Tax preparation services should be transparent to customers

For many Americans, the tax refund represents the most significant financial event of the year, with 86% of Americans saying their tax outcome impacts their financial confidence for the entire year, according to a recent H&R Block survey.

Customer service is core to our work at H&R Block and understanding the challenges Americans face at tax time is imperative to offering them greater financial confidence. The first thing I do every morning is read customer comments from the past 24 hours, and those comments are clear: Do-it-yourself (DIY) tax filers want the confidence to know they’re getting a good value, that they are filing their taxes correctly and that help is available if needed.

Transparency should be table stakes at tax time

No matter how you file — online, in an office or virtually with a tax professional — you should feel the process was easy, fair and a great value. Most Americans say they deserve to know how much money they’re paying before they agree to pay for a service, but other online tax services fail to provide an explanation of how price changes as you use the product.

At H&R Block, we’re proud to be the first major tax company to offer upfront transparent pricing and give our customers confidence they know exactly what to expect. This is unfortunately not the industry standard as other online tax services like TurboTax fail to provide a clear explanation of how the total price changes as you use the product. With H&R Block, all pricing is quoted upfront, and if something changes along the way, the Price Preview feature will notify you as part of H&R Block No Surprise Guarantee*.

Real experts instill real confidence

Knowing that even the most confident DIY tax filers may need some help along the way, H&R Block offers several ways to ask for assistance, to receive as much or as little help as they need from a tax pro trained for their unique tax filing situation. To ensure a greater feeling of support and instill financial confidence, clients using H&R Block Online AssistSM receive unlimited, on-demand access via chat sessions, screen sharing or phone calls with a tax expert, enrolled agent or CPA with an average of 12 years of experience and hundreds of training hours.

This tax season remove the surprises: Make sure your tax filing process is transparent, delivered at a reasonable price and offers all the care and help you need. For greater financial confidence — and the backing of a trusted partner throughout the filing process — switch to H&R Block in as little as two clicks.

About the author: Heather Watts is Senior Vice President and General Manager of Digital at H&R Block. Heather oversees all the development, design, marketing and end-to-end client experience of all H&R Block online, software and mobile tax products and solutions.

H&R Block is a registered trademark of HRB Innovations, Inc.

TurboTax is a registered trademark of Intuit, Inc.

*Receive 20% off next year’s tax preparation if we fail to provide any of the 4 benefits included in our “No Surprise Guarantee” (Upfront Transparent Pricing, Transparent Process, Free Audit Assistance, and Free Midyear Tax Check-In). Limitations apply. Description of benefits and details at hrblock.com/guarantees.

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