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2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Total
Commitment Measures
Commitment
Base: Wave 1 - Total Respondents
COMMITTED (NET) FIRMLY COMMITTED LOOSELY COMMITTED VULNERABLE UNCOMMITED Overall Satisfaction (Not Included in Commitment Score)
Supportive to Clients and Tax Pros Clients' Financial Well-Being Building Your Client Base Job Structure
2008
A
B
C
7,339
7,174
11,927
2009
77.8%
79.0%
78.7%
47.5%
49.6% A
48.7%
30.3%
29.4%
29.9%
14.9% 7.3%
14.3% 6.8%
14.1% 7.2%
9.4% BC
Met Your Expectations
7.5%
Concept Of An "Ideal" Job
7.6%
Likelihood Of Recommending H&R Block As A Place To Work
18.8%
Likelihood Of Recommending H&R Block For Tax Preparation
40.0%
Likelihood Of Working At H&R Block One Year From Now
H&R Block Office
2007
40.3%
C
8.3% C
6.7%
7.2% C
5.9%
8.3% C 18.7%
41.6% AB
39.6% C
40.0%
7.3% 17.8%
C
38.7%
8.3% BC
5.5%
6.8% B
Giving Client Confidence That Taxes Have Been Prepared Accurately
32.8%
BC
29.4%
30.8% B
Supporting You For Being An Advocate For Clients
21.1% BC
15.2%
16.4% B
Appreciating The Work That You Do
18.4%
BC
13.5%
13.7%
Providing Timely Praise And Recognition
15.4% BC
11.3%
11.8%
Communicating That H&R Block Wants You For Next Tax Season
N/A
16.7%
16.9%
Ease Of Applying For Work At H&R Block
N/A
33.4%
34.8% B
23.4%
25.6% B
The Fairness Of Prices Given The Services Provided To Clients
BC
Having A Mission, Vision, And Values That Benefit Clients
28.1%
Keeping You Up-To-Date With Events/News From HRB FSO
N/A
25.2%
29.9% B
Providing You Timely Information To Help You Do Your Job
N/A
16.7%
20.9% B
Making Clients Feel Confident About Their Financial Well-Being Clearly Communicating The Expectation To Discuss Broader Financial Needs With Your Clients Enabling You To Improve Your Clients' Financial Well-Being Preparing You To Provide Financial Advice To Your Clients
22.4% BC
15.4%
14.9%
N/A 19.8% BC 15.5% BC
16.7% C 13.7% 13.0%
15.7% 13.3% 13.0%
Fostering Teamwork With Associates At The H&R Block Bank
N/A
10.5%
11.7% B
Providing You With The Tools You Need To Build Your Client Base Explaining How You Are Compensated For Building Your Client Base
N/A N/A
15.8% 16.6%
16.5% 16.4%
Compensating You For Building Your Client Base
N/A
11.2%
11.6%
Providing A Schedule That Allows You To Serve Your Client Base
N/A
22.4% C
20.6%
Training You On Activities That Will Help You Build Your Client Base
N/A
16.0%
17.1% B
The Teamwork With H&R Block Associates In Your Office
43.7% BC
41.1% C
39.7%
The Amount Of Work You're Asked To Do In Relation To Your Expectations
N/A
22.8% C
21.4%
The Opportunity To Continually Learn
44.2% BC
47.1%
A
46.3% A
C
35.6% 42.4%
Offering A Schedule That Meets Your Needs The Ability To Get Help From Others In Your Office When You Need It
42.0% 44.9% BC
39.0% 42.9%
Having Adequate Office Supplies
18.5%
18.1%
19.2% B
The Office Being Ready For Business When Tax Season Starts
22.2%
23.0%
24.4% AB
22.3% 26.1% A
21.3% 25.4% A
Providing Privacy To Serve Your Clients' Needs The Professional Atmosphere Of The Working Environment
22.5% 24.1%
C
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Total
District Manager
Office Leader
Computer Systems
Advanc. Opps.
Compensation
Base: Wave 1 - Total Respondents
2007
2008
A
B
2009 C
7,339
7,174
11,927
You Had Tools To Estimate Total Compensation Based On The Plan
N/A
21.4% C
18.6%
Compensation Plan Increased Your Desire To Obtain Higher Certification
N/A
22.3%
21.3%
Compensation Plan Motivated You To Educate Clients About HRB Products You Understand Actions You Can Take To Influence Your Comp, Based on Plan
N/A
9.3%
9.9%
N/A
18.4%
18.4%
The Availability Of Advancement Opportunities
10.7%
11.0%
11.2%
9.9%
9.7%
10.1%
Helping You Minimize The Taxes Your Clients Owe
28.2% B
26.7%
29.5% AB
Helping You Focus On Your Relationship With Clients
24.4%
23.2%
25.5% B
26.5%
29.4% B
Communicating Available Advancement Opportunities
B
Ease Of Use
28.4%
Response Time For Resolving Computer Problems
16.7% BC
12.6%
14.4% B
BC
9.8%
14.1% B
The Ease Of Using Appointment Manager
15.2%
Providing You With Support And Direction For Building Your Client Base
N/A
32.5% C
30.3%
Familiar Enough With Your Performance To Effectively Give You Feedback
N/A
36.0%
C
33.9%
Discussing Your Development And Overall Performance With You
37.0% BC
31.0% C
29.2%
Making You Feel Appreciated
N/A
41.5% C
38.4%
Effectively Resolving Client Issues
N/A
42.9% C
39.3%
Asking You For Suggestions And Listening To Your Input
44.8% BC
36.4% C
33.5%
BC
C
34.8%
36.6%
Demonstrating The Mission, Vision And Values Of The Company
43.8%
Passing Along Tax Pro Feedback To The District Manager
N/A
34.1% C
31.1%
Scheduling You For Enough Hours To Meet Your Client Demand
N/A
40.6% C
35.9%
Fostering Cooperation And Teamwork Within The Tax Office Assisting You With Specific Tax Questions You May Have By Either Answering For You Or By Telling You What Resources You Should Use Providing Feedback And Coaching To Enhance Your Delivery Of Client Experience Effectively Communicating Information From You To District Leadership
N/A
40.8% C
37.3%
N/A
41.3% C
37.2%
N/A N/A
33.1% C N/A
30.1% 35.7%
Discussing Your Development And Overall Performance With You
20.2% BC
17.2% C
15.6%
Making You Feel Appreciated
N/A
23.9% C
21.3%
Effectively Communicating Info From Leadership To Tax Professionals
N/A
23.5%
23.3%
BC
21.4%
C
19.2%
Effectively Resolving Associate Problems
26.0%
Asking For Suggestions And Listening To Your Input
28.6% BC
22.3% C
19.4%
Demonstrating The Mission, Vision And Values Of The Company Communicating Suggestions/Feedback From Tax Professionals To Field Leadership
36.7% BC
30.6%
30.3%
24.7% BC
20.2% C
18.8%
21.8% C
19.6%
C
21.4%
Responding To Associate Feedback Fostering Cooperation And Teamwork Within The Tax Office Being Familiar Enough With Your Performance To Effectively Give You Performance Feedback
na 25.4% N/A
C
24.0% N/A
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
17.1%
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Total
2007
2008
A
B
C
7,339
7,174
11,927
Establishing Rapport, Building Relationships With Your Clients
N/A
23.5%
24.7% B
Increasing Client Retention
N/A
20.9%
21.9% B
Serving Your Clients' Needs
24.4%
24.4%
25.4%
Asking For Referrals
N/A
26.1%
27.4% B
Offering Non-Tax Products And Services
N/A
17.8%
Training
Base: Wave 1 - Total Respondents
2009
18.7% B A
36.2% A
Using TPS To Complete Tax Returns
25.5%
36.1%
Indentifying Your Clients' Needs
N/A
21.6%
22.3%
Recognizing And Responding To Your Clients Goals
N/A
21.0%
21.5%
Knowing The Stages Of A Complete Client Experience Using Research Tools That Allow You To Find Answers To Questions And Unfamiliar Topics
N/A
24.5%
25.8% B
N/A
21.4%
21.8%
Using Online Tools To Search For Answers To Your Questions Preparing You To Use TaxWorks To Complete Tax Returns The Timeliness Of Communications About Tax Law Changes During Tax Season
N/A N/A
21.1% 10.9%
22.0% 13.5% B
N/A
28.4%
30.5% B
Providing Training That Reflects The Actual Tax Office Experience Providing Training Focused On Personal Skills Necessary To Deliver Meaningful Client Experience
19.2%
19.8%
19.4%
N/A
21.3%
22.3%
The Value Of The Training In Relation To The Cost Providing Advanced Courses That You Look Forward To Taking
N/A N/A
40.2% 30.9%
39.7% 30.4%
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year Tax Professionals
2007 D 1,805
2008 E 1,659
2009 F 2,947
75.9%
78.4%
78.4%
FIRMLY COMMITTED LOOSELY COMMITTED VULNERABLE UNCOMMITED
48.0%
50.2%
49.8%
27.8%
28.3%
28.5%
14.6% 9.5%
13.9% 7.7%
13.8% 7.9%
Overall Satisfaction (Not Included in Commitment Score)
14.9%
F
16.0%
F
12.4%
Met Your Expectations
11.3%
F
11.5%
F
9.0%
Concept Of An "Ideal" Job
10.1%
10.7%
F
Likelihood Of Recommending H&R Block As A Place To Work
21.4%
22.3%
20.7%
Likelihood Of Recommending H&R Block For Tax Preparation Likelihood Of Working At H&R Block One Year From Now
35.9% 37.8%
37.3% 38.9%
38.0% 37.6%
The Fairness Of Prices Given The Services Provided To Clients
14.1%
10.0%
10.1%
Giving Client Confidence That Taxes Have Been Prepared Accurately
32.1%
32.2%
31.8%
COMMITTED (NET)
EF
EF
Supporting You For Being An Advocate For Clients
26.3%
EF
22.6%
22.3%
Appreciating The Work That You Do
26.8%
EF
22.5%
20.7%
Providing Timely Praise And Recognition
23.1%
EF
19.4%
18.2%
22.7%
20.6%
37.5%
37.4%
30.8% 33.8% 24.2%
32.1% 36.3% 26.7%
Communicating That H&R Block Wants You For Next Tax Season Ease Of Applying For Work At H&R Block
N/A N/A 33.7% N/A N/A
E
24.9%
EF
21.2%
F
18.5%
20.6% 19.1% 17.4%
F
17.8% 15.8% 14.4%
Making Clients Feel Confident About Their Financial Well-Being Clearly Communicating The Expectation To Discuss Broader Financial Needs With Your Clients Enabling You To Improve Your Clients' Financial Well-Being Preparing You To Provide Financial Advice To Your Clients Fostering Teamwork With Associates At The H&R Block Bank
N/A
17.7%
17.5%
Providing You With The Tools You Need To Build Your Client Base
N/A
19.0%
18.5%
Explaining How You Are Compensated For Building Your Client Base
N/A
17.8%
16.8%
Compensating You For Building Your Client Base
N/A
13.3%
Providing A Schedule That Allows You To Serve Your Client Base Training You On Activities That Will Help You Build Your Client Base
N/A N/A
25.8% 17.9%
F
23.0% 18.2%
42.2%
F
38.8%
H&R Block Office
Job Structure
Clients' Financial Well-Being
Having A Mission, Vision, And Values That Benefit Clients Keeping You Up-To-Date With Events/News From HRB FSO Providing You Timely Information To Help You Do Your Job
N/A 22.4% 15.9%
EF
F
F F
42.4% N/A
28.1%
F
25.8%
The Opportunity To Continually Learn
43.1%
48.4%
DF
45.3%
Offering A Schedule That Meets Your Needs The Ability To Get Help From Others In Your Office When You Need It
44.1% 45.1%
44.1% 44.8%
F
38.6% 42.0%
Having Adequate Office Supplies
26.5%
28.1%
The Office Being Ready For Business When Tax Season Starts
33.0%
35.8%
Providing Privacy To Serve Your Clients' Needs The Professional Atmosphere Of The Working Environment
28.5% 28.6%
30.1% 34.1%
F
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
E E
13.3%
The Teamwork With H&R Block Associates In Your Office The Amount Of Work You're Asked To Do In Relation To Your Expectations
F
D
9.1%
Building Your Client Base
Supportive to Clients and Tax Pros
Commitment Measures
Commitment
Base: Wave 1 - First Year Tax Professionals
F
27.0% 33.9% F DF
27.1% 31.3%
D
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year Tax Professionals
2007 D 1,805
2008 E 1,659
You Had Tools To Estimate Total Compensation Based On The Plan
N/A
21.4%
Compensation Plan Increased Your Desire To Obtain Higher Certification Compensation Plan Motivated You To Educate Clients About HRB Products You Understand Actions You Can Take To Influence Your Comp, Based on Plan
N/A
25.8%
24.7%
N/A
14.2%
13.5%
N/A
18.4%
18.1%
14.6%
Computer Systems
Advanc. Opps.
