Intuit a leading provider of business and financial management solutions for small and mid-sized businesses, for financial institutions, and for consumers and accounting professionals. Its flagship products and services, including QuickBooks, Quicken and TurboTax, are intended to simplify small business management and payroll processing, personal finance, and tax preparation and filing.

Our netnography showed customer support to be a major issue for Intuit—feedback on support accounted for 49 percent of negative sound bites. Customers aren’t happy with tech support’s ability to resolve issues quickly and to their satisfaction, don’t like the company’s policy of de-supporting previous versions, and don’t like their practices for promoting upgrades.

And yet, far from everyone has a bad experience with Intuit: 15 percent of posters call out the company’s good customer service. Another 23 percent praise the products’ ease of use.

Intuit has recently expanded its offerings for small business, adding online marketing services, web hosting and website building services, and credit card processing. While those added services may be attractive add-ons, customers who have a bad experience with the company’s core financial product probably won’t be buying them. Perhaps a priority for Intuit should be to address customer service issues and ensure it has a satisfied and loyal user base for financial software, then pitch additional services to its customers.

Positive Themes

Many Intuit customers had negative experiences with tech support; but many others had good experiences.

I love Intuit. The apps they develop are slick, their customer support is great, and everything is reasonably priced. So nice. (source)

Mine has always updated automatically.. But since it has been awhile, call or email Intuit. They [Intuit] are very good at responding. Debbie PS: Post your zip code and I’ll see if you show up when I take a look. (source)

The products’ ease of use was praised by many posters.

November 17, 2008 at 10:01 am. I think many people need to be walked through those steps – in-person – and to not feel embarrassed to show the way. As a former journalist, I love Intuit because it is made for people non-geeks like me. November 17, 2008 at 11:28 am. Great article, Denise. (source)

And here’s a pat on the back for the macro role of Intuit in helping small businesses manage their finances.

Cameron notes that the implementation of broadband will help create new business and grow current small business. He notes that the mission of Intuit is to change the financial lives of small business. Intuit software helps fuel small business. (source)

Negative Themes

All the following comments are from the Intuit community site, so Intuit must be aware that users—at least those posting on this site—are quite unhappy with product support.

I am not impressed with the Intuit Community for resolving issues – took 1.5 months to get someone to respond to a simple question that apparently Quickbooks has known since Vista came out. I have used Quickbooks for many many years and the customer service/assistance has declined considerably. (source)

Intuit has crippled quickbooks. We have QB pro 2007 and they have *removed* the feature to email from within QB. When you talk to support, all you get is ‘we don’t support that version’ or ‘you need to upgrade’. (source)

I have spent a long time with Intuit customer service who don’t seem to have a clue and now don’t call back. Any ideas about the problem? PS Intuit has terrible service. (source)

I personally have checked every sales transaction to make sure the employee and associate fields were filled in correctly…they were. I do not understand why this reporting feature continues to be a problem in POS. Intuit support was absololutely no help! (source)

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