A new report from Aite Group examines the relationship between
independent sales organizations (ISOs) and their vendors/providers.
Based on a survey of 27 U.S. ISOs conducted by Aite Group from July to
October 2009, the report shows how ISOs rate their vendors (bank
acquirers, front-end processors, and back-end processors) and their
levels of satisfaction with their services. It also identifies what
factors ISOs deem important in choosing partners.
ISOs are a significant force in the merchant acquiring industry. They
are the extension and sales force of banks that want to sign merchants
but prefer not to rely entirely on their internal sales force. ISOs
consider their various partners an important component to their success,
and look to their vendors to provide a solid platform, low pricing, and
responsive customer service in order to meet the demands of a changing
market. Despite this, not one category of surveyed vendors has achieved
a high level of satisfaction with their ISO base. Vendors that are
negatively rated by their ISOs are sure to see them switch to a competitor.
“Overall, ISOs are barely happy with their providers,” says Adil Moussa
, analyst with Aite Group and author of
this report. “Vendors must make a greater effort to understand the
causes of their clients’ frustration and mitigate them.”
This 20-page *Impact Report *contains 13 figures. Clients of Aite
Group’s Retail Banking service can download the report by clicking on
the icon to the right.
Related Aite Group Research:
* /ISOs and Merchant Acquirers: Two Sides of the Same Coin
/
* / / /Merchant Acquiring in 2010: A Preview
/
* / / /Mapping Opportunities in Merchant Acquiring
/
About Aite Group, LLC
Aite Group is a leading independent research and advisory firm focused
on business, technology and regulatory issues and their impact on the
financial services industry. It was founded by leading industry experts
in Banking and Securities& Investments. Aite Group brings together a
team of business strategy, technology and regulatory experts to deliver
comprehensive, timely and actionable advice to financial institutions
and technology vendors. It seeks to become a true partner, advisor and
catalyst by exchanging ideas with and challenging basic assumptions of
its clients, ensuring that they always stay one step ahead of the
competition.
