Paychex Heightens Client Response and Retention with MaritzCX
Paychex, a leading provider of payroll services for small and medium-size businesses, has implemented a new customer experience program that has allowed the company to sharpen insight into its clients’ needs. Having previously gone through local vendors to distribute its surveys, Paychex sought a more efficient solution to receiving client feedback, as well as a more holistic way to view client data.
Now, Paychex uses the MaritzCX platform, which enables the company to design and distribute surveys, consolidate and analyze survey results, and manage a closed-loop feedback process to ensure customers’ needs are met. The change has been fruitful for the company, which has received over 79,000 survey responses since implementing MaritzCX—a 10 percent response rate on average. Data from the surveys is distributed to senior vice presidents and managers through dashboards that display trends and let users track feedback.