38
NPS
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TurboTax
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About TurboTax's Brand
TurboTax is the #1 best-selling tax software.
Brand at a Glance
86%
Customer Loyalty
3.9/5
Product Quality
3.7/5
Pricing
3.7/5
Customer Service
TurboTax NPS
TurboTax's Net Promoter Score (NPS) is a 38 with 61% Promoters, 16% Passives, and 23% Detractors. Net Promoter Score tracks whether TurboTax's customers would recommend using the product based on a scale of -100 to 100.
TurboTax Overall NPS
| 61% | Promoters |
|---|---|
| 16% | Passives |
| 23% | Detractors |
TurboTax NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2023 40 | Jul 2023 | 40 |
Aug 2023 40 | Aug 2023 | 40 |
Dec 2023 42 | Dec 2023 | 42 |
Jan 2024 41 | Jan 2024 | 41 |
Feb 2024 40 | Feb 2024 | 40 |
Mar 2024 39 | Mar 2024 | 39 |
Apr 2024 38 | Apr 2024 | 38 |
Sep 2024 38 | Sep 2024 | 38 |
Dec 2024 40 | Dec 2024 | 40 |
Jan 2025 38 | Jan 2025 | 38 |
Mar 2025 39 | Mar 2025 | 39 |
Apr 2025 37 | Apr 2025 | 37 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
TurboTax NPS by Gender
Female customers rated TurboTax's NPS 12 points higher than Male customers.
Male
16
TurboTax's NPS was rated 16 by Male customers on Comparably.
55%
Promoters
6%
Passives
39%
Detractors
Female
28
TurboTax's NPS was rated 28 by Female customers on Comparably.
55%
Promoters
18%
Passives
27%
Detractors
TurboTax NPS by Ethnicity
TurboTax's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 0 | Caucasian | 0 |
Other 50 | Other | 50 |
TurboTax NPS by Age
TurboTax's NPS was rated the highest by customers ages 56-60, and the lowest by customers ages 61-65.
TurboTax NPS by Usage
TurboTax's NPS was rated the highest by customers who have used TurboTax's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 34 | 1 to 2 Years | 34 |
2 to 5 Years 0 | 2 to 5 Years | 0 |
5 to 10 Years -20 | 5 to 10 Years | -20 |
Over 10 Years 49 | Over 10 Years | 49 |
TurboTax Customer Reviews
Out of the 6 TurboTax customer reviews 4 were positive and 2 were constructive. TurboTax customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
TurboTax Customer Loyalty
86%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
86% of TurboTax users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
TurboTax Customer Loyalty Score by Gender
Female customers rated TurboTax's Customer Loyalty score 12% higher than Male customers.
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Male
80%
Yes
Female
92%
Yes
TurboTax Customer Loyalty Score by Ethnicity
TurboTax's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of TurboTax.
82
out of 100
Caucasian
100
out of 100
Other
TurboTax Customer Loyalty Score by Age
TurboTax's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of TurboTax.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 78% | 18-25 | 78% |
31-35 100% | 31-35 | 100% |
41-45 85% | 41-45 | 85% |
56-60 70% | 56-60 | 70% |
61-65 70% | 61-65 | 70% |
66+ 82% | 66+ | 82% |
TurboTax Customer Loyalty Score by Usage
TurboTax's Customer Loyalty score was rated the highest by customers who have used TurboTax's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
TurboTax Customer Loyalty Score by Industry
TurboTax's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Banking and Financial Services industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
TurboTax Product Quality
3.9/5
TurboTax has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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TurboTax Product Information
TurboTax’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated TurboTax's product the highest. Reviewers from the Tech industry rated TurboTax the lowest at 3.1.
- Website
- https://www.turbotax.com
- Company Size
- 5,001-10,000 Employees
Industry
Tech
FinTech
Quick Insights into TurboTax Product Quality
TurboTax's Product Quality score was rated highest by Other customers, and rated lowest by customers who have used TurboTax's products/services for 5 to 10 Years.
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Ranked TurboTax Product Quality the Highest
Ranked TurboTax Product Quality the Lowest
TurboTax Product Quality Score by Gender
Female customers rated TurboTax's Product Quality score 0.2 stars higher than Male customers.
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Male
3.8/5
Female
4/5
TurboTax Product Quality Score by Ethnicity
TurboTax's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of TurboTax.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.7 | Caucasian | 3.7 |
Other 4.7 | Other | 4.7 |
TurboTax Product Quality Score by Age
TurboTax's Product Quality score was rated the highest by customers ages 56-60, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of TurboTax.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3 | 18-25 | 3 |
31-35 3.6 | 31-35 | 3.6 |
41-45 3.8 | 41-45 | 3.8 |
56-60 4.6 | 56-60 | 4.6 |
61-65 4 | 61-65 | 4 |
66+ 3.6 | 66+ | 3.6 |
TurboTax Product Quality Score by Usage
TurboTax's Product Quality score was rated the highest by customers who have used TurboTax's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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TurboTax Product Quality Score by Industry
TurboTax's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
TurboTax Pricing
TurboTax ROI & Value For Money
3.7/5
TurboTax has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
Sign Up to unlock TurboTax's overall ROI score rated by its users and customers.
TurboTax Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Accounting industry. The users from the Tech industry think that they had the lowest ROI from TurboTax.
Quick Insights into TurboTax ROI
TurboTax's ROI score was rated highest by customers ages 56-60, and rated lowest by customers from the Tech industry.
