Case Study: H&R Block Canada achieves a 17-point NPS increase and referral-driven growth with CustomerGauge Net Promoter System

Maximizing Customer Loyalty and NPS® with Referral Marketing

H&R Block Canada, the tax-preparation firm with more than 1,200 offices, faced the common challenge of converting satisfied customers into active referrers—recognizing that rising Net Promoter Scores don’t automatically produce referrals and that few companies (5% of those doing referral marketing) have systems to support that link. To capture this missed opportunity they needed a way to mobilize promoters and grow new business.

Using CustomerGauge’s Net Promoter System, H&R Block Canada launched an automated “Refer a Friend” email program offering $25 off for new clients and $25 e-transfers to referrers (each code usable up to eight times). Since implementing CustomerGauge in 2013 they’ve seen a 17-point NPS gain; the referral campaign sent over 500,000 emails (Feb–May 2017) with a 49% open rate and grew 13% year-over-year, while delivering richer insights by correlating NPS and referral behavior.

H&R Block Canada

Hilary Zaharko

VP of Marketing