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Evaluating a PEO’s Customer Service: 10 Must-Ask Questions

ExtensisHR7 minute read
Happy customer service representative talking to a client on headset

Quick look: Not all PEOs deliver the same level of customer service. While some offer personalized support through dedicated points of contact, others may take a more hands-off approach. As you evaluate potential PEO partners, consider these 10 questions to help assess their commitment to supporting you and your employees.

Professional employer organizations (PEOs) help small and midsized businesses simplify human resources (HR), access top-tier employee benefits, stay compliant, and more.

While many companies prioritize cost savings, benefit offerings, and compliance capabilities when evaluating a PEO, one critical factor is often overlooked: customer service.

The availability, responsiveness, and expertise of a PEO’s support team can significantly influence the success of your partnership. To ensure you’re getting a true partner, not just a service vendor, consider asking these questions during your evaluation process:

Question 1: What are your customer support hours and availability?

Having access to a support team during your business hours is critical, but what happens if an issue arises after hours? Be sure to ask the PEO whether their support team is available beyond standard business-day coverage.

The ExtensisHR difference: Designed to accommodate customers in various time zones, ExtensisHR’s Employee Solution Center is available Monday through Friday from 8:00 AM – 7:00 PM ET. In addition to live phone support, clients also have access to a supplemental HR team for more specialized guidance, as well as convenient email support for less time-sensitive inquiries.

Question 2: Will we have a dedicated point of contact?

When evaluating a PEO, it’s essential to know who you’ll be working with day to day. Will you have a dedicated HR professional who understands your business, culture, and goals? Or will you be directed to a general call center each time you reach out? A consistent, knowledgeable point of contact can make a significant difference in the quality and continuity of support.

The ExtensisHR difference: With ExtensisHR, you’re never just a number. Customers receive dedicated support throughout the entire customer journey, including Implementation Managers, SHRM-Certified HR Managers, payroll specialists, and ongoing access to our ESC.

Question 3: What’s your average response time for service inquiries?

Responsiveness matters, especially when a time-sensitive or pressing issue arises. Ask the potential PEO partner for data on how quickly they typically respond to emails, live chats, and phone calls.

The ExtensisHR difference: On average, our ESC answers phone calls in 10 seconds, emails in one hour, and live chats within 30 seconds, and solves 95% of cases on the same day. The ESC assists your employees with everything from benefit plan comparisons and qualifying life event discussions to payroll questions and HRIS portal navigation.

Question 4: How do you handle time-sensitive issues?

When it comes to payroll errors or compliance concerns, delays aren’t an option. It’s important to determine the PEO’s escalation processes for urgent matters and if they have a service level agreement (SLA).

The ExtensisHR difference: When employees need extra help, ESC members route issues to other ExtensisHR departments accordingly. Additionally, each ExtensisHR team (HR, payroll, compliance, etc.) has SLA times.

Question 5: Is your support team in-house or outsourced?

An in-house support team may have tighter integration with other departments and a deeper understanding of your company’s needs and regional compliance requirements.

The ExtensisHR difference: ExtensisHR’s entire support team, from our HR Managers to our customer service specialists, is dedicated to providing prompt, courteous, and personalized assistance, all managed directly from our own facilities.

Question 6: What channels are available for support?

Having the ability to contact a PEO via different communication methods can improve accessibility and convenience. Ask the PEO how you can reach their support team (i.e., phone, email, chat, etc.).

The ExtensisHR difference: Our customer support team is available via phone, email, and live chat. Plus, for complex inquiries, our experts host secure screen-sharing sessions, delivering real-time, step-by-step guidance and a seamless PEO customer service experience.

Question 7: What onboarding support do you offer?

Switching to a new PEO can feel overwhelming, but a strong partner will have a hassle-free implementation and onboarding experience, setting your benefits, payroll, and HR systems up for success. Ask what that process looks like.

The ExtensisHR difference: From day one, ExtensisHR is committed to making your transition smooth, tailored, and straightforward by creating a customized Implementation Plan and connecting you with a dedicated Implementation Payroll Manager and HR Manager.

Question 8: How do you measure customer satisfaction?

A commitment to excellent service includes regularly measuring customer satisfaction. Look for a PEO that tracks metrics like Net Promoter Score (NPS), which demonstrates consistent loyalty, trust, and dedication to high-quality service. Ask for their recent NPS scores, and take time to review their online reputation, too.

The ExtensisHR difference: Outsourced HR companies have an average NPS of 46%, and ExtensisHR almost doubles that with a score of 86%. Additionally, as of June 2025, we boast an average rating of 4.6/5 stars on review platform G2.

Question 9: Can you provide references from similar businesses?

Hearing from other companies, especially those in your industry and size range, can offer insight into the day-to-day experience with the PEO’s support team. Ask the PEO to share references or case studies.

The ExtensisHR difference: With nearly 30 years of experience nationwide, you can be confident that ExtensisHR has helped organizations similar to yours. To help you make an informed decision, we offer a robust reference program that connects potential customers with current ones, as well as relevant case studies.

Question 10: What ongoing education resources are available?

Does the PEO have a knowledge base along with regular HR newsletters and compliance updates? Resources like these show a commitment to helping you learn and grow and reflect the PEO’s expertise.

The ExtensisHR difference: ExtensisHR’s Knowledge Cloud platform features immersive, on-demand lessons on various topics. In addition, our team provides consistent customer communications including timely updates on evolving employment legislation and newsletters highlighting the latest HR trends.

ExtensisHR: PEO, elevated

Choosing a PEO is more than selecting a service provider, it’s choosing a partner to help you manage your workforce and accomplish your goals. By asking the right questions about customer service, you can avoid future frustration and ensure you select a proactive, flexible, and professional PEO.

At ExtensisHR, our deep-seated commitment to customer service is reflected in our daily interactions with employers like you. When you choose us as your PEO, you receive a personalized, all-encompassing account team, including:

Dedicated Resources Implementation Manager: Your designated project manager and service agent during the onboarding process.
HR Manager: Your main point of contact for all HR needs.
Key Account Manager: A strategic level of support for businesses with 100+ employees, focused on understanding your company operations, culture, and goals.
Payroll Specialist: Ensures accurate and timely payroll processing.      
Recruiting Specialist: Included in your PEO solution to help you attract and hire top talent.
Employee-Specific Support Employee Solution Center: Available to answer your staff’s HR, benefit, and payroll questions.
Specialized Assistance Client Success Group: A team of customer advocates to help you get the most value from your ExtensisHR partnership.
Risk Specialty Team: Assists with risk management, claims processing, and compliance assurance.
HR Services Team: Provides consistent, uninterrupted guidance in the unlikely event your HR Manager is unavailable.

Beyond our exceptional customer support and dedicated team of experts, ExtensisHR also offers:

At ExtensisHR, customer service is at the center of everything we do. Ready to learn more? Explore our PEO solution or contact us today.

 

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