U.S. Merchant Services Satisfaction Study
The Benchmark for Small Business Merchant Services Satisfaction
The Merchant Services Satisfaction Study measures how small business owners rate their primary payment processor across both card-present (CP) and card-not-present (CNP) environments. It provides the most comprehensive, independent view of what drives trust, loyalty, and switching behavior in today’s fast-moving payments landscape.
What the Study Measures
A Complete View of the Small Business Payment Acceptance Experience
Evaluates six core dimensions:
• Advice & guidance on running the business
• Cost of processing payments
• Data security & protection
• Managing the account
• Payment processing
• Quality of technology
Includes:
• Annual rankings and opportunity to license awards for top-performing lenders
• Customized executive presentation and strategy session with data-driven, actionable recommendations.
• Performance dashboard benchmarking each brand’s performance across indices, dimensions, and KPIs.
How It Works
How the Merchant Services Study Works
• Captures how small businesses evaluate payment processors
• Measures satisfaction across pricing, technology, support, and reliability
• Includes both card-present and card-not-present environments
• Links experience to switching behavior, loyalty, and retention
Core Strengths
More Wins, Higher Retention
• Identifies competitive pressures in merchant services decisions
• Highlights need for reliable, secure, cost-effective processing
• Reveals gaps in pricing, technology, and support
• Shows where providers win or lose merchant trust
Business Impact
Strengthen Acquisition, Improve Retention
• Identifies the drivers of loyalty and payment processor switching
• Highlights satisfaction gaps across CP and CNP environments
• Aligns product and feature development with small business needs
• Clarifies how to balance competitive pricing with perceived value
• Enhances brand credibility through independent JD Power validation
Key Dates
2026
Field Start: August 2025
Publish: December 17, 2025
Press Release: January 13, 2026
2027
Field Start: August 2026
Publish: December 16, 2026
Press Release: January 12, 2027
Press Release & Award Information
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Who should use it
Ideal for Leaders Responsible for Merchant Growth & Experience
• Merchant Services executives
• Payments strategy and product management
• Customer experience and support operations
• Marketing and brand teams
• Sales, channel, and partner management
• Technology, fraud, and security leaders
• Competitive intelligence and analytics teams
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
