express is ranked #62 in Global Top 100 Brands
Awards & Recognition
About American Express' Brand
"American Express is a financial services company that provides credit cards, charge cards, travel and insurance products." American Express’s brand is ranked #62 in the list of Global Top 100 Brands, a carefully curated list of recognized brands as rated by customers of American Express. When compared to other organizations within the Banking and Financial Services industry, American Express is ranked #1. Among its major competitors, American Express is ranked in 3rd place for NPS while Visa is 1st, and Mastercard is 2nd. Overall, American Express has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $127.20B
Brand at a Glance
85%
Customer Loyalty
3.5/5
Product Quality
3.3/5
Pricing
3.4/5
Customer Service
American Express CMO
Elizabeth Rutledge
Elizabeth Rutledge serves as the Chief Marketing Officer of American Express. Elizabeth started at American Express in February of 2018. Elizabeth currently resides in the Greater New York City Area.
American Express Ranking
- #62 / 100 in Global Best Brands
- #1 in Banking and Financial Services
- #3 / 4 of its competitors
American Express NPS
American Express's Net Promoter Score (NPS) is a 18 with 53% Promoters, 12% Passives, and 35% Detractors. Net Promoter Score tracks whether American Express's customers would recommend using the product based on a scale of -100 to 100.
American Express Overall NPS
| 53% | Promoters |
|---|---|
| 12% | Passives |
| 35% | Detractors |
American Express NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2025 15 | Feb 2025 | 15 |
Mar 2025 15 | Mar 2025 | 15 |
Apr 2025 15 | Apr 2025 | 15 |
May 2025 15 | May 2025 | 15 |
Jun 2025 15 | Jun 2025 | 15 |
Jul 2025 15 | Jul 2025 | 15 |
Aug 2025 15 | Aug 2025 | 15 |
Sep 2025 17 | Sep 2025 | 17 |
Oct 2025 17 | Oct 2025 | 17 |
Nov 2025 17 | Nov 2025 | 17 |
Dec 2025 17 | Dec 2025 | 17 |
Jan 2026 17 | Jan 2026 | 17 |
How Other Brands Compare
American Express is ranked third for NPS among its competitors. Visa and Mastercard come in first and second, with PayPal coming in at #4. Among those competitors, it is the lowest valued company behind Visa.
 American Express |  Visa |  Mastercard |  PayPal | |
| Global Ranking | #62 | #65 | #88 | #109 |
| NPS | 18 | 33 | 27 | 9 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | $127.20B | $485.94B | $350.76B | $336.03B |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
American Express NPS by Gender
Male customers rated American Express's NPS 19 points higher than Female customers.
Male
2
American Express's NPS was rated 2 by Male customers on Comparably.
46%
Promoters
10%
Passives
44%
Detractors
Female
-17
American Express's NPS was rated -17 by Female customers on Comparably.
34%
Promoters
15%
Passives
51%
Detractors
American Express NPS by Ethnicity
American Express's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -32 | Caucasian | -32 |
Hispanic or Latino 10 | Hispanic or Latino | 10 |
African American/Black 11 | African American/Black | 11 |
Asian or Pacific Islander 40 | Asian or Pacific Islander | 40 |
Other -16 | Other | -16 |
American Express NPS by Age
American Express's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
American Express NPS by Usage
American Express's NPS was rated the highest by customers who have used American Express's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 20 | Less than 1 Year | 20 |
1 to 2 Years 18 | 1 to 2 Years | 18 |
2 to 5 Years 35 | 2 to 5 Years | 35 |
5 to 10 Years 23 | 5 to 10 Years | 23 |
Over 10 Years -34 | Over 10 Years | -34 |
American Express NPS vs. Competitors
Compared to its competitors, American Express's NPS is rated right above Discover, and is preceded by Mastercard.
