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The Winners

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									THE CrEdiT Card aWardS / 2006




Credit where it’s due...


The Winners




February 2006
The Hilton Hotel, Park Lane, W1

                                  3
introduction
                                                                                                        Contents

                                                                                                        The Winners 2006                                 5


                                                                                                        The judges                                        7
                                                   and no doubt over the coming year we will see
                                                   further moves towards reducing the inevitable        Prime sponsor messages                           9
                                                   migration to cardholder not present fraud that
                                                   this initiative will encourage.
                                                                                                        New credit card product of the year              11

                                                   The awards have given the industry the
                                                   opportunity to present to a wider audience           Marketing campaign of the year                   13
                                                   examples of the excellence present throughout
                                                   the UK credit card market in many of the above       Credit card design of the year                   15
                                                   areas and also in disciplines as diverse as card
                                                   design, CRM, marketing and technology.               CrM strategy                                     17

                                                   The support we have had from the industry for
                                                                                                        affinity/co-brand/retail card programme          19
The first Credit Card Awards ceremony has          The Credit Card Awards has been exceptional.
been the culmination of more than ten years of     We are fortunate to have recruited such a
thinking and 18 months of detailed planning to     knowledgeable and authoritative judging panel,       CSr programme of the year                        21
create an event that celebrates the successes      which we believe has achieved the difficult
and achievements of the UK credit card industry.   balance of being representative of the industry      Enhancement programme of the year                23
                                                   and yet independent of the card issuers, co-
The awards come after a difficult two years for    brands, affinities and retailers who were eligible   On-line presence                                 25
the industry. At the same time as some exciting    to enter the awards.
new card propositions have been launched
                                                                                                        Technology initiative of the year                27
in the market, we have also seen a growing         I would like to take this opportunity to thank
accountability towards customers.                  our judges and our sponsors, who have shown
                                                   their commitment to this industry through their      Security or anti-fraud development of the year   29
The introduction of summary boxes and              support of this event and without whose input
data sharing is a great start in encouraging       the awards would not have happened.                  industry innovation of the year                  31
responsible lending and controlling consumer
debt. Regulation has also transformed the way      We intend that these inaugural Credit Card           responsible customer acquisition strategy        33
issuers are required to think about enhancement    Awards will be the first in a long line of similar
and insurance propositions for customers and       annual events to which I look forward to
                                                                                                        Best known credit card brand                     34
the debate over payment protection insurance is    welcoming you in years to come.
set to gain an even higher profile in 2006. The
major security breakthrough in the last year has   Martin Fielding                                      industry personality of the year                 35
been, of course, the transition to chip and PIN    CEO, The Credit Card Awards

                                                                                                                                                              4
The Winners 2006



BEST NEW CrEdiT Card PrOduCT      BEST CSr PrOGraMME                        BEST iNduSTry iNNOvaTiON
OF THE yEar                       OF THE yEar                               OF THE yEar
Sainsbury’s Bank                  Barclaycard                               Egg




BEST CrEdiT Card MarkETiNG        MOST SuCCESSFuL CrEdiT Card               MOST rESPONSiBLE
CaMPaiGN OF THE yEar              ENHaNCEMENT PrOGraMME OF THE yEar         CuSTOMEr aCquiSiTiON PrOGraMME
Nationwide                        Marks & Spencer Money                     HBOS Personal Lending




BEST CrEdiT Card                  BEST ON-LiNE PrESENCE                     BEST kNOWN CrEdiT Card BraNd
dESiGN OF THE yEar                Egg                                       issuer: Barclaycard
Barclaycard and Sky                                                         Co-brand: automobile association




BEST CrM STraTEGy                 BEST TECHNOLOGy iNiTiaTivE OF THE yEar    iNduSTry PErSONaLiTy OF THE yEar
Marks & Spencer Money             Barclaycard and Sky                       The chip and PiN team




BEST aFFiNiTy/CO-BraNdEd/         BEST SECuriTy Or aNTi-Fraud dEvELOPMENT
rETaiL Card PrOGraMME             OF THE yEar
HBOS Personal Lending and NSPCC   Bank of ireland – Merchant Services uk



                                                                                    THE CrEdiT Card aWardS / 2006   5
                                                                                                                    5
The Judges
Message from Chair of Judging Panel, Sandra quinn



                      It’s always       importance that card issuers place
                      seemed            on this aspect of their business.
                      surprising that   The judges were delighted to
                      for a product     review a shortlist of a very high
                      that has been     calibre; in fact reflecting the
                      around so         judging panel’s own exacting
                      long – the        standards. Inevitably there were
                      credit card       conflicting views but selecting
                      in the UK         the eventual winners from a
                      celebrates        shortlist of over 40 highlighted
its 40th birthday in 2006 – there       some excellent examples of best
weren’t any awards devoted to it.       practice. On a personal note,
                                        I would like to thank the judges
After all, this is the mass market      for their participation and
consumer product in the UK.             rigorous attitude.
Two-thirds of adults in the UK
have a credit card and there are        In the future, we would hope         (back row, left to right):
more credit cards than there are        these Awards drive the credit        Eric Austin, Consultant and Chair, Financial Services Council, DMA
televisions or mobile ‘phones!          card industry’s development
                                                                             Peter Mitchell, General Manager, CAF Bank
Perhaps therefore it is a sign of       of leading-edge products and
                                                                             Kelley Knutson, Managing Director, TSYS Europe
a mature industry and one that          standards of excellence.
feels comfortable in its own skin                                            Annich McIntosh, Managing Editor, Card World and Fraud Watch

