Blucora
blucora.com ↗In their words
“A premium experience at a reasonable price point Consumer Professional Revenue Breakdown 2.2mm Professional e-Files1 56 NPS Metric ~24,500 Tax Pro Customers (FYE 2021E) FY Revenue Estimate Mid-Point: $225mm1 FY Segment Operating Income Mid-Point:…”
“Customer retention rate...were up year - over - year...66% 2020”
“NPS scores and retention rates have increased as we have invested in product and customer care enhancements, inclusive of free access to tax experts.”
Disclosed NPS over time
Every Net Promoter Score Blucora has published, by date.
NPS disclosures (11)
NPS scores and retention rates have increased as we have invested in product and customer care enhancements, inclusive of free access to tax experts.
…of TaxAct partnerships 10x Long-Term 3 Increased employee engagement 25pp Success 25pp Boosted Financial Professional satisfaction Improved TaxAct net promoter score 18pts 2 2.9% Cut unallocated corporate G&A 1 Gross figure for Financial Professionals.
This represents a 5% year-over-year increase. · Our satisfaction scores continued to improve with net promoter scores (NPS) for TaxAct consumer up an additional 1.5 points on top of the prior season’s historical high because of our continued investments…
…improvements and more options to serve clients delivering significant gains in financial professional satisfaction Refreshed TaxAct end-to-end customer experience yielded improved start rate, conversion rate, paid customer retention and NPS scores1…
…a premium experience at a reasonable price point Consumer Professional Revenue Breakdown 2.2mm Professional e-Files1 56 NPS Metric ~24,500 Tax Pro Customers (FYE 2021E) FY Revenue Estimate Mid-Point: $225mm1 FY Segment Operating Income Mid-Point:…
We are realizing the benefits of continued strong NPS scores, retention rates, improved marketing effectiveness and ARPU strength driven by our broad set of customer offerings for consumers.” Walters continued.
…points compared to April 2020 across our 4 key cultural priorities: clarity, unity, customers and quality · Net Promoter Score (NPS) was up 19 points in 2020 compared to 2019 · Retention rate was up 5 points and conversion rate was up 6 points…
USER DATA POINTS TO … (in millions) Our Net Promoter Scores have increased significantly Unique visitors were up 25% in 2020, while new users were up 4% 36 Total Retention…
As a result, new users grew 12% in 2020, and our retention rate, conversion rate and net promoter scores all improved substantially. Key actions that we expect to benefit the 2021 tax season include launching a new hybrid-assisted tax preparation…
…• Improved several key business metrics for tax season, including unique visitors, retention and conversion rates and net promoter score. • Tax preparation revenue expected to decline approximately 3% for the full-year 2020 compared to the full-year 2019.
…reviewed extremely favorably 70% of the time Commitment to product quality and support drives retention and loyalty Net Promoter Score of 86 out of 100 Product Reviews and Overall NPS Reviews from last 24 months % NPS = 86% 1-6 7-8 9- …
Retention disclosures (2)
Retention rate (TaxAct): 66% (2020) — “Customer retention rate...were up year - over - year...66% 2020”
Blucora reports retention rate, conversion rate, and Net Promoter Scores all improved substantially in 2020.
Lighthouse companies in Technology
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.