As a business owner, choosing the right credit card processing solution is critical to keeping your operations smooth and your customers happy. But signing up for merchant services is just the start—what happens during onboarding can make or break your experience. Recent insights from OvationCXM’s 2025 Business Banking Customer Experience Report reveal that many business owners face frustration when setting up payment processing, with only 58% describing onboarding as “smooth” and just 48% calling it “easy.” Here’s why you should demand a better onboarding experience and what to look for in a merchant services provider to ensure your business thrives.
When you sign up for credit card processing, you expect a hassle-free process that gets you up and running quickly. Unfortunately, OvationCXM’s survey of 834 business banking customers found that 77% encountered friction or frustration during onboarding. Common issues included:
These challenges aren’t just inconveniences—they can delay your ability to accept payments and erode trust in your provider. A 2023 McKinsey Payments Pulse report highlights that customer experience now matters more than pricing for merchant satisfaction and loyalty. As a business owner, you deserve a provider who prioritizes your onboarding experience to help your business succeed from day one.
A great onboarding experience isn’t just about getting your account activated—it’s about feeling supported, informed, and confident in your payment processing setup. Here are seven things to look for in a merchant services provider to ensure your business gets the seamless experience it deserves.
Your provider should guide you through every step of onboarding, from the initial welcome to processing your first transaction. Look for a partner who clearly outlines what to expect, so you’re never left guessing about next steps or requirements.
Nothing is more frustrating than being bounced between different teams or partners. Choose a provider that offers a unified, branded support experience, where all your interactions feel cohesive and your questions are answered without repetition.
You’re busy running your business—you shouldn’t have to chase your provider for updates. Look for a merchant services partner that sends proactive reminders and tailored guidance, like automated nudges about incomplete setup steps or tips specific to your industry.
Your provider’s support team should know exactly where you are in the onboarding process and what you’ve already done. This context saves you from repeating yourself and ensures faster, more relevant help when you need it.
You should never be left wondering about the status of your account setup. A great provider uses real-time tools to monitor your onboarding progress and reaches out if you’re stuck, helping you avoid delays and get to processing payments faster.
Whether your provider works with banks, processors, or other partners, their messaging should be aligned. You deserve clear, consistent information about pricing, timelines, and next steps, so you can trust the process and focus on your business.
Onboarding isn’t just about checking boxes—it’s about making sure you feel confident and supported. Look for a provider that values feedback and measures the quality of your experience, not just whether you’ve completed setup. According to a 2023 Strawhecker Group report, 60% of merchants want clearer processes and faster access to tools—your provider should deliver both.
A smooth onboarding process does more than get your credit card processing up and running—it sets the tone for your relationship with your provider. OvationCXM’s research shows that only 23% of merchants find onboarding “transparent,” meaning there’s a huge opportunity for you to choose a provider who stands out. A seamless experience can save you time, reduce stress, and help you start accepting payments sooner, all while building trust in a partner who values your business.
Industry trends back this up: Payments Dive reports that providers with streamlined, digital onboarding processes see higher merchant satisfaction and retention. With merchant attrition rates as high as 20–25% annually (per ETA & TSG), partnering with a provider who invests in your onboarding experience can keep you from becoming another statistic.
As a business owner, you deserve a credit card processing partner who makes onboarding simple, transparent, and stress-free. By choosing a provider that prioritizes clear communication, proactive support, and a high-quality experience, you can focus on what matters most—growing your business. Demand more from your merchant services provider, and don’t settle for anything less than an onboarding process that sets you up for success.
Purpose Driven Payments delivers seamless onboarding and ongoing, 24/7 in-person support for your business. Contact us today for a free evaluation.