– or in tribute to Egg, in its own      Sandra Quinn                         Andy Fairchild, Customer Operations Director, AXA Insurance
shell – that we are now prepared        Director of Corporate                Jonathan Flint, Managing Director, Corporate, Citigate Dewe Rogerson
to celebrate the best credit card       Communications, APACS                Paul Lucraft, Vice President and General Manager, UK and Ireland, MasterCard Europe
products out there. They are those      Chair of Judging Panel
that meet the many and changing
                                                                             (front row, left to right):
consumer needs in one of the
most transparent, competitive and                                            John Woods, Chief Executive, Moneyfacts Group

dynamic markets in the world.                                                Greg Twitcher, UK Head of Markets and Payments, Visa Europe

                                                                             David Prosser, Personal Finance Editor, The Independent
Transparency is increasingly an                                              Nick White, Head of Personal Finance, uSwitch
industry buzzword and the judging
                                                                             Wendy Van Den Hende, Chief Executive, pfeg
panel was particularly pleased
                                                                             Sandra Quinn, Director of Corporate Communications, APACS (Chair of judging panel)
to see submissions on Most
Responsible Customer Acquisition                                             Steve Round, Chief Executive, Hurlstons Consulting

Strategy which demonstrated the                                              Marcel Knobil, Chairperson, Creative & Commercial and Founder of Superbrands
Prime Sponsor Messages




AXA totally support the recognition of achievement      As one of the country’s leading public relations         As a leading provider of payment card services,
in the credit card industry and we are proud to         consultancies, Citigate Dewe Rogerson is thrilled to     TSYS is proud to support the inaugural Credit Card
sponsor the first Credit Card Awards. The cultivation   be a sponsor and judge for The Credit Card Awards.       Awards for the UK. Recognising excellence is
of best practice lies at the heart of our approach to   We are delighted that achievements in the credit         important to TSYS and this event encourages all
working with our partners, and we are continually       card industry are being recognised and rewarded.         payments industry participants to strive for the
making investments to improve performance and           Innovation and market understanding were key             highest possible standards. TSYS is committed to
innovation in order to raise the standards -            benchmarks against which the judges reviewed             providing the market with advanced technology
something which these awards celebrate.                 this year’s awards entrants and are also key             solutions and unsurpassed client support to help
                                                        success factors for Citigate Dewe Rogerson and our       UK financial institutions and retailers meet their
Andy Fairchild                                          consultants. Our business is about fully realising the   objectives. Since entering the UK, TSYS has helped
Customer Operations Director                            potential of new ideas and also understanding            our clients realise unprecedented growth and
AXA Insurance                                           how opinion is formed and how it can be influenced.      innovation in their card programmes. TSYS is
                                                                                                                 pleased to be a trusted partner in the ever changing
                                                        Jonathan Flint                                           UK payments industry.
                                                        Managing Director
                                                        Citigate Dewe Rogerson                                   Kelley C. Knutson
                                                                                                                 Managing Director
                                                                                                                 TSYS Europe




                                                                                                                                                                        7
Best New Credit Card Product
of the year

Winner:                                  In a year that saw the
                                         launch of many credit card
Sainsbury’s                              products offering competitive
                                         introductory rates and
Bank                                     enhancements, Sainsbury’s
                                         Bank led the pack by launching
The only card                            the first credit card to offer
you’ll ever need                         0% on purchases for 12
                                         months as well as a choice
                                         of incentives. The aim of the
                                         card was to deliver real value
                                         to the customer, especially the     ‘The product offers               When evaluating the entry,
                                         Sainsbury’s shopper, making it      customers a simple                the judging panel commented
                                         ‘the only card you’ll ever need’.   and unique value                  particularly on the value this
Category sponsor
                                                                             proposition with                  product offers to a wide range
                                         This strong proposition             tangible benefits                 of customers. They considered
                                         combined with no transfer           that would also help              the combination of 0% on
                                         fee and a low life of balance       drive up footfall and             purchases for 12 months, the
                                         transfer rate of 5.9% for           spend for the retailer’           low balance transfer rate and
                                                                                                               the choice of Nectar points
                                         balances transferred in the first   The product demonstrated
                                                                                                               or cashback as different, yet
                                         six months, attracted a record      flexibility and value for
                                                                                                               simple for customers to grasp.
                                         uptake for Sainsbury’s Bank         cardholders by offering a
                                                                                                               The product information
                                         standard and platinum credit        range of rewards, including
Finalists 06                             cards by both existing and          cashback at 0.25% on the value
                                                                                                               was clear and easy to read
                                                                                                               ensuring clarity.
                                         new customers.                      of purchases. Those preferring
Bank of ireland and Post Office
                                                                             to earn Nectar points instead
Post Office® 2 in 1 Credit Card
                                         Promoted in-store at                received one point for every
Barclaycard and Sky                      Sainsbury’s supermarkets            £2 spent in-store and one
SkyCard                                  and by direct mail to their         point for £5 spent elsewhere.
                                         banking customers and Nectar        In addition, cardholders
Lloyds TSB
                                         cardholders, the Sainsbury’s        were offered vouchers and
Lloyds TSB rewards american Express®
                                         Bank credit card consistently       exclusive discounts on shopping
Credit Card
                                         topped newspaper best buy           at Sainsbury’s and further
Sainsbury’s Bank                         tables and won a Moneyfacts         shopping savings once a quarter
The Only Card you’ll Ever Need           Award for Best Credit Card          with their monthly statements.
                                         Provider (introductory rate).
yorkshire Building Society
yorkshire Building Society Credit Card
Best Credit Card
Marketing Campaign of the year

