H&R Block
hrblock.com ↗In their words
“New client retention jumped from 50% to 54%”
“Blended retention last year jumped from 72% to 75%”
“Our overall retention rate of 73%, our new client retention is significantly lower”
NPS disclosures (8)
…the category when excluding stimulus returns, our product continues to evolve and win accolades from third-party and our clients love the experience as well as Net Promoter scores improved again following a significant increase in the previous season.
Collectively, these efforts have led to strong results in our Net Promoter Scores, increasing over 3 points. This is significant considering the 9-point increase we saw last year.
And frankly, it has resulted in an improvement in NPS scores and client satisfaction scores that Jeff mentioned should result in retention improvement over the long term.
So, we do a number of things across all of our products, especially digital products, in-home observations, surveys, net promoter scores, tracking verbatim.
As a result, we've received tremendous feedback from our clients as evidenced by our NPS improvement of 9 points. Our products also received numerous accolades, including the Editor's Choice Award from PC Magazine for online tax preparation.
We have NPS and our revenue per user that are both up, tax season to date, and from my perspective, there's a lot of season left, and the second half really holds the majority of these types of clients.
And clients who received their refund benefits of our ACA expertise gave our tax professionals higher Net Promoter Scores. We believe this strategic investment in our people will continue to pay dividends because it has ensured our tax professionals…
Retention disclosures (7)
H&R Block beats Q2 revenue estimates with conversion up 200 basis points as AI drives retention gains.
H&R Block reported revenue up 4.9% to $3.95B as AI tools boosted customer retention by 190 basis points.
Retention rate (new clients): 54% (FY2021) — “new client retention jumped from 50% to 54%”
Retention rate: 75% (FY2021) — “blended retention last year jumped from 72% to 75%”
H&R Block mentions customer retention as an area where innovation and technology could support business improvement.
Retention rate: 73% (FY2018) — “our overall retention rate of 73%, our new client retention is significantly lower”
Retention rate (Assisted): 73% (FY2018) — “Retention continue to improve, increasing 65 basis points to 73%”
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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.