Will TurboTax Restore Forms To All Editions In Tax Year 2015 ?
TurboTax executives gambled. They lost.
The gamble, of course, was that long term customers would take it all in stride when common forms
were removed from lower priced desktop products in tax year 2014.
Instead, there was a tidal wave of anger and frustration directed at TurboTax over the changes
implemented in tax year 2014. Many long time customers switched to rivals TaxACT and H&R Block.
As a result, TurboTax executives reversed course. Tax year 2015 desktop products include all
the common forms from years past.
However, the online platform, which made the switch in tax year 2013, has not reverted back. Each
online edition still includes a different subset of forms.
The long term damage to the TurboTax brand from their disastrous decision has yet to be determined. Will the majority
of lost customers return next year ? Or will they stay with their new software ? Will TurboTax lose its #1 ranking ?
The valuable lesson for TurboTax is one of the simplest business principles. Take care of your customers, and
the business will take care of itself.