The Customer Service Survey

CFPB Credit Card Complaint Data

by Peter Leppik on Wed, 2012-09-26 16:06

A few months ago the Consumer Financial Protection Bureau started releasing raw data on credit card complaints. These are anonymized records of individual complaints consumers have filed with the government about their credit card company, and they include useful information like the company, type of complaint, whether the company responded promptly, and what resolution was offered.

This data really complements our National Customer Service Survey data measuring customer service quality at major banks. The NCSS data is measuring the typical everyday customer service experience, and the complaint database relates to what happens when a bank really screws up.

So we've taken the CPFB data and republished it in the form of some key metrics dashboards and interactive tables. These will be kept up to date as the government data changes, so you can see how the companies are performing over time.

I hope this tool proves useful, and we're looking for ways to improve it. Please let me know if you have any suggestions.

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