Winner:                        ‘By July 2005         Nationwide put itself firmly on the map with       switching to Nationwide (source: Mintel Travel
                               Nationwide’s market   a successful integrated marketing and brand        Insurance Report February 2005 and APACS
Nationwide                     share increased by    values campaign operating under the strapline      Plastic Card Review 2005.)
                               20% (source: NOP)…    ‘Proud to be different’ and demonstrating the
Proud To                       moving the product    ways in which Nationwide treats customers          The campaign has had such an impact that by
                               to top of wallet      differently to competitors.                        July 2005, Nationwide’s market share increased
Be different                   for non-domestic                                                         by 20% (source: NOP) and credit card sales
                               transactions’         The marketing campaign for cards focused           targets were exceeded by 46% between April
                                                     on the unique selling point of Nationwide’s        and August 2005. Judges considered that
                                                     ‘Commission free use abroad’, making               this was a very timely campaign launched
                                                     consumers question the way they were being         around the Easter holidays designed to move
                                                     treated by other card providers who can charge     the product to top of wallet for non-domestic
                                                     as much as 2.75% on overseas transactions.         transactions. The campaign raised customer
Category sponsor                                                                                        awareness to such an extent that foreign sales
                                                     Nationwide’s campaign used a wide range of         per active account increased by 30% during the
                                                     channels and techniques, which the judges          summer months.
                                                     felt was brilliantly executed, creating a huge
                                                     impact for the company in terms of enhanced
                                                     brand recognition and press and public
                                                     perception. The humorous television adverts
                                                     were supported by similar messages conveyed
                                                     in the branches and across all point of sale
Finalists 06                                         material and the website, which hosted a cost
Barclaycard and Sky                                  savings calculator to demonstrate how much
Skycard                                              could be saved against competitors. Throughout
                                                     the campaign, cardholders using their credit
Capital One
                                                     card abroad received statement messages
Capital One identity Theft assistance
                                                     reiterating their savings. The key messages
Marks & Spencer Money                                were also communicated to the building society’s
&MOrE credit card reissue programme                  employees through various internal channels.
Nationwide
                                                     Journalists frequently cited Nationwide credit
Proud To Be different
                                                     card as the card to use abroad following a PR
The royal Bank of Scotland                           drive which illustrated that UK holidaymakers
Post it Note dM Campaign                             lose over £500 million in unnecessary bank
virgin Money
                                                     charges and could save £750 million by
Plastic Surgery you Have to Have

                                                                                                                                                         9
Best Credit Card
design of the year

Winner:                  By working in partnership,         along the bottom edge of the       the card. This is initially
                         Barclaycard and Sky have           portrait card. This ‘look’ was     account servicing through
Barclaycard              been able to deliver a credit      so successful that MasterCard      the TV, as well as
                         card proposition that provides     has now written this into their    browsing and redeeming
and Sky                  something significantly            core brand guidelines and it       SkyPoints offers, with
                         different for the customer.        has already been copied by         scope for increased
SkyCard                  SkyCard is the world’s first       other issuers. The design of the   capabilities in time.
                         interactive credit card that       card is understated, needing
                         works in a satellite TV set top    to align with Sky’s minimalist     Having pushed
                         box and the first fully portrait   brand values with a ‘glass look’   the boundaries
                         style credit card design.          and includes an arrow icon in      on traditional
                                                            the top right hand corner to       card design, the
                         The two organisations worked       educate the SkyCard customer       partnership has
                         with MasterCard to deliver the     in how to use it in the Sky        produced a card
                         radical new design for the card,   box. Reflective of the move to     design that is
                         obtaining permission to move       chip and PIN, the silver chip      obviously sought
                         the MasterCard logo to the         not only adds to the overall       after by Sky customers,
                         side of the hologram instead       look of the SkyCard, it delivers   with over 190,000 cards issued
                         of above it, and then rotating     the product’s USP – enabling       as at end of September 2005.
                         the whole by 90 degrees to run     the interactive functionality of   SkyCard is already on-track
                                                                                               to beat its first year business
                                                                                               case, with over 250,000
                                                                                               applications received since
                                                                                               launch and purchase turnover
                                                                                               hitting £20m within 4 months
                                                                                               of launch.
Finalists 06
                                                                                               ‘SkyCard is the world’s
Barclaycard and Sky
                                                                                               first interactive credit
SkyCard
                                                                                               card that works in a
Barclaycard Business                                                                           satellite Tv set top
Barclaycard                                                                                    box and the first fully
Business Card redesign                                                                         portrait style credit
                                                                                               card design’
Lloyds TSB
Lloyds TSB rewards
american Express®
Credit Card
Best Customer relationship
Management Strategy

