WEX enters open enrollment season at record customer satisfaction, backed by a year of service investment

Overall CSAT hits an all-time high in the WEX Benefits segment, with enterprise clients scoring the highest, and small market clients seeing the sharpest year-over-year gain across any segment

As employers and brokers head into open enrollment, WEX’s Benefits segment is arriving with its strongest service record to date. The segment’s overall customer satisfaction score reached an all-time high in August 2026 — up 12.1% year-over-year — capping a year of deliberate investment in the people, processes, and technology behind benefits administration.

The gains were broadest in WEX Benefits’ small market segment, where CSAT marked a 22.5% year-over-year improvement — the largest jump of any segment. Enterprise clients posted the highest overall score.

“Open enrollment is the moment our clients feel service most directly, and it’s the moment we’ve been preparing for all year,” said Kristina Cutter, VP of Account Service Operations at WEX. “These aren’t isolated fixes. They’re the outcome of a sustained commitment to making it easier to do business with WEX — and the results are showing up in how our clients and their employees actually experience us.”

A year of readiness, built in three parts

WEX’s improvements this year were organized around three pillars — people, process, and technology — each aimed at making routine administrative work faster and more predictable heading into the year’s most demanding season:

• Self-service, expanded. Employers can now resolve common tasks — resetting participant passwords, ordering debit cards, updating contribution amounts, and pulling on-demand reports — directly in the portal, without waiting on support.
• A redesigned renewal experience. This year’s COBRA renewal guide removed unused fields, added automatic validation to catch missing or incorrect plan data before submission, and introduced a fast-track path for rate-only renewals. These changes are designed to reduce the back-and-forth that has historically slowed renewal season down.
• Dedicated small market support. WEX introduced a POD-based service model for small market clients, aligning dedicated teams to each consulting office so clients have a single point of ownership from first contact through resolution — a structural change reflected in that segment’s 22.5% CSAT gain.

What this means going into open enrollment

For clients preparing for their busiest season, the message is straightforward: the investments are already showing results, and the team behind them is the same team that will be supporting open enrollment this year. WEX’s approach also intentionally keeps a strong human element at the center — self-service and automation are designed to clear routine work off the queue so that WEX’s service experts can focus attention where clients need real guidance, not to replace that guidance.