| COMPANY | NPS Score | |
|---|---|---|
| Visa | 33 |
| Mastercard | 27 |
| American Express | 18 |
 | Discover | 10 |
| PayPal | 9 |
 | Capital One | -41 |
 | Card.com | -90 |
American Express NPS vs Companies in Banking and Financial Services
In the Banking and Financial Services industry, American Express's NPS is rated right above PayPal, and is preceded by Block.
| COMPANY | NPS Score | |
|---|---|---|
| Visa | 33 |
 | JPMorgan Chase & Co | 31 |
| Mastercard | 27 |
 | Stripe | 26 |
 | Block | 25 |
| American Express | 18 |
| PayPal | 9 |
 | USAA | 7 |
American Express Customer Reviews
Out of the 53 American Express customer reviews 30 were positive and 23 were constructive. American Express customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
American Express Customer Loyalty
85%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
85% of American Express users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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American Express Customer Loyalty Score by Gender
Male customers rated American Express's Customer Loyalty score 4% higher than Female customers.
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Male
88%
Yes
Female
84%
Yes
American Express Customer Loyalty Score by Ethnicity
American Express's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of American Express.
89
out of 100
Caucasian
82
out of 100
Hispanic or Latino
78
out of 100
African American/Black
84
out of 100
Asian or Pacific Islander
85
out of 100
Other
American Express Customer Loyalty Score by Age
American Express's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of American Express.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 79% | 18-25 | 79% |
26-30 92% | 26-30 | 92% |
31-35 78% | 31-35 | 78% |
36-40 76% | 36-40 | 76% |
41-45 88% | 41-45 | 88% |
46-50 87% | 46-50 | 87% |
51-55 89% | 51-55 | 89% |
56-60 94% | 56-60 | 94% |
61-65 83% | 61-65 | 83% |
66+ 90% | 66+ | 90% |
American Express Customer Loyalty Score by Usage
American Express's Customer Loyalty score was rated the highest by customers who have used American Express's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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American Express Customer Loyalty Score by Industry
American Express's Customer Loyalty score was rated the highest by Construction industry customers, and the lowest by Architecture and Planning industry customers.
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American Express Customer Loyalty vs. Competitors
Compared to its competitors, American Express's Customer Loyalty score is rated right above Visa, and is preceded by Card.com.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Card.com | 86% |
| American Express | 85% |
| Visa | 84% |
| Discover | 83% |
| PayPal | 79% |
| Capital One | 79% |
| Mastercard | 78% |
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Customer Loyalty for Other Banking and Financial Services Brands
In the Banking and Financial Services industry, American Express's Customer Loyalty score is rated right above Visa, and is preceded by USAA.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| USAA | 87% |
| American Express | 85% |
| Visa | 84% |
| JPMorgan Chase & Co | 83% |
| PayPal | 79% |
| Mastercard | 78% |
| Stripe | 77% |
| Block | 76% |
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American Express Product Quality
3.5/5
American Express has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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American Express Product Information
American Express’s product quality score is a 3.5 out of 5 as rated by its users and customers. Reviewers from the Consumer Goods industry rated American Express's product the highest. Reviewers from the Consulting industry rated American Express the lowest at 3.4.
- Company Size
- 10,000+ Employees
Industry
Banking and Financial Services
Furniture
Quick Insights into American Express Product Quality
American Express's Product Quality score was rated highest by customers from the Consumer Goods industry, and rated lowest by customers ages 61-65.
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Ranked American Express Product Quality the Highest
Ranked American Express Product Quality the Lowest
American Express Product Quality Score by Gender
Male customers rated American Express's Product Quality score 0.2 stars higher than Female customers.
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Male
3.2/5
Female
3/5
American Express Product Quality Score by Ethnicity
American Express's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
African American/Black 3.5 | African American/Black | 3.5 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 2.9 | Other | 2.9 |
American Express Product Quality Score by Age
American Express's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4.5 | 26-30 | 4.5 |
31-35 3.8 | 31-35 | 3.8 |
36-40 4.1 | 36-40 | 4.1 |
41-45 3.4 | 41-45 | 3.4 |
46-50 3.1 | 46-50 | 3.1 |
51-55 2.5 | 51-55 | 2.5 |
56-60 3.2 | 56-60 | 3.2 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.9 | 66+ | 1.9 |
American Express Product Quality Score by Usage
American Express's Product Quality score was rated the highest by customers who have used American Express's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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American Express Product Quality Score by Industry
American Express's Product Quality score was rated the highest by Consumer Goods industry customers, and the lowest by Real Estate industry customers.
