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MEASURING YOUR HAPPINESS

And Why It Matters to Us!

How Do We Measure Your Happiness?

Net Promoter Score (NPS) helps us measure the quality of our service via direct feedback from you.

Thread uses its NPS to identify areas of strength and weakness in our client services. We also love rewarding team members for delivering WOW! quality service to you. In addition, we evaluate our NPS scores against competitors and other businesses to assess our service levels and ultimately our clients’ happiness and loyalty reflected in these scores.

How the Net Promoter Score (NPS) is Calculated

NPS Score Analysis
COMPARATIVE NPS SCORES (as of Q2 2025)

Rippling: -44 | Paycor: -40 |Paychex: -14 | Insperity: -6

Paylocity: -4 |  TriNet: 5 | UKG: 13 | Bamboo HR: 27

Workday:  31 | Paycom:  49 | Thread: 80

Competitor data obtained at Comparably.com

80

THREAD'S NPS SCORE

Why Does It Matter?

Our NPS only matters because YOU matter to us.  Your direct feedback provides real-time insights which in turn helps us improve our service model and shows us how we can make our interactions with you, our client, even better.

“The entire team is so friendly and helpful. Christina F is always amazing and we love working with her. Pradeep is always quick to respond and solve any issues and answer questions.”

Thread ClientQ1 2025 NPS Survey

“If I were to tell someone what it is about Lindsey that sets her apart, I would have to say it would be her consistency. She is always communicative and eager to resolve whatever issue I may be confronting her with. For someone to to be as responsive and accommodating as she is, consistently, is just simply fantastic! Thanks Lindsey for all you do!”

Thread ClientQ1 2025 NPS Survey

“I like the payroll system with the onboarding for new employees. Amber offers outstanding customer service to answer any question or need that arises.”

Thread ClientQ1 2025 NPS Survey

“Thread is large enough to offer an incredible online hub for reports and reviews, but small enough to make the client feel valued during the customer service experience. Thread's internal culture is obviously healthy and life-giving, and that manifests for the client through trustworthy payroll provision.”

Thread ClientLongtime Client NPS Survey

Client Testimonials From Our Raving Fans

Outstanding Digital Solutions. Dedicated Support. Critical Resources.

Our client testimonials are so universally enthusiastic that you can see for yourself why we called them “OUR RAVING FANS!” We feel the same about them, that’s why we offer both a national platform, backed by local, personalized service. With Thread, you don’t have to choose between robust technology and being treated like a human – WE GIVE YOU BOTH.

“

My team is knowledgeable, attentive AND friendly. I actually enjoy speaking with them and getting things done. They are so helpful. I can't think of a single time Shante or the team didn't help me out. I never have to worry and having that peace of mind is amazing!

Carrie S.Finance Manager
“

Thread's client service cannot be beat! Our account manager is incredibly responsive, helpful, patient, and knowledgeable. I just can't say enough good things!

Q3 2024 Client NPS Survey
“

Very personal service. I'm not a number and I don't have to "put in a ticket" to the help desk for answers. So easy to talk to my rep and she is extremely responsive.

Q1 2025 Client NPS Survey
“

We love having Thread for our payroll and HR consulting needs. Pradeep is our assigned account manager for payroll. He is our direct contact and is very helpful and timely in his responses, and when he's out, his team takes over without skipping a beat. Christina, our HR Advisor, provides great value and insight as a partner to our HR team.

Aniece P.Human Resources
“

The customer support is great and the training you receive when you launch the program is top notch.

Beth S.Finance Director

”What was great about implementation? Everything! Communication was above expectations. Christine and the other team members were quick to get back with answers and advise when needed. The process was pretty seamless, and we were told every step of the way what we need to provide for the implementation process. Christine specifically went above and beyond compared to what we had experienced at our prior payroll company, (redacted). Due to the horrible experiences we had at (redacted), we were very nervous about switching payroll companies and being able to fully trust our payroll providers efficiency and effectiveness on our account. But thankfully, we don't need to worry about that with Thread.

Q1 2025 Implementation SurveyNew, Happy Thread Client


Thank You for the Love!

“Thread is a trustworthy company with competent and caring employees who respond to questions and problems immediately. Their work is accurate and allows the customer to rest at ease with their payroll service.”

Kay C.Seagraves

“Melanie was awesome throughout the entire process. She communicate clearly and was so responsive. She walked us through all the features slowly and ensured we had a full understanding of them. She also reassured us that she would be standing by to assist if we ran into any unknowns. I really appreciate the consideration she took educating each member of our team.”

Q1 2025 Implementation Survey

“Payroll and programs change over the years. The folks at Thread make all of these changes so much easier on our company. Payroll is complicated, Thread makes it easy.”

Corrine B.Headway Marketing

“You folks are easy to work with, the platform is great, service impeccable. Been a customer since 2006. Painless, effortless. Outsourcing your payroll to Thread is a money and time saver.”

Dirk D.IMI

“Thread is customizable and workable for internal processes. The staff are easy to work with and with some of our weird payroll situations, Thread has been able to find solutions.”

Q3 2024 Client NPS Survey

“Lindsey is absolutely a 10. Her customer service is impeccable and we can’t sing her praises loudly enough.”

Q3 2024 Client NPS Survey

“The system is extremely user friendly and the quick customer support is hands down the best I have ever seen in a 3rd party company!!! Quick & friendly!!!”

Q3 2024 Client NPS Survey
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