Intuit’s Professional Tax Group Wins Award for 2013 Customer Experience Excellence
Intuit’s professional tax group has been awarded with the 2013 Customer Excellence (CxE) Award by Temkin Group. This award has been given to Intuit because they designed programs to help professionals of tax preparers to save time in conducting tax assignments for their clients. This success is due to their exceptional workforce who considers their customers as a blood of their business.
The CxE award is awarded to the best among the best organizations that are always looking for innovative ways to provide excellent customer experience.
Below are some examples of how the Intuit’s tax group works to satisfy their customers and improve retention of their customer base.
The Council of Accountant: The accountant council consists of about 15 accountants and tax practitioners who visit Intuit’s office to assess the strategy of the Intuit’s Tax Group. After their analysis and assessment they provide feedback about their current strategy and areas for improvement. This gives a third eye view to Intuit’s tax group regarding their current performance and new ideas for improving customer experience.
Converting Detractors to Promoters: The tax group managers contact every single person who shares their feedback that they will not promoter Intuit products. Such people are classified as “detractors”. They are contacted within 48 hours of their feedback to understand their problems and assuring them for a permanent solution for the same which turns them from “detractors to promoters”.
Innovation Catalysts: The Intuit’s tax group has between 10 - 15 top level Innovation Catalysts who are responsible for design part of the group. Their main responsibilities include contacting customers for any new ideas, onsite interviews and observations and analyzing data from customers to uncover areas of innovation and improvement.
Tim Rollins, the leader at Intuit for Pro Tax Group says, our team is highly committed for improvement. We are in direct and regular contact with our customers to look for ways and areas where we can improve our services and offerings in terms of design, new features, and new products.