Winner:
                                                                                                    circle from TV     After the campaign, the
                                                                                                    advertising        company called customers who
Marks & Spencer
                                                                                                    to in-store        had still not activated their card
Money                                                                                               promotion.         by telephone or prompted them
                                                                                                                       with a reminder letter.
&MOrE Credit Card                                                                                    M&S Money
reissue Programme                                                                                    focused its       The judging panel admired the
                                                                                                     CRM strategy      way M&S Money was continuing
                                                                                                     and resources     to segment, target and retain
                                                                                                     on ensuring       its customer base
                                                                                                     that its most     with attractive offers
                                                                                                     profitable        throughout a period of change
Category sponsor                                                                                     cardholders       from a pure store card
                                                                                                     activated their   environment to a co-branded
                      ‘Customers at the        With the arrival of chip and        new cards and continued to          credit card, followed swiftly by
                      highest risk of          PIN, Marks & Spencer Money          use them during this period of      the reissue programme.
                      dormancy and with        embarked on a programme to          transition. Customers at the
                      the highest value to     reissue all credit cards on their   highest risk of dormancy and        Following the reissue
                      M&S were scored and      account base. Having recently       with the highest value to M&S       campaign, activity rates
                      targeted with points     launched the credit card,           were scored and targeted with       improved across the card base
                      incentives to activate   the business implemented            points incentives to activate       with more accounts spending
Finalists 06          and use their new        a forced reissue of all three       and use their new black card        on their card than pre-reissue.
                      &MOrE credit card’       million cards. M&S Money            through lasered offers on their     This was driven mostly by
The judges did not                             used this opportunity to create     card-carrier letter.                dormant cardholders starting
produce a shortlist                            a programme which would                                                 to spend and previously
for this category.                             maximise return on investment       Risk and response models            unactivated cardholders
                                               and mitigate risk of dormancy       identified over a hundred           becoming active, with 50%
                                               by developing the current card      individual customer segments.       spending in the first 3 weeks.
                                               proposition above and below         Cardholders scoring highly          The launch also had a positive
                                               the line to stimulate usage.        against cross sale propensity       effect on card recruitment
                                                                                   criteria were re-routed to          growing the account base by
                                               The contemporary and stylish        customer service agents during      6% in under three months.
                                               matt black &MORE credit card        activation calls to capitalise
                                               delivered a new image which         on the cross sell opportunity
                                               was supported by a marketing        for balance transfers and card
                                               campaign that went the full         insurance products.

                                                                                                                                                     11
Best affinity/Co-branded/
retail Card Programme

                                  With its attractive and                                                   supported an increase
Winner:
                                  competitively priced offer                                                 in card volumes which
                                  and its obvious                                                             exceeded all forecasts.
HBOS Personal
                                  benefits                                                                     Judges were won
Lending and NSPCC                 to issuer,                                                                    over by this
                                  affinity                                                                       attractive deal for
NSPCC/HBOS                        partner and                                                                     the charity and its
affinity Card                     cardholder,                                                                      genuine examples
                                  the NSPCC                                                                         of partnership
Programme                         Credit Card                                                                        marketing. The
                                  has proved to                                                                      affinity strategy
                                  be a winning                                                                        promotes the
                                  combination.                                                                         strength of
Category sponsor                                                                                                    the NSPCC brand
                                  HBOS – one of                                                           through HBOS channels
                                  the largest charity                                     traditional     and reaches supporters
                                  card issuers in the                                marketing            that may not have been
                                  UK, donates to the                     campaigns and more               reached otherwise.
                                  NSPCC (National                     recently HBOS has attracted         Research shows that 62%
                                  Society for the Prevention of       awareness of the charity card       of charity supporters who
                                  Cruelty to Children) for every      across the Halifax branch           hold charity credit cards
                                  card taken out and activated        network as a stand-alone            remain on the charity’s
Finalists 06                      and for every £100 spent,           offer within the credit card        supporter database
                                  HBOS donates a further sum          suite of products. In the last      4.5 years longer than        ‘an attractive deal for the
Bank of ireland & Post Office
                                  to the charity. Since 1st           year, HBOS has introduced           non-charity cardholders.     charity and… genuine examples
Post Office® 2 in 1 Credit Card
                                  October 2004, £1 million has        new marketing channels to                                        of partnership marketing’
Barclaycard and Sky               been raised for the NSPCC           the card programme such as          Support for the NSPCC is
SkyCard                           via royalties earned from the       the Halifax web site, a ‘micro      not limited to the credit
                                  affinity credit card programme.     site’ built by HBOS www.            card programme, HBOS
HBOS Personal Lending & NSPCC
                                                                      charitycard.co.uk and money         Card Services has engaged
NSPCC/HBOS affinity
                                  The product rivals many other       aggregators, such as Motley         in promoting the NSPCC
Card Programme
                                  credit cards with an introductory   Fool and Money Supermarket,         brand and mission to its
yorkshire Building Society and    rate of 0% p.a. on balance          where the NSPCC Credit Card         employees and through
The Co-operative Bank             transfers and purchases with a      appeared as the best purchase       fundraising (matched by HBOS
yorkshire Building Society        go-to rate of a typical 12.9%       within their ‘best buy tables’ in   Foundation), they have raised a
Credit Card                       APR (variable). The NSPCC           both mainstream and ‘charity’       further £1.5 million for
                                  credit card is promoted using       credit card sections. This          the charity.
Best Corporate Social responsibility
Programme of the year

                                                                                            a programme addressing the           approach will make an
Winner:
                                                                                            key needs of this target group       enormous difference to the
                                                                                            as well as encouraging its           emotional and financial
Barclaycard
                                                                                            employees to participate in          hardship that many lone
Horizons                                                                                    work experience schemes at           parents and their children face.’
                                                                                            Barclaycard’s offices for external
Programme                                                                                   lone parents.                        Reflecting on the judging
                                                                                                                                 panel’s thoughts, one judge
                                                                                            Barclaycard hopes that this          summed up, ‘Barclaycard
                                                                                            programme will make a real           has got the whole company
                                                                                            and lasting difference through       involved, working with a
                                                                                            giving practical help and            number of charities. It is a
                                                                                            advice. There are four elements      brave and visible initiative
Category sponsor                                                                            to the Horizons programme:           across the business and meets
                                                                                            • advice and information on          the objective of responsible
                                                                                              dealing with finances and          lending with Barclaycard
                                                                                              getting out of debt                committing to support the most
                                                                                            • funding to cover costs             vulnerable for the long term.’
                     There are 1.8 million one          disadvantaged lone parents            associated with sending
                     parent families in Britain today   make the transition out of            children to school                 ‘Barclaycard is
                     caring for 3 million children.     over-indebtedness. The              • helping with the hidden costs      investing £3 million in
                     Lone parents and their children    programme is supported                of education and new skills        Horizons over the next
Finalists 06         have the greatest risk of          by Barclaycard utilising the          training, such as childcare        three years and it is
                     poverty of any family type,        skills and experience of four         and travel                         estimated that this
Barclaycard
                     with 44% of these families         partners: One Parent Families,      • advice and support in getting      will benefit 50,000
Horizons Programme
                     living on less than £200           Citizens Advice, Parentline Plus      lone parents back to work.         one parent families.’
GE Money             per week.                          and Family Welfare Association.
Moneybasics                                                                                 The launch, which was
                     As a demonstration                 Barclaycard is investing £3         widely covered by the
                     of its commitment to               million in Horizons over the next   media, attracted over 100
                     responsible lending and            three years and it is estimated     stakeholders, including the
                     support for the community,         that this will benefit 50,000       Chancellor, Gordon Brown,
                     Barclaycard launched the           one parent families. As well        who commented ‘It is hugely
                     Horizons programme in              as providing financial support,     encouraging to see business
                     July 2005. Horizons is a           Barclaycard is working closely      and charity working together
                     unique programme to help           with its partners to develop        in this way. This collaborative


