Mercator Advisory Group develops a “high touch” approach to assess the needs of financial institutions’ and financial technology (fintech) firms’ most important customers.


Boston, MA – June 12, 2020 – Measuring and monitoring the customer experience (CX) is important to any organization, and nowhere more important than in payments, where corporates have so much on the line. Among key accounts-those that represent the largest part of a business’s revenue-understanding the voice of the customer is vital.

Mercator Advisory Group has developed a “high touch” approach to assessing the needs of financial institutions’ and financial technology (fintech) firms’ most important customers by interviewing themand listening to them “in the wild .” For example, customer service can be evaluated at the sales representative level, customer service level, and product delivery level. Each of these can be broken down further to assess their attributes of timeliness, professionalism, knowledgeability, and willingness to go the extra mile, etc.

Some of the Many Benefits of this Program Include:

  • An early warning system for accounts in jeopardy
  • Clear guidance for a continuous improvement process
  • Valuable input for contract negotiations
  • Both account level (for account-based marketing, or ABM) and enterprise level results
  • Key insights for important areas like associate training and company policies

­Deliverables of the Program:

The dissemination of insights from a program of this nature can take many forms. Mercator will work with your organization to develop deliverables that have the most immediate and lasting impact. Whatever form you choose, the deliverables will be focused on communicating the organization’s strengths along with opportunities for improvement. Some of the more successful reporting tools include:

  • Dashboards
  • “Town hall” meetings
  • Account team planning sessions
  • Individual, issue-specific brainstorming


For more information, please call Mercator Advisory Group’s main line: +1 (781) 419-1700, or send e-mail to

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About Mercator Advisory Group

Mercator Advisory Group is the leading independent research and advisory services firm exclusively focused on the payments and banking industries. We deliver pragmatic and timely research and advice designed to help our clients uncover the most lucrative opportunities to maximize revenue growth and contain costs. Our clients range from the world’s largest payment issuers, acquirers, processors, merchants and associations to leading technology providers and investors. Mercator Advisory Group is also the publisher of the online payments and banking news and information portal