Taking a new approach to customer listening– and immediate action on review themes

Because H&R Block Canada gets flooded with reviews during the four months of tax season, it was difficult for the team to analyze their reviews quickly enough to make changes in time.

Thanks to Pulse Ai, the team can immediately understand what’s going on at each location, as well as what the recurring themes of their reviews are to make critical changes in their client experience.

“Chatmeter’s been a life changer for my role and the marketing team.”

— Carla Lestinho, Client Experience Manager II

About H&R Block

H&R Block Canada is a top tax services provider with nearly 1,000 locations nationwide, offering expert tax preparation and advisory services to individuals and small businesses. Known for trusted guidance and a client-first approach, H&R Block Canada helps customers file with confidence.

Challenge

H&R Block Canada gets flooded with reviews during the four months of tax season, making it difficult for the team to analyze reviews quickly enough to make changes in time.

Solution

Thanks to Pulse Ai, the team can immediately understand what’s going on at each location, as well as what the recurring themes of their Google reviews are, to make critical changes in their client experience.

This helps them identify low-performing locations and understand where to focus improvements. It also highlights high-performing locations so they can see what’s working and share those best practices across other locations.

Key Outcomes

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Response rate

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