Compensation
Base: Wave 1 - First Year Tax Professionals
The Availability Of Advancement Opportunities
19.9%
EF
16.3%
Communicating Available Advancement Opportunities
15.6%
F
14.7%
Helping You Minimize The Taxes Your Clients Owe Helping You Focus On Your Relationship With Clients Ease Of Use Response Time For Resolving Computer Problems The Ease Of Using Appointment Manager
26.7% 25.1% 25.9% 24.8% 20.1%
Office Leader
Providing You With Support And Direction For Building Your Client Base Familiar Enough With Your Performance To Effectively Give You Feedback
N/A N/A
Discussing Your Development And Overall Performance With You Making You Feel Appreciated Effectively Resolving Client Issues Asking You For Suggestions And Listening To Your Input
37.4% N/A N/A 43.0%
EF
Demonstrating The Mission, Vision And Values Of The Company Passing Along Tax Pro Feedback To The District Manager
44.8% N/A
EF
Scheduling You For Enough Hours To Meet Your Client Demand Fostering Cooperation And Teamwork Within The Tax Office Assisting You With Specific Tax Questions You May Have By Either Answering For You Or By Telling You What Resources You Should Use Providing Feedback And Coaching To Enhance Your Delivery Of Client Experience Effectively Communicating Information From You To District Leadership Discussing Your Development And Overall Performance With You
District Manager
EF
EF
29.1% 27.5% 32.3% 19.5% 18.8%
DF
12.7% 28.7% 26.0% 27.2% 18.6% 20.9%
35.8%
34.3%
32.7% 41.8% 45.3% 33.2%
30.8% 40.9% 42.1% 31.2%
F
39.4% 36.1%
F
N/A N/A
41.1% 41.5%
F
N/A
46.4%
F
42.3%
N/A
37.1%
F
32.8%
N/A
N/A
22.5%
F
Demonstrating Mission, Vision And From Values Of Professionals The CompanyTo Field CommunicatingThe Suggestions/Feedback Tax Leadership
38.6% 17.6% 25.1%
28.2%
Asking For Suggestions And Listening To Your Input
35.9% 38.6%
F
N/A EF
F
36.6% 32.2%
F
Effectively Communicating Info From Leadership To Tax Professionals
34.8%
F
20.5% 28.1%
Fostering Cooperation And Teamwork Within The Tax Office Being Familiar Enough With Your Performance To Effectively Give You Performance Feedback
F
18.1%
30.8%
N/A
Responding To Associate Feedback
F
32.8%
Making You Feel Appreciated Effectively Resolving Associate Problems
2009 F 2,947
27.7%
26.3%
F
23.4%
32.7%
EF
24.7%
F
21.5%
41.1%
EF
33.6%
28.8%
EF
24.5%
N/A 31.8% N/A
EF
33.5% 22.7%
26.1%
F
23.0%
28.5%
F
25.6%
N/A
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
18.4%
E
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year Tax Professionals
2007 D 1,805
2008 E 1,659
N/A
24.8%
Increasing Client Retention
N/A
22.1%
Serving Your Clients' Needs
23.4%
27.5%
Asking For Referrals
N/A
26.9%
Offering Non-Tax Products And Services
N/A
20.8%
Base: Wave 1 - First Year Tax Professionals
Establishing Rapport, Building Relationships With Your Clients
Training
Using TPS To Complete Tax Returns
2009 F 2,947 24.8% 22.2% D
25.6% 27.3% 19.2%
DF
35.6%
F
21.5%
24.9%
42.7%
Indentifying Your Clients' Needs
N/A
24.3%
Recognizing And Responding To Your Clients Goals
N/A
23.9%
Knowing The Stages Of A Complete Client Experience Using Research Tools That Allow You To Find Answers To Questions And Unfamiliar Topics
N/A
24.9%
N/A
23.3%
Using Online Tools To Search For Answers To Your Questions
N/A
23.1%
21.7%
Preparing You To Use TaxWorks To Complete Tax Returns The Timeliness Of Communications About Tax Law Changes During Tax Season
N/A
23.5%
23.0%
Providing Training That Reflects The Actual Tax Office Experience Providing Training Focused On Personal Skills Necessary To Deliver Meaningful Client Experience The Value Of The Training In Relation To The Cost Providing Advanced Courses That You Look Forward To Taking
N/A
34.1%
21.0%
24.1%
N/A N/A N/A
25.4% 40.3% 36.1%
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
22.8% 24.7% F
21.0%
34.9% DF
F
21.5% 24.1% 37.2% 34.1%
D
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals With 2 or More Years at H&R Block
H&R Block Office
Job Structure
Building Your Client Base
Clients' Financial Well-Being
Supportive to Clients and Tax Pros
Overall Measures
Commitment
Base: Wave 1 - Tax Professionals with 2+ Years Tenure
COMMITTED (NET)
2007 G
2008 H
2009 I
5,534
5,515
8,980
78.4%
79.1%
FIRMLY COMMITTED
47.3%
49.4%
78.8%
LOOSELY COMMITTED
31.1%
29.7%
30.4%
VULNERABLE UNCOMMITED
15.0%
14.4%
14.3%
6.6%
6.5%
7.0%
G
48.4%
7.6%
HI
Met Your Expectations
6.2%
I
Concept Of An "Ideal" Job
6.7%
Likelihood Of Recommending H&R Block As A Place To Work
17.9%
17.6%
16.9%
Likelihood Of Recommending H&R Block For Tax Preparation Likelihood Of Working At H&R Block One Year From Now
41.3%
40.3%
42.7%
40.4%
39.1%
Overall Satisfaction (Not Included in Commitment Score)
41.1%
I
5.9%
I
4.9%
6.0%
I
4.8%
7.5%
I
6.7% H
6.4%
H
4.2%
5.7%
H
Giving Client Confidence That Taxes Have Been Prepared Accurately Supporting You For Being An Advocate For Clients Appreciating The Work That You Do Providing Timely Praise And Recognition
33.0% 19.5% 15.6% 12.9%
HI
28.5% 13.0% 10.8% 8.8%
30.5% 14.4% 11.4% 9.8%
H
Communicating That H&R Block Wants You For Next Tax Season Ease Of Applying For Work At H&R Block Having A Mission, Vision, And Values That Benefit Clients Keeping You Up-To-Date With Events/News From HRB FSO Providing You Timely Information To Help You Do Your Job
N/A N/A 26.2% N/A N/A
14.9% 32.1% 21.1% 22.6% 14.4%
15.7% 34.0% 23.5% 27.7% 19.0%
Making Clients Feel Confident About Their Financial Well-Being Clearly Communicating The Expectation To Discuss Broader Financial Needs With Your Clients Enabling You To Improve Your Clients' Financial Well-Being
21.6%
13.7%
13.8%
15.6% 12.1%
15.0% 12.4%
Preparing You To Provide Financial Advice To Your Clients Fostering Teamwork With Associates At The H&R Block Bank
15.4%
The Fairness Of Prices Given The Services Provided To Clients
N/A 18.9%
HI HI HI
HI
HI
HI HI
11.7%
12.5%
N/A
8.4%
9.8%
Providing You With The Tools You Need To Build Your Client Base
N/A
14.9%
15.9%
Explaining How You Are Compensated For Building Your Client Base Compensating You For Building Your Client Base
N/A N/A
16.2% 10.5%
16.3% 11.1%
Providing A Schedule That Allows You To Serve Your Client Base Training You On Activities That Will Help You Build Your Client Base
N/A
21.4%
N/A
15.4%
16.7%
40.7%
40.0%
The Teamwork With H&R Block Associates In Your Office The Amount Of Work You're Asked To Do In Relation To Your Expectations The Opportunity To Continually Learn
44.1%
HI
N/A 44.5%
I
H
H
H H H H
H
19.8%
21.2%
I
20.0% 46.7% 34.6%
46.8%
G
37.4%
I
42.4%
42.5%
H
G
Offering A Schedule That Meets Your Needs The Ability To Get Help From Others In Your Office When You Need It
41.3%
HI
44.8%
HI
Having Adequate Office Supplies
15.9%
15.1%
16.6%
H
The Office Being Ready For Business When Tax Season Starts
18.7%
19.1%
21.2%
GH
Providing Privacy To Serve Your Clients' Needs The Professional Atmosphere Of The Working Environment
20.5%
19.9%
19.4%
22.6%
23.7%
23.4%
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals With 2 or More Years at H&R Block
Computer Systems
Advanc. Opps.
Compensation
Base: Wave 1 - Tax Professionals with 2+ Years Tenure
Office Leader
2008 H
2009 I
5,534
5,515
8,980 I
You Had Tools To Estimate Total Compensation Based On The Plan Compensation Plan Increased Your Desire To Obtain Higher Certification Compensation Plan Motivated You To Educate Clients About HRB Products You Understand Actions You Can Take To Influence Your Comp, Based on Plan
N/A
21.4%
N/A
21.2%
20.2%
N/A
7.8%
8.7%
N/A
18.5%
18.5%
The Availability Of Advancement Opportunities
8.2%
9.4%
Communicating Available Advancement Opportunities
8.3%
8.3%
9.3%
Helping You Minimize The Taxes Your Clients Owe Helping You Focus On Your Relationship With Clients Ease Of Use Response Time For Resolving Computer Problems The Ease Of Using Appointment Manager Providing You With Support And Direction For Building Your Client Base Familiar Enough With Your Performance To Effectively Give You Feedback
G
18.8%
10.1%
G
GH
H
25.9%
29.8%
H
24.2%
H
21.9%
25.3%
H
29.3%
H
24.7%
30.1%
H
14.3%
HI
10.6%
13.0%
H
13.6%
HI
7.1%
11.8%
H
N/A N/A
32.3%
I
30.2%
36.1%
I
33.7%
30.5% 41.4% 42.2% 37.4%
I
28.6% 37.6% 38.4% 34.3%
35.8% 33.5%
I
Discussing Your Development And Overall Performance With You Making You Feel Appreciated Effectively Resolving Client Issues Asking You For Suggestions And Listening To Your Input
36.9% N/A N/A 45.4%
Demonstrating The Mission, Vision And Values Of The Company Passing Along Tax Pro Feedback To The District Manager
43.5% N/A
HI
Scheduling You For Enough Hours To Meet Your Client Demand Fostering Cooperation And Teamwork Within The Tax Office
N/A N/A
40.4% 40.6%
I
N/A
39.8%
I
35.5%
N/A
31.8%
I
29.2%
N/A
N/A
Effectively Communicating Information From You To District Leadership
H
28.7%
HI
Assisting You With Specific Tax Questions You May Have By Either Answering For You Or By Telling You What Resources You Should Use Providing Feedback And Coaching To Enhance Your Delivery Of Client Experience
District Manager
2007 G
HI
HI
Discussing Your Development And Overall Performance With You Making You Feel Appreciated
19.6% N/A
Effectively Communicating Info From Leadership To Tax Professionals Effectively Resolving Associate Problems Asking For Suggestions And Listening To Your Input
N/A 23.9% 27.5%
Demonstrating The Mission, Vision And Values Of The Company Communicating Suggestions/Feedback From Tax Professionals To Field Leadership Responding To Associate Feedback Fostering Cooperation And Teamwork Within The Tax Office Being Familiar Enough With Your Performance To Effectively Give You Performance Feedback
35.4%
HI
29.7%
23.6% N/A 23.6%
HI
18.9% 20.6% 22.7%
N/A
HI HI
I
16.3% 22.6% 22.1% 19.9% 21.5%
N/A
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
I I I
I
I
34.3% 30.7% 35.9% 36.9%
34.8% I I
I I
14.9% 20.0% 21.8% 17.9% 18.7% 29.2%
I I I
17.6% 18.5% 20.0% 16.7%
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals With 2 or More Years at H&R Block Base: Wave 1 - Tax Professionals with 2+ Years Tenure
2008 H
2009 I
5,534
5,515
8,980
Establishing Rapport, Building Relationships With Your Clients
N/A
23.1%
24.7%
H
Increasing Client Retention
N/A
20.5%
21.8%
H
Serving Your Clients' Needs
24.7%
23.5%
25.3%
H
Asking For Referrals
N/A
25.9%
27.4%
H
Offering Non-Tax Products And Services
N/A
16.8%
18.5%
H
36.4%
GH
Using TPS To Complete Tax Returns
Training
2007 G
G
25.7%
34.1%
Indentifying Your Clients' Needs
N/A
20.8%
22.2%
H
Recognizing And Responding To Your Clients Goals
N/A
20.2%
21.6%
H
Knowing The Stages Of A Complete Client Experience Using Research Tools That Allow You To Find Answers To Questions And Unfamiliar Topics
N/A
24.4%
26.2%
H
N/A
20.9%
22.1%
H
Using Online Tools To Search For Answers To Your Questions
N/A
20.5%
22.1%
H
Preparing You To Use TaxWorks To Complete Tax Returns The Timeliness Of Communications About Tax Law Changes During Tax Season
N/A
8.4%
11.0%
H
N/A
26.7%
29.0%
H
