We look at what it takes to get a leading customer satisfaction (CSAT) score in the cross-border payments space based on our conversations with customers.
Adyen, Nium, and Rapyd are among the leaders in our cross-border payments vendor scorecard.
But what do customers actually like about them and what can other fintechs learn?
In talking with these payments players’ customers, here is what sets them apart:
- Customers frequently cite ease of implementation and responsive support as reasons behind their high satisfaction. One customer we spoke with said Adyen’s support during integration, including a dedicated project manager and continued follow ups, gave it the edge over Stripe.
- Extensive and growing coverage of local payment methods in geographies of interest is an important value driver. Buyers are looking to grow with their payments providers.
- Ongoing feature development and responsiveness to customer feedback are key factors in customer satisfaction. While core payment processing is a commodity, multiple buyers mention that the products and services vendors offer on top are what sets them apart.
Below, we highlight select top customer satisfaction (CSAT) scores and buyer perspectives.
CB Insights customers with access to Yardstiq can click the links to go directly to the transcripts in the platform.
Satisfaction driver: Strong implementation support
ADYEN
CSAT: 9.5/10
One of the biggest strengths that Adyen has was the implementation phase and implementation support that we received from the vendor. The implementation was really fast. The test lasted for 3 weeks, and then the full rollout in all the geographies took place in around 2 months. — Head of Buying at Publicly traded delivery platform
Read the full transcript here.
Satisfaction driver: Co-product development
Rapyd
CSAT: 8.5/10
With Rapyd, we also have done quite a bit of co-development. So there were some features in the product that we requested and they built for us or we built them together. And that to me is also part of the value proposition, right? Because the business that we are doing is rather complex. And that means that the providers that we use, they need to also accommodate for us and Rapyd does. We get good treatment there, and they are always willing to accommodate our needs. So that for us is a big value. — Co-founder at $10M+ funded fintech
Read the full transcript here.
Satisfaction driver: Wide payments acceptance
ADYEN
CSAT: 9.5/10
Very satisfied in terms of we see benefits to our business because we’ve been able to accept more payment methods. It’s easy for our customers to buy on mobile, through the desktop, on a tablet. It’s easy for them to go into the store, the integration with our sales systems was very easy. From a customer journey perspective, we’re very happy. — VP Digital and Omnichannel at $1B+ market cap retailer
Read the full transcript here.
Satisfaction driver: Product optimization
NIUM
CSAT: 8.5/10
Very satisfied. I think Nium as a partner is willing to grow and to support wherever their merchants’ needs are. A primary example of this is wherever we get feedback from our own merchants and consumers as to where we need to expand to geographically or new tech features we need to add and if there’s an element of where Nium can help us, they’re readily willing to listen to our advice. And they really take it into their own cue of how they can develop their own road map, which is super interesting for us as one of their clients.
The other good thing in addition to the pricing is that they’re constantly looking for ways to optimize. So if it’s a speed of half an hour, they’re constantly pushing to try and get it to a minute or to instant. So overall, very satisfied with the service. — Director of Alternative Payments at Multinational payments company
Read the full transcript here.
Satisfaction driver: Co-product development
Rapyd
CSAT: 9/10
I must say, in general, it has been a very good experience. We constantly have communication with their sales team. We review issues. We also have implemented dedicated support since our operation has to scale to new countries and more orders, more cities. We have required them to assign a specific support team that will cover the whole operational window…Rapyd has provided somebody to cover all those times…The sales team keeps encouraging us to give them feedback about new solutions they can work on and keep improving the partnership. — Fraud Head at Publicly traded company
Read the full transcript here.
If you aren’t already a client, sign up for a free trial to learn more about our platform.