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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

Paychex: -16 | Paylocity: -11 | ADP: 6 | TriNet: 8

Apple: 72 | Amazon: 73 | Thread: 83



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 online platform is pretty user friendly. But having Patrick is a huge positive! Simple or complex issue, he always bails me out!

Thread ClientQ4 2022 NPS Survey

Entering my payroll information is easy and processing is very fast. I can print the payroll reports within the hour and be done. It's great.

Thread ClientQ4 2022 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 impeccable customer service is why I always give Thread a 10/10! The response time when I reach out with a question is quick and helpful!

Thread ClientQ4 2022 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

The team support that they offer is Amazing! I love the fact that Thread is a large company offering personalized care.

Charlotte S.Administrator

The customer service is outstanding. You don't get that much anymore, but Thread's team is amazing. The web platform is fantastic and the Thread team is there any time you need them to help with all things payroll.

Corrine B.Director of Administration

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

Prompt, courteous response to our payroll questions.

Judy T.Southland

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 Payroll is always prompt with their communications, and has always resolved our payroll issues easily and on time!

Babette S.Heartwork Counseling

I have been using Choice Payroll for over 5 years. Choice was one of the best business "choices' I have ever made! Great customer service!

Debra L.Marietta Podiatry

My support team is the best - they go out of their way to help me and are always polite and professional even when I have made a mess of things.

Kim D.Plaza Security