Providing Training That Reflects The Actual Tax Office Experience Providing Training Focused On Personal Skills Necessary To Deliver Meaningful Client Experience
18.6%
18.5%
18.7%
N/A
20.0%
21.7%
N/A
40.2%
40.5%
N/A
29.3%
29.2%
The Value Of The Training In Relation To The Cost Providing Advanced Courses That You Look Forward To Taking
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
H
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year H&R Block Tax Professional vs. Those With 2+ Years of Experience Commitment
Base: Total Respondents
COMMITTED (NET) FIRMLY COMMITTED LOOSELY COMMITTED VULNERABLE UNCOMMITED
Overall Measures
The Fairness Of Prices Given The Services Provided To Clients
H&R Block Office
Job Structure
Building Your Client Base
Client's Financial Well-Being
Met Your Expectations
Supportive to Clients and Tax Pros
Overall Satisfaction (Not Included in Commitment Score) Concept Of An "Ideal" Job Likelihood Of Recommending H&R Block As A Place To Work Likelihood Of Recommending H&R Block For Tax Preparation Likelihood Of Working At H&R Block One Year From Now
Giving Client Confidence That Taxes Have Been Prepared Accurately Supporting You For Being An Advocate For Clients Appreciating The Work That You Do Providing Timely Praise And Recognition Communicating That H&R Block Wants You For Next Tax Season Ease Of Applying For Work At H&R Block Having A Mission, Vision, And Values That Benefit Clients Keeping You Up-To-Date With Events/News From HRB FSO Providing You Timely Information To Help You Do Your Job Making Clients Feel Confident About Their Financial Well-Being Clearly Communicating The Expectation To Discuss Broader Financial Needs With Your Clients Enabling You To Improve Your Clients' Financial Well-Being Preparing You To Provide Financial Advice To Your Clients Fostering Teamwork With Associates At The H&R Block Bank Providing You With The Tools You Need To Build Your Client Base Explaining How You Are Compensated For Building Your Client Base Compensating You For Building Your Client Base Providing A Schedule That Allows You To Serve Your Client Base Training You On Activities That Will Help You Build Your Client Base The Teamwork With H&R Block Associates In Your Office The Amount Of Work You're Asked To Do In Relation To Your Expectations The Opportunity To Continually Learn Offering A Schedule That Meets Your Needs The Ability To Get Help From Others In Your Office When You Need It Having Adequate Office Supplies The Office Being Ready For Business When Tax Season Starts Providing Privacy To Serve Your Clients' Needs The Professional Atmosphere Of The Working Environment
2009 TP1 J 2,947
2009 TP2+ K 8,980
78.4% 49.8% 28.5% 13.8% 7.9%
78.8% 48.4% 30.4% 14.3% 7.0%
12.4% 9.0% 9.1% 20.7% 38.0% 37.6%
K
10.1% 31.8% 22.3% 20.7% 18.2% 20.6% 37.4% 32.1% 36.3% 26.7%
K
18.5%
K
13.8%
17.8% 15.8% 14.4% 17.5%
K
15.0% 12.4% 12.5% 9.8%
18.5% 16.8% 13.3% 23.0% 18.2%
K
38.8% 25.8% 45.3% 38.6% 42.0% 27.0% 33.9% 27.1% 31.3%
K K K
K K K K K K K K
K K K
K K K
K
K
K K K K
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
4.9% 4.8% 6.7% 16.9% 42.7% 39.1% 5.7% 30.5% 14.4% 11.4% 9.8% 15.7% 34.0% 23.5% 27.7% 19.0%
15.9% 16.3% 11.1% 19.8% 16.7% 40.0% 20.0% 46.7% 34.6% 42.5% 16.6% 21.2% 19.4% 23.4%
J
J
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year H&R Block Tax Professional vs. Those With 2+ Years of Experience
Computer Systems
Advanc. Opps.
Compensation
Base: Total Respondents
You Had Tools To Estimate Total Compensation Based On The Plan
18.1%
18.8%
Compensation Plan Increased Your Desire To Obtain Higher Certification
24.7%
Compensation Plan Motivated You To Educate Clients About HRB Products
13.5%
K
You Understand Actions You Can Take To Influence Your Comp, Based on Plan
18.1%
The Availability Of Advancement Opportunities
14.6%
K
10.1%
Communicating Available Advancement Opportunities
12.7%
K
9.3%
Helping You Minimize The Taxes Your Clients Owe
28.7% 26.0% 27.2% 18.6% 20.9%
Helping You Focus On Your Relationship With Clients Ease Of Use Response Time For Resolving Computer Problems The Ease Of Using Appointment Manager
Familiar Enough With Your Performance To Effectively Give You Feedback Discussing Your Development And Overall Performance With You Making You Feel Appreciated
Office Leader
2009 TP2+ K 8,980
K
Providing You With Support And Direction For Building Your Client Base
Effectively Resolving Client Issues Asking You For Suggestions And Listening To Your Input Demonstrating The Mission, Vision And Values Of The Company Passing Along Tax Pro Feedback To The District Manager Scheduling You For Enough Hours To Meet Your Client Demand Fostering Cooperation And Teamwork Within The Tax Office Assisting You With Specific Tax Questions You May Have By Either Answering For You Or By Telling You What Resources You Should Use
30.8% 34.3% 30.8% 40.9% 42.1% 31.2% 36.6% 32.2% 35.9% 38.6%
20.2% 8.7% 18.5%
K K
K K K
K
K
29.8% 25.3% 30.1% 13.0% 11.8% 30.2% 33.7% 28.6% 37.6% 38.4% 34.3% 34.3% 30.7% 35.9% 36.9%
42.3%
K
35.5%
Providing Feedback And Coaching To Enhance Your Delivery Of Client Experience Effectively Communicating Information From You To District Leadership
32.8% 38.6%
K
29.2% 34.8%
Discussing Your Development And Overall Performance With You
17.6% 25.1% 27.7% 23.4% 21.5% 33.5% 22.7% 23.0% 25.6%
K
18.4%
K
Making You Feel Appreciated
District Manager
2009 TP1 J 2,947
Effectively Communicating Info From Leadership To Tax Professionals Effectively Resolving Associate Problems Asking For Suggestions And Listening To Your Input Demonstrating The Mission, Vision And Values Of The Company Communicating Suggestions/Feedback From Tax Professionals To Field Leadership Responding To Associate Feedback Fostering Cooperation And Teamwork Within The Tax Office Being Familiar Enough With Your Performance To Effectively Give You Performance Feedback
K
K K K K K K K K
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
14.9% 20.0% 21.8% 17.9% 18.7% 29.2% 17.6% 18.5% 20.0% 16.7%
J
J
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year H&R Block Tax Professional vs. Those With 2+ Years of Experience Base: Total Respondents
Establishing Rapport, Building Relationships With Your Clients Increasing Client Retention Serving Your Clients' Needs Asking For Referrals Offering Non-Tax Products And Services Using TPS To Complete Tax Returns
Training
Indentifying Your Clients' Needs Recognizing And Responding To Your Clients Goals Knowing The Stages Of A Complete Client Experience Using Research Tools That Allow You To Find Answers To Questions And Unfamiliar Topics Using Online Tools To Search For Answers To Your Questions Preparing You To Use TaxWorks To Complete Tax Returns The Timeliness Of Communications About Tax Law Changes During Tax Season Providing Training That Reflects The Actual Tax Office Experience Providing Training Focused On Personal Skills Necessary To Deliver Meaningful Client Experience The Value Of The Training In Relation To The Cost Providing Advanced Courses That You Look Forward To Taking
2009 TP1 J 2,947
2009 TP2+ K 8,980
24.8% 22.2% 25.6% 27.3% 19.2% 35.6% 22.8% 21.5% 24.7%
24.7% 21.8% 25.3% 27.4% 18.5% 36.4% 22.2% 21.6% 26.2%
21.0% 21.7% 23.0%
22.1% 22.1% 11.0%
K
34.9% 21.5%
K
24.1% 37.2% 34.1%
K
K
K
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
29.0% 18.7% 21.7% 40.5% 29.2%
J
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals By Year And Tenure With H&R Block Base: Total Respondents
Commitment
COMMITTED (NET) FIRMLY COMMITTED
Overall Measures Supportive to Clients and Tax Pros Clients' Financial Well-Being
Building Your Client Base
2008 TP1 M 1,659
75.9%
78.4%
48.0%
50.2%
LOOSELY COMMITTED
27.8%
VULNERABLE
14.6%
UNCOMMITED
9.5%
MNOPQ
O
2009 TP1 N 2,947 78.4%
L
78.4%
49.8%
O
47.3%
28.3%
28.5%
13.9%
13.8%
7.7%
2007 TP2+ O 5,534
7.9%
31.1%
L
LMN
2008 TP2+ P 5,515
2009 TP2+ Q 8,980
79.1%
L
78.8%
49.4%
O
48.4%
29.7%
30.4%
15.0%
14.4%
14.3%
OP
6.6%
6.5%
7.0%
Overall Satisfaction (Not Included in Commitment Score)
14.9%
NOPQ
16.0%
NOPQ
12.4%
OPQ
7.6%
PQ
5.9%
Q
4.9%
Met Your Expectations
11.3%
NOPQ
11.5%
NOPQ
9.0%
OPQ
6.2%
Q
6.0%
Q
4.8%
10.1%
OPQ
10.7%
NOPQ
9.1%
OPQ
6.7%
7.5%
Q
6.7%
21.4%
OPQ
22.3%
OPQ
20.7%
OPQ
17.9%
Concept Of An "Ideal" Job Likelihood Of Recommending H&R Block As A Place To Work
17.6%
Likelihood Of Recommending H&R Block For Tax Preparation
35.9%
37.3%
38.0%
41.3%
LMN
Likelihood Of Working At H&R Block One Year From Now
37.8%
38.9%
37.6%
41.1%
LNQ
The Fairness Of Prices Given The Services Provided To Clients
14.1%
MNOPQ
10.0%
OPQ
10.1%
OPQ
Giving Client Confidence That Taxes Have Been Prepared Accurately
32.1%
P
32.2%
P
31.8%
P
33.0%
Supporting You For Being An Advocate For Clients
26.3%
MNOPQ
22.6%
OPQ
22.3%
OPQ
Appreciating The Work That You Do
26.8%
MNOPQ
22.5%
OPQ
20.7%
Providing Timely Praise And Recognition
23.1%
MNOPQ
19.4%
OPQ
LMN
16.9%
40.3%
LMN
42.7%
40.4%
LN
39.1%
LMNP
4.2%
5.7%
P
PQ
28.5%
30.5%
P
19.5%
PQ
13.0%
14.4%
P
OPQ
15.6%
PQ
10.8%
11.4%
18.2%
OPQ
12.9%
PQ
8.8%
9.8%
6.4%
P
L
P
Communicating That H&R Block Wants You For Next Tax Season
N/A
22.7%
PQ
20.6%
PQ
N/A
14.9%
15.7%
Ease Of Applying For Work At H&R Block
N/A
37.5%
PQ
37.4%
PQ
N/A
32.1%
34.0%
P
30.8%
OPQ
32.1%
OPQ
21.1%
23.5%
P
Having A Mission, Vision, And Values That Benefit Clients
33.7%
MOPQ
26.2%
PQ
Keeping You Up-To-Date With Events/News From HRB FSO
N/A
33.8%
PQ
36.3%
MPQ
N/A
22.6%
27.7%
P
Providing You Timely Information To Help You Do Your Job
N/A
24.2%
PQ
26.7%
MPQ
N/A
14.4%
19.0%
P
21.2%
NPQ
18.5%
PQ
13.7%
13.8%
20.6%
NPQ
17.8%
PQ
19.1%
NPQ
15.8%
PQ
17.4%
NOPQ
14.4%
PQ
17.5%
PQ
18.5%
PQ
Making Clients Feel Confident About Their Financial Well-Being Clearly Communicating The Expectation To Discuss Broader Financial Needs With Your Clients Enabling You To Improve Your Clients' Financial Well-Being Preparing You To Provide Financial Advice To Your Clients
24.9%
MNOPQ
N/A
22.4%
MNOPQ
15.9%
PQ
Fostering Teamwork With Associates At The H&R Block Bank
N/A
17.7%
PQ
Providing You With The Tools You Need To Build Your Client Base
N/A
19.0%
PQ
Explaining How You Are Compensated For Building Your Client Base
N/A
17.8%
Compensating You For Building Your Client Base Providing A Schedule That Allows You To Serve Your Client Base Training You On Activities That Will Help You Build Your Client Base
The Teamwork With H&R Block Associates In Your Office Job Structure
2007 TP1 L 1,805
The Amount Of Work You're Asked To Do In Relation To Your Expectations
13.3% 25.8%
NPQ
N/A
17.9%
P
N
42.2%
N
38.8%
N/A
28.1%
NPQ
25.8%
48.4%
LNO
45.3%
44.1%
NOPQ
38.6%
44.8%
NPQ
N/A N/A
42.4%
The Opportunity To Continually Learn
43.1%
Offering A Schedule That Meets Your Needs
44.1%
NOPQ
45.1%
NPQ
The Ability To Get Help From Others In Your Office When You Need It
16.8% PQ
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
21.6%
NPQ
15.6%
15.0%
18.9%
NPQ
12.1%
12.4%
15.4%
PQ
11.7%
12.5%
N/A
8.4%
9.8%
N/A
14.9%
15.9%
N/A
16.2%
16.3%
N/A
10.5%