                                                                                                                                                              13
Most Successful Credit Card
Enhancement Programme of the year

                                                                   holistic travel solution to meet   of operators and for not
Winner:
                                                                   all its customers’ travel needs.   charging a credit card booking
                                                                   M&S customers had a higher         fee, saving customers an
Marks & Spencer
                                                                   propensity to travel and spent     extra 2%.
Money                                                              more on average per holiday
                                                                   transaction than most UK           ‘rather than develop
&MOrE                                                              holidaymakers, plus they were      a ‘me-too’ credit card
                                                                   more likely to book all their      travel proposition,
Travel Club Launch                                                                                    M&S Money researched
                                                                   travel together.
                                                                                                      customer needs’
                                                                   In February 2005, the
                                                                   Travel Club was launched           M&S Money has achieved its
                                                                   in partnership with Thomas         objective not only to drive high
Category sponsor                                                   Cook. It was promoted at           value spend onto the credit
                                                                   key holiday booking periods        card, but also to promote
                                                                   through in-store leaflets, M&S     M&S travel insurance and
                                                                   Bureaux de Change, statement       foreign currency services
                                                                   inserts, e-mail campaigns, the     directly to customers. It
                                                                   M&S Magazine and a ‘travel         exceeded the sales target for
                                                                   magazine’.                         holiday bookings forecast by
                                                                                                      its partner Thomas Cook by
                                                                   The &MORE Travel Club              100%.
Finalists 06                     When Marks & Spencer Money        enables cardholders to receive
                                 discovered that less than 10%     10% discount on millions of        This one-stop shop with one
Lloyds TSB
                                 of cardholders’ estimated         holidays from leading tour         phone number or online
Lloyds TSB® rewards
                                 annual travel spend was being     operators over and above any       access takes the hassle out
american Express® Credit Card
                                 put onto their &MORE Credit       tour operator funded discounts     of organising a holiday not
Marks & Spencer Money            Card, they realised that there    available. Cardholders can         to mention some of the cost.
&MOrE Travel Club Launch         was a huge opportunity to         obtain at least 8% discount        Marks & Spencer Money
                                 drive travel related spend onto   on all other holidays and          has delivered a benefit
Sainsbury’s Bank
                                 the card.                         ancillary services such as car     which is highly relevant to
The Only Card you’ll Ever Need
                                                                   hire and hotels and 5% off         their customer base, with
                                 Rather than develop a ‘me-too’    M&S annual travel insurance,       incremental cross sales, spend
                                 credit card travel proposition,   plus commission-free               and balances for the &MORE
                                 M&S Money researched              foreign currency. The judges       Credit Card.
                                 customer needs and identified     commended the enhancement
                                 an opportunity to develop a       programme for its wide choice
Best
On-line Presence

Winner:
                               Egg is the                                                                      by Egg’s in-house          by leading the way with
                               world’s                                                                          technology team,          its on-line consumer credit
Egg
                               largest pure                                                                     PIN Browser features      agreement (OLCCA), a
Egg Money                      on-line bank,                                                                unprecedented levels          paperless one stop application
                               with 3.5 million                                                          of physical and electronic       process for the Egg Card.
Manager,                       customers and                                                  detailed   security. The customer’s PIN     Previously, a consumer credit
a Home for all                 with the internet                                          account        number and all software in PIN   agreement (CCA) would need
                               being the primary                                    personalisation,     Browser are entirely encrypted   to be posted to the applicant,
your Banking                   communications                                enabling customers          throughout the process.          then signed and returned. Egg
                               channel, it is                          to view all of their on-line                                       reduced paper based postal
                               essential that the                    ‘financial’ products, including     More recently, when the          communications on application
                               web experience is simple and          credit cards, from different        Consumer Credit Act was          to just sending the card itself,
Category sponsor               intuitive to use and delivers on      providers in real-time on Egg’s     amended to allow on-line         cutting customer waiting
                               customers’ financial needs.           site using their single Egg         agreements to be used in         time from application to card
                                                                     security login. Information is      early 2005, Egg responded        delivery by half.
                               Since its launch, Egg has             displayed in a simple, easy
                               regularly been the first UK           to read manner that assists a
                               bank to introduce innovative          customer’s interpretation of
                               on-line services, all of which        their personal finances.
                               genuinely help customers
                               manage and understand their           ‘Egg has regularly been
Finalists 06                   money. Three of Egg’s firsts          the first uk bank to
                               support the application process       introduce innovative
Egg
                               and servicing of their credit         on-line services, all of
Egg Money Manager, a Home
                               card offering:                        which genuinely help
for all your Banking
                                                                     customers manage and
Nationwide                     ‘Egg Money Manager’                   understand their money.’
Maximising On-line Sales and   launched in 2002 was the first
Service Functionality          aggregation service in the            Egg’s PIN Browser, developed
                               UK covering all the UK’s key          in 2004, was the first secure
                               financial services providers,         means for Egg card customers
                               under which consumers are             to view their Personal
                               100% covered in the event             Identification Number (PIN)
                               of any third party fraudulent         on-line at any time.
                               activity whilst using it. It offers   Designed and developed


