Marketing
Co-operative Bank’s brand image has assisted in making it competitive because it often portrays customer perception. Its promoting strategy incorporates supporting business, personnel engagement, and social activism, which, in turn, brings customers, investors, and employees together. Overall, its selling process appears to promotes cohesiveness around the delivery of commodities. Co-operative Bank utilizes social activism in its advertising and marketing while embracing a qualitative internet marketing framework.
Its promotion appears genuine and straightforward. Nothing about its site or brochures is misleading or deceptive. Also, we like that it clearly promotes its partnership with First Data.
Honesty
All of its marketing materials appeared clear and transparent, and since no pricing is disclosed anywhere, we found no rate-baiting. Again, it also clearly states in several areas that it outsources its credit card processing to First Data. We did not experience anything deceptive, however, it difficult to say this with absolute certainty because we were provided with so little useful information.
Sales
By working with partners and independent sales agents, Co-operative Bank is able expand its pool of customers. It is important to note that there are some complaints about sales tactics and failure to mention fees about its merchant services partner, First Data. For most businesses in this industry, these issues arise when they work with partners and other agents.
Support
Co-operative Bank is available by both phone and email. Merchants have access to a UK-based support team that is available during business hours. It does not offer 24/7 support or a live chat option.
Staff Education
During our interactions, we found the staff to be very knowledgeable, confident, and enthusiastic. The representatives were quick to ask questions and to answer questions about products and services. They were very educated about its offerings. They seemed trained and skilled, especially about Global Choice, as well as other benefits, including the many Clover products.
Staff Responsiveness
We received a response quickly following our email, which found to be a positive start. The responses did not answer any of our questions and, instead, just urged to call for more information or to start an application online. We were told to provide sales with our phone number, so they could ring us at our convenience, but we chose to reach out them via phone. We reached someone rather quickly without a lot of hang ups or delays. Though we found the business to be much more responsive than others in the payments industry, it was impossible to get any concrete information from team members.
Staff Interaction
The staff was knowledgeable, approachable, and professional. We wished they were more forthcoming with information, but every person we talked to was able tout the benefits of its offerings. Though we didn’t get the answer we wanted about contract terms and pricing, we felt like the team cared about helping in the ways they could. Basically, we were told that they could not provide any specifics without getting all of the details about our business. Unfortunately, we felt stonewalled at every turn.
Pricing
Since Co-operative Bank Merchant Services and First Data do not list any of their pricing or fees online, merchants must obtain them from Co-operative Bank directly. When discussing prices, find out whether it uses a tiered, interchange plus, or flat pricing model. Additionally, the average ticket size of your transactions, transaction volume, and how you accept payments – contactless payments are more expensive than face-to-face transactions – will impact final costs. Many processors also charge monthly minimum, statement, and PCI-compliance fees.
Hardware Costs
Through First Data, Co-operative Bank is able to rent equipment that allows merchants to take face-to-face, mobile, and contactless transactions. An equipment lease is a minimum 36-month contract. Whether equipment is bought or leased, merchants still need to pay for software services to use the equipment. Offerings include the Clover Station, Clover Mobile, and Clover mini. Unfortunately, no rental or purchase prices are provided.
Early Termination Fees
Due to its relationship with First Data, it is very likely that contract terms are variable, and that merchants must buy out agreements if they want to cancel before it expires.
Complaints
After a thorough search, we were unable to find a few complaints about Co-operative Bank. However, they referred to its banking services. We suspect that any complaints about merchant services are being filed against First Data, since it handle the processing.
First Data, a major player in the payment industry that partners with Co-operative Bank, has 1,017 complaints with the Better Business Bureau (BBB). Many of the complaints were related to account closures, misleading or miscategorized sales information, and hidden fees. Additionally, First Data is not accredited by the BBB. A business earns accreditation when the BBB has determined that it meets its standards, of committing to making good faith efforts to resolve consumer complaints.