N/A
13.3%
PQ
23.0%
PQ
N/A
21.4%
18.2%
PQ
N/A
15.4%
42.0%
44.1% PQ
NPQ
N/A
44.5% Q
11.1% Q
19.8% 16.7%
40.7%
N
40.0%
21.2%
Q
20.0%
46.8%
LO
46.7%
Q
34.6%
41.3%
NPQ
37.4%
44.8%
NPQ
42.4%
P
42.5%
P
LO
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals By Year And Tenure With H&R Block
H&R Block Office
Base: Total Respondents
Compensation Advanc. Opps. Computer Systems
2009 TP1 N 2,947
2007 TP2+ O 5,534
2008 TP2+ P 5,515
2009 TP2+ Q 8,980
26.5%
OPQ
28.1%
OPQ
27.0%
OPQ
15.9%
15.1%
16.6%
P
The Office Being Ready For Business When Tax Season Starts
33.0%
OPQ
35.8%
OPQ
33.9%
OPQ
18.7%
19.1%
21.2%
OP
Providing Privacy To Serve Your Clients' Needs
28.5%
OPQ
30.1%
NOPQ
27.1%
OPQ
20.5%
19.9%
19.4%
28.6%
OPQ
34.1%
LNOPQ
31.3%
LOPQ
22.6%
23.7%
23.4%
21.4%
NQ
18.1%
25.8%
PQ
N/A
14.2%
PQ
N/A
18.4%
You Had Tools To Estimate Total Compensation Based On The Plan Compensation Plan Increased Your Desire To Obtain Higher Certification Compensation Plan Motivated You To Educate Clients About HRB Products You Understand Actions You Can Take To Influence Your Comp, Based on Plan
N/A N/A
NQ
N/A
21.4%
24.7%
PQ
N/A
21.2%
20.2%
13.5%
PQ
N/A
7.8%
8.7%
N/A
18.5%
18.5%
18.1%
P
19.9%
MNOPQ
16.3%
OPQ
14.6%
OPQ
8.2%
9.4%
Communicating Available Advancement Opportunities
15.6%
NOPQ
14.7%
NOPQ
12.7%
OPQ
8.3%
8.3%
9.3%
OP
Helping You Minimize The Taxes Your Clients Owe
26.7%
29.1%
P
28.7%
P
28.7%
P
25.9%
29.8%
LP
Helping You Focus On Your Relationship With Clients
25.1%
27.5%
OPQ
26.0%
P
24.2%
P
21.9%
25.3%
P
Ease Of Use
25.9%
32.3%
LNOPQ
27.2%
P
29.3%
LNP
24.7%
30.1%
LNP
Response Time For Resolving Computer Problems
24.8%
MNOPQ
19.5%
OPQ
18.6%
OPQ
14.3%
PQ
10.6%
13.0%
P
The Ease Of Using Appointment Manager
20.1%
OPQ
18.8%
OPQ
20.9%
MOPQ
13.6%
PQ
7.1%
11.8%
P
32.8%
Q
30.8%
Familiar Enough With Your Performance To Effectively Give You Feedback Discussing Your Development And Overall Performance With You
P
N/A N/A
37.4%
MNPQ
35.8%
N/A
34.3%
N/A
32.7%
PQ
30.8%
Q
36.9%
MNPQ
O
18.8%
The Availability Of Advancement Opportunities
Providing You With Support And Direction For Building Your Client Base
Office Leader
2008 TP1 M 1,659
Having Adequate Office Supplies
The Professional Atmosphere Of The Working Environment
10.1%
32.3%
Q
30.2%
36.1%
Q
33.7%
30.5%
Q
28.6%
Making You Feel Appreciated
N/A
41.8%
Q
40.9%
Q
N/A
41.4%
Q
37.6%
Effectively Resolving Client Issues
N/A
45.3%
NPQ
42.1%
Q
N/A
42.2%
Q
38.4%
Asking You For Suggestions And Listening To Your Input
43.0%
MNPQ
33.2%
Demonstrating The Mission, Vision And Values Of The Company
44.8%
MNPQ
39.4%
NPQ
36.1%
NPQ
35.9%
Passing Along Tax Pro Feedback To The District Manager
N/A
31.2% 36.6%
Q
32.2%
45.4%
MNPQ
37.4%
MNQ
34.3%
43.5%
MNPQ
35.8%
Q
34.3%
33.5%
Q
30.7%
N/A
40.4%
NQ
35.9%
N/A
Scheduling You For Enough Hours To Meet Your Client Demand
N/A
41.1%
NQ
Fostering Cooperation And Teamwork Within The Tax Office Assisting You With Specific Tax Questions You May Have By Either Answering For You Or By Telling You What Resources You Should Use Providing Feedback And Coaching To Enhance Your Delivery Of Client Experience
N/A
41.5%
NQ
38.6%
Q
N/A
40.6%
NQ
36.9%
N/A
46.4%
NPQ
42.3%
PQ
N/A
39.8%
Q
35.5%
N/A
37.1%
NPQ
32.8%
Q
N/A
31.8%
Q
29.2%
38.6%
Q
N/A
Effectively Communicating Information From You To District Leadership
Discussing Your Development And Overall Performance With You
District Manager
2007 TP1 L 1,805
N/A
22.5%
NOPQ
N/A
20.5%
NPQ
17.6%
Q
19.6%
NPQ
N/A
16.3%
Q
14.9%
Q
20.0%
Making You Feel Appreciated
N/A
28.1%
NPQ
25.1%
PQ
N/A
22.6%
Effectively Communicating Info From Leadership To Tax Professionals
N/A
28.2%
PQ
27.7%
PQ
N/A
22.1%
26.3%
NOPQ
23.4%
PQ
Effectively Resolving Associate Problems Asking For Suggestions And Listening To Your Input Demonstrating The Mission, Vision And Values Of The Company Communicating Suggestions/Feedback From Tax Professionals To Field Leadership Responding To Associate Feedback Fostering Cooperation And Teamwork Within The Tax Office
34.8%
MNOPQ
32.7%
MNOPQ
24.7%
NPQ
21.5%
Q
41.1%
MNOPQ
33.6%
PQ
33.5%
PQ
28.8%
MNOPQ
24.5%
PQ
22.7%
PQ
26.1%
NPQ
23.0%
PQ
28.5%
NOPQ
25.6%
OPQ
N/A
31.8%
MNOPQ
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
34.8%
21.8%
23.9%
PQ
19.9%
Q
27.5%
MNPQ
21.5%
Q
35.4%
PQ
29.7%
23.6%
PQ
18.9%
Q
17.6%
20.6%
Q
18.5%
22.7%
Q
20.0%
N/A
23.6%
Q
17.9% 18.7% 29.2%
O
N
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals By Year And Tenure With H&R Block Base: Total Respondents
Being Familiar Enough With Your Performance To Effectively Give You Performance Feedback
2007 TP1 L 1,805
2008 TP1 M 1,659
N/A
N/A
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
2009 TP1 N 2,947 18.4%
Q
2007 TP2+ O 5,534
2008 TP2+ P 5,515
N/A
N/A
2009 TP2+ Q 8,980 16.7%
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals By Year And Tenure With H&R Block Base: Total Respondents
2008 TP1 M 1,659
2009 TP1 N 2,947
2007 TP2+ O 5,534
2008 TP2+ P 5,515
2009 TP2+ Q 8,980
Establishing Rapport, Building Relationships With Your Clients
N/A
24.8%
24.8%
P
N/A
23.1%
24.7%
P
Increasing Client Retention
N/A
22.1%
22.2%
P
N/A
20.5%
21.8%
P
25.6%
P
23.5%
25.3%
P
N/A
25.9%
27.4%
P
N/A
16.8%
18.5%
P
36.4%
LOP
Serving Your Clients' Needs
23.4%
27.5%
LOPQ
Asking For Referrals
N/A
26.9%
Offering Non-Tax Products And Services
N/A
20.8%
PQ
19.2%
P
42.7%
LNOPQ
35.6%
LO
P
Using TPS To Complete Tax Returns
Training
2007 TP1 L 1,805
24.9%
27.3%
Indentifying Your Clients' Needs
N/A
24.3%
PQ
22.8%
Recognizing And Responding To Your Clients Goals
N/A
23.9%
NPQ
Knowing The Stages Of A Complete Client Experience Using Research Tools That Allow You To Find Answers To Questions And Unfamiliar Topics
N/A
24.9%
N/A
23.3%
Using Online Tools To Search For Answers To Your Questions
N/A
Preparing You To Use TaxWorks To Complete Tax Returns The Timeliness Of Communications About Tax Law Changes During Tax Season
24.7%
25.7%
34.1%
LO
N/A
20.8%
22.2%
P
21.5%
N/A
20.2%
21.6%
P
24.7%
N/A
24.4%
26.2%
P
NP
21.0%
N/A
20.9%
22.1%
P
23.1%
P
21.7%
N/A
20.5%
22.1%
P
N/A
23.5%
PQ
23.0%
PQ
N/A
8.4%
11.0%
P
N/A
34.1%
PQ
34.9%
PQ
N/A
26.7%
29.0%
P
24.1%
LNOPQ
21.5%
OPQ
18.5%
18.7%
N/A
25.4%
PQ
24.1%
PQ
N/A
20.0%
21.7%
P
The Value Of The Training In Relation To The Cost
N/A
40.3%
N
37.2%
N/A
40.2%
40.5%
N
Providing Advanced Courses That You Look Forward To Taking
N/A
36.1%
PQ
34.1%
N/A
29.3%
Providing Training That Reflects The Actual Tax Office Experience Providing Training Focused On Personal Skills Necessary To Deliver Meaningful Client Experience
21.0%
OPQ
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
PQ
18.6%
N
29.2%
Change 2007 Wave from 2008 1 to 2009
2009 Wave 1
2008 Wave 1
6.88 7.01 6.47 7.09 8.43 8.03
6.87 6.86 6.37 7.06 8.38 8.02
2007 Total
2006 Total
-0.19 -0.21 -0.04 -0.05 0.07 -0.01
13,415 7.04 7.18 6.63 7.26 8.47 8.24
10,345 7.01 6.98 6.49 7.22 8.45 8.23
977 6.54 6.55 6.11 6.73 8.01 7.63
0.03 0.20 0.14 0.04 0.02 0.01
Overall Measures
Sample Size
Supportive to Clients
Change from 2007 to 2008
2008 Total
2a 2b 2c 2d 2e 2f
Satisfaction
Met Expectations Proximity to Ideal Intent to Recommend Employment Intent to Recommend Tax Prep Intent to Return
6.69 6.80 6.43 7.04 8.50 8.02
3b 3c 3e 3a 3d
Ability to get help from others in the office when needed Clients confident about finances Supporting you for being advocate Fairness of client prices Client confidence in accuracy
8.44 7.59 7.18 6.90 8.64
8.45 7.52 7.00 5.96 8.51
8.49 8.52 7.36 6.12 8.52
-0.01 0.07 0.18 0.94 0.13
8.47 7.56 7.15 5.99 8.54
8.53 7.93 7.49 6.12 8.51
8.22 7.31 6.75 5.52 8.16
-0.06 -0.37 -0.34 -0.13 0.03
3f 3i 3j 9c
Appreciating your work Timely praise/recognition Enabling you to improve clients' finances Mission/vision benefits clients
6.71 6.55 7.39 8.08
6.62 6.35 7.35 7.92
6.79 6.47 7.65 8.00
0.09 0.20 0.04 0.16
6.79 6.56 7.38 7.98
6.91 6.62 7.69 8.05
6.22 5.80 6.97 7.30
-0.12 -0.06 -0.31 -0.07
Commitment Measures
Commitment
Base: Wave 1 - Total Respondents
COMMITTED (NET) FIRMLY COMMITTED LOOSELY COMMITTED VULNERABLE UNCOMMITED Overall Satisfaction (Not Included in Commitment Score)
Supportive to Clients and Tax Pros Clients' Financial Well-Being Building Your Client Base Job Structure
2008
A
B
C
7,339
7,174
11,927
2009
77.8%
79.0%
78.7%
47.5%
49.6% A
48.7%
30.3%
29.4%
29.9%
14.9% 7.3%
14.3% 6.8%
14.1% 7.2%
9.4% BC
Met Your Expectations
7.5%
Concept Of An "Ideal" Job
7.6%
Likelihood Of Recommending H&R Block As A Place To Work
18.8%
Likelihood Of Recommending H&R Block For Tax Preparation
40.0%
Likelihood Of Working At H&R Block One Year From Now
H&R Block Office
2007
40.3%
C
8.3% C
6.7%
7.2% C
5.9%
8.3% C 18.7%
41.6% AB
39.6% C
40.0%
7.3% 17.8%
C
38.7%
8.3% BC
5.5%
6.8% B
Giving Client Confidence That Taxes Have Been Prepared Accurately
32.8%
BC
29.4%
30.8% B
Supporting You For Being An Advocate For Clients
21.1% BC
15.2%
16.4% B
Appreciating The Work That You Do
18.4%
BC
13.5%
13.7%
Providing Timely Praise And Recognition
15.4% BC
11.3%
11.8%
Communicating That H&R Block Wants You For Next Tax Season
N/A
16.7%
16.9%
Ease Of Applying For Work At H&R Block
N/A
33.4%
34.8% B
23.4%
25.6% B
The Fairness Of Prices Given The Services Provided To Clients
BC
Having A Mission, Vision, And Values That Benefit Clients
28.1%
Keeping You Up-To-Date With Events/News From HRB FSO
N/A
25.2%
29.9% B
Providing You Timely Information To Help You Do Your Job
N/A
16.7%
20.9% B
Making Clients Feel Confident About Their Financial Well-Being Clearly Communicating The Expectation To Discuss Broader Financial Needs With Your Clients Enabling You To Improve Your Clients' Financial Well-Being Preparing You To Provide Financial Advice To Your Clients
22.4% BC
15.4%
14.9%
N/A 19.8% BC 15.5% BC
16.7% C 13.7% 13.0%
15.7% 13.3% 13.0%
Fostering Teamwork With Associates At The H&R Block Bank
N/A
10.5%
11.7% B
Providing You With The Tools You Need To Build Your Client Base Explaining How You Are Compensated For Building Your Client Base
N/A N/A
15.8% 16.6%
16.5% 16.4%
Compensating You For Building Your Client Base
N/A
11.2%
11.6%
Providing A Schedule That Allows You To Serve Your Client Base
N/A
22.4% C
20.6%
Training You On Activities That Will Help You Build Your Client Base
N/A
16.0%
17.1% B
The Teamwork With H&R Block Associates In Your Office
43.7% BC
41.1% C
39.7%
The Amount Of Work You're Asked To Do In Relation To Your Expectations
N/A
22.8% C
21.4%
The Opportunity To Continually Learn
44.2% BC
47.1%
A
46.3% A
C
35.6% 42.4%
Offering A Schedule That Meets Your Needs The Ability To Get Help From Others In Your Office When You Need It
42.0% 44.9% BC
39.0% 42.9%
Having Adequate Office Supplies
18.5%
18.1%
19.2% B
The Office Being Ready For Business When Tax Season Starts
22.2%
23.0%
24.4% AB
22.3% 26.1% A
21.3% 25.4% A
Providing Privacy To Serve Your Clients' Needs The Professional Atmosphere Of The Working Environment
22.5% 24.1%
C
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Total
District Manager
Office Leader
Computer Systems
Advanc. Opps.
