The study population consisted of subject matter experts and survey respondents
in both front- and back-end operations within Payment Services geographically dispersed
around the United States. Subject matter experts and survey respondents were asked to
participate in conference calls, video conferences, and one-on-one meetings with the
researcher. Data was collected from 239 full-time staff members from 20 offices across the
nation. The goal for the study was to collect 200 responses (25 from each department) for
each phase of the study representing 10 percent of the participating Payment Services’
population.