an experience so good, · an experience so good, you’ll love tax prep!! ... • what are you...

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An experience so good, you’ll love tax prep!!

Pamela Kennedy, Client Insights, H&R Block


OBSTACLES


Challenge: Seasonal Business (90% revenue in Q1)


Seasonal Workforce (5 months)


Difficult / Technical Service


Franchise & Company Owned Model


We do taxes!


What is H&R Block’s NPS?

68 53 77


What is H&R Block’s NPS?

77


How does H&R Block create a positive client experience?


Net Promoter Score

Survey All Clients

Simple 5 Question Survey

Report out to 80,000 Tax Pros

H&R BLOCK VOICE OF THE CLIENT SYSTEM

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Alignment Relationships Accountability

Relationship building is the foundation

Organization is aligned to NPS

Frontline is accountable and empowered

NPS SUPPORTING PILLARS


Alignment •  Starts at the top

•  Make it visible

•  Scores vs. service Organization is aligned to NPS



STARTS AT THE TOP


DIY Program Include a comment about our program in DIY ( Also Medallia)

ONLINE & SOFTWARE


As NPS Increases, Retention Increases

1 2 3 4 5 Retention


Scores VS. Service


Scores VS. Service •  What is your NPS score?

•  What are you doing to raise your score?

•  Who has the highest score?

•  Who has the lowest score?


Promoters ≠ Satisfied Clients


•  What are you doing to improve service?

•  Who provides the best service in your offices? What do they do?

•  What have your learned from the Detractor calls?

•  How do you coach your Associates?

Service


Relationships •  It’s all about the Tax Pro

•  It’s built into the process

•  Go big!




People come back to H&R Block because of their Tax Professional


It’s built into the process— Before, During, and After the interview


Anna Hernandez Tax Professional


Accountability •  Set goals •  Provide tools •  Make reporting accessible •  Recognize!! Frontline is accountable

and empowered



80% Net Promoter

Score

SET GOALS


Provide Tools: Tax Pro Wallet


Make Reporting Accessible


Recognize Slide needs help

Customer Service Award

Recognize Performance


Alignment Accountability




Relationships


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Thank you!

an experience so good, · an experience so good, you’ll love tax prep!! ... • what are you...

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