Merchant Reviews

We are genuine business consultants that truly look out for our merchants and their clients. Our primary goals are to help you save money, develop more efficient processes, and substantially grow your business with free marketing tools.

Program Overview:

Learn How to Pay 0% in Processing Fees

At Eliminate Card Fees LLC, we pride ourselves on complete customer satisfaction. We aim to not only save you money but to grow your business with our efficient complementary marketing solutions that are included with our processing. Take advantage of customer loyalty programs, SMS text remarketing, birthday and anniversary announcements, and more to help you scale with our newest and most secure smart terminals.

ECF rewards their staff with additional bonuses for exceeding customer service expectations.

How Merchant Processing Companies Should Be Evaluated in 2024

01 Net Promoter Score (NPS)

This measures the likelihood that a merchant would recommend Eliminate Card Fees to others. It’s based on a single question: “On a scale of 0-10, how likely are you to recommend our service to a friend or colleague?” Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

Customer Satisfaction Score (CSAT)

This score is derived from asking merchants to rate their satisfaction with the service they received. It’s usually measured on a scale (e.g., 1-5 or 1-10), and the results are averaged to get the CSAT score.

Customer Effort Score (CES)

This metric assesses how much effort a customer has to exert to get an issue resolved, a request fulfilled, or a product or service. The idea is that the less effort required, the more satisfied the merchant is likely to be.

Retention Rates

This measures the percentage of merchants that continue to use the merchant processing company’s services month over month and year over year. High retention rates are often indicative of high customer satisfaction.

Churn Rate

Conversely, this measures the percentage of customers who stop using the merchant processing services within a certain timeframe. A high churn rate can indicate dissatisfaction.

Transaction Success Rates

For a merchant processing company, the rate of successful transactions can be a direct indicator of service reliability, which affects customer satisfaction.

Average Resolution Time

This measures how quickly customer service issues are resolved. Faster resolution times typically lead to higher customer satisfaction.

First Contact Resolution (FCR)

This metric tracks the percentage of issues that are resolved on the first interaction with the customer. A high FCR usually improves customer satisfaction.

Service Level Agreements (SLA) Adherence

This measures how well the company meets its promised service levels. Consistently meeting or exceeding these promises can lead to higher customer satisfaction.

Qualitative Feedback

Comments and suggestions from merchants provide qualitative data that can be analyzed for sentiment and specific feedback about the company’s services.