                                                                                                                                                                       15
Best Technology initiative
of the year

                               If ever there was                                                                                    ‘SkyCard is compatible
Winner:
                               a financial services                                                                                 across all 45 different
                               product for couch                                                                                    makes of Sky set
Barclaycard
                               potatoes the                                                                                         top boxes’
and Sky                        SkyCard has the
                               potential to fulfil                                                                                  participate in prize draws.
SkyCard                        that role.                                                                                           The initiative must be
                               For the last 10                                                                                      acknowledged especially for
                               years Sky has had                                                                                    ensuring compatibility and the
                               an interactive card                                                                                  same level of service across all
                               slot on its satellite                                                                                45 different makes of Sky set
                               TV set top box,                                                                                      top boxes. Through opening
                               anticipating that this                                                                               this channel and with successful
Category sponsor               second slot would                                                                                    customer adoption of the
                               play a major part in                                                                                 technology, the opportunities
                               its future strategies.                                                                               are substantial and will evolve
                               Barclaycard and                                                                                      around enriching the customer
                               Sky have worked                                                                                      experience further with bespoke
                               together to deliver                                                                                  applications, offers and Sky
                               the world’s first                                                                                    benefits for SkyCard and Sky
                               interactive credit                                                                                   Active customers.
Finalists 06                   card through the
Bank of ireland – Merchant
                               Sky set top box.                 the benefit of the customer      usual chip and PIN capability
Services uk – GateConex,                                        experience. Not surprisingly,    for fraud prevention. The Sky
a Technological Breakthrough   The judges were impressed        the technological development    box immediately recognises
in the Fight against Fraud     by the SkyCard proposition       of an interactive credit card    a SkyCard is present and on
                               as the technology effectively    and encompassing technology      correct entry of the single
Barclaycard and Sky
                               creates a new distribution       required to make this            PIN using the remote control
SkyCard
                               channel. Barclaycard saw         proposition work was immense.    authorises the customer to visit
Egg                            the opportunity to deliver                                        and interact with secure pages
Egg Card’s ‘One Stop’          a financially viable, mould      Using a ground-breaking fully    on the TV screen. Customers
application Process            breaking, interactive credit     portrait style card, customers   can currently view and pay
Nationwide                     card which allowed its partner   can use the card in the card     their SkyCard statements,
real Time On-line Statements   Sky to give value back to        slot in their Sky box, powered   view transactions, check
                               its customers. Sky has           by a specially designed chip     balances for their SkyCard
yorkshire Building Society
                               demonstrated its continued       that facilitates interactive     and SkyPoints, redeem some
yorkshire Building Society
                               investment in technology for     features functionality and the   of their SkyPoints offers and
Credit Card
Best Security or anti Fraud
development of the year

                             Whilst total card fraud losses       Card Not Present processing
Winner:
                             decreased during the last year,      requires a number of highly secure
                             mainly thanks to the impact of       checks. These include an Address
Bank of ireland -
                             chip and PIN in the UK, Card         Verification System (AVS), Card
Merchant Services            Not Present fraud (CNP) is on        Security Code (using the 3-digit
                             the rise. The focus on CNP           CSC code on the back of the card)
uk
                             fraud means that the merchant        and the use of an online username
GateConex,                   needs to be vigilant in order to     and password using the 3D Secure
                             reduce the level of chargebacks      Protocol (Verified By Visa and
a Technological              it suffers. Bank of Ireland          MasterCard Secure Code). Visa
Breakthrough in the          realised there was a need for        and MasterCard’s rules mean that
                             a pan-European eCommerce             merchants are able to defend
Fight against Fraud          payment gateway that protected       chargebacks for any fraud that may
Category sponsor             merchants and complemented           occur if they are signed up to 3D
                             the industry security standards      Secure. Bank of Ireland is one of
                             when processing sensitive            the first to introduce this enhanced
                             cardholder data online.              security module.

                             Collaborating with its partner,      Bank of Ireland’s multi-faceted risk
                             euroConex Technologies, it           management solution combines
                             adopted GateConex as its                  enhanced security through
                             internet payment gateway. The        encryption with the whole suite of
Finalists 06                 cornerstone of the GateConex         on-line verification processes along
                             design is its ease of integration,   with fraud prevention services
Bank of ireland –
                             scalability, speed, security and     supported by Retail Decisions.
Merchant Services uk
                             additional functionality in a        This one-stop service is provided       ‘This one-stop
GateConex, a Technological
                             format that is as future proof as    without impacting overall transaction   service is provided
Breakthrough in the Fight
                             possible. Since October 2004,        times and helps reduce the number       without impacting
against Fraud
                             euroConex has provided further       of chargebacks to merchants.            overall transaction
Capital One                  capability to Bank of Ireland’s                                              times and helps
Capital One                  merchant services in the UK,         Having achieved 15% growth on           reduce the number
identity Theft assistance    with the introduction of Value       eCommerce related transactions          of chargebacks
                             Added Services (VAS) to enhance      since the introduction of GateConex,    to merchants’
                             secure and trusted online            Bank of Ireland is positioned to
                             payments and acquiring services.     increase its online market share.




