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GPA, in partnership with Immedis, decided to ask members for their thoughts on and experiences with their providers. Do they have a completely positive customer service experience from their provider or is there room for improvement?

By 2020 the global payroll, HR & services market value is predicted to have grown to around $21bn, doubling to $42bn by 2026. The face of global payroll will inevitably continue to evolve at a pace over the next decade.

To keep in step with this expansion, payroll providers have sought to bridge the gap, simplifying where possible the complex technical processes associated with payroll management. Initially, the race was to be the FIRST global payroll provider, with fairly inconclusive results. Some providers then tried to create the next best option; middleware.

As much of the delivery emphasis had a heavy technology focus, it was felt by some clients that the customer service side of payroll provision had been neglected. Questions were raised about how - and how quickly - providers dealt with queries and who in the provider’s team had the expertise to answer questions on in-country payroll legislation. How long will it be before answers are forthcoming?

As a result of our members’ concerns the GPA, in partnership with Immedis, decided to ask members for their thoughts on and experiences with their providers. Do they have a completely positive customer service experience from their provider or is there room for improvement? Is the feedback GPA hears from their membership the reality, a misperception or the tip of a problematic iceberg?

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