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Compass Experience Labs

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Update re: Great work-life balance, poor pay - Customer Service Agent Compass Experience Labs Employee Review

2.0
8 Feb 2022
Recommend
CEO approval
Business outlook

Pros

I'm unable to edit my previous review titled "Great work-life balance, poor pay" so I am posting this update to respond to the company's response to my review. All of what they said is true, however they left out some details I think are important.

Cons

The no-fault attendance policy requires you to use PTO any time you call off work and you accrue "a point" for each shift you miss unless you provide a doctor's note (thus forcing you to specify why you need time away) If you've accrued any number of points you are no longer eligible for the new "merit increase plan" unless they make an exception. So if you need time away you most likely will not get a raise during that 6-month period. The "performance-based bonus comp plan" pits employees against each other. And worst of all the starting pay is $2/hr less than my local fast food chain. I work here full-time and have to hold down a second job to make ends meet.

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Compass Experience Labs Response
4y
Hello again! Yes, if you have PTO, it should be used if you miss work. This is an employee benefit meant to cover unplanned or planned time away from work so that you can still receive full pay! To clarify, accruing attendance points is not a bad thing and does not have an immediate consequence. We understand life happens! The points system is built to count points in a rolling 60 day window. Points can add up, but then they fall off. There is a threshold where points will result in progressive discipline and may also prevent eligibility for performance bonus. But in general, accruing a point or two in a 60-day window is a non-event. Our performance-based bonus is meant to reward quality and consistency over the quarter, and is extra compensation above and beyond the regular pay for doing a great job. I'm sorry to hear your perspective is that it "pits employees against each other" as it is really designed to reward the best performers!

Explore other reviews about Compass Experience Labs

5.0
27 May 2026
Anonymous employee
Recommend
CEO approval
Business outlook

Pros

Work from home Good company culture Respectful of time off Decent benefits Good work life balance

Cons

None that i can think of

5.0
3 Mar 2025
Recommend
CEO approval
Business outlook

Pros

Compass Experience Labs is a company that truly invests in its people. The culture here fosters continuous growth and development, with leadership actively supporting employees in expanding their skills and advancing their careers. There’s a strong emphasis on mentorship, training, and opportunities to take on new challenges. Recognition is another standout aspect—hard work and achievements don’t go unnoticed. Whether through formal awards, performance incentives, or just day-to-day appreciation from leadership, it’s clear that employees are valued and rewarded for their contributions. Collaboration and innovation are at the heart of everything. Teams work together seamlessly, exchanging ideas and pushing boundaries to improve both employee and customer experiences. Leadership is open to fresh perspectives, and there’s a real sense of teamwork in tackling challenges and driving meaningful change.

Cons

I don't really have any "Cons" to share however, I will say that with a strong focus on performance, there’s a high bar for results. While rewarding for ambitious employees, it can sometimes feel demanding for those who struggle to raise the bar.

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