Merchant Services Satisfaction Study

credit card reader at a small business

The J.D. Power Merchant Services Satisfaction StudySM measures small business satisfaction with their primary payment processor used to accept card and digital wallet payments from customers in Card Present (CP) and Card Not Present (CNP) environments.  The Study measures client satisfaction with 19 payment processors.

man using credit card reader in a cool coffee shop
credit card reader


Why subscribe?

Merchant services providers are locked in a competitive battle to become small businesses’ preferred means of accepting credit card and mobile payments. The pace of change in this marketplace is constantly compressing the decision-making timeframe.This necessitates unbiased research and objective analysis that generates a complete competitive picture.

Experiences Explored

Customers surveyed in this analysis answer questions about:

  • Drivers of payment processor selection
  • Underwriting and boarding experience
  • Cost of service
  • Payment processing
  • Security and chargeback management
  • Payment acceptance technology
  • Service interactions
    • Assisted
    • Self-Service
  • Third-party technology providers
  • Reuse and switching intent

Press Release & Award Information

J.D. Power will issue a national press release that will highlight key findings and trends from the stud(ies) and includes top-to-bottom rankings of the brands in the study that meet J.D. Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

J.D. Power Awards

Profiled Brands

2023 U.S. Profiled Brands as of August 2022

Bank of America
Chase Merchant Services
EVO Payments
Global Payments
Intuit QuickBooks
North American Bancard
PNC Merchant Services
Wells Fargo Merchant Services
Priority Payment Systems

J.D. Power Solutions

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