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American Express Product Quality vs. Competitors
Compared to its competitors, American Express's Product Quality score is rated right above PayPal, and is preceded by Mastercard.
| COMPANY | Product Quality Score | |
|---|---|---|
| Visa | 4.1/5 |
| Mastercard | 4/5 |
| American Express | 3.5/5 |
| PayPal | 3.5/5 |
| Discover | 3.2/5 |
| Capital One | 2.3/5 |
| Card.com | 1.5/5 |
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Product Quality for Other Banking and Financial Services Brands
In the Banking and Financial Services industry, American Express's Product Quality score is rated right above PayPal, and is preceded by Block.
| COMPANY | Product Quality Score | |
|---|---|---|
| Visa | 4.1/5 |
| JPMorgan Chase & Co | 4/5 |
| Mastercard | 4/5 |
| Stripe | 3.8/5 |
| Block | 3.6/5 |
| American Express | 3.5/5 |
| PayPal | 3.5/5 |
| USAA | 3.3/5 |
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American Express Pricing
American Express ROI & Value For Money
3.3/5
American Express has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
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American Express Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Consumer Goods industry. The users from the Arts and Entertainment industry think that they had the lowest ROI from American Express.
Quick Insights into American Express ROI
American Express's ROI score was rated highest by customers ages 18-25, and rated lowest by customers from the Arts and Entertainment industry.
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Ranked American Express ROI the Highest
Ranked American Express ROI the Lowest
American Express ROI Score by Gender
Male customers rated American Express's ROI score 0.2 stars higher than Female customers.
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Male
3/5
Female
2.8/5
American Express ROI Score by Ethnicity
American Express's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Hispanic or Latino 3.3 | Hispanic or Latino | 3.3 |
African American/Black 3.5 | African American/Black | 3.5 |
Asian or Pacific Islander 3.6 | Asian or Pacific Islander | 3.6 |
Other 2.8 | Other | 2.8 |
American Express ROI Score by Age
American Express's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 4.1 | 26-30 | 4.1 |
31-35 3.5 | 31-35 | 3.5 |
36-40 3.4 | 36-40 | 3.4 |
41-45 3.2 | 41-45 | 3.2 |
46-50 2.6 | 46-50 | 2.6 |
51-55 2.2 | 51-55 | 2.2 |
56-60 2.9 | 56-60 | 2.9 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.8 | 66+ | 1.8 |
American Express ROI Score by Usage
American Express's ROI score was rated the highest by customers who have used American Express's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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American Express ROI Score by Industry
American Express's ROI score was rated the highest by Consumer Goods industry customers, and the lowest by Arts and Entertainment industry customers.
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American Express Pricing vs. Competitors
Compared to its competitors, American Express's ROI score is rated right above Discover, and is preceded by PayPal.
| COMPANY | Pricing Score | |
|---|---|---|
| Visa | 3.9/5 |
| Mastercard | 3.9/5 |
| PayPal | 3.4/5 |
| American Express | 3.3/5 |
| Discover | 3.3/5 |
| Capital One | 2.1/5 |
| Card.com | 1.5/5 |
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ROI for Other Banking and Financial Services Brands
In the Banking and Financial Services industry, American Express's ROI score is rated right above USAA, and is preceded by PayPal.
| COMPANY | Pricing Score | |
|---|---|---|
| Visa | 3.9/5 |
| JPMorgan Chase & Co | 3.9/5 |
| Mastercard | 3.9/5 |
| Stripe | 3.7/5 |
| Block | 3.6/5 |
| PayPal | 3.4/5 |
| American Express | 3.3/5 |
| USAA | 3.2/5 |
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American Express Customer Satisfaction (CSAT)
American Express Customer Satisfaction (CSAT) Score
61 / 100
American Express has an overall Customer Satisfaction score of 61 rated by its users and customers.
