Payroll Software Rating Criteria
Payroll Software Rating Criteria
Payroll software comes in two main forms: 1) cloud-based online software with monthly or yearly subscription fees or 2) locally-installed software that is downloaded and hosted directly on a computer. The majority of our reviews are for companies that specialize in cloud-based software, and our reviews reflect that trend. Some larger payroll companies offer both options and we make small adjustments in evaluating these solutions.
Payroll software is rated on the following eight sections: Pricing, Hardware & Software Requirements, Ease Of Use, Features, Customer Service & Support, User Reviews, Integrations & Add-Ons, and Security.
Each section is assigned a rating of Excellent, Good, Fair, or Poor based on the outlined criteria. The overall score out of 5 stars is then based on the following general guidelines:
Overall Score | Section Ratings |
---|---|
5.0 | Majority "Excellent" and "Good", no "Poor" |
4.0 - 4.5 | Majority "Good" |
3.0 - 3.5 | Majority "Good" and / or "Fair" |
2.0 - 2.5 | Majority "Fair" and / or "Poor" |
1.0 - 1.5 | Majority "Poor" |
For more detailed information on scoring, as well as how we make recommendations based on these scores, see our Rating And Scoring System.
The following characteristics warrant an Excellent rating:
Pricing
- The price accurately reflects the value of the software at each pricing level
- Price is competitive and affordable relative to the intended customer base
- All fees and expenses are made explicitly clear prior to purchase
- Industry-standard features are included within the main pricing plans
- Provides a free trial or demo to test the software
- Discounts available (e.g., annual or multi-year subscription, education, non-profit)
Hardware & Software Requirements
- Software accessible on all main browsers and devices
- Software includes well-developed mobile apps
Ease Of Use
- Signup and on-boarding is simple and well-guided
- Offers implementation support and training for a reasonable cost
- Interface design is logical, intuitive, and easy to navigate
- Individual features are easy to use with self-explanatory input fields
- Balances payroll customization capability with an accessible learning curve for beginners
- Offers quality and easily-searchable learning resources (e.g., demo, tutorials, in-software guidance, etc.) to assist new users
- Runs smoothly with no major bugs or glitches affecting basic features
Features
- Provides a well-rounded set of built-in features that serve the intended audience
- Feature set offers good value for the price
- Features include: employee management, easy employee access, multiple payment methods, direct deposit, time tracking, garnishment, PTO policies, benefits administration, HR, reports, and tax support
- The majority of individual features are flexible and robust
- Feature set accommodates business growth (i.e., user seats)
Customer Service & Support
- Provides multiple avenues for personalized support (e.g., phone, email/web tickets, live chat, etc.)
- A live representative can be reached during business hours via phone or live chat
- Company responds to support requests in a timely manner (e.g., emails within 24 hours, phone holds and live chats within minutes)
- Support representatives are knowledgeable, courteous, and able to resolve issues
- Provides an extensive collection of quality online self-help resources (e.g., FAQ, knowledgebase, tutorial videos, community forums, blog, etc.)
User Reviews
- The number of complaints is reasonable in proportion to company size and user base
- Complaints reference isolated, specific circumstances rather than systemic problems the company has failed to address
- Complaints are addressed publicly in a reasonable and respectful manner
- Customer feedback is taken into consideration when updating the software/service, which frequently renders older complaints obsolete
- Positive reviews outnumber complaints
- A substantive number of credible positive reviews are available online from verifiable customers
Note: Payroll software with very few user reviews receive(s) a rating of Fair until more data becomes available.
Integrations
- Offers a large number of integrations
- Provides a well-organized app marketplace that is easily searchable
- Provides a well-rounded set of widely-used third-party software integrations (e.g., accounting, healthcare, retirement, time tracking, leave management, etc.)
Security
- The company is transparent about its security measures
- Security features include at a minimum: data encryption, firewalls, virus/intrusion detection and prevention, and physical security measures for data centers
- Maintains a long track record of no major, wide-spread security issues
- Percentage uptime is at or above industry-standard levels
- Provides updates regarding security status, planned maintenance and downtime, etc.