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QuickBooks Online Edition Wins Prestigious Award for Best Practices in Customer Support; Excellence in Organizational Design and Employee Management Translates into a Better Support Experience for QuickBooks Customers.

MOUNTAIN VIEW, Calif. -- A focus on attracting, retaining and motivating a high-caliber team has earned Intuit Inc.'s (Nasdaq:INTU) QuickBooks Online Edition respect and admiration for pioneering the best support in the technology industry. Recognizing its excellence in customer support, the Service and Support Professionals Association (SSPA), the leading association for IT support professionals, has awarded QuickBooks Online Edition the STAR Award for Best Practices in Managing People.

QuickBooks Online Edition, the only business to win this award, successfully demonstrated innovative management best practices that resulted in high scores for key evaluation criteria. The support organization experienced less than five percent employee turnover for the year, 98 percent job satisfaction, and customer satisfaction rates of 90 percent in 2004, exceeding the American Customer Satisfaction Index industry average of 78.6.

"QuickBooks Online Edition has taken an innovative approach to organizing and managing its support team," said Bill Rose, the SSPA's founder and executive director. "Its customer satisfaction results, combined with the reaction of customers who say it's the best support they've ever experienced, clearly demonstrate that organizational management best practices translate into a better support experience for customers."

Award-Winning Support

The QuickBooks Online Edition support program embraces two philosophies -- always exceed customer expectations, and attract and retain high-caliber employees who deliver outstanding service for their customers. This allows the team to adopt a modern support model that emphasizes doing right by both customers and employees.

The QuickBooks Online Edition team believes that motivated and experienced representatives provide the best customer service. To hire and keep the best talent, the business provides a nurturing work environment, allowing all support representatives to work from home and maintain flexible schedules that balance personal needs with work. The result is effective customer care representatives and customers who rave about the support experience.

Customer Comments

--"I'm blown away to receive an actual response from an actual person with an actual name ... UNBELIEVABLE in these days of routing and re-routing and re-re-routing (and) selecting option 1 through 300 until you get so frustrated, you quit trying ..."

--"The best online support I have ever experienced; I loved getting an immediate answer via phone. I am very impressed with your customer service!"

--"Oh man -- you guys are the best customer service I have ever seen! I feel my money spent with QuickBooks online is the best money spent!"

The QuickBooks Financial Software Family

QuickBooks financial software gives small business owners the power to manage their businesses more effectively by providing tools for fast and easy accounting. Built on Intuit's philosophy of customer-driven invention, QuickBooks offers the ease-of-use and simplified business processes that small businesses rely on and trust.

In addition, QuickBooks is available in industry-specific solutions for construction, manufacturing and wholesale, nonprofit, accounting, professional services and retail industries. More information on QuickBooks products and services is available at

QuickBooks Online Edition

QuickBooks Online Edition liberates small businesses from their offices and their desktops by providing accounting software as a service over the Internet. The business unit was one of the fastest growing at Intuit in 2004. The group has at least doubled customers and revenue for three consecutive years.

About SSPA

With a membership of 24,000 professionals working in over 2,700 service and support organizations worldwide, the Service & Support Professionals Association (SSPA) is the leading advisory, community and education trade group for the global tech support industry. SSPA's core constituents are the executives and managers responsible for service and support operations, and overall customer relations, at the world's leading IT companies. SSPA provides (1) research and expert analysis of emerging business issues, (2) conferences, professional development, and other curricula promoting industry best practices, (3) rigorous certification and awards programs that identify and celebrate exceptional customer service, and (4) active advocacy in the business and IT press on issues important to service & support providers.

About Intuit Inc.

Intuit Inc. is a leading provider of business and financial management solutions for small and mid-sized businesses, consumers and accounting professionals. Its flagship products and services, including QuickBooks(R), Quicken(R) and TurboTax(R) software, simplify small business management and payroll processing, personal finance, and tax preparation and filing. ProSeries(R) and Lacerte(R) are Intuit's leading tax preparation software suites for professional accountants.

Founded in 1983, Intuit had annual revenue of nearly $1.9 billion in its fiscal year 2004. The company has nearly 7,000 employees with major offices in 13 states across the U.S., and offices in Canada and the United Kingdom. More information can be found at

Intuit, the Intuit logo, and QuickBooks, among others, are registered trademarks and/or registered service marks of Intuit Inc. in the United States and other countries.
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Publication:Business Wire
Geographic Code:1USA
Date:Apr 11, 2005
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