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Very Satisfied
38%
Satisfied
23%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
9%
Very Dissatisfied
23%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into American Express Customer Satisfaction
American Express's Customer Satisfaction score was rated highest by Hispanic or Latino customers, and rated lowest by customers from the Manufacturing and Machinery industry.
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Ranked American Express Customer Satisfaction the Highest
Ranked American Express Customer Satisfaction the Lowest
American Express Customer Satisfaction Score by Gender
Female customers rated American Express's Customer Satisfaction score 4 points higher than Male customers.
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48 / 100
MaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 15% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 13% | |
Very Dissatisfied | 34% |
52 / 100
FemaleVery Satisfied | 26% | |
|---|---|---|
Satisfied | 26% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 7% | |
Very Dissatisfied | 35% |
American Express Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
American Express' Customer Satisfaction (CSAT) score was rated 34% according to Caucasian users and customers.
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34 / 100
Very Satisfied
21%
Satisfied
13%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
15%
Very Dissatisfied
48%
CSAT according to Hispanic or Latino
American Express' Customer Satisfaction (CSAT) score was rated 90% according to Hispanic or Latino users and customers.
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90 / 100
Very Satisfied
60%
Satisfied
30%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
10%
CSAT according to African American/Black
American Express' Customer Satisfaction (CSAT) score was rated 60% according to African American/Black users and customers.
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60 / 100
Very Satisfied
40%
Satisfied
20%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
8%
Very Dissatisfied
20%
CSAT according to Asian or Pacific Islander
American Express' Customer Satisfaction (CSAT) score was rated 74% according to Asian or Pacific Islander users and customers.
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74 / 100
Very Satisfied
39%
Satisfied
35%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
6%
Very Dissatisfied
10%
CSAT according to Other
American Express' Customer Satisfaction (CSAT) score was rated 53% according to Other users and customers.
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53 / 100
Very Satisfied
37%
Satisfied
16%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
5%
Very Dissatisfied
34%
American Express Customer Satisfaction Score by Age
American Express's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 76% | |||||||||||||||
| 26-30 | 87% | |||||||||||||||
| 31-35 | 66% | |||||||||||||||
| 36-40 | 80% | |||||||||||||||
| 41-45 | 61% | |||||||||||||||
| 46-50 | 50% | |||||||||||||||
| 51-55 | 28% | |||||||||||||||
| 56-60 | 59% | |||||||||||||||
| 61-65 | 5% | |||||||||||||||
| 66+ | 14% |
American Express Customer Satisfaction Score by Usage
American Express's Customer Satisfaction score was rated the highest by customers who have used American Express's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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American Express Customer Satisfaction Score by Industry
American Express's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Manufacturing and Machinery industry customers.