                                                                                                                                17
Best industry innovation
of the year

                        It is rare that just one           agreement (OLCCA), a               In addition, the conversion
Winner:
                        technology led process change      paperless one stop application     rate of applicants has
                        can genuinely transform and        process for the Egg Card.          increased by 5%, reflecting an
Egg
                        innovate the whole customer        Previously, a consumer credit      improvement of 50% in the
Egg Card’s              experience whilst benefiting a     agreement (CCA) would need         retention of customers who are
                        business. In an industry where     to be posted to the applicant,     successful applicants but then
‘One Stop’              paperwork has increased            then signed and returned. Egg      ‘drop out’ during the process
application Process     exponentially, Egg has             reduced paper based postal         for one reason or another.
                        completely streamlined the         communications on application
                        process and paper mountain         to just sending the card itself.   The judges found Egg’s on-line
                        involved in applying for a         The CCA was completed on-          consumer credit agreement to
                        credit card.                       line and the PIN accessed via      be such a simple innovation
                                                           an on-line browser.                and yet so obvious, that the
Category sponsor        ‘Egg has completely                                                   company should be applauded
                        streamlined the                    Customers now receive their        for acting so speedily to
                        process and paper                  cards 50% faster, reduced          introduce it.
                        mountain involved in               from 14 days to 7 days.
                        applying for a credit              Balance transfers can be
                        card.’                             processed more quickly and
                                                           the CCA is stored
                        Technology and innovation          on-line for
                        have always been at the heart      customer
Finalists 06            of Egg, the world’s largest pure   access at
                        on-line bank. In keeping with      any time.
Bank of ireland and
                        other Egg ‘firsts’ such as Money   Between April
Post Office
                        Manager and PIN Browser,           and June 2005,
Post Office® 2 in 1
                        Egg wanted to remove the last      the OLCCA
Credit Card
                        barrier to making Egg Card’s       saved Egg from
Barclaycard and Sky     application a totally seamless     posting over
SkyCard                 and on-line process.               100,000 paper
                                                           consumer credit
Egg
                        At the end of 2004, the            agreements for Egg
Egg Card’s ‘One Stop’
                        Consumer Credit Act was            Card. The company
application Process
                        reviewed to allow on-line          estimates that the
                        agreements to be used. By          printing and postage
                        April 2005, Egg had introduced     savings alone will be over
                        its on-line consumer credit        £550,000 each year.
Most responsible Customer
acquisition Strategy


Winner:                     ‘i would like … the rest   HBOS has worked hard to             debts. This was launched and       outlining the bank’s lending
                            of the industry to be      engrain responsible lending,        communicated to all colleagues     strategies and processes,
HBOS                        as upfront and honest      as it puts it, ‘into the very DNA   via a series of roadshows          which HBOS have asked to be
                            with consumers on this     of the business’ where it is        led by senior executives in        kept confidential.
Personal Lending                                       understood and supported by         branches and offices around
                            issue’ John McFall MP
                                                       every colleague at all levels.      the UK. Employees were             HBOS has worked hard to
Charter for                                            HBOS has shared experience          encouraged to sign up to their     ensure that literature is clear
responsible                                            data for almost ten years on        own copy of the charter.           and transparent for customers,
                                                       credit card accounts with other                                        and was one of the first banks
Lending                                                banks to help reduce numbers        As a further endorsement           to feature summary boxes on
                                                       of customers experiencing           of their commitment to             monthly statements along with
                                                       financial difficulties.             responsible lending, the charter   warnings regarding minimum
Category sponsor                                                                           was a contributory factor in       payments. The Treasury Select
                                                       In December 2004, it                securing a renewed contract        Committee has frequently used
                                                       created the HBOS Charter for        with the Trade Union Congress,     sections of HBOS terms and
                                                       Responsible Lending; a written      who would only work with a         conditions as gold standards,
                                                       statement outlining its stance      responsible lender for their       which its competitors should
                                                       that it will never lend to those    extensive member-base.             adopt. John McFall MP,
                                                       it feels cannot afford to repay                                        Chairman of the Treasury
                                                                                           HBOS Personal Lending has          Select Committee praised
                                                                                           also implemented various           HBOS on its payment allocation
Finalists 06                                                                               business strategies and rules,     explanation, and was equally
                                                                                           which are in line with the         supportive at an Evidence
HBOS Personal Lending
                                                                                           Charter and which not only         Session of the Committee
Charter for
                                                                                           protect the customer, but have     of HBOS’ cost of borrowing
responsible Lending
                                                                                           also driven a total of more than   scenario ‘I would like … the rest
Nationwide                                                                                 £2 million per year business       of the industry to be as upfront
responsible Lending and                                                                    benefits through reduced           and honest with consumers on
Treating Customers Fairly                                                                  losses. In 2005, HBOS made         this issue’.
                                                                                           many strategy improvements
                                                                                           adhering to its responsible
                                                                                           lending mandate to protect
                                                                                           customers further from over-
                                                                                           indebtedness. The judges were
                                                                                           shown detailed information


                                                                                                                                                           19
Best known
Credit Card Brand
                                                                                                     “Which credit card brand are you most familiar with?”