Compensation
Base: Wave 1 - Total Respondents
2007
2008
A
B
2009 C
7,339
7,174
11,927
You Had Tools To Estimate Total Compensation Based On The Plan
N/A
21.4% C
18.6%
Compensation Plan Increased Your Desire To Obtain Higher Certification
N/A
22.3%
21.3%
Compensation Plan Motivated You To Educate Clients About HRB Products You Understand Actions You Can Take To Influence Your Comp, Based on Plan
N/A
9.3%
9.9%
N/A
18.4%
18.4%
The Availability Of Advancement Opportunities
10.7%
11.0%
11.2%
9.9%
9.7%
10.1%
Helping You Minimize The Taxes Your Clients Owe
28.2% B
26.7%
29.5% AB
Helping You Focus On Your Relationship With Clients
24.4%
23.2%
25.5% B
26.5%
29.4% B
Communicating Available Advancement Opportunities
B
Ease Of Use
28.4%
Response Time For Resolving Computer Problems
16.7% BC
12.6%
14.4% B
BC
9.8%
14.1% B
The Ease Of Using Appointment Manager
15.2%
Providing You With Support And Direction For Building Your Client Base
N/A
32.5% C
30.3%
Familiar Enough With Your Performance To Effectively Give You Feedback
N/A
36.0%
C
33.9%
Discussing Your Development And Overall Performance With You
37.0% BC
31.0% C
29.2%
Making You Feel Appreciated
N/A
41.5% C
38.4%
Effectively Resolving Client Issues
N/A
42.9% C
39.3%
Asking You For Suggestions And Listening To Your Input
44.8% BC
36.4% C
33.5%
BC
C
34.8%
36.6%
Demonstrating The Mission, Vision And Values Of The Company
43.8%
Passing Along Tax Pro Feedback To The District Manager
N/A
34.1% C
31.1%
Scheduling You For Enough Hours To Meet Your Client Demand
N/A
40.6% C
35.9%
Fostering Cooperation And Teamwork Within The Tax Office Assisting You With Specific Tax Questions You May Have By Either Answering For You Or By Telling You What Resources You Should Use Providing Feedback And Coaching To Enhance Your Delivery Of Client Experience Effectively Communicating Information From You To District Leadership
N/A
40.8% C
37.3%
N/A
41.3% C
37.2%
N/A N/A
33.1% C N/A
30.1% 35.7%
Discussing Your Development And Overall Performance With You
20.2% BC
17.2% C
15.6%
Making You Feel Appreciated
N/A
23.9% C
21.3%
Effectively Communicating Info From Leadership To Tax Professionals
N/A
23.5%
23.3%
BC
21.4%
C
19.2%
Effectively Resolving Associate Problems
26.0%
Asking For Suggestions And Listening To Your Input
28.6% BC
22.3% C
19.4%
Demonstrating The Mission, Vision And Values Of The Company Communicating Suggestions/Feedback From Tax Professionals To Field Leadership
36.7% BC
30.6%
30.3%
24.7% BC
20.2% C
18.8%
21.8% C
19.6%
C
21.4%
Responding To Associate Feedback Fostering Cooperation And Teamwork Within The Tax Office Being Familiar Enough With Your Performance To Effectively Give You Performance Feedback
na 25.4% N/A
C
24.0% N/A
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
17.1%
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Total
2007
2008
A
B
C
7,339
7,174
11,927
Establishing Rapport, Building Relationships With Your Clients
N/A
23.5%
24.7% B
Increasing Client Retention
N/A
20.9%
21.9% B
Serving Your Clients' Needs
24.4%
24.4%
25.4%
Asking For Referrals
N/A
26.1%
27.4% B
Offering Non-Tax Products And Services
N/A
17.8%
Training
Base: Wave 1 - Total Respondents
2009
18.7% B A
36.2% A
Using TPS To Complete Tax Returns
25.5%
36.1%
Indentifying Your Clients' Needs
N/A
21.6%
22.3%
Recognizing And Responding To Your Clients Goals
N/A
21.0%
21.5%
Knowing The Stages Of A Complete Client Experience Using Research Tools That Allow You To Find Answers To Questions And Unfamiliar Topics
N/A
24.5%
25.8% B
N/A
21.4%
21.8%
Using Online Tools To Search For Answers To Your Questions Preparing You To Use TaxWorks To Complete Tax Returns The Timeliness Of Communications About Tax Law Changes During Tax Season
N/A N/A
21.1% 10.9%
22.0% 13.5% B
N/A
28.4%
30.5% B
Providing Training That Reflects The Actual Tax Office Experience Providing Training Focused On Personal Skills Necessary To Deliver Meaningful Client Experience
19.2%
19.8%
19.4%
N/A
21.3%
22.3%
The Value Of The Training In Relation To The Cost Providing Advanced Courses That You Look Forward To Taking
N/A N/A
40.2% 30.9%
39.7% 30.4%
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year Tax Professionals
2007 D 1,805
2008 E 1,659
2009 F 2,947
75.9%
78.4%
78.4%
FIRMLY COMMITTED LOOSELY COMMITTED VULNERABLE UNCOMMITED
48.0%
50.2%
49.8%
27.8%
28.3%
28.5%
14.6% 9.5%
13.9% 7.7%
13.8% 7.9%
Overall Satisfaction (Not Included in Commitment Score)
14.9%
F
16.0%
F
12.4%
Met Your Expectations
11.3%
F
11.5%
F
9.0%
Concept Of An "Ideal" Job
10.1%
10.7%
F
Likelihood Of Recommending H&R Block As A Place To Work
21.4%
22.3%
20.7%
Likelihood Of Recommending H&R Block For Tax Preparation Likelihood Of Working At H&R Block One Year From Now
35.9% 37.8%
37.3% 38.9%
38.0% 37.6%
The Fairness Of Prices Given The Services Provided To Clients
14.1%
10.0%
10.1%
Giving Client Confidence That Taxes Have Been Prepared Accurately
32.1%
32.2%
31.8%
COMMITTED (NET)
EF
EF
Supporting You For Being An Advocate For Clients
26.3%
EF
22.6%
22.3%
Appreciating The Work That You Do
26.8%
EF
22.5%
20.7%
Providing Timely Praise And Recognition
23.1%
EF
19.4%
18.2%
22.7%
20.6%
37.5%
37.4%
30.8% 33.8% 24.2%
32.1% 36.3% 26.7%
Communicating That H&R Block Wants You For Next Tax Season Ease Of Applying For Work At H&R Block
N/A N/A 33.7% N/A N/A
E
24.9%
EF
21.2%
F
18.5%
20.6% 19.1% 17.4%
F
17.8% 15.8% 14.4%
Making Clients Feel Confident About Their Financial Well-Being Clearly Communicating The Expectation To Discuss Broader Financial Needs With Your Clients Enabling You To Improve Your Clients' Financial Well-Being Preparing You To Provide Financial Advice To Your Clients Fostering Teamwork With Associates At The H&R Block Bank
N/A
17.7%
17.5%
Providing You With The Tools You Need To Build Your Client Base
N/A
19.0%
18.5%
Explaining How You Are Compensated For Building Your Client Base
N/A
17.8%
16.8%
Compensating You For Building Your Client Base
N/A
13.3%
Providing A Schedule That Allows You To Serve Your Client Base Training You On Activities That Will Help You Build Your Client Base
N/A N/A
25.8% 17.9%
F
23.0% 18.2%
42.2%
F
38.8%
H&R Block Office
Job Structure
Clients' Financial Well-Being
Having A Mission, Vision, And Values That Benefit Clients Keeping You Up-To-Date With Events/News From HRB FSO Providing You Timely Information To Help You Do Your Job
N/A 22.4% 15.9%
EF
F
F F
42.4% N/A
28.1%
F
25.8%
The Opportunity To Continually Learn
43.1%
48.4%
DF
45.3%
Offering A Schedule That Meets Your Needs The Ability To Get Help From Others In Your Office When You Need It
44.1% 45.1%
44.1% 44.8%
F
38.6% 42.0%
Having Adequate Office Supplies
26.5%
28.1%
The Office Being Ready For Business When Tax Season Starts
33.0%
35.8%
Providing Privacy To Serve Your Clients' Needs The Professional Atmosphere Of The Working Environment
28.5% 28.6%
30.1% 34.1%
F
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
E E
13.3%
The Teamwork With H&R Block Associates In Your Office The Amount Of Work You're Asked To Do In Relation To Your Expectations
F
D
9.1%
Building Your Client Base
Supportive to Clients and Tax Pros
Commitment Measures
Commitment
Base: Wave 1 - First Year Tax Professionals
F
27.0% 33.9% F DF
27.1% 31.3%
D
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year Tax Professionals
2007 D 1,805
2008 E 1,659
You Had Tools To Estimate Total Compensation Based On The Plan
N/A
21.4%
Compensation Plan Increased Your Desire To Obtain Higher Certification Compensation Plan Motivated You To Educate Clients About HRB Products You Understand Actions You Can Take To Influence Your Comp, Based on Plan
N/A
25.8%
24.7%
N/A
14.2%
13.5%
N/A
18.4%
18.1%
14.6%
Computer Systems
Advanc. Opps.
