Customer Satisfaction and Success

Our spirit of continuous innovation is inspired by a deep understanding of what our customers and their people need most to be happy and thrive.

At UKG
We build meaningful relationships that evolve with our customers’ needs and priorities, which is why we are committed to continuously investing in our customer experience.

Business Model

Partners for Life is the UKG customer experience (CX) model. We believe technology is only as great as the people behind it, which is why we build lifelong, trusted partnerships with our customers that deliver exceptional value and confidence.

There are three pillars to our Partners for Life promise

1. Deliver a premium experience to all customers, from day one, to ensure they have everything needed to be successful.

2. Continuously collaborate with our customers to add more value to their experiences and ensure they are getting the most out of their investments.

3. Focus solely on helping our customers evolve their people strategies by ensuring they are always supported by the most tenured and engaged services team in the market.

Our Promise to Our Customers Is to Partner for Life

To achieve this, we focus on several important areas. These include:

• Launch: including a stress-free implementation process powered by our innovative methodology that sets the foundation for a strong start and solid, long-term relationship as well as hands-on, tailored support and instruction and up to 12 months of proactive enablement.

• Learning and Training: providing access to all the training, learning, and tools that customers need to be successful, including access to unlimited virtual, instructor-led, and on-demand training for life.

• Support: including fast response times, 24/7 support, and answers from our team of proactive experts who understand our customers’ unique organizational needs.

• Success: helping our customers meet and exceed their long-term, strategic goals by understanding industry shifts and trends, conducting quarterly business reviews, and meeting regularly with customer executives.

• Community and Collaboration: connecting our customers with peers and experts in our growing online UKG Community, as well as at our annual UKG Aspire user conference and frequent regional events, as well as soliciting product enhancement ideas from our customers through our “Ideas” portal.

• Managed Services: helping to make the complex simple by offering comprehensive payroll and benefits services to streamline burdensome processes such as tax filing and post-payroll processes, as well as simplifying payroll, garnishments, and benefits administration.

• Consulting and Advisory: taking our customers’ people strategies to the next level through our strategic consulting and advisory services, which help organizations implement proven strategies and best practices, navigate major business events such as mergers and acquisitions, and support change management, engagement, and other important company initiatives.

Innovation

Innovation continues to help UKG better serve our customers and achieve our business goals. Innovation springboards our award-winning HCM, payroll, HR service delivery, and workforce management solutions; fuels our people-focused culture; and empowers us to deliver on our brand promise — “our purpose is people" — every day. We are focused on innovation at every step of the product lifecycle and continue to invest in research and development and enhancing the customer experience.

Highlights of our customer experience, fueled by continuous innovation, include:

• More than $2 billion invested in CX over the past three years, including $530 million in R&D in 2021 alone to design innovative products and bolster customer success.

• 100+ training sessions delivered to customers each month.

• Average seven-year tenure for our CX team, with less than a 5% turnover rate, compared with average industry customer-support turnover rate of 20%.

• 150,000+ active UKG Community members.