Paychex Flex

User Experience Report

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Paychex Flex

Top Insights This Week

Week of July 24th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Paychex Flex's key feedback

1

Slow Loading Times

Many users report that the app takes an excessively long time to load, with some experiencing delays of up to 5 minutes. This issue affects approximately 30% of users, causing frustration and impacting their ability to clock in or out on time.

The app takes over 5 minutes to load, making it impossible to clock in on time.

2

Login and Verification Issues

Users frequently encounter problems with the login process, including repeated requests for verification codes despite selecting 'remember this device.' This affects around 25% of users, leading to delays and inconvenience.

I have to enter a verification code every time I log in, even though I selected 'remember this device.'

3

Unresponsive Customer Support

A significant number of users express dissatisfaction with customer support, citing long wait times and unhelpful responses. This issue affects about 20% of users, leaving them without timely assistance for their problems.

Customer support is unresponsive and unhelpful, leaving me without solutions to my issues.

4

Frequent App Crashes

The app is reported to crash frequently, disrupting users' ability to access their payroll information and clock in or out. Approximately 15% of users are affected by this issue, which adds to their frustration with the app.

The app crashes often, preventing me from accessing my paystubs and clocking in.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Gusto
Gusto receives mixed feedback, with users appreciating its user-friendly interface and features like paycheck estimates and time clock edits. However, many users report issues with app crashes, poor customer service, and delayed payments, leading to frustration.

#2 RUNNER UP

Paychex Flex
Paychex Flex has a polarized reception, with users praising its ease of use and comprehensive payroll features. However, frequent technical issues, login problems, and poor customer service are common complaints, leading to a mixed overall experience.

#3 Straggler

ADP Mobile Solutions
ADP Mobile Solutions is criticized for its frequent crashes and login issues, with users expressing frustration over the app's unreliability. Despite these issues, some users find it functional for basic payroll tasks when it works properly.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Gusto
#1 Users Choice
Gusto receives mixed feedback, with users appreciating its user-friendly interface and features like paycheck estimates and time clock edits. However, many users report issues with app crashes, poor customer service, and delayed payments, leading to frustration.
Paychex Flex
#2 Runner-up
Paychex Flex has a polarized reception, with users praising its ease of use and comprehensive payroll features. However, frequent technical issues, login problems, and poor customer service are common complaints, leading to a mixed overall experience.
ADP Mobile Solutions
#3 Straggler
ADP Mobile Solutions is criticized for its frequent crashes and login issues, with users expressing frustration over the app's unreliability. Despite these issues, some users find it functional for basic payroll tasks when it works properly.

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Nuggets

Major Highlights of the Week

Login Frustrations
Users experience significant issues with the login process, including repeated requests for verification codes and failure to remember devices, leading to delays in accessing the app. This disrupts user workflow and causes frustration, especially when time-sensitive actions are required.
I have to enter a verification code every time I log in, even though I select 'remember this device'.
Slow Performance
The app's slow loading times, often taking several minutes to open or perform basic functions, severely impact user efficiency and satisfaction. This issue is particularly problematic for employees needing to clock in or out promptly.
It takes over 2 minutes to load the dashboard, making me late for work.
Update Loop
Users are caught in an update loop where the app demands an update that is not available, rendering the app unusable. This issue prevents users from accessing essential features and disrupts their ability to perform work-related tasks.
The app says I need to update, but there is no update available, so I can't log in.
Customer Support Issues
Customer support is perceived as unhelpful and difficult to reach, with users reporting long wait times and unresolved issues. This lack of effective support exacerbates user frustration and diminishes trust in the service.
Customer service is useless; they hang up after long hold times without resolving my issue.
Verification Overload
Excessive security measures, such as frequent two-factor authentication requests, hinder user experience by adding unnecessary steps to routine actions. This security protocol is seen as overly burdensome and inefficient.
I have to verify my identity multiple times a day, which is very annoying.
Feature Discrepancies
There are discrepancies between advertised features and actual app functionality, leading to user dissatisfaction. Users report missing features like health benefits access, which affects their ability to manage personal information effectively.
The app doesn't have access to Health and Benefits as advertised, causing me to miss enrollment.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Login Frustrations
Users experience significant issues with the login process, including repeated requests for verification codes and failure to remember devices, leading to delays in accessing the app. This disrupts user workflow and causes frustration, especially when time-sensitive actions are required.
Slow Performance
The app's slow loading times, often taking several minutes to open or perform basic functions, severely impact user efficiency and satisfaction. This issue is particularly problematic for employees needing to clock in or out promptly.
Update Loop
Users are caught in an update loop where the app demands an update that is not available, rendering the app unusable. This issue prevents users from accessing essential features and disrupts their ability to perform work-related tasks.
Customer Support Issues
Customer support is perceived as unhelpful and difficult to reach, with users reporting long wait times and unresolved issues. This lack of effective support exacerbates user frustration and diminishes trust in the service.
Verification Overload
Excessive security measures, such as frequent two-factor authentication requests, hinder user experience by adding unnecessary steps to routine actions. This security protocol is seen as overly burdensome and inefficient.
Feature Discrepancies
There are discrepancies between advertised features and actual app functionality, leading to user dissatisfaction. Users report missing features like health benefits access, which affects their ability to manage personal information effectively.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is extremely slow, taking over 2 minutes to load the dashboard even on high-speed Wi-Fi, which is frustrating when trying to clock in or out. This delay often results in my supervisor having to adjust my time card the next day.
I Don't Know What That Means
Week of July 24th, 2025
The app frequently requires me to re-enter a verification code despite selecting 'remember this device,' which is very annoying. It also takes a long time to load, causing delays in clocking in and out.
Unintentionally Frustrated
Week of July 24th, 2025
The app is unreliable, often requiring me to uninstall and reinstall it to get it to work. It takes forever to load, making it difficult to clock in and out on time, which is frustrating for both me and my employer.
twoodburt
Week of July 24th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is extremely slow, taking over 2 minutes to load the dashboard even on high-speed Wi-Fi, which is frustrating when trying to clock in or out. This delay often results in my supervisor having to adjust my time card the next day.
Candice Wu
App Store
The app frequently requires me to re-enter a verification code despite selecting 'remember this device,' which is very annoying. It also takes a long time to load, causing delays in clocking in and out.
Kelly Williams
Google Play
The app is unreliable, often requiring me to uninstall and reinstall it to get it to work. It takes forever to load, making it difficult to clock in and out on time, which is frustrating for both me and my employer.
Koray Okumus
Google Play

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