Case Study: Thankyou Payroll achieves legendary customer experience and actionable feedback with AskNicely

How Catarina Gutierrez and Thankyou Payroll Turn Customer Feedback into Business Impact

Thankyou Payroll, a New Zealand social enterprise that provides affordable payroll services to small businesses and charities, needed to move beyond a reactive helpdesk and better capture customer sentiment and success stories. To build a consistent baseline for support and surface positive feedback alongside issues, they implemented AskNicely’s customer feedback platform.

AskNicely helped Thankyou Payroll establish that baseline and start proactively collecting and surfacing customer testimonials and appreciation, which they now use to guide interface and service improvements and to inform potential new customer‑happiness roles. The result is a shift from reactive support to a feedback-driven approach that yields richer customer stories, better prioritization of improvements, and stronger customer advocacy with AskNicely.

Thankyou Payroll

Catarina Gutierrez

Digital Marketing Manager