Small business owners are less optimistic than they were a year ago and, as they accept a wider variety of payment methods such as debit and credit cards, digital wallets, Buy Now, Pay Later (BNPL) an...
Autore: Business Wire
Shopify Ranks Highest in Merchant Services Customer Satisfaction for Second Consecutive Year
TROY, Mich.: Small business owners are less optimistic than they were a year ago and, as they accept a wider variety of payment methods such as debit and credit cards, digital wallets, Buy Now, Pay Later (BNPL) and even cryptocurrency, many are applying surcharges to customer purchases. According to the J.D. Power 2025 U.S. Merchant Services Satisfaction Study,℠ released today, 34% of merchants are adding surcharges for customer purchases made using credit cards. Accordingly, satisfaction with the overall cost of payment processing services among small businesses that implement these credit card surcharges is 24 points lower (on a 1,000-point scale) than among those that do not add a credit card surcharge.
“Small business owners are under pressure from both technological and economic perspectives, and as they continue to expand the number and type of payment options they accept, many are seeking more support and guidance from their merchant services providers and passing along their processing costs to customers,” said John Cabell, managing director of payments intelligence at J.D. Power. “And customers are paying attention. Many retail customers—specifically, 41% of credit card users—say they decided not to use a card payment method at a large or small business because of a surcharge.”
Following are key findings of the 2025 study:
Study Ranking
Shopify ranks highest in merchant services satisfaction for a second consecutive year, with a score of 711. Chase Payment Solutions (709) ranks second and PayPal (708) ranks third.
The U.S. Merchant Services Satisfaction Study is based on responses from 3,841 small business customers of merchant services providers and measures satisfaction across six dimensions (in alphabetical order): advice and guidance on running your business; cost of processing payments; data security and protection; managing my account; payment processing; and quality of technology. The study was fielded from August through October 2024.
The brands evaluated are the U.S. merchant services providers with largest market shares. Overall satisfaction results reflect overall corporate results, meaning they can include the results of various sub-brands or alternate brand names that operate under the respective corporate brand names. In some cases, brands profiled also currently have or recently have had joint partnerships to provide merchant services to small business clients.
For more information about the U.S. Merchant Services Satisfaction Study, visit
https://www.jdpower.com/business/merchant-services-satisfaction-study.
See the online press release at http://www.jdpower.com/pr-id/2025002.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info
Fonte: Business Wire