Case Study: H&R Block improves tax return UX and boosts NPS with Contentsquare

H&R Block cuts tax return time with Contentsquare, reducing 40-minute delays and boosting NPS

H&R Block, a major tax preparation company, faced the challenge of a complex user experience in their digital tax software. Detractors were taking 40 minutes longer to complete their returns, which was negatively impacting their Net Promoter Score (NPS) and revenue. To address this, they turned to Contentsquare, utilizing its Heap product analytics service to gain deeper insights into user behavior and identify key areas for improvement.

By implementing Contentsquare's analytics, H&R Block was able to redesign their tax return navigation to be more intuitive. The solution provided crucial data that helped them identify and fix major errors, clarify search terms, and improve accessibility features. This resulted in improved customer satisfaction, increased return customers, and a higher NPS, which ultimately led to increased revenue opportunities. Contentsquare's data was instrumental in negotiating for and prioritizing these user experience improvements.

H&R Block