Compensation
Base: Wave 1 - First Year Tax Professionals
The Availability Of Advancement Opportunities
19.9%
EF
16.3%
Communicating Available Advancement Opportunities
15.6%
F
14.7%
Helping You Minimize The Taxes Your Clients Owe Helping You Focus On Your Relationship With Clients Ease Of Use Response Time For Resolving Computer Problems The Ease Of Using Appointment Manager
26.7% 25.1% 25.9% 24.8% 20.1%
Office Leader
Providing You With Support And Direction For Building Your Client Base Familiar Enough With Your Performance To Effectively Give You Feedback
N/A N/A
Discussing Your Development And Overall Performance With You Making You Feel Appreciated Effectively Resolving Client Issues Asking You For Suggestions And Listening To Your Input
37.4% N/A N/A 43.0%
EF
Demonstrating The Mission, Vision And Values Of The Company Passing Along Tax Pro Feedback To The District Manager
44.8% N/A
EF
Scheduling You For Enough Hours To Meet Your Client Demand Fostering Cooperation And Teamwork Within The Tax Office Assisting You With Specific Tax Questions You May Have By Either Answering For You Or By Telling You What Resources You Should Use Providing Feedback And Coaching To Enhance Your Delivery Of Client Experience Effectively Communicating Information From You To District Leadership Discussing Your Development And Overall Performance With You
District Manager
EF
EF
29.1% 27.5% 32.3% 19.5% 18.8%
DF
12.7% 28.7% 26.0% 27.2% 18.6% 20.9%
35.8%
34.3%
32.7% 41.8% 45.3% 33.2%
30.8% 40.9% 42.1% 31.2%
F
39.4% 36.1%
F
N/A N/A
41.1% 41.5%
F
N/A
46.4%
F
42.3%
N/A
37.1%
F
32.8%
N/A
N/A
22.5%
F
Demonstrating Mission, Vision And From Values Of Professionals The CompanyTo Field CommunicatingThe Suggestions/Feedback Tax Leadership
38.6% 17.6% 25.1%
28.2%
Asking For Suggestions And Listening To Your Input
35.9% 38.6%
F
N/A EF
F
36.6% 32.2%
F
Effectively Communicating Info From Leadership To Tax Professionals
34.8%
F
20.5% 28.1%
Fostering Cooperation And Teamwork Within The Tax Office Being Familiar Enough With Your Performance To Effectively Give You Performance Feedback
F
18.1%
30.8%
N/A
Responding To Associate Feedback
F
32.8%
Making You Feel Appreciated Effectively Resolving Associate Problems
2009 F 2,947
27.7%
26.3%
F
23.4%
32.7%
EF
24.7%
F
21.5%
41.1%
EF
33.6%
28.8%
EF
24.5%
N/A 31.8% N/A
EF
33.5% 22.7%
26.1%
F
23.0%
28.5%
F
25.6%
N/A
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
18.4%
E
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year Tax Professionals
2007 D 1,805
2008 E 1,659
N/A
24.8%
Increasing Client Retention
N/A
22.1%
Serving Your Clients' Needs
23.4%
27.5%
Asking For Referrals
N/A
26.9%
Offering Non-Tax Products And Services
N/A
20.8%
Base: Wave 1 - First Year Tax Professionals
Establishing Rapport, Building Relationships With Your Clients
Training
Using TPS To Complete Tax Returns
2009 F 2,947 24.8% 22.2% D
25.6% 27.3% 19.2%
DF
35.6%
F
21.5%
24.9%
42.7%
Indentifying Your Clients' Needs
N/A
24.3%
Recognizing And Responding To Your Clients Goals
N/A
23.9%
Knowing The Stages Of A Complete Client Experience Using Research Tools That Allow You To Find Answers To Questions And Unfamiliar Topics
N/A
24.9%
N/A
23.3%
Using Online Tools To Search For Answers To Your Questions
N/A
23.1%
21.7%
Preparing You To Use TaxWorks To Complete Tax Returns The Timeliness Of Communications About Tax Law Changes During Tax Season
N/A
23.5%
23.0%
Providing Training That Reflects The Actual Tax Office Experience Providing Training Focused On Personal Skills Necessary To Deliver Meaningful Client Experience The Value Of The Training In Relation To The Cost Providing Advanced Courses That You Look Forward To Taking
N/A
34.1%
21.0%
24.1%
N/A N/A N/A
25.4% 40.3% 36.1%
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
22.8% 24.7% F
21.0%
34.9% DF
F
21.5% 24.1% 37.2% 34.1%
D
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals With 2 or More Years at H&R Block
H&R Block Office
Job Structure
Building Your Client Base
Clients' Financial Well-Being
Supportive to Clients and Tax Pros
Overall Measures
Commitment
Base: Wave 1 - Tax Professionals with 2+ Years Tenure
COMMITTED (NET)
2007 G
2008 H
2009 I
5,534
5,515
8,980
78.4%
79.1%
FIRMLY COMMITTED
47.3%
49.4%
78.8%
LOOSELY COMMITTED
31.1%
29.7%
30.4%
VULNERABLE UNCOMMITED
15.0%
14.4%
14.3%
6.6%
6.5%
7.0%
G
48.4%
7.6%
HI
Met Your Expectations
6.2%
I
Concept Of An "Ideal" Job
6.7%
Likelihood Of Recommending H&R Block As A Place To Work
17.9%
17.6%
16.9%
Likelihood Of Recommending H&R Block For Tax Preparation Likelihood Of Working At H&R Block One Year From Now
41.3%
40.3%
42.7%
40.4%
39.1%
Overall Satisfaction (Not Included in Commitment Score)
41.1%
I
5.9%
I
4.9%
6.0%
I
4.8%
7.5%
I
6.7% H
6.4%
H
4.2%
5.7%
H
Giving Client Confidence That Taxes Have Been Prepared Accurately Supporting You For Being An Advocate For Clients Appreciating The Work That You Do Providing Timely Praise And Recognition
33.0% 19.5% 15.6% 12.9%
HI
28.5% 13.0% 10.8% 8.8%
30.5% 14.4% 11.4% 9.8%
H
Communicating That H&R Block Wants You For Next Tax Season Ease Of Applying For Work At H&R Block Having A Mission, Vision, And Values That Benefit Clients Keeping You Up-To-Date With Events/News From HRB FSO Providing You Timely Information To Help You Do Your Job
N/A N/A 26.2% N/A N/A
14.9% 32.1% 21.1% 22.6% 14.4%
15.7% 34.0% 23.5% 27.7% 19.0%
Making Clients Feel Confident About Their Financial Well-Being Clearly Communicating The Expectation To Discuss Broader Financial Needs With Your Clients Enabling You To Improve Your Clients' Financial Well-Being
21.6%
13.7%
13.8%
15.6% 12.1%
15.0% 12.4%
Preparing You To Provide Financial Advice To Your Clients Fostering Teamwork With Associates At The H&R Block Bank
15.4%
The Fairness Of Prices Given The Services Provided To Clients
N/A 18.9%
HI HI HI
HI
HI
HI HI
11.7%
12.5%
N/A
8.4%
9.8%
Providing You With The Tools You Need To Build Your Client Base
N/A
14.9%
15.9%
Explaining How You Are Compensated For Building Your Client Base Compensating You For Building Your Client Base
N/A N/A
16.2% 10.5%
16.3% 11.1%
Providing A Schedule That Allows You To Serve Your Client Base Training You On Activities That Will Help You Build Your Client Base
N/A
21.4%
N/A
15.4%
16.7%
40.7%
40.0%
The Teamwork With H&R Block Associates In Your Office The Amount Of Work You're Asked To Do In Relation To Your Expectations The Opportunity To Continually Learn
44.1%
HI
N/A 44.5%
I
H
H
H H H H
H
19.8%
21.2%
I
20.0% 46.7% 34.6%
46.8%
G
37.4%
I
42.4%
42.5%
H
G
Offering A Schedule That Meets Your Needs The Ability To Get Help From Others In Your Office When You Need It
41.3%
HI
44.8%
HI
Having Adequate Office Supplies
15.9%
15.1%
16.6%
H
The Office Being Ready For Business When Tax Season Starts
18.7%
19.1%
21.2%
GH
Providing Privacy To Serve Your Clients' Needs The Professional Atmosphere Of The Working Environment
20.5%
19.9%
19.4%
22.6%
23.7%
23.4%
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals With 2 or More Years at H&R Block
Computer Systems
Advanc. Opps.
Compensation
Base: Wave 1 - Tax Professionals with 2+ Years Tenure
Office Leader
2008 H
2009 I
5,534
5,515
8,980 I
You Had Tools To Estimate Total Compensation Based On The Plan Compensation Plan Increased Your Desire To Obtain Higher Certification Compensation Plan Motivated You To Educate Clients About HRB Products You Understand Actions You Can Take To Influence Your Comp, Based on Plan
N/A
21.4%
N/A
21.2%
20.2%
N/A
7.8%
8.7%
N/A
18.5%
18.5%
The Availability Of Advancement Opportunities
8.2%
9.4%
Communicating Available Advancement Opportunities
8.3%
8.3%
9.3%
Helping You Minimize The Taxes Your Clients Owe Helping You Focus On Your Relationship With Clients Ease Of Use Response Time For Resolving Computer Problems The Ease Of Using Appointment Manager Providing You With Support And Direction For Building Your Client Base Familiar Enough With Your Performance To Effectively Give You Feedback
G
18.8%
10.1%
G
GH
H
25.9%
29.8%
H
24.2%
H
21.9%
25.3%
H
29.3%
H
24.7%
30.1%
H
14.3%
HI
10.6%
13.0%
H
13.6%
HI
7.1%
11.8%
H
N/A N/A
32.3%
I
30.2%
36.1%
I
33.7%
30.5% 41.4% 42.2% 37.4%
I
28.6% 37.6% 38.4% 34.3%
35.8% 33.5%
I
Discussing Your Development And Overall Performance With You Making You Feel Appreciated Effectively Resolving Client Issues Asking You For Suggestions And Listening To Your Input
36.9% N/A N/A 45.4%
Demonstrating The Mission, Vision And Values Of The Company Passing Along Tax Pro Feedback To The District Manager
43.5% N/A
HI
Scheduling You For Enough Hours To Meet Your Client Demand Fostering Cooperation And Teamwork Within The Tax Office
N/A N/A
40.4% 40.6%
I
N/A
39.8%
I
35.5%
N/A
31.8%
I
29.2%
N/A
N/A
Effectively Communicating Information From You To District Leadership
H
28.7%
HI
Assisting You With Specific Tax Questions You May Have By Either Answering For You Or By Telling You What Resources You Should Use Providing Feedback And Coaching To Enhance Your Delivery Of Client Experience
District Manager
2007 G
HI
HI
Discussing Your Development And Overall Performance With You Making You Feel Appreciated
19.6% N/A
Effectively Communicating Info From Leadership To Tax Professionals Effectively Resolving Associate Problems Asking For Suggestions And Listening To Your Input
N/A 23.9% 27.5%
Demonstrating The Mission, Vision And Values Of The Company Communicating Suggestions/Feedback From Tax Professionals To Field Leadership Responding To Associate Feedback Fostering Cooperation And Teamwork Within The Tax Office Being Familiar Enough With Your Performance To Effectively Give You Performance Feedback
35.4%
HI
29.7%
23.6% N/A 23.6%
HI
18.9% 20.6% 22.7%
N/A
HI HI
I
16.3% 22.6% 22.1% 19.9% 21.5%
N/A
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
I I I
I
I
34.3% 30.7% 35.9% 36.9%
34.8% I I
I I
14.9% 20.0% 21.8% 17.9% 18.7% 29.2%
I I I
17.6% 18.5% 20.0% 16.7%
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals With 2 or More Years at H&R Block Base: Wave 1 - Tax Professionals with 2+ Years Tenure
