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Dear Respondent,
Thank you for interest in participating in our survey. This research is about payment service providers, the important decision factors you consider, and the process that you go through when choosing a provider.
This survey will take approximately 10-15 minutes to answer and the first 350 participants are entitled to a £25 Amazon e-gift card as a token of our appreciation for participating.
Thank you very much and we look forward to receiving your completed responses.
Sincerely,
Fuld + Company |
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| * S1. Does your company have a payment service provider for your online business? |
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| * S2. Are you involved in the decision-making when choosing a payment service provider? |
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| * S3. What role do you play in the decision-making process? |
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| * S4. In what industry does your company operate? |
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| * S5. What is the range of your company's annual e-commerce turnover? |
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| COMPANY AND PRODUCT ATTRIBUTES |
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| CPA1. Who is your current primary service provider? If you have more than one, please indicate which ones are your other payment service providers. (Please choose only one company as the primary payment service provider.)
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| * Do you have other payment service providers that are not in the list? |
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| Please identify if it is a primary payment service provider or not.
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| * CPA2. Please choose the top five attributes that you consider to be important about a payment service COMPANY and rank them 1 to 5 (with 1 being the most important and 5 being the least among the top factors according to importance to your company). |
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| A recognized brand |
| | | Trustworthy |
| | | Good customer service |
| | | A good support setup and easy integration |
| | | Innovative |
| | | Reliable |
| | | An informative and easy to use website |
| | | Has the full range of solutions you need |
| | | Provides regular upgrades |
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| * Is/Are there any other COMPANY attribute/s that is not on the list and you want to add? |
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| CPA2.1. Please rate the level of performance of your primary provider on these COMPANY attributes.
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| * CPA3. Please choose the top five product features that you consider to be important about a payment service SOLUTION and rank them 1 to 5 (with 1 being the most important and 5 being the least among the top factors according to importance to your company). |
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| Provides multiple currencies in multiple settlement currencies |
| | | Clear and easy to use reporting |
| | | Flexible payment terms |
| | | Simple user interface |
| | | Line item detail reporting |
| | | Provides multiple payment methods |
| | | Early chargeback advice |
| | | Customizable web pages |
| | | Secure |
| | | Card issuing services |
| | | Has multiple languages |
| | | Fraud management tool |
| | | Offers both merchant acquiring and payment processing services |
| | | Physical card terminals and/ or mobile |
| | | Outage Management |
| | | Scalable |
| | | Provides good user experience |
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| * Is/Are there any other SOLUTION attribute/s that is not on the list and you want to add? |
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| CPA3.1. Please rate the level of performance of your current product on these SOLUTION features.
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| * CPA4. What are the biggest pain points or service gaps with your current primary payment service provider? |
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| CPA5. How likely are you to recommend your primary payment service provider to a friend or a colleague?
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| * CPA6. What three words or phrases come to your mind when you think about your primary payment service provider? | | |
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| PURCHASE DECISION CRITERIA AND SWITCHING BEHAVIOR |
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| * PDC1. How did you first learn about your primary payment services provider? |
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| * PDC2. What sources did you use to evaluate your payment service provider? |
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| PDC3. Please identify the roles that each of the following performed during the decision making process in getting a payment service provider.
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| * Is there a person or department that is involved in the decision making that was not named above? |
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| Please identify the role of the person/department that you added in the decision making.
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| * PDC4. How long was the decision making process? |
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| * PDC5. Was this the first time you made a decision to use a payment service provider? |
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| * PDC6. Who was your last payment service provider? |
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| * PDC6.1. Why did you switch providers? |
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| * C1. Will you be interested to participate in a focus group discussion or a one-on-one interview over the phone? |
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