The Credit Card Awards            Barclaycard                      The Barclaycard brand gained a    Automobile Association             The credit card proposition
commissioned ICM to conduct       Since it launched its first      high profile from its humorous    The Automobile Association         is based around a motoring
telephone research in August      credit card in the UK in 1966,   TV advertising campaigns,         (the AA) was formed in 1905.       friendly card which aims to cut
2005 with a representative        Barclaycard has gone from        featuring celebrities including   As motoring became more            the cost of motoring through
sample of at least 1,000          strength to strength and         Dudley Moore, Alan Whicker,       popular, the AA membership         the unique reward scheme.
consumers asking the question:    with over 11 million credit      Rowan Atkinson and Angus          expanded,
                                  card customers in the UK,        Deayton. More recently, a         allowing for
“Which credit card brand          Barclaycard is one of            female celebrity line up has      extensive
are you most familiar with?”                                                   included Jennifer     growth of their
                                                                               Aniston and lately    services. With
The responses were                                                             another Jennifer      the launch of
unprompted except that                                                         – the comedienne      its insurance
we gave the researchers a                                                      Jennifer Saunders.    broking arm in
check-list of more than 250                                                                          the 1960s, the
individually marketed credit                                                  Barclaycard markets    AA made its
card brands in issue in the UK.                                               a number of cards      first foray into
                                                                              including Platinum,    the financial
The top three best known                                                      Simplicity, Charity    services market.
brands were credit card                                                       Card, Graduate,        Its first credit
issuers:                                                                      Student and Flexi-     card product was launched in       The AA Visa card loyalty scheme
1st - Barclaycard                                                             Rate, as well as       1984 and this was relaunched       allows cardholders to earn
2nd - Capital One                                                             partnering with        in early 2002. Issued by HBOS,     points, which can be redeemed
3rd - Lloyds TSB                                                              high profile names     the new AA Visa card has           against AA products, including
                                                                              such as Manchester     used a number of channels          membership, insurance and
We have additionally identified                                               United, Sky,           of customer acquisition            vehicle servicing or to get
the Affinity/Co-Branded/Retail                                                Littlewoods and        including direct mail, internet,   cash back.
cards ranked highest:                                                         House of Fraser to     event marketing and via the
1st - Automobile Association                                                  issue co-brands.       AA magazine. The co-brand
2nd - Tesco Personal Finance                                                  The brand is           currently uses statement
3rd - Virgin Money                Europe’s leading credit card     reinforced further through        inserts, balance transfer
                                  businesses with an increasing    its sponsorship of the            mailings and inactive re-pricing
                                  international presence.          FA Premiership.                   offers to market the card.




                                                                                                                                                                     20
industry Personality
of the year

                                                                          PIN Implementation Director and       project of the last decade. It
                                                                          Paul Maddox, the programme            ensured effective decision-making
                                                                          manager of the PMO; the Chip          and even the banks and retailers,
                                                                          and PIN Programme Steering            who in the past have so often seen
                                                                          Committee, comprising banks,          one another as the ‘enemy across
                                                                          retailers and card schemes,           the table’ put aside their differences
                                                                          chaired by Chris Grant; the           to collaborate to achieve the end
                                                                          communications team who               goal. Such a level of cross-industry
Winner:                              support and sustain it.              executed an award winning             cooperation was unprecedented
                                     The operational challenge            public information and                and has laid the foundation for
The chip and                         stretched from managing all          advertising campaign.                 future joint initiatives. Since the
                                     the banks, acquirers and card                                              beginning of 2005 the majority of
PiN team
                                     schemes and getting them to          Overall, the chip and PIN team        card transactions in the UK have
Driving through one of the           engage fully in the initiative,      must be commended for the             been by chip and PIN. The next
largest technology and               to persuading retailers to           organisation and governance of        milestone will be after Valentine’s
behaviour-change projects            come on board and invest. The        the programme, which was one          Day 2006, when cardholders must
undertaken in the UK since           national roll out targeted more      of the most sophisticated and         use their PIN to be sure of being
decimalisation is no mean feat.      than 850,000 terminals, 45,000       effective for any multi-stakeholder   able to pay with their credit cards.
This was the huge challenge          ATMs and 2.7 million retail staff.
that the recipient of the Industry   Over 117 million new chip and
                                                                           The results of the Chip and PIN team speak for themselves
Personality of the Year embarked     PIN cards have been issued and
upon and delivered successfully.     possibly the hardest task the team    • Nine out of ten people in          • 97% of chip and PIN debit
In fact, for the inaugural year      faced was to convince more than        Britain have a chip and              cardholders and 89% of chip
of The Credit Card Awards, the       40 million sceptical Brits to make     PIN card                             and PIN credit cardholders
judges reviewed the nominations      the change.                                                                 already using their PINs
and concluded that the winner                                              • 94% awareness of chip and PIN       successfully
of this award should not be a        There were so many team                by the British public
                                                                           • 87% of cardholders already find • of 2005) a 30 % drop in the fraud
single individual personality        players involved in ensuring that                                         Already (in the first six months
but an entire team – The chip and    this project was delivered for the     chip and PIN easy to use
PIN team.                            benefit of all the stakeholders:                                            which chip and PIN combats –
                                     the Chip and PIN Programme            • 82% of disabled cardholders in      that’s £36 million taken out of the
With an investment of some           Management Organisation                 favour of chip and PIN              hands of the criminal and saved
                                                                                                                 for the industry
£1.1 billion, the enormity of the    (PMO), tasked with the overall        • Already 100 chip and PIN
project speaks for itself. A major   success of the project, led by         transactions a second
milestone was to secure political    Gary Hocking, as APACS Chip and



                                                                                                                                                         21
Prime Sponsors




Card Partnerships Ltd

53 Chandos Place / Covent Garden / London WC2N 4HS

T: 020 7812 6488 / M: 07771 805970
E: info@thecreditcardawards.com


www.thecreditcardawards.com
All Credit Card Awards identity and design work created by Creative & Commercial (www.creativeandcommercial.co.uk)

								
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