PEO Client Experience & Support: What You Should Expect

When evaluating a Professional Employer Organization (PEO), it’s essential to look beyond just the services offered and assess the client experience and ongoing support. A great PEO will not only help you with payroll, compliance, and benefits but will also provide exceptional customer service and continuous support throughout your partnership. Here’s what to look for when evaluating a PEO’s client experience and support.

A solid PEO will take the time to understand your business’s unique needs. Within the first 60 days of partnering with a PEO, they should conduct a Strategic Needs Assessment. This assessment helps identify gaps in your current HR processes and sets a foundation for implementing tailored solutions to help your business grow. Be sure to ask if the PEO offers this assessment and how it fits into the onboarding process.

Client support should be ongoing, not just limited to the initial setup phase. Check if the PEO includes quarterly leadership meetings and annual reviews. These meetings provide an opportunity to discuss progress, address any issues, and ensure that the PEO’s services continue to align with your business’s evolving needs. Regular reviews also help track the success of your partnership and make adjustments as needed.

A PEO that provides a dedicated account manager is crucial for maintaining clear communication and efficient problem-solving. Ask if your PEO assigns an account manager to your business, and ensure that there are clear communication channels in place. Whether it’s via phone, email, or a customer portal, a responsive and accessible PEO will ensure you always have the support you need.

When evaluating a PEO’s client experience and support, make sure that these elements are in place to ensure a smooth and productive partnership. The right PEO will be there for you not just during the onboarding phase, but for the long haul.

There are over 600 PEOs nationwide. Work with a PEO Broker (like us!) to get side-by-side comparisons and unbiased guidance—at no cost to your business.

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