2022 Voice of the Merchant Study
Oliver Wyman and the Merchant Advisory Group (MAG) jointly sponsored the 2022 Voice of the Merchant Study to examine how leading merchants are transforming their payments ecosystems to meet customers’ ever-evolving shopping expectations.
The study included a combination of in-depth interviews and a shorter, mobile-based survey of large, US-based merchants. Each merchant has an annual card volume in excess of $1 billion, and insights were gathered from merchants representing multiple industries including:
- Quick service restaurants (QSR)
- Big box retailers
- Fuel and c-store
- Telco/streaming services
- Clothing and other specialty retailers