Based on 37 verified reviews published in the last 18 months
TrustRadius Community Insights are summaries of user sentiment data from TrustRadius reviews and, when relevant, HG Insights data.
Overview
Synthesised from 37 reviews | Last Published June 10, 2026
Gusto serves as a comprehensive platform for payroll and HR management, primarily addressing challenges related to manual processing, compliance, and administrative efficiency for organizations. In TrustRadius reviews, users value its ability to automate calculations, manage multi-state tax filings, and simplify W-2 and 1099 distribution. Its exceptional payroll processing capabilities, often described as simple and automated, are a dominant strength, cited by 57% of reviewers.
Reviewers also commend its responsive customer support and streamlined new employee onboarding. However, the mobile application experience is a notable point of friction, with 14% of reviewers citing a lack of functionality and ease of use. Additionally, integration capabilities, particularly with accounting software and retirement systems, and reporting tools are areas identified for improvement. Overall, Gusto is seen as a valuable tool for optimizing operational costs and maximizing strategic output through significant time and cost savings.
Pros
Automated and simplified payroll processing, including calculations and tax filings.
Streamlined management of multi-state tax filings and W-2/1099 distribution.
Responsive and helpful customer support for user queries.
Intuitive interface and straightforward navigation for ease of use.
Efficient and streamlined onboarding process for new employees.
Cons
Mobile application lacks key functionalities like document uploads and is harder to use on certain platforms.
Limited or insufficient integrations with specific accounting software (e.g., QuickBooks) and retirement systems.
Reporting tools can be confusing to set up and use, requiring improved clarity.
Healthcare options are not diverse enough in plans and providers.
Payroll features need refinement, such as improved hour tracking for split pay and automated payroll runs.
For pay, timesheets, time off tracking, and other administrative needs. We also use it share personal details (birthdays, favorites, etc) with the rest of our team. It shows us how much time off we still have available, and is an easy system for logging our work hours in so our supervisors can see them.
Pros
Organization
Timesheet tracking
Laying out paystubs
Cons
Goals
PTO
There aren't really many issues
Likelihood to Recommend
I think it makes management easier, but I'm not responsible for managing so I can't say for sure.
We use it as our payroll platform. It consolidates all our finances onto one platform. It has useful tools that allow us to understand how we are getting paid, access financial resources should we need them, and manage our money.
Pros
Accessibility.
Communication
Up to Date.
Cons
Better push notifications.
Likelihood to Recommend
I believe this platform is great for a smaller business. We can thrive with it because it meets our needs. I could foresee a larger business having its bare needs met but not being supported with niche requests. We are also a structured W-2 company, but if that model is not applicable, it might not be as conducive to a productive work environment.
I am a contractor working for a staffing agency who was hired by a marketing team to create a website. I use Gusto to manage my paycheck and keep track of my hours. It's so easy to keep track of everything. I love that my benefits, time off, paycheck history, and punch-clock is all accessible from the main page.
Pros
The punch clock is no-nonsense, very simple, and has all of the relevant information displayed in an easy-to-read layout that doesn't overwhelm the viewer.
Overall, the user interface for every page is extremely intuitive. I have had no issues finding or making changes to any information I'd need to access.
Cons
I haven't run into anything. Maybe it would be nice to have integrations with common communications apps so I could speak with my employers without having to have a separate tab open?
This may be a browser issue, but it seems like the session length is pretty short. It logs me out after a very short period of inactivity. Not really a bug, but a bit irritating.
Likelihood to Recommend
As an hourly worker, I'm thrilled with the product. I feel like I'm getting spoiled for all other punch-clock apps. I've used workday and some other tools for benefits and pay hubs, but having everything including a punch-clock in one place is extremely efficient. I haven't had to think at all about where to find anything I need. The design is intuitive and fun - professional without being stuffy. I look forward to seeing the little walking piggy bank loading animation every time I log in.
Gusto's platform is fairly easy to use, but if you have an issue, getting help resolving the issue will be frustrating, and time-consuming, and the issue probably will not get resolved.
Pros
Platform is fairly simple to use
Cons
Poor customer service. Today's issue was Gusto not depositing our payroll due to a Gusto system error, which they admitted. They will not do anything to resolve the issue. When we submitted payroll on time 2 days ago, their online system said that payroll had been submitted successfully. It showed a detailed list of how much each employee would get paid, the direct deposit amounts, etc. Today, on payday, our employees did not get paid. I logged into Gusto and it said that payroll had not been submitted. I reached out to Gusto customer service, and their response was: "Thanks for letting me know! We are currently having a system error. I checked with our engineering team and they said that they are actively working on a resolution to fix this. Our engineering team advised me to tell you that clear your cache & cookies as well, they are already on this and will be fixed sooner." So then I asked them to help me expedite payroll to get our employees paid sooner than 2 days, which is their standard. They said that expedited payroll can be processed in 2 days and there is nothing they can do. I have gone around and around with them for almost 2 hours, and they keep saying there is nothing they can do. They caused the problem, they admitted that they caused the problem, and they are refusing to fix it. Not paying your employees on time is a REALLY big problem, and Gusto is responding like this is the level of urgency of getting a FedEx package a day late for a shirt I purchased online. I am completely baffled. This is the 2nd time that Gusto customer service has been completely unhelpful in resolving the issue - this time, some of our employees may not be able to pay their bills on time.
Gusto bombards employers and employees with sales pitches for other non-payroll-related products.
Likelihood to Recommend
If you want a system that is fairly easy to use, Gusto is good. The platform is not completely intuitive, but it's fairly easy to use. If you want to customize policies, etc, it takes a little bit of work and you may not be able to get the system to do what you want it to do. If paying your employees on time is important, I would not recommend Gusto as it does not seem to be one of their values. If you do not have a lot of spare time to resolve issues when they arise, do not use Gusto. I literally spend 1-2 hours talking/chatting with them each time we have an issue. It is frustrating. It does not seem that they train their customer service reps very well, and they are not empowered to resolve issues except inside an extremely narrow set of parameters. If there is anything unusual with what you need ("unusual" meaning pretty standard requests but not everyday occurrences), they cannot help you.
We have been using Gusto for payroll services and corresponding taxes for several years now, and I can't imagine using anything else. The user interface is so easy and intuitive, plus if there's something you can't find, the chatbot is there to help out (and usually has the answers I'm looking for!). They are constantly on top of things and have our tax filings squared away, even across multiple states. The ease of use, plus the load it takes off my plate, is well worth the expense!
Pros
Payroll tax filings
Payroll calculations
New hire reports
Cons
Help section/FAQ doesn't often have the info I'm looking for (chatbot usually helps, but not always)
Waiting for a callback to talk to a real person can be a hassle
Changing/removing work addresses (for WFH employees)
Likelihood to Recommend
Fantastically suited for small business use. Super easy for our small team and the few benefits we offer, plus simple expense management and deductions, when necessary. I am not sure how efficient it would be for larger groups or those with more benefit management. Insurance options are very limited, but again, that may be due the very small size of our group.