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{
"title": "American Express Customer Satisfaction Score by Industry",
"text": "American Express's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Manufacturing and Machinery industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 63,
"stars": 0,
"csatScore": 63,
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},
{
"label": "Accounting",
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"score": 67,
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},
{
"label": "Aerospace and Aviation",
"groupId": 496,
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"scoreClassName": "",
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{
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"groupId": 498,
"score": 60,
"stars": 0,
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"scoreClassName": "",
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},
{
"label": "Arts and Entertainment",
"groupId": 499,
"score": 43,
"stars": 0,
"csatScore": 43,
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"scoreClassName": "",
"scoreLabel": 43
},
{
"label": "Banking and Financial Services",
"groupId": 501,
"score": 63,
"stars": 0,
"csatScore": 63,
"text": "American Express's Customer Satisfaction score is rated by Banking and Financial Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 63
},
{
"label": "Business and Consumer Services",
"groupId": 504,
"score": 20,
"stars": 0,
"csatScore": 20,
"text": "American Express's Customer Satisfaction score is rated by Business and Consumer Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 20
},
{
"label": "Construction",
"groupId": 510,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "American Express's Customer Satisfaction score is rated by Construction customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 67
},
{
"label": "Consulting",
"groupId": 511,
"score": 57,
"stars": 0,
"csatScore": 57,
"text": "American Express's Customer Satisfaction score is rated by Consulting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 57
},
{
"label": "Consumer Services",
"groupId": 514,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "American Express's Customer Satisfaction score is rated by Consumer Services customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 67
},
{
"label": "Education",
"groupId": 515,
"score": 28,
"stars": 0,
"csatScore": 28,
"text": "American Express's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 28
},
{
"label": "Government and Public Policy",
"groupId": 521,
"score": 33,
"stars": 0,
"csatScore": 33,
"text": "American Express's Customer Satisfaction score is rated by Government and Public Policy customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 33
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 45,
"stars": 0,
"csatScore": 45,
"text": "American Express's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 45
},
{
"label": "Hospitality",
"groupId": 523,
"score": 25,
"stars": 0,
"csatScore": 25,
"text": "American Express's Customer Satisfaction score is rated by Hospitality customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 25
},
{
"label": "Legal",
"groupId": 529,
"score": 28,
"stars": 0,
"csatScore": 28,
"text": "American Express's Customer Satisfaction score is rated by Legal customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 28
},
{
"label": "Travel and Hospitality",
"groupId": 530,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "American Express's Customer Satisfaction score is rated by Travel and Hospitality customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 67
},
{
"label": "Manufacturing and Machinery",
"groupId": 533,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "American Express's Customer Satisfaction score is rated by Manufacturing and Machinery customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Marketing, Advertising and Research",
"groupId": 535,
"score": 50,
"stars": 0,
"csatScore": 50,
"text": "American Express's Customer Satisfaction score is rated by Marketing, Advertising and Research customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 50
},
{
"label": "Energy and Manufacturing",
"groupId": 541,
"score": 50,
"stars": 0,
"csatScore": 50,
"text": "American Express's Customer Satisfaction score is rated by Energy and Manufacturing customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 50
},
{
"label": "Professional Services",
"groupId": 549,
"score": 33,
"stars": 0,
"csatScore": 33,
"text": "American Express's Customer Satisfaction score is rated by Professional Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 33
},
{
"label": "Real Estate",
"groupId": 554,
"score": 20,
"stars": 0,
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"text": "American Express's Customer Satisfaction score is rated by Real Estate customers on Comparably.",
"scoreClassName": "",
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}
]
}American Express Customer Satisfaction vs. Competitors
Compared to its competitors, American Express's Customer Satisfaction score is rated right above Discover, and is preceded by PayPal.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Visa | 82% |
| Mastercard | 79% |
| PayPal | 64% |
| American Express | 61% |
| Discover | 56% |
| Capital One | 14% |
| Card.com | 2% |
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Customer Satisfaction for Other Banking and Financial Services Brands
In the Banking and Financial Services industry, American Express's Customer Satisfaction score is rated right above USAA, and is preceded by Block.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Visa | 82% |
| Mastercard | 79% |
| JPMorgan Chase & Co | 77% |
| Stripe | 68% |
| PayPal | 64% |
| Block | 63% |
| American Express | 61% |
| USAA | 30% |
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American Express Customer Service
3.4/5
American Express has an overall Customer Service score of 3.4 out of 5 stars rated by its users and customers.
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About American Express's Customer Service
Address
200 Vesey St., New York City, NY 10285-3106
Website
https://www.americanexpress.com/
Phone Number
+1-855-297-7327
American Express's Social Links
Quick Insights into American Express Customer Service
American Express's Customer Service score was rated highest by customers from the Consumer Goods industry, and rated lowest by customers from the Real Estate industry.
