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Intuit, Inc. (INTU) Message Board

  • valjean_jean Aug 23, 2009 3:08 PM Flag

    How is Intuit one of the most admired companies to work for? 2 of 2


    In have no patience for avoidance and poor service. How can a company migrate from a shrink-wrap shelf product company to a service company when a VP treats customer with disdain. Read for yourself this post on Accountant Forums from a Quickbooks customer. Partial quote(s) includes:

    “… I received an e-mail from Alli*** Mno**** (names partially redacted), Vice President
    of Quickbooks Financial Management, apologizing for the problems I had with Intuit's Customer Service and asking if we could set up a time to talk to discuss my issues. I gave her the case number and the information about my issues and asked if she could take care of it.

    I heard nothing back (even after repeated requests for updates) until 4/29/2004, when I received an e-mail from Coo*** Wo** (Alli*** Mno**** 's Executive Assistant), who told me that Alli*** was out of the office and she would follow up on this issue…” “…I never actually spoke with Alli***…”

    Accountant Forums:

    I always invest in people, not marketing slogans or self obsessed boasts. If Intuit is truly going to become a service company, it will be about the people in the company and not the marketing. I am not seeing where Intuit is a good investment, however I am open to being proven wrong. On Intuit’s own site, they boast about their “Diversity and Inclusion” and name several groups including:

    Intuit Women's Network
    Intuit LGBT Network
    LatinosConnect @ Intuit
    Intuit Indian Network
    African American Network
    Next Generation Network
    Asian and Pacific Islander Network

    If I saw more emphasis on being customer centric and promoting employee retention, rather than creating PC groups, I might consider this a good buy. Where is the commitment to service group, or the quality management group, or the commitment to customer group?

    I am open to being proven wrong on this analysis.

    Thank you.

    SortNewest  |  Oldest  |  Most Replied Expand all replies
    • becoming the the Cleveland Browns of software...where's the superstars .

    • That's sort of what happens when you have a non-technical CEO running a software company trusting a CIO that also doesn't get it and decides to start outsourcing a good portion various aspects of a business to India.

      I find the entire Intuit "diversity" and "we care and give back" a joke. It's easy to give back on one hand, and then decide to ship jobs overseas on the other. Hypocrisy at it's finest. Especially ironic is that Intuit primarily depends one the U.S. economy and markets for the majority of its business, the very same people that Intuit decides to replace with workers overseas. It has no international story, except if you count Canada.

      • 1 Reply to counterintuitive2009
      • Intuit seems to me to be a vulnerable company. In every one of the their divisions, there would appear to be a larger company (or the federal government e.g. e-tax prep) that could (and may) do it better and to a wider extent. That would wipe Intuit out with the probable exception of Digital Insight.

        If Intuit is truly migrating from a shrink-wrap company to a connected services company, their people will make the difference (emphasis on service). Digital Insight is their cash cow and is a true service business, however that business seems to be faltering under Intuit’s recent control (acquisition). Why? Is it the Intuit culture/people?

        Is this most admired status a vanity title that Intuit campaigns for (much like the who’s who list that are paid placements)? While researching this boast, I did not find a lot of data to support it other than Fortune Magazine’s data showing Intuit’s overall rating in the mid 7s (I assume out of 10) from 2006-2009 (of more than 600 companies surveyed).

        The internet is replete with information that contradicts Intuit’s boast (I am excluding the copious negative reviews of Turbo Tax as a product). Most notably there is a site that I stumbled on called the Glass Door, which as of this writing, has 314 reviews from people claiming to be insiders or employees. Even the positive comments are rife with themed negatives, or “cons”, which would further contradict Intuit’s boast.

        Even more sobering is the fact that 314 reviews seems to be very high for a company of Intuit‘s size. For example: Apple has 421, Microsoft has 857, and eBay has only 292. It would appear that the Intuit employees are passionate about sharing their experiences. Read for yourself the quotes that include:

        August 20 (from Intuit Anonymous):

        “The work wasn't particularly intellectually challenging. There's a large focus on making employees feel like their ideas matter via Idea Jams and other such events, but the pathway from great idea to great product is filled with bureaucracy and with a lot of risk-averse management. Intuit also has no idea how to deal with youth, be that in recruiting, in developing the talent, or in creating pathways to leadership and management.”

        I also found a site called “Indeed” which is a chat log between Intuit insiders, prospective employees, and someone named Gail Houston who claims to be an Intuit staffing person. Again, not indicative of a most admired company to work for (or try to work for). Read for yourself the quotes that include:

        “… I wouldn't put too much weight on Gail's replies (biased) since she's still with Intuit and her job is to get people on-board. Here's my experience with the Turbo Tax group...

        - Too many managers and useless tasks.
        - Agile/Scrum that is so chaotic not everyone knows what's going on.
        - Lots of layoffs and dissatisfied employees that don't stay long.
        - Management turn-over resulting in constant group-shift.
        - Due to layoffs, each employee is expected to do a lot more which lowers your actual salary value
        - Low morale due to management changes, product issues, and unpredictable job-security.

        Once you look beyond the casual dress-code, 'challenging' work, and ok salary, I wouldn't recommend it as a place for career advancement.”

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