2008 H
2009 I
5,534
5,515
8,980
Establishing Rapport, Building Relationships With Your Clients
N/A
23.1%
24.7%
H
Increasing Client Retention
N/A
20.5%
21.8%
H
Serving Your Clients' Needs
24.7%
23.5%
25.3%
H
Asking For Referrals
N/A
25.9%
27.4%
H
Offering Non-Tax Products And Services
N/A
16.8%
18.5%
H
36.4%
GH
Using TPS To Complete Tax Returns
Training
2007 G
G
25.7%
34.1%
Indentifying Your Clients' Needs
N/A
20.8%
22.2%
H
Recognizing And Responding To Your Clients Goals
N/A
20.2%
21.6%
H
Knowing The Stages Of A Complete Client Experience Using Research Tools That Allow You To Find Answers To Questions And Unfamiliar Topics
N/A
24.4%
26.2%
H
N/A
20.9%
22.1%
H
Using Online Tools To Search For Answers To Your Questions
N/A
20.5%
22.1%
H
Preparing You To Use TaxWorks To Complete Tax Returns The Timeliness Of Communications About Tax Law Changes During Tax Season
N/A
8.4%
11.0%
H
N/A
26.7%
29.0%
H
Providing Training That Reflects The Actual Tax Office Experience Providing Training Focused On Personal Skills Necessary To Deliver Meaningful Client Experience
18.6%
18.5%
18.7%
N/A
20.0%
21.7%
N/A
40.2%
40.5%
N/A
29.3%
29.2%
The Value Of The Training In Relation To The Cost Providing Advanced Courses That You Look Forward To Taking
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
H
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year H&R Block Tax Professional vs. Those With 2+ Years of Experience Commitment
Base: Total Respondents
COMMITTED (NET) FIRMLY COMMITTED LOOSELY COMMITTED VULNERABLE UNCOMMITED
Overall Measures
The Fairness Of Prices Given The Services Provided To Clients
H&R Block Office
Job Structure
Building Your Client Base
Client's Financial Well-Being
Met Your Expectations
Supportive to Clients and Tax Pros
Overall Satisfaction (Not Included in Commitment Score) Concept Of An "Ideal" Job Likelihood Of Recommending H&R Block As A Place To Work Likelihood Of Recommending H&R Block For Tax Preparation Likelihood Of Working At H&R Block One Year From Now
Giving Client Confidence That Taxes Have Been Prepared Accurately Supporting You For Being An Advocate For Clients Appreciating The Work That You Do Providing Timely Praise And Recognition Communicating That H&R Block Wants You For Next Tax Season Ease Of Applying For Work At H&R Block Having A Mission, Vision, And Values That Benefit Clients Keeping You Up-To-Date With Events/News From HRB FSO Providing You Timely Information To Help You Do Your Job Making Clients Feel Confident About Their Financial Well-Being Clearly Communicating The Expectation To Discuss Broader Financial Needs With Your Clients Enabling You To Improve Your Clients' Financial Well-Being Preparing You To Provide Financial Advice To Your Clients Fostering Teamwork With Associates At The H&R Block Bank Providing You With The Tools You Need To Build Your Client Base Explaining How You Are Compensated For Building Your Client Base Compensating You For Building Your Client Base Providing A Schedule That Allows You To Serve Your Client Base Training You On Activities That Will Help You Build Your Client Base The Teamwork With H&R Block Associates In Your Office The Amount Of Work You're Asked To Do In Relation To Your Expectations The Opportunity To Continually Learn Offering A Schedule That Meets Your Needs The Ability To Get Help From Others In Your Office When You Need It Having Adequate Office Supplies The Office Being Ready For Business When Tax Season Starts Providing Privacy To Serve Your Clients' Needs The Professional Atmosphere Of The Working Environment
2009 TP1 J 2,947
2009 TP2+ K 8,980
78.4% 49.8% 28.5% 13.8% 7.9%
78.8% 48.4% 30.4% 14.3% 7.0%
12.4% 9.0% 9.1% 20.7% 38.0% 37.6%
K
10.1% 31.8% 22.3% 20.7% 18.2% 20.6% 37.4% 32.1% 36.3% 26.7%
K
18.5%
K
13.8%
17.8% 15.8% 14.4% 17.5%
K
15.0% 12.4% 12.5% 9.8%
18.5% 16.8% 13.3% 23.0% 18.2%
K
38.8% 25.8% 45.3% 38.6% 42.0% 27.0% 33.9% 27.1% 31.3%
K K K
K K K K K K K K
K K K
K K K
K
K
K K K K
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
4.9% 4.8% 6.7% 16.9% 42.7% 39.1% 5.7% 30.5% 14.4% 11.4% 9.8% 15.7% 34.0% 23.5% 27.7% 19.0%
15.9% 16.3% 11.1% 19.8% 16.7% 40.0% 20.0% 46.7% 34.6% 42.5% 16.6% 21.2% 19.4% 23.4%
J
J
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year H&R Block Tax Professional vs. Those With 2+ Years of Experience
Computer Systems
Advanc. Opps.
Compensation
Base: Total Respondents
You Had Tools To Estimate Total Compensation Based On The Plan
18.1%
18.8%
Compensation Plan Increased Your Desire To Obtain Higher Certification
24.7%
Compensation Plan Motivated You To Educate Clients About HRB Products
13.5%
K
You Understand Actions You Can Take To Influence Your Comp, Based on Plan
18.1%
The Availability Of Advancement Opportunities
14.6%
K
10.1%
Communicating Available Advancement Opportunities
12.7%
K
9.3%
Helping You Minimize The Taxes Your Clients Owe
28.7% 26.0% 27.2% 18.6% 20.9%
Helping You Focus On Your Relationship With Clients Ease Of Use Response Time For Resolving Computer Problems The Ease Of Using Appointment Manager
Familiar Enough With Your Performance To Effectively Give You Feedback Discussing Your Development And Overall Performance With You Making You Feel Appreciated
Office Leader
2009 TP2+ K 8,980
K
Providing You With Support And Direction For Building Your Client Base
Effectively Resolving Client Issues Asking You For Suggestions And Listening To Your Input Demonstrating The Mission, Vision And Values Of The Company Passing Along Tax Pro Feedback To The District Manager Scheduling You For Enough Hours To Meet Your Client Demand Fostering Cooperation And Teamwork Within The Tax Office Assisting You With Specific Tax Questions You May Have By Either Answering For You Or By Telling You What Resources You Should Use
30.8% 34.3% 30.8% 40.9% 42.1% 31.2% 36.6% 32.2% 35.9% 38.6%
20.2% 8.7% 18.5%
K K
K K K
K
K
29.8% 25.3% 30.1% 13.0% 11.8% 30.2% 33.7% 28.6% 37.6% 38.4% 34.3% 34.3% 30.7% 35.9% 36.9%
42.3%
K
35.5%
Providing Feedback And Coaching To Enhance Your Delivery Of Client Experience Effectively Communicating Information From You To District Leadership
32.8% 38.6%
K
29.2% 34.8%
Discussing Your Development And Overall Performance With You
17.6% 25.1% 27.7% 23.4% 21.5% 33.5% 22.7% 23.0% 25.6%
K
18.4%
K
Making You Feel Appreciated
District Manager
2009 TP1 J 2,947
Effectively Communicating Info From Leadership To Tax Professionals Effectively Resolving Associate Problems Asking For Suggestions And Listening To Your Input Demonstrating The Mission, Vision And Values Of The Company Communicating Suggestions/Feedback From Tax Professionals To Field Leadership Responding To Associate Feedback Fostering Cooperation And Teamwork Within The Tax Office Being Familiar Enough With Your Performance To Effectively Give You Performance Feedback
K
K K K K K K K K
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
14.9% 20.0% 21.8% 17.9% 18.7% 29.2% 17.6% 18.5% 20.0% 16.7%
J
J
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores First Year H&R Block Tax Professional vs. Those With 2+ Years of Experience Base: Total Respondents
Establishing Rapport, Building Relationships With Your Clients Increasing Client Retention Serving Your Clients' Needs Asking For Referrals Offering Non-Tax Products And Services Using TPS To Complete Tax Returns
Training
Indentifying Your Clients' Needs Recognizing And Responding To Your Clients Goals Knowing The Stages Of A Complete Client Experience Using Research Tools That Allow You To Find Answers To Questions And Unfamiliar Topics Using Online Tools To Search For Answers To Your Questions Preparing You To Use TaxWorks To Complete Tax Returns The Timeliness Of Communications About Tax Law Changes During Tax Season Providing Training That Reflects The Actual Tax Office Experience Providing Training Focused On Personal Skills Necessary To Deliver Meaningful Client Experience The Value Of The Training In Relation To The Cost Providing Advanced Courses That You Look Forward To Taking
2009 TP1 J 2,947
2009 TP2+ K 8,980
24.8% 22.2% 25.6% 27.3% 19.2% 35.6% 22.8% 21.5% 24.7%
24.7% 21.8% 25.3% 27.4% 18.5% 36.4% 22.2% 21.6% 26.2%
21.0% 21.7% 23.0%
22.1% 22.1% 11.0%
K
34.9% 21.5%
K
24.1% 37.2% 34.1%
K
K
K
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
29.0% 18.7% 21.7% 40.5% 29.2%
J
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals By Year And Tenure With H&R Block Base: Total Respondents
Commitment
COMMITTED (NET) FIRMLY COMMITTED
Overall Measures Supportive to Clients and Tax Pros Clients' Financial Well-Being
Building Your Client Base
2008 TP1 M 1,659
75.9%
78.4%
48.0%
50.2%
LOOSELY COMMITTED
27.8%
VULNERABLE
14.6%
UNCOMMITED
9.5%
MNOPQ
O
2009 TP1 N 2,947 78.4%
L
78.4%
49.8%
O
47.3%
28.3%
28.5%
13.9%
13.8%
7.7%
2007 TP2+ O 5,534
7.9%
31.1%
L
LMN
2008 TP2+ P 5,515
2009 TP2+ Q 8,980
79.1%
L
78.8%
49.4%
O
48.4%
29.7%
30.4%
15.0%
14.4%
14.3%
OP
6.6%
6.5%
7.0%
Overall Satisfaction (Not Included in Commitment Score)
14.9%
NOPQ
16.0%
NOPQ
12.4%
OPQ
7.6%
PQ
5.9%
Q
4.9%
Met Your Expectations
11.3%
NOPQ
11.5%
NOPQ
9.0%
OPQ
6.2%
Q
6.0%
Q
4.8%
10.1%
OPQ
10.7%
NOPQ
9.1%
OPQ
6.7%
7.5%
Q
6.7%
21.4%
OPQ
22.3%
OPQ
20.7%
OPQ
17.9%
Concept Of An "Ideal" Job Likelihood Of Recommending H&R Block As A Place To Work
17.6%
Likelihood Of Recommending H&R Block For Tax Preparation
35.9%
37.3%
38.0%
41.3%
LMN
Likelihood Of Working At H&R Block One Year From Now
37.8%
38.9%
37.6%
41.1%
LNQ
The Fairness Of Prices Given The Services Provided To Clients
14.1%
MNOPQ
10.0%
OPQ
10.1%
OPQ
Giving Client Confidence That Taxes Have Been Prepared Accurately
32.1%
P
32.2%
P
31.8%
P
33.0%
Supporting You For Being An Advocate For Clients
26.3%
MNOPQ
22.6%
OPQ
22.3%
OPQ
Appreciating The Work That You Do
26.8%
MNOPQ
22.5%
OPQ
20.7%
Providing Timely Praise And Recognition
23.1%
MNOPQ
19.4%
OPQ
LMN
16.9%
40.3%
LMN
42.7%
40.4%
LN
39.1%
LMNP
4.2%
5.7%
P
PQ
28.5%
30.5%
P
19.5%
PQ
13.0%
14.4%
P
OPQ
15.6%
PQ
10.8%
11.4%
18.2%
OPQ
12.9%
PQ
8.8%
