NPS Intelligence (beta)

We're seeing our Net Promoter Scores go up across the board. We are leveraging and embracing this tool.

I would say one other thing that we're very, very proud of is that through the pandemic, when there was an unprecedented level of demand on our service providers, we met that need and our net promoter scores hit their highest levels ever in the company.

And Efrain said the Net Promoter Scores continued to increase well year-to-date over last year and the productivity has been very good. So those offices that we closed will remain closed, those that were permanently closed obviously and we will continue…

But our NPS scores at this point through the pandemic are at record high, and that’s the strength of our model. The strength of our model really plays well for this environment.

Right now, we expect that given the really high, we also are hitting great net promoter scores and client satisfaction. We've got great client testimonials.

Through the third quarter, we have continued to see strong execution in operations with record high net promoter scores and client retention.

This increased mobile usage by clients and their employees has led to efficiencies internally and higher net promoter scores. We are serving clients and our employees the way they want to be served.

Service delivery remains strong as we continue to experience favorable client retention year-over-year, with fiscal 2019 retention in line with our historical best, and continued improvements in net promoter scores.

…I think all of those have that and the great service, which we are at historic highs for our net promoter score as well. I think are all benefiting that, getting us to the best.

First quarter doesn’t make the year, but we certainly have seen continuous improvement in our net promoter scores and our satisfaction surveys, which have been translated into even better retention and we went through a pretty big service kind of…

Our service delivery remained strong as we continued to experience favorable client retention results and improvements in Net Promoter Score.

That onboarding and net promoter score has gone up from the beginning of the year nicely and our overall service number has gone up as well.

Paychex achieved customer retention near 82–83% and sustained high revenue retention in FY2026.

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Paychex reports client retention has improved over last year's solid performance.

Retention rate: 88% (FY2022) — “our pandemic high was -- approximately was a record and it was approximately 88%. When we close the books this year, we were at approximately 88%”

Retention rate: 85% (FY2021) — “a record level of client retention of approximately 85% of our beginning client base”

Net revenue retention: 90% (Q3 2021) — “Right now, as we speak, our rate of revenue retention, ignore client retention, is verging on 90-plus percent. That's a number, given our client base, which is really pretty extraordinary.”

Retention rate: 83% (FY2020) — “client retention reached a new all-time high. Throughout this uncertain time... client retention being up highest it's ever been. First, can we get that specific number? I think the last we had seen a number there was 82% or just hovering above 82%... the 83%”

Paychex reports a recent client retention rate of approximately 82%, in line with its historical performance.

Net revenue retention: 85% (Q1 2020) — “revenue retention has been running in the mid-80s”

Retention rate: 82% (FY2019) — “we ended the fiscal year with payroll client retention on par with our historic best”

Retention rate (payroll): 81% (FY2018) — “Client retention was greater than 81% of our beginning fiscal year payroll client base”

Retention rate (payroll): 81% (FY2017) — “Our client retention within our total payroll client base was approximately 81%”

Retention rate (payroll): 82% (FY2016) — “high client retention in excess of 82%, positively impacted our client base”

Retention rate: 77% (FY2009) — “client retention, which was slightly below historical levels at approximately 77% of our beginning of the year client base”