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Ranked TurboTax ROI the Highest
Ranked TurboTax ROI the Lowest
TurboTax ROI Score by Gender
Female customers rated TurboTax's ROI score 0.5 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of TurboTax.
Male
3.2/5
Female
3.7/5
TurboTax ROI Score by Ethnicity
TurboTax's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of TurboTax.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.1 | Caucasian | 3.1 |
Other 4.1 | Other | 4.1 |
TurboTax ROI Score by Age
TurboTax's ROI score was rated the highest by customers ages 56-60, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full ROI by Age data of TurboTax.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.2 | 18-25 | 2.2 |
31-35 3 | 31-35 | 3 |
41-45 3.7 | 41-45 | 3.7 |
56-60 4.6 | 56-60 | 4.6 |
61-65 2.5 | 61-65 | 2.5 |
66+ 3.4 | 66+ | 3.4 |
TurboTax ROI Score by Usage
TurboTax's ROI score was rated the highest by customers who have used TurboTax's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
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TurboTax ROI Score by Industry
TurboTax's ROI score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
TurboTax Customer Satisfaction (CSAT)
TurboTax Customer Satisfaction (CSAT) Score
75 / 100
TurboTax has an overall Customer Satisfaction score of 75 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
40%
Satisfied
35%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
7%
Very Dissatisfied
9%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into TurboTax Customer Satisfaction
TurboTax's Customer Satisfaction score was rated highest by customers ages 56-60, and rated lowest by customers ages 18-25.
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Ranked TurboTax Customer Satisfaction the Highest
Ranked TurboTax Customer Satisfaction the Lowest
TurboTax Customer Satisfaction Score by Gender
Female customers rated TurboTax's Customer Satisfaction score 7 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of TurboTax.
67 / 100
MaleVery Satisfied | 54% | |
|---|---|---|
Satisfied | 13% | |
Neither Satisfied nor Dissatisfied | 13% | |
Dissatisfied | 13% | |
Very Dissatisfied | 7% |
74 / 100
FemaleVery Satisfied | 50% | |
|---|---|---|
Satisfied | 24% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 13% | |
Very Dissatisfied | 13% |
TurboTax Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
TurboTax's Customer Satisfaction (CSAT) score was rated 56% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of TurboTax.
56 / 100
Very Satisfied
50%
Satisfied
6%
Neither Satisfied nor Dissatisfied
19%
Dissatisfied
19%
Very Dissatisfied
6%
CSAT according to Other
TurboTax's Customer Satisfaction (CSAT) score was rated 100% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of TurboTax.
100 / 100
Very Satisfied
67%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
TurboTax Customer Satisfaction Score by Age
TurboTax's Customer Satisfaction score was rated the highest by customers ages 56-60, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of TurboTax.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 25% | |||||||||||||||
| 31-35 | 67% | |||||||||||||||
| 41-45 | 60% | |||||||||||||||
| 56-60 | 100% | |||||||||||||||
| 66+ | 75% |
TurboTax Customer Satisfaction Score by Usage
TurboTax's Customer Satisfaction score was rated the highest by customers who have used TurboTax's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
TurboTax Customer Satisfaction Score by Industry
TurboTax's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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}TurboTax Customer Service
3.7/5
TurboTax has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
Sign Up to unlock TurboTax's overall Customer Service score rated by its users and customers.
About TurboTax's Customer Service
Address
25 Division Street Suite 205, San Francisco, CA 94103
Website
https://www.turbotax.com
Phone Number
415-968-9369
Quick Insights into TurboTax Customer Service
TurboTax's Customer Service score was rated highest by customers ages 56-60, and rated lowest by customers from the Tech industry.
Sign Up to unlock insights into how customers have ranked TurboTax's Customer Service score.
Ranked TurboTax Customer Service the Highest
Ranked TurboTax Customer Service the Lowest
TurboTax Customer Service Score by Gender
Female customers rated TurboTax's Customer Service score 0.6 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of TurboTax.
Male
3.1/5
Female
3.7/5
TurboTax Customer Service Score by Ethnicity
TurboTax's Customer Service score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of TurboTax.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3 | Caucasian | 3 |
Other 4.4 | Other | 4.4 |
TurboTax Customer Service Score by Age
TurboTax's Customer Service score was rated the highest by customers ages 56-60, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of TurboTax.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 1.9 | 18-25 | 1.9 |
31-35 3.2 | 31-35 | 3.2 |
41-45 3.7 | 41-45 | 3.7 |
56-60 4.6 | 56-60 | 4.6 |
61-65 2.3 | 61-65 | 2.3 |
66+ 3.2 | 66+ | 3.2 |
TurboTax Customer Service Score by Usage
TurboTax's Customer Service score was rated the highest by customers who have used TurboTax's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
TurboTax Customer Service Score by Industry
TurboTax's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
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TurboTax as an Employer
Consumer vs. Employees
TurboTax scored a 38 for Net Promoter Score and a 29 for Employee Net Promoter Score. NPS gauges how likely a customer of TurboTax would recommend the brand to a friend. ENPS measures how likely TurboTax employees would recommend working at TurboTax to a friend.
Net Promoter Score
38
NPS Score
| 61% | Promoters |
|---|---|
| 16% | Passive |
| 23% | Detractors |
Employee Net Promoter Score
29
eNPS Score
| 59% | Promoters |
|---|---|
| 11% | Passive |
| 30% | Detractors |