9.8%
6.4%
P
L
P
Communicating That H&R Block Wants You For Next Tax Season
N/A
22.7%
PQ
20.6%
PQ
N/A
14.9%
15.7%
Ease Of Applying For Work At H&R Block
N/A
37.5%
PQ
37.4%
PQ
N/A
32.1%
34.0%
P
30.8%
OPQ
32.1%
OPQ
21.1%
23.5%
P
Having A Mission, Vision, And Values That Benefit Clients
33.7%
MOPQ
26.2%
PQ
Keeping You Up-To-Date With Events/News From HRB FSO
N/A
33.8%
PQ
36.3%
MPQ
N/A
22.6%
27.7%
P
Providing You Timely Information To Help You Do Your Job
N/A
24.2%
PQ
26.7%
MPQ
N/A
14.4%
19.0%
P
21.2%
NPQ
18.5%
PQ
13.7%
13.8%
20.6%
NPQ
17.8%
PQ
19.1%
NPQ
15.8%
PQ
17.4%
NOPQ
14.4%
PQ
17.5%
PQ
18.5%
PQ
Making Clients Feel Confident About Their Financial Well-Being Clearly Communicating The Expectation To Discuss Broader Financial Needs With Your Clients Enabling You To Improve Your Clients' Financial Well-Being Preparing You To Provide Financial Advice To Your Clients
24.9%
MNOPQ
N/A
22.4%
MNOPQ
15.9%
PQ
Fostering Teamwork With Associates At The H&R Block Bank
N/A
17.7%
PQ
Providing You With The Tools You Need To Build Your Client Base
N/A
19.0%
PQ
Explaining How You Are Compensated For Building Your Client Base
N/A
17.8%
Compensating You For Building Your Client Base Providing A Schedule That Allows You To Serve Your Client Base Training You On Activities That Will Help You Build Your Client Base
The Teamwork With H&R Block Associates In Your Office Job Structure
2007 TP1 L 1,805
The Amount Of Work You're Asked To Do In Relation To Your Expectations
13.3% 25.8%
NPQ
N/A
17.9%
P
N
42.2%
N
38.8%
N/A
28.1%
NPQ
25.8%
48.4%
LNO
45.3%
44.1%
NOPQ
38.6%
44.8%
NPQ
N/A N/A
42.4%
The Opportunity To Continually Learn
43.1%
Offering A Schedule That Meets Your Needs
44.1%
NOPQ
45.1%
NPQ
The Ability To Get Help From Others In Your Office When You Need It
16.8% PQ
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
21.6%
NPQ
15.6%
15.0%
18.9%
NPQ
12.1%
12.4%
15.4%
PQ
11.7%
12.5%
N/A
8.4%
9.8%
N/A
14.9%
15.9%
N/A
16.2%
16.3%
N/A
10.5%
N/A
13.3%
PQ
23.0%
PQ
N/A
21.4%
18.2%
PQ
N/A
15.4%
42.0%
44.1% PQ
NPQ
N/A
44.5% Q
11.1% Q
19.8% 16.7%
40.7%
N
40.0%
21.2%
Q
20.0%
46.8%
LO
46.7%
Q
34.6%
41.3%
NPQ
37.4%
44.8%
NPQ
42.4%
P
42.5%
P
LO
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals By Year And Tenure With H&R Block
H&R Block Office
Base: Total Respondents
Compensation Advanc. Opps. Computer Systems
2009 TP1 N 2,947
2007 TP2+ O 5,534
2008 TP2+ P 5,515
2009 TP2+ Q 8,980
26.5%
OPQ
28.1%
OPQ
27.0%
OPQ
15.9%
15.1%
16.6%
P
The Office Being Ready For Business When Tax Season Starts
33.0%
OPQ
35.8%
OPQ
33.9%
OPQ
18.7%
19.1%
21.2%
OP
Providing Privacy To Serve Your Clients' Needs
28.5%
OPQ
30.1%
NOPQ
27.1%
OPQ
20.5%
19.9%
19.4%
28.6%
OPQ
34.1%
LNOPQ
31.3%
LOPQ
22.6%
23.7%
23.4%
21.4%
NQ
18.1%
25.8%
PQ
N/A
14.2%
PQ
N/A
18.4%
You Had Tools To Estimate Total Compensation Based On The Plan Compensation Plan Increased Your Desire To Obtain Higher Certification Compensation Plan Motivated You To Educate Clients About HRB Products You Understand Actions You Can Take To Influence Your Comp, Based on Plan
N/A N/A
NQ
N/A
21.4%
24.7%
PQ
N/A
21.2%
20.2%
13.5%
PQ
N/A
7.8%
8.7%
N/A
18.5%
18.5%
18.1%
P
19.9%
MNOPQ
16.3%
OPQ
14.6%
OPQ
8.2%
9.4%
Communicating Available Advancement Opportunities
15.6%
NOPQ
14.7%
NOPQ
12.7%
OPQ
8.3%
8.3%
9.3%
OP
Helping You Minimize The Taxes Your Clients Owe
26.7%
29.1%
P
28.7%
P
28.7%
P
25.9%
29.8%
LP
Helping You Focus On Your Relationship With Clients
25.1%
27.5%
OPQ
26.0%
P
24.2%
P
21.9%
25.3%
P
Ease Of Use
25.9%
32.3%
LNOPQ
27.2%
P
29.3%
LNP
24.7%
30.1%
LNP
Response Time For Resolving Computer Problems
24.8%
MNOPQ
19.5%
OPQ
18.6%
OPQ
14.3%
PQ
10.6%
13.0%
P
The Ease Of Using Appointment Manager
20.1%
OPQ
18.8%
OPQ
20.9%
MOPQ
13.6%
PQ
7.1%
11.8%
P
32.8%
Q
30.8%
Familiar Enough With Your Performance To Effectively Give You Feedback Discussing Your Development And Overall Performance With You
P
N/A N/A
37.4%
MNPQ
35.8%
N/A
34.3%
N/A
32.7%
PQ
30.8%
Q
36.9%
MNPQ
O
18.8%
The Availability Of Advancement Opportunities
Providing You With Support And Direction For Building Your Client Base
Office Leader
2008 TP1 M 1,659
Having Adequate Office Supplies
The Professional Atmosphere Of The Working Environment
10.1%
32.3%
Q
30.2%
36.1%
Q
33.7%
30.5%
Q
28.6%
Making You Feel Appreciated
N/A
41.8%
Q
40.9%
Q
N/A
41.4%
Q
37.6%
Effectively Resolving Client Issues
N/A
45.3%
NPQ
42.1%
Q
N/A
42.2%
Q
38.4%
Asking You For Suggestions And Listening To Your Input
43.0%
MNPQ
33.2%
Demonstrating The Mission, Vision And Values Of The Company
44.8%
MNPQ
39.4%
NPQ
36.1%
NPQ
35.9%
Passing Along Tax Pro Feedback To The District Manager
N/A
31.2% 36.6%
Q
32.2%
45.4%
MNPQ
37.4%
MNQ
34.3%
43.5%
MNPQ
35.8%
Q
34.3%
33.5%
Q
30.7%
N/A
40.4%
NQ
35.9%
N/A
Scheduling You For Enough Hours To Meet Your Client Demand
N/A
41.1%
NQ
Fostering Cooperation And Teamwork Within The Tax Office Assisting You With Specific Tax Questions You May Have By Either Answering For You Or By Telling You What Resources You Should Use Providing Feedback And Coaching To Enhance Your Delivery Of Client Experience
N/A
41.5%
NQ
38.6%
Q
N/A
40.6%
NQ
36.9%
N/A
46.4%
NPQ
42.3%
PQ
N/A
39.8%
Q
35.5%
N/A
37.1%
NPQ
32.8%
Q
N/A
31.8%
Q
29.2%
38.6%
Q
N/A
Effectively Communicating Information From You To District Leadership
Discussing Your Development And Overall Performance With You
District Manager
2007 TP1 L 1,805
N/A
22.5%
NOPQ
N/A
20.5%
NPQ
17.6%
Q
19.6%
NPQ
N/A
16.3%
Q
14.9%
Q
20.0%
Making You Feel Appreciated
N/A
28.1%
NPQ
25.1%
PQ
N/A
22.6%
Effectively Communicating Info From Leadership To Tax Professionals
N/A
28.2%
PQ
27.7%
PQ
N/A
22.1%
26.3%
NOPQ
23.4%
PQ
Effectively Resolving Associate Problems Asking For Suggestions And Listening To Your Input Demonstrating The Mission, Vision And Values Of The Company Communicating Suggestions/Feedback From Tax Professionals To Field Leadership Responding To Associate Feedback Fostering Cooperation And Teamwork Within The Tax Office
34.8%
MNOPQ
32.7%
MNOPQ
24.7%
NPQ
21.5%
Q
41.1%
MNOPQ
33.6%
PQ
33.5%
PQ
28.8%
MNOPQ
24.5%
PQ
22.7%
PQ
26.1%
NPQ
23.0%
PQ
28.5%
NOPQ
25.6%
OPQ
N/A
31.8%
MNOPQ
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
34.8%
21.8%
23.9%
PQ
19.9%
Q
27.5%
MNPQ
21.5%
Q
35.4%
PQ
29.7%
23.6%
PQ
18.9%
Q
17.6%
20.6%
Q
18.5%
22.7%
Q
20.0%
N/A
23.6%
Q
17.9% 18.7% 29.2%
O
N
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals By Year And Tenure With H&R Block Base: Total Respondents
Being Familiar Enough With Your Performance To Effectively Give You Performance Feedback
2007 TP1 L 1,805
2008 TP1 M 1,659
N/A
N/A
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
2009 TP1 N 2,947 18.4%
Q
2007 TP2+ O 5,534
2008 TP2+ P 5,515
N/A
N/A
2009 TP2+ Q 8,980 16.7%
2009 Tax Professional Satisfaction Survey Wave 1 Summary - Top Box Scores Tax Professionals By Year And Tenure With H&R Block Base: Total Respondents
2008 TP1 M 1,659
2009 TP1 N 2,947
2007 TP2+ O 5,534
2008 TP2+ P 5,515
2009 TP2+ Q 8,980
Establishing Rapport, Building Relationships With Your Clients
N/A
24.8%
24.8%
P
N/A
23.1%
24.7%
P
Increasing Client Retention
N/A
22.1%
22.2%
P
N/A
20.5%
21.8%
P
25.6%
P
23.5%
25.3%
P
N/A
25.9%
27.4%
P
N/A
16.8%
18.5%
P
36.4%
LOP
Serving Your Clients' Needs
23.4%
27.5%
LOPQ
Asking For Referrals
N/A
26.9%
Offering Non-Tax Products And Services
N/A
20.8%
PQ
19.2%
P
42.7%
LNOPQ
35.6%
LO
P
Using TPS To Complete Tax Returns
Training
2007 TP1 L 1,805
24.9%
27.3%
Indentifying Your Clients' Needs
N/A
24.3%
PQ
22.8%
Recognizing And Responding To Your Clients Goals
N/A
23.9%
NPQ
Knowing The Stages Of A Complete Client Experience Using Research Tools That Allow You To Find Answers To Questions And Unfamiliar Topics
N/A
24.9%
N/A
23.3%
Using Online Tools To Search For Answers To Your Questions
N/A
Preparing You To Use TaxWorks To Complete Tax Returns The Timeliness Of Communications About Tax Law Changes During Tax Season
24.7%
25.7%
34.1%
LO
N/A
20.8%
22.2%
P
21.5%
N/A
20.2%
21.6%
P
24.7%
N/A
24.4%
26.2%
P
NP
21.0%
N/A
20.9%
22.1%
P
23.1%
P
21.7%
N/A
20.5%
22.1%
P
N/A
23.5%
PQ
23.0%
PQ
N/A
8.4%
11.0%
P
N/A
34.1%
PQ
34.9%
PQ
N/A
26.7%
29.0%
P
24.1%
LNOPQ
21.5%
OPQ
18.5%
18.7%
N/A
25.4%
PQ
24.1%
PQ
N/A
20.0%
21.7%
P
The Value Of The Training In Relation To The Cost
N/A
40.3%
N
37.2%
N/A
40.2%
40.5%
N
Providing Advanced Courses That You Look Forward To Taking
N/A
36.1%
PQ
34.1%
N/A
29.3%
Providing Training That Reflects The Actual Tax Office Experience Providing Training Focused On Personal Skills Necessary To Deliver Meaningful Client Experience
21.0%
OPQ
NOTE: Superscripted letters indicate statistically significant differences compared to the column indicated, at the 90% confidence level.
PQ
18.6%
N
29.2%
Change 2007 Wave from 2008 1 to 2009
2009 Wave 1
2008 Wave 1
6.88 7.01 6.47 7.09 8.43 8.03
6.87 6.86 6.37 7.06 8.38 8.02
2007 Total
2006 Total
-0.19 -0.21 -0.04 -0.05 0.07 -0.01
13,415 7.04 7.18 6.63 7.26 8.47 8.24
10,345 7.01 6.98 6.49 7.22 8.45 8.23
977 6.54 6.55 6.11 6.73 8.01 7.63
0.03 0.20 0.14 0.04 0.02 0.01
Overall Measures
Sample Size
Supportive to Clients
Change from 2007 to 2008
2008 Total
2a 2b 2c 2d 2e 2f
Satisfaction
Met Expectations Proximity to Ideal Intent to Recommend Employment Intent to Recommend Tax Prep Intent to Return
6.69 6.80 6.43 7.04 8.50 8.02
3b 3c 3e 3a 3d
Ability to get help from others in the office when needed Clients confident about finances Supporting you for being advocate Fairness of client prices Client confidence in accuracy
8.44 7.59 7.18 6.90 8.64
8.45 7.52 7.00 5.96 8.51
8.49 8.52 7.36 6.12 8.52
-0.01 0.07 0.18 0.94 0.13
8.47 7.56 7.15 5.99 8.54
8.53 7.93 7.49 6.12 8.51
8.22 7.31 6.75 5.52 8.16
-0.06 -0.37 -0.34 -0.13 0.03
3f 3i 3j 9c
Appreciating your work Timely praise/recognition Enabling you to improve clients' finances Mission/vision benefits clients
6.71 6.55 7.39 8.08
6.62 6.35 7.35 7.92
6.79 6.47 7.65 8.00
0.09 0.20 0.04 0.16
6.79 6.56 7.38 7.98
6.91 6.62 7.69 8.05
6.22 5.80 6.97 7.30
-0.12 -0.06 -0.31 -0.07
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