The majority of small and medium-sized businesses (SMBs) indicate they are satisfied with both the features and customer support of their payroll solutions, according to a new survey by Clutch, a B2B ratings and reviews site.
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The three most commonly used features are generating payroll reports, W-2s, and direct deposits. The most popular customer support feature is phone support. According to the survey, 85% of SMBs report being satisfied with their payroll solution’s current features. Regarding customer support—phone is the most commonly used, followed by e-mail and chat—71% of respondents say they are satisfied with these other features.
Despite the central importance of payroll to any business, little-to-no analysis has previously been conducted on this issue prior to the Clutch survey. Payroll solutions are typically assumed to be outdated, hard to use, and/or have poor customer service.
However, the findings suggest that SMBs are generally pleased with their systems’ features and support. This satisfaction is likely due to payroll solutions becoming more technologically advanced and providing effective customer support.