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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 Q4 2024)

Paychex: -14 | ADP: -10 | Insperity: -9 | Paylocity: -6

TriNet: 3 | Workday: 31 | Thread: 92

Competitor data obtained at Comparably.com

92

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.

“I could not ask for any thing more when it comes to spot on Customer Service! Amber handles all of my inquiries without hesitation and will work with me until my needs are met!”

Thread ClientQ3 2024 NPS Survey

“Great response time. System is very user friendly!”

Thread ClientQ3 2024 NPS Survey

“We've worked with Thread for 11+ years. Super support that helps us stay compliant with various state tax reporting.”

Thread ClientQ4 2022 NPS Survey

“The Thread team is easy to reach and always helpful.”

Thread ClientQ3 2024 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 ClientQ4 2022 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
“

The interaction with the team that worked to set up everything and do the training was second to none. Everyone was personable, patient, and knowledgeable. They dealt with difficulties we had as a company well. Melanie and Pam were outstanding. Pradeep is very responsive when I need assistance. I am comfortable that I am in good hands.

Q3 2024 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

”I love the user friendly website and if I have a question all it takes is one call. The customer service department is excellent to work with. The answer question and walk you through whatever you need quickly. I have never spoken with anyone that has not been pleasant or was not able to solve my issue.

Leticia F.Director
Client Testimonials From Our Raving Fans


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

“Staff is amazing. They are very helpful, quick to respond get you everything you need and the reports in excel format make my company reporting easy. Thank you all so much!”

Q3 2024 Client NPS 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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