Big City Billboard. Hometown Vibes. What a 98% CSAT Really Says About Netchex 

If you’ve ever walked through Times Square, you know it’s not exactly subtle. Lights everywhere. Screens stacked on screens. Brands fighting for attention in the loudest place on earth. 

So yes, seeing Netchex up there is a moment. But the billboard isn’t the story. The people behind it are. And that’s where the 98% customer satisfaction (CSAT) score comes in. 

Why a Times Square Billboard Matters (And Why It Doesn’t Change Who We Are) 

Putting Netchex in Times Square was a way to shine a brighter light on what’s already been true for a long time. Here at Netchex, we’ve always believed you shouldn’t have to choose between technology that works and people who actually show up. The billboard just gives that belief a much bigger, “Big Apple,” stage. 

Big City visibility. Hometown service mindset. 

Same Netchex. Bigger backdrop. 

What Is a CSAT Score, Anyway? 

CSAT stands for Customer Satisfaction. It’s a simple way to measure how customers feel after an interaction or experience. 

Usually, it comes from a short survey. Something like, “How satisfied were you with this experience?” Customers respond on a scale, and the results roll up into a percentage. The higher the number, the more consistentlycustomers are walking away satisfied. CSAT is useful because it’s immediate. It reflects real moments, not long-term assumptions. It shows how support teams are doing in the day-to-day, when questions come up, payroll needs to run, or something unexpected needs attention. So, what counts as a good score? 

In most industries, a CSAT score in the 75% to 85% range is considered solid. Scores above 90% are often labeled excellent or world-class. They’re hard to reach and even harder to maintain. That’s why a 98% CSAT score stands out. 

Let’s Talk CSAT Scores (Because 98% Isn’t an Accident) 

Customer satisfaction scores can feel abstract until you unpack what they really represent. 

A 98% CSAT score means: 

• Calls get answered. 

• Problems don’t get bounced around. 

• Customers don’t feel like tickets in a queue. 

• Support doesn’t disappear after implementation. 

This score reflects real feedback from customers who rely on Netchex every single pay period. Payroll isn’t something you can “mostly” get right. When it matters, it really matters. And that’s why service shows up so strongly in how customers talk about their experience. 

What Customers Actually Say About Working with Netchex 

A 98% CSAT score doesn’t come from one great interaction. It comes from hundreds of everyday moments where things work, questions get answered, and people feel supported instead of stuck. Here’s how customers across industries describe their Netchex experience in their own words. 

I’ve handled payroll for over 20 years, from doing it manually to using other payroll companies. When I found Netchex, I was elated. The professionalism and knowledge of everyone on the team is superior to any other company I’ve worked with. 

— Carrie Dunn, Legal Administrator, Heller Draper & Horn LLC 

That sense of confidence shows up again and again. 

Netchex still has the ‘small company’ feel—not wondering who or where you’ll be speaking with someone when issues arise.

— Chrissy Smith, Vice President, Macon Bank & Trust Co.

For many customers, that consistency is what sets Netchex apart. 

My experience with Netchex over the past six months has been seamless and efficient. Their platform has streamlined our payroll and HR processes, allowing me to focus more on strategic tasks rather than administrative ones. The customer support has been extremely responsive and makes troubleshooting easy to handle. 

— Melissa Foster Poirier, Office Administrator, Greenleaf Architects 

Others point to how Netchex removes stress from moments that really matter. 

Netchex saved me time and energy and lowered my stress level. 

— Maria Irwin, Administrator, Todaytec 

Or made flexibility possible when life doesn’t pause for payroll. 

For me personally, I was able to easily approve payroll while I was on my last maternity leave. That was not possible during my previous leaves with other payroll providers. 

— Emmie Golemi, HR Manager, The Blood Center 

That same support carries through onboarding and long-term use. 

When we first started using Netchex, the implementation team guided us through every step, listened to our concerns, and answered every question. Once we went live, the service team continued to be phenomenal. Every inquiry, whether simple or complex, was handled professionally. 

— Brenda Nelson, HR Manager, Grants Pass Toyota 

Netchex goes beyond fixing issues. We build trust over time. 

The high quality, low number of mistakes, and consistency are highlights. There are certain things that are worth paying for. Netchex is one of them.

— Mimi Dossett, President, Money Hill 

Taken together, these experiences explain the number behind the headline. A 98% CSAT score reflects something customers feel every pay period. They get support that shows up, systems that stay reliable, and people who take ownership when it counts. 

Service Is the Differentiator You Feel, Not Just Measure 

Service sounds nice on a website. It feels very different at 7:12 a.m. when payroll needs to run, and a manager can’t get back on the floor until something’s fixed. 

In deskless industries, HR doesn’t operate in a vacuum. Teams are moving. Employees aren’t sitting at computers all day. A restaurant GM might be toggling between scheduling and payroll while also covering a shift. A healthcare administrator might be onboarding a group of new hires before Monday. A manufacturing HR lead might be reviewing timecards right before a shift change. 

That’s the environment Netchex is built to support. 

White-glove implementation isn’t just a phrase. It means someone is actually walking through your workflows with you, helping configure the system around how your business runs. It means managers who don’t sit at desks still know how to use it. It means HR teams aren’t left piecing things together after go-live. 

And when questions come up, support shows up in a way that fits that reality. If a manager calls between shifts, they’re not sitting on hold wondering how long this will take. With 90% of calls answered in under a minute, most issues get addressed quickly so people can get back to work. That time matters. 

Service also shows up in quieter ways. Ongoing account conversations. Proactive check-ins. Suggestions that help teams simplify processes they didn’t even realize were slowing them down. It’s not dramatic, but it makes a difference over time. 

Behind the scenes, AI supports everyday workflows, helping reduce manual corrections and eliminate unnecessary back-and-forth. Everything connects inside one payroll and HCM system, so HR isn’t bouncing between platforms trying to reconcile data. 

When all of that works together, customers don’t just notice. They feel it. And that’s the kind of consistency that turns into a 98% CSAT score. 

Why This Moment Feels Bigger Than a Billboard 

Seeing Netchex in Times Square is exciting. It signals growth. It signals confidence and, for the Netchex teams, momentum. But the reason it works is because it’s backed by substance. A billboard without trust is just an advertisement. A billboard backed by a 98% CSAT score is proof. That’s what makes this moment fun and meaningful. 

Same Values. Bigger Stage. 

Times Square moves fast. Payroll doesn’t get that luxury. 

Behind the bright lights is a simple truth. Businesses want partners who make things easier, not louder. They want software that works and people who care. That’s what the 98% CSAT score represents. And that’s what the billboard is really there to say. 

If you’re already a Netchex customer, this moment is yours too. 

If you’re just getting to know us, welcome. 

Big City Billboard. Hometown Vibes. 

And service that still shows up when it matters most. 

Request a demo to see for yourself.