Visa 2011 Global Service Quality Awards - BNP...

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Visa 2011 Global Service Quality Awards

Transcript of Visa 2011 Global Service Quality Awards - BNP...

Visa 2011 Global Service Quality Awards

Visa 2011 Global Service Quality Awards

Visa® established the Service Quality Performance Awards Program in 1992 to recognize exceptional card operations performance by issuers, acquirers and processors. This program applies to transactions processed through VisaNet in all Visa Inc. regions; it does not include transactions processed by Visa Europe merchants on cards issued in Visa Europe. This program encourages the evolution of performance beyond boundaries, and recognizes card operations performance excellence demonstrated by issuers, acquirers, and issuer processors worldwide.

The global Service Quality Performance Award Program reinforces Visa’s commitment to best-in-class operations. It not only acknowledges consistent, superior performance, but also continued service quality improvement in the following key areas that directly affect Visa cardholders and merchants:

• Authorization Performance – Increasing approvals while effectively managing risk.

• Chargebacks – Eliminating chargebacks by identifying and addressing transaction processing improvements, training merchant sales staff on proper card acceptance procedures and educating back office staff on Visa International Operating Regulations governing exception processing.

• Cardholder and Merchant Satisfaction at the Point of Sale – Enhancing satisfaction by providing uninterrupted availability of authorization systems and expedient and accurate transaction processing.

© 2012 Visa. All Rights Reserved. Notice: The information furnished herein by Visa is CONFIDENTIAL and shall not be duplicated, published, or disclose in whole or part, or used for other purposes, without the prior written permission of Visa.

Participant CategoriesEligible Visa clients will be grouped into four participant categories (based on annual transaction volume and scope of operations) to ensure the most equitable evaluation of performance. Clients who operate in two or more countries will be evaluated separately from those operating in a single country.

PArtiCiPAnt CAteGory CriteriA AwArd tyPeS

Multi-National High Volume

• Licensed to operate in more than one country

• First 50th percentile of clients above the minimum transaction count threshold

Issuer, Issuer Processor, Acquirer

Multi-National • Licensed to operate in more than one country

• Second 50th percentile of clients above the minimum transaction count threshold

Issuer, Issuer Processor, Acquirer

National High Volume • Licensed to operate in only one country

• First 50th percentile of clients by above the minimum transaction count threshold

Issuer, Issuer Processor, Acquirer

National • Licensed to operate in only one country

• Second 50th percentile of clients by above the minimum transaction count threshold

Issuer, Issuer Processor, Acquirer

To be eligible for this program, issuers, acquirers and processors must be in compliance with Visa policies and program guidelines. These include, but are not limited to, the Visa International Operating Regulations and the Payment Card Industry Data Security Standard (PCI DSS).

2011 Performance AwardsWithin each category, issuers, acquirers and processors will be recognized for outstanding operating performance in the following seven key areas, based on statistical data generated from the VisaNet system.

2011 PerforMAnCe AwArdSConSuMer

Credit iSSuerS

ConSuMer debit iSSuerS

CoMMerCiAl Credit And

debit iSSuerS

iSSuer ProCeSSorS

ACQuirerS

Highest Domestic Authorization Approval Rate

u u u

Highest International Authorization Approval Rate

u u u

Highest Chargeback Effectiveness Rate for Fraud Reason Codes

u u u

Highest Chargeback Effectiveness Rate for Non-Fraud Reason Codes

u u u

Lowest Assured Transaction Rate u

Lowest Transaction Response Time u

Lowest Chargeback-to-Sales Ratio for Fraud Reason Codes

u

Lowest Chargeback-to-Sales Ratio for Non-Fraud Reason Codes

u

Note: Prepaid and collection-only transactions are excluded from calculations for all issuer awards. Single-Message System (SMS) transactions are excluded from all issuer processor awards.

Performance Awards Overviewn issuer-Highest domestic Authorization Approval rate: This award recognizes customer service orientation, indicating

that an issuer’s approval parameters have been set high enough to approve as many authorization requests for transactions in which the issuer and merchant are in the same country while still controlling risk.

n issuer-Highest international Authorization Approval rate: This award recognizes customer service orientation, indicating that an issuer’s approval parameters have been set high enough to approve as many authorization requests for transactions in which the issuer and merchant are in different countries while still controlling risk.

n issuer-Highest Chargeback effective rate for fraud reason Codes: This award reflects efficiency in processing exception items, and acknowledges those issuers with the lowest percentage of fraud chargebacks returned as representments. This award indicates that the issuer successfully evaluates potential chargebacks, processes them only once, and uses the correct chargeback reason codes.

n issuer-Highest Chargeback effective rate for non-fraud reason Codes: This award reflects efficiency in processing exception items, and acknowledges those issuers with the lowest percentage of non-fraud chargebacks returned as representments. This award indicates that the issuer successfully evaluates potential chargebacks, processes them only once, and uses the correct chargeback reason codes.

n issuer Processor—lowest Assured transaction rate: This award recognizes the issuer best able to ensure system availability to respond to authorization requests in a timely manner without diverting transactions to the Visa Stand-In Process (STIP). Note: Transactions processed by issuers receive the highest degree of analysis for risk evaluation and transaction quality, ensuring a high degree of fraud protection.

n issuer Processor—lowest transaction response time: This award recognizes the issuer best able to respond to an authorization request in the least amount of time. Timely response to requests contributes to both cardholder and merchant satisfaction, supporting brand preference and recognizing Visa as the preferred provider.

n Acquirer - lowest Chargeback-to-Sales ratio for fraud reason Codes: This award recognizes the acquirer best able to effectively educate its merchant customers on Visa acceptance procedures, which are designed to ensure that transactions are properly processed at the point of sale and merchants receive the fewest percentage of fraud chargebacks.

n Acquirer - lowest Chargeback-to-Sales ratio for non-fraud reason Codes: This award recognizes the acquirer best able to effectively educate its merchant customers on Visa acceptance procedures, which are designed to ensure that transactions are properly processed at the point of sale and merchants receive the fewest percentage of non-fraud chargebacks.

For More InformationContact your Visa Account Executive or call (888) 847-2242 in the U.S. or (416) 860-8600 in Canada to speak with a Visa subject matter expert.

© 2012 Visa. All Rights Reserved. VRM 03.15.12