BrightPay’s 2021 Customer Survey Results

Earlier this year, BrightPay conducted our annual Customer Satisfaction Survey. At BrightPay we are constantly trying to improve our products as well as our customer service. Our Customer Satisfaction Survey helps us identify in which areas we should make improvements. As it is an annual survey, it allows us to monitor customer satisfaction over time and evaluate the success of the changes we have made and the efforts we have put in throughout the year.

A total of 1169 customers took part in our survey. Just over half of those surveyed were employers on a standard BrightPay licence while the remaining were accountants or payroll bureaus who run payroll for multiple clients.

Below are some of the key stats from the survey:

For 2021 BrightPay received a 99.5% customer satisfaction rate. This means that our customer satisfaction rate has remained over 99% for the 7th year in a row.

BrightPay’s 2021 Net Promoter Score (NPS) is 74. An NPS represents how likely customers are to recommend your product or service to others. With the industry average NPS score being 30, a score of 74 puts us in the top quartile for software and apps.

Of the 1169 customers surveyed, 166 had started using BrightPay within the last 12 months. 98.8% of our new users said that the software was easy to use. This score is thanks to our functionality and our user-friendly interface.

At BrightPay, unlike other payroll software providers, we do not charge for customer support. Because we do not profit from your need for help, this motivates us to make our software as user-friendly as possible. BrightPay customers can speak to one of our payroll experts by phone or email. If you need help switching from your old payroll software provider to BrightPay, we have a team of payroll migration experts on hand to help. As well as this, to help our customers, we hold free weekly webinars where we discuss current payroll topics and answer your payroll queries. We also have helpful videos, documents, guides and eBooks available on our website. It is because of this that our customer support has achieved a 97.5% satisfaction rate. 

98.7% of customers surveyed said that they save both time and money by using BrightPay. This is through using our integrations with accounting packages, pension providers and a payments platform that allows you to pay employees, subcontractors, and HMRC, all in real-time.

Payroll bureaus and accountants can also save time by using our batch payroll processing feature which allows you to perform payroll tasks for multiple clients at the same time.

Another way you can save time and money is by using our optional cloud add-on BrightPay Connect, which 42% of BrightPay users surveyed said they also use. BrightPay Connect includes an employer dashboard which gives you a complete overview of the payroll information including managing employee leave, sharing payslips and other documents with employees. It also automatically backups the payroll data to the cloud every 15 minutes.

BrightPay Connect includes an employee self-service app which 99.1% of our customers surveyed said they love. From the app, employees can view current and historic payslips, request annual leave, view personal employment documents such as their contract of employment or companywide documents such as a monthly newsletter.

The 2020/2021 financial year was one like no other for BrightPay and for our customers. We all had to change the way we worked in order to adapt to the new world we found ourselves in. During the COVID-19 crisis, keeping up to date with the ever-changing furlough scheme and other wage support measures put in place by the UK government took centre stage for payroll processers. 99% of customers surveyed said they were satisfied with our handling of COVID-19 thanks to our software upgrades, free online webinars, online support documents and our phone and email support.

BrightPay would like to thank all those who took the time to take part in our Customer Satisfaction Survey. We believe that by listening to our customers' needs we can continue to grow and improve as a company. The full Customer Satisfaction Survey infographic can be viewed here. If you would like to find out more about BrightPay and BrightPay Connect, book a free online demo today.