The Payroll Blog

News, tips, and advice for small business owners

SurePayroll Wins 11th Straight Stevie Award for Customer Service

Posted On
3/6/2019
By
Sarah Skerik

We’re ridiculously proud of our Customer Service team today for winning their 11th straight Stevie Award, garnering a Gold for 2019 Contact Center of the Year for Financial Services in the 16th Annual American Business Awards®. 

Keeping Pace with Apple, Amazon, and Google

SurePayroll’s entry described how a payroll services company has kept pace with Apple, Google and Amazon by providing service levels and experience that resulted in an average net promoter score (“NPS”) of 9, for an average total NPS of 70.5, putting us firmly on par with “world class” scores achieved by Apple, Google, and Amazon. Additionally, 97% of SurePayroll’s 479 Google reviews gave the company a rating of 4-5 stars, for an average rating of 4.9 stars.

A Multi-Channel Approach to Delivering Stellar Service

There’s more to delivering great customer service than meets the eye. Today, best-in-class customer service for an online payroll provider requires a combination of accurate, responsive, and fast customer service engagement with a cultural environment that fosters a partnership between the service, product, and IT organizations to develop features and enhancements that drive a better customer experience.

The end result of these efforts? Nearly 80% of the average 1938 inbound daily customer service contacts were addressed in under a minute. In an industry in which hold times of 60 minutes aren’t uncommon, this achievement is exceptional. 

SurePayroll’s service team is the catalyst behind many of the product enhancements we roll out to customers. Over the last year, we took aim at some of the most common customer pain points with a variety of new payroll service features, including:

  • Expedited Payroll: With everything that goes into running a small business, missing the payroll processing deadline is not uncommon. We expanded and automated the ability to expedite payroll for a majority of our customer base.
  • Cancel Payroll: In the past, an inaccurate payroll submission would cause stress and require a call to our contact center to resolve. Our team sponsored “Cancel Payroll,” which allows customers to undo a payroll they’ve submitted in error, so long as they are within the cancellation window.
  • Auto Payroll: Many of our customers run the same payroll each pay period. Auto Payroll allows them to set a default payroll and put their payroll on cruise control, meaning they don’t need to log in to ensure their payroll is run on time, every time.

When we say “award-winning,” we mean it

The Stevie Awards for Sales & Customer Service are kind of a big deal – they’re among the world’s top honors for customer service, contact center, business development, and sales professionals.  The Stevie Awards organization stages seven of the world’s leading business awards programs, including the prestigious American Business Awards® and International Business Awards®.

Winning the Stevie isn’t easy -- More than 2,700 nominations from organizations in 45 nations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more than 150 professionals worldwide in seven specialized judging committees.

Winning once is great: winning eleven times straight is extraordinary.  Thank you and congratulations to our entire Customer Service Team on this incredible achievement.