Each year, I remind our team of a simple truth. How our clients feel about working with us matters. A lot.
That belief is why I’m incredibly proud to share that Xenium HR has been recognized with ClearlyRated’s 2026 Best of HR Services Award for Service Excellence and the ClearlyRated 2026 Best of HR Services 5-Year Gold Award for Service Excellence.
These awards aren’t decided by judges, panels, or self-nominations. They’re based entirely on client feedback, measured through a third-party Net Promoter Score survey administered by ClearlyRated. And that’s exactly why they mean so much to us.
What the feedback told us
This year, 40.3 percent of our clients took the time to respond to the survey. That level of participation matters because it gives us a clear, honest picture of how we’re doing across the organization.
Our Net Promoter Score came in at 74.5, up significantly from prior years and well above the industry average. More importantly, 77 percent of respondents rated their experience with Xenium a 9 or 10 out of 10.
Numbers like that don’t happen by accident. They happen because clients trust us with work that is personal, complex, and often emotionally charged.
One client captured that balance perfectly:
“The humanity. While Xenium staff seem anchored in good legal liability and compliance awareness, they are also experienced enough to temper recommendations with a good sense of how difficult things can be for people.”
That comment means everything to me. HR does not live in black and white. Our job is to help clients navigate the beautifully gray moments with clarity, confidence, and compassion.
Why we ask for feedback every year
We’ve been running an annual client satisfaction survey for more than a decade. We do it every October, and we prepare months in advance to make sure we’re asking the right questions and hearing from the right people.
We look closely at factors such as responsiveness, value, accuracy, proactivity, and trust. But the real value is in the written comments. Those are where the truth lives.
This year, our team didn’t just read every comment. We built dashboards for constructive feedback, even when it came from clients who gave us high ratings. We assigned owners. We followed up. We looked for patterns. We treated every comment as something worth understanding.
Because feedback isn’t something to defend against. It’s something to learn from.
What we do with the feedback
Client feedback directly shapes how we operate.
It’s the reason we added more intentional check-ins after major moments like implementation, team transitions, and open enrollment. It’s why we’ve expanded touchpoints beyond a once-a-year survey. And it’s why we’re building more ways for clients to share input in real time, not months after the fact.
Another client put it this way:
“With Xenium, I have a team. I get support, guidance, expertise, encouragement, and community.”
That sense of partnership is the standard we hold ourselves to. We want every client to feel supported, not just served.
Consistency matters too, especially when the stakes are high:
“I appreciate the consistency of professional, timely support from every team member I encounter.”
That consistency takes every single person at Xenium. Client Success. Service teams. Payroll. Benefits. HR. Back office. All of us working together.
This belongs to the whole team
These awards don’t belong to one department or one role. They belong to everyone who shows up every day focused on making clients’ lives easier and their workplaces stronger.
They also belong to clients who’ve trusted us for decades.
“My business has been with Xenium for more than 25 years, and we aren’t going anywhere.”
That kind of trust is earned slowly, through steady work, honest conversations, and accountability when things aren’t perfect.
One last thing
While this recognition is meaningful, the award itself isn’t the finish line. The real work is ongoing.
If you’re a Xenium client, please know this. You don’t need to wait for an annual survey to tell us how we’re doing. Reach out anytime. Share what’s working. Tell us where we can do better. Join our CLient Advisory Board. Your feedback helps us keep the client at the center of every decision we make.
And that’s how service excellence actually happens.