Paychex
Paychex is a provider of payroll, human resources, and benefits outsourcing services for small and mid-sized businesses, delivering cloud-based software and service bundles that handle payroll processing, tax administration, HR compliance, retirement, and insurance. The company generates revenue through subscription and per-employee fees for its SaaS platforms and related HR and payroll services across the United States and select international markets.
- Payroll
- HRIS & Core HR
- Revenue
- $5.4B
- Employees
- 16,000
- Founded
- 1971
- Headquarters
- Rochester, United States of America
What 41 Arbolus experts think of Paychex
NPS scores are distributed from 1 (lowest) to 10 (highest), with a concentration around 7-10, indicating generally positive sentiment but with a notable minority expressing dissatisfaction. Renewal intent is mixed: about 52% indicate uncertainty, 28% confirm plans to renew, and 20% do not intend to renew. Stickiness is high, with 80% of respondents having used Paychex for more than one year. Key themes include strong regulatory reliability, but recurring concerns around inflexible UI, slow support during peak periods, and reporting limitations. Overall Customer Sentiment: Positive
Who reviewed Paychex
- C-Suite 74% (30)
- Director 23% (9)
- Manager 3% (1)
Employer names and spend open in the full report, along with the other 38 customers.
Everything 41 customers told us about Paychex.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
7 Net Promoter Score, from 41 scored reviews- Promoters 14
- Passives 16
- Detractors 11
Cumulative NPS by month
-1 over 6 months- May 8
- Jun 8
- Jul 8
- Aug 7
- Sep 7
- Oct 7
Net Promoter Score across 7 reviews, accumulated up to each month. Category median 22 across 7 companies.
Praised
- Modernized User Experience
- Enhanced AI Compliance
- Dynamic Pricing Models
- Reduction in Manual Errors
Criticised
- Slow Customer Support
- Rigid Reporting
- Outdated User Interface
- Switching to Modern Platforms
What customers say
Renewal intent
Plan to renew 43%Plan to renew, by seniority
- 43% 14 answers
- 40% 5 answers
- 50% 2 answers
- 8.3/10 Average score from customers who will renew
- 6.3/10 Average score from undecided customers
- 6.3/10 Average score from customers not renewing
Top alternatives
Most weighed by Paychex customers
Report
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