B2B Payment Gateway Merchant Experience Survey
Understand how B2B merchants evaluate gateway reliability, compare pricing structures, and navigate integration and support, so you can sharpen acquisition, improve merchant retention, and strengthen market positioning across priority business segments.
CONTEXT & RELEVANCE
Why run this survey now
Most B2B merchants don't leave gateways purely on transaction pricing. They switch due to failed payments, delayed settlements, integration friction, support gaps, and opaque fees, none of which fully show up in dashboards or account reviews.
If you are...
- Payment gateway growth leaders
- Merchant success and support heads
- Product and integration owners
- Finance and treasury executives
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete merchant gateway journey from evaluation to renewal.
Gateway Discovery
- Provider awareness sources
- Shortlisting criteria hierarchy
Selection & Evaluation
- Acceptance and uptime expectations
- Commercial comparison factors
Onboarding & Integration
- Documentation and approval friction
- Technical implementation experience
Transaction Performance
- Payment success consistency
- Downtime and failure handling
Pricing & Fees
- Fee transparency and fairness
- Commercial value perceptions
Settlements & Reconciliation
- Settlement speed and predictability
- Reconciliation workflow efficiency
Support & Resolution
- Issue escalation and ownership
- Resolution speed and quality
Loyalty & Expansion
- Renewal and switching intent
- Cross-sell and advocacy potential
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For B2B Payment Gateway Merchant Experience Survey, we recommend a structured merchant experience study with flexible data-collection modes to balance reach, depth, and verification across segments.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the B2B payments space.
Corporate Expense Card Proposition and Positioning Study (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Corporate Expense Card Proposition and Positioning Study (India)
Automated Reconciliation Platform Pricing and Packaging Exploration (Southeast Asia)
Corporate Expense Card Proposition and Positioning Study (India)
OBJECTIVE
A pan-India fintech needed to understand how mid-market finance teams , procurement leaders , and business owners compared corporate expense cards, bank cards, and reimbursements when evaluating control, convenience, acceptance, and employee adoption.
WHAT WE DID
We ran a structured online survey with 520 respondents across company size and sector quotas, capturing current payment methods , feature trade-offs , willingness to switch, channel influence, and message response by decision role.
DELIVERED
The study produced a preference map for competing payment options, message territories by merchant profile, a segment framework for targeting, and channel levers showing where finance audiences sought credible product information.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between small merchants, mid-market firms and enterprises?
How will you measure gateway preference beyond simple ratings?
Will the survey map the full merchant gateway journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our merchant acquisition and retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.