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Ranked American Express Customer Service the Highest
Ranked American Express Customer Service the Lowest
American Express Customer Service Score by Gender
Male customers rated American Express's Customer Service score 0.2 stars higher than Female customers.
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Male
3.1/5
Female
2.9/5
American Express Customer Service Score by Ethnicity
American Express's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
African American/Black 3.5 | African American/Black | 3.5 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Other 2.8 | Other | 2.8 |
American Express Customer Service Score by Age
American Express's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
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0
20
40
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100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 4.4 | 26-30 | 4.4 |
31-35 3.9 | 31-35 | 3.9 |
36-40 3.7 | 36-40 | 3.7 |
41-45 3.4 | 41-45 | 3.4 |
46-50 2.7 | 46-50 | 2.7 |
51-55 1.9 | 51-55 | 1.9 |
56-60 3.2 | 56-60 | 3.2 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
American Express Customer Service Score by Usage
American Express's Customer Service score was rated the highest by customers who have used American Express's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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American Express Customer Service Score by Industry
American Express's Customer Service score was rated the highest by Consumer Goods industry customers, and the lowest by Real Estate industry customers.
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American Express Customer Service vs. Competitors
Compared to its competitors, American Express's Customer Service score is rated right above Discover, and is preceded by Mastercard.
| COMPANY | Customer Service Score | |
|---|---|---|
| Visa | 4/5 |
| Mastercard | 3.9/5 |
| American Express | 3.4/5 |
| Discover | 3.4/5 |
| PayPal | 3.3/5 |
| Capital One | 2/5 |
| Card.com | 1.5/5 |
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Customer Service for Other Banking and Financial Services Brands
In the Banking and Financial Services industry, American Express's Customer Service score is rated right above USAA, and is preceded by Block.
| COMPANY | Customer Service Score | |
|---|---|---|
| Visa | 4/5 |
| JPMorgan Chase & Co | 4/5 |
| Mastercard | 3.9/5 |
| Stripe | 3.6/5 |
| Block | 3.4/5 |
| American Express | 3.4/5 |
| USAA | 3.3/5 |
| PayPal | 3.3/5 |
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American Express as an Employer
4.0/5
American Express has a 4.0/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
American Express scored a 18 for Net Promoter Score and a 16 for Employee Net Promoter Score. NPS gauges how likely a customer of American Express would recommend the brand to a friend. ENPS measures how likely American Express employees would recommend working at American Express to a friend.
Net Promoter Score
18
NPS Score
| 53% | Promoters |
|---|---|
| 12% | Passive |
| 35% | Detractors |
Employee Net Promoter Score
16
eNPS Score
| 47% | Promoters |
|---|---|
| 22% | Passive |
| 31% | Detractors |
Global Ranking Snapshot
American Express is ranked #62 in the Global Top 100 Brands. It ranks just behind Mars and just ahead of PUMA.
| RANK | COMPANY | CEO | INDUSTRY | ||
|---|---|---|---|---|---|
60 |  | HBO |  | Media and Entertainment | |
61 |  | Mars |  | Grant Reid | Food and Beverages |
62 | | American Express | | Stephen Squeri | Banking and Financial Services |
63 |  | PUMA |  | Arne Freundt | Fashion and Beauty |
64 |  | Versace |  | Mr. Jonathan Akeroyd | Fashion and Beauty |
65 | | Visa |  | Ryan McInerney | Banking and Financial Services |
66 |  | Adobe |  | Shantanu Narayen | Tech |
Banking and Financial Services Ranking Snapshot
American Express is ranked #1 in the Banking and Financial Services Industry. It ranks just ahead of Visa.
| RANK | COMPANY | Location | |
|---|---|---|---|
1 | | American Express | New York City, NY |
2 | | Visa | San Francisco, CA |
3 | | Block | Oakland, CA |
4 | | USAA | San Antonio, TX |
5 | | JPMorgan Chase & Co | New York City, NY |
6 | | Mastercard | Purchase, NY |
7 | | PayPal | San Jose, CA |
