CFPB Credit Card Complaint Data


Share on LinkedIn

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.

Republished with author's permission from original post.

Peter Leppik
Peter U. Leppik is president and CEO of Vocalabs. He founded Vocal Laboratories Inc. in 2001 to apply scientific principles of data collection and analysis to the problem of improving customer service. Leppik has led efforts to measure, compare and publish customer service quality through third party, independent research. At Vocalabs, Leppik has assembled a team of professionals with deep expertise in survey methodology, data communications and data visualization to provide clients with best-in-class tools for improving customer service through real-time customer feedback.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here