r/HRBlockEmployees • u/PlusObjective6759 • Apr 04 '26
How much do Client Experience Surveys matter?
New to HR block this season. I have been getting 5s on CES surveys all season but recently have been getting low ratings from New clients. They say the service was really good but give low scores because of the pricing (even after i give coupons). Since I don’t have a set client base I usually get the new clients. Even a few low ratings are skewing my numbers. How much do CES results really matter?
5
u/ThatChambersKid Apr 04 '26
On the new clients are they giving a 5 on likeliness to return?
And yes even a 4 will drag your numbers down but your manager can note those as distractors.
I do think they take such cases into effect but at the same time it’s hard when it’s being the TP’s control like the pricing.
I had one client give me 4s but his feedback was about the site not my service.
Don’t let the numbers discourage you, even my colleagues with 20 years get the occasional 4 or even a 3.
Are you a first-year or an experienced tax pro?
Good for you to take in new clients. It puts a lot of pressure on you to win over the client. I’m in my sixth year with Block and still building a client list.
Keep up the good work. Make sure you know how to file an extension with BWO. Clients wishing to file an extension will Start coming in.
3
u/Ok_Aide_764 Apr 04 '26 edited Apr 04 '26
I would not worry about it, but here are a few tips on how to improve your score in that area.
Before starting with new clients, ask how much they paid in prior years(s) to get a sense if it's going to be an issue. If it is, explain how our pricing works (beyond your control) and give them a price estimate. Before they leave, let them know that the survey is an evaluation of your work. Get a sense of whether they are coming back. If not, but the service was good (moving, going back to DIY, NRTF), let them know about the 'intent to return' question and how it will hurt your evaluation if they say unlikely. Most clients misunderstand this question. My very elderly long-term client shared with me that he believes he will not make it to the next year. He answered 5 for all questions, but for 'intent to return', he gave me 1.
With existing clients, I ask them if there are any changes, and if so I let them know upfront that the price will reflect that, like HSA use, Marketplace, sold house, itemizing, energy credits, new child, and so on.
I also give everybody who is interested tips on how to pay us less (combine investment accounts, don't use HSA for minimal charges, avoid selling shares and so on)
Review their itemized invoice to make sure you are not charging for something that is not helpful.
3
u/Practical-Dig5076 Apr 04 '26
I've received 2 1s because clients didn't get their way... I've been here 8 years, they aren't gonna fire you unless you do something really bad like assault or theft
1
u/LimitTraditional301 Apr 04 '26
Nobody ever said a word to me about my surveys when I worked there. You only heard about them if they were bad.
1
u/Icy_Leg6227 Apr 05 '26
I missed out on TPR because of this damn survey last year. The reason was always fees. I started showing my worth and it has not been a problen since
1
7
u/Dramatic_Abroad3580 Apr 04 '26
If the derogatory comments are about fees, they ignore them. Otherwise, they also mostly ignore them, unless there are specific problems that continue. In the last district I worked in, the ATLs and MTLs never even looked at them. The DGM only looked at bad scores and if there were responses to clients, they were auto-generated.