Although most customers are broadly happy with their payroll providers’ services today, their expectations around future technological innovation and transformation are not being met, new research has revealed.
According to NelsonHall’s latest Next Generation Payroll Services market analysis, overall client satisfaction with their current payroll processing services was positive. The average vendor rating here was 4.1 out of five as services were in the main said to be easy to use, compliant and reliable.
Customers also showed similar levels of confidence in their vendors’ ability to meet their future needs and said they were highly likely to recommend them, resulting in an overall average vendor Net Promoter Score of +24.
But concerns were raised in three key areas: technology integration, process improvement and overall vendor innovation. Clients indicated that key future requirements centred on technology improvements: a simpler, standardised HR/payroll infrastructure that included enhancements to the user interface, better reporting, overall ease of use, stakeholder engagement and the ability to scale to support the business.
Customers also pointed to a lack of integration between all kinds of HR and payroll systems, which had a negative impact in terms of both reporting and the user experience.
Another area where vendors are apparently falling short relates to collaboration. Clients are keen to see their vendors acting in a more engaged and collaborative way in relation to maintaining, and more importantly improving, service levels. They also want vendors to be more proactive in suggesting innovation initiatives, which include automating currently manual processes in order to improve overall efficiency.
Emma Woollacott is a freelance business journalist. Her work has appeared in a wide range of publications, including the Guardian, the Times, Forbes and the BBC.
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Although most customers are broadly happy with their payroll providers’ services today, their expectations around future technological innovation and transformation are not being met, new research has revealed.
According to NelsonHall’s latest Next Generation Payroll Services market analysis, overall client satisfaction with their current payroll processing services was positive. The average vendor rating here was 4.1 out of five as services were in the main said to be easy to use, compliant and reliable.
Customers also showed similar levels of confidence in their vendors’ ability to meet their future needs and said they were highly likely to recommend them, resulting in an overall average vendor Net Promoter Score of +24.
But concerns were raised in three key areas: technology integration, process improvement and overall vendor innovation. Clients indicated that key future requirements centred on technology improvements: a simpler, standardised HR/payroll infrastructure that included enhancements to the user interface, better reporting, overall ease of use, stakeholder engagement and the ability to scale to support the business.
Customers also pointed to a lack of integration between all kinds of HR and payroll systems, which had a negative impact in terms of both reporting and the user experience.
Another area where vendors are apparently falling short relates to collaboration. Clients are keen to see their vendors acting in a more engaged and collaborative way in relation to maintaining, and more importantly improving, service levels. They also want vendors to be more proactive in suggesting innovation initiatives, which include automating currently manual processes in order to improve overall efficiency.
Emma Woollacott is a freelance business journalist. Her work has appeared in a wide range of publications, including the Guardian, the Times, Forbes and the BBC.
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Trends 2018: Traditional bureau payroll declines as buyers seek tech-based managed services
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