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Which payroll company has the best customer service?
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5 Answers
ADP and Paychex are the well known giants out there, and like most big companies with small offices spread across the nation, I would say the customer service is going to vary from region to region depending on each office's staff. A good way to evaluate is to do a 360 degree review, and ask customers, vendors, friends/family, etc. to gauge the general experience with your local office. You can also check local business publications for surveys/rankings. A respected survey local to me is done by the San Francisco Business Journal. Theirs is a "Best Places to Work" survey, and although not exactly a measure of performance in customer service, may help you prove/disprove the old adage "A happy employee equals lots of happy customers".
A new class of payroll providers are popping up that position themselves more as Software-as-a-Service value-add providers. I've been signed up with TriNet and have had a positive experience. Ovation Payroll (formerly E-Chx) seems to be gaining lots of market share and is growing office-wise. Typically growth in a company is a sign that customers are jumping ship from competitors.
A lesser known option is to go through a staffing company. Aerotek (or other Allegis Group companies) allow you to set up a service agreement for staffing services OR just payroll processing. This can be helpful if you have a preferred vendor in that space.
Hope this helps!
I've seen a couple of published studies ranking enterprise HR outsourcing and payroll companies. Here is one explicitly ranking enterprise HR outsourcing companies on customer satisfaction - http://www.hrotoday.com/files/BDMPHRO.pdf# . Unfortunately I haven't been able to find the same information for SMB payroll services specifically. Anybody else in the community seen anything?
No, and I've been searching for rankings of payroll services, even called the American Payroll Association and came up with nothing.
The big guys are the big guys, offering cookie cutter customer service from cookie cutter platforms. The best in customer service I've seen came from GuideSource, a boutique firm in Minnesota.
For me the answer depends on the size of your company and what you need from your payroll service provider. I have had good luck with local small providers who know my customers very well to a medium size provider who only provides payroll - Paylocity.
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