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I-File

I-File . 2006 User Survey. Purpose & Methodology. Purpose of the Research. Collect market data (quantitative and qualitative): Demographics. Who uses I-File? Do any specific demographics emerge -- more women, more men, younger, older, lower income, higher income? Psychographics.

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I-File

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  1. I-File 2006 User Survey

  2. Purpose & Methodology

  3. Purpose of the Research • Collect market data (quantitative and qualitative): • Demographics. • Who uses I-File? Do any specific demographics emerge -- more women, more men, younger, older, lower income, higher income? • Psychographics. • What is the main reason for using I-File? What is the greatest perceived benefit of using I-File? • User satisfaction. • Were they satisfied with the tool? Would they use it again? Would they recommend it? • Feedback for improvements.

  4. Methodology – Sample Selection • Systematic random sampling: • N=81,281 users. • S=6,283. • All users who filed on Tuesday from Jan. – April 17, 2006. • Tuesday randomly selected from drawing of lot of all seven weekdays.

  5. Methodology – Survey Tool • 12 questions. • Used combination of answer ranges, Likert-scaled responses and limited open-answer options. • Estimated completion time – 10 minutes. • Administered electronically. • Issued via email. • Email addresses captured as part of I-File registration. • Link to online survey tool – quick, easy. • Timing. • Issued April 19 – to ensure email addresses were still current.

  6. Sample Results

  7. Overall Sample Results • Response results: • 1,073 responded – within one week. • 95-percent confidence rate; minimum of +/- 5-percent margin of error • Demographics: • Gender – More women users than men. • Female – 54.5 percent • Male – 45 percent • Age – No one group emerged as a leading market for Internet filing. • 18-24 – 10.3 percent • 25-35 – 23.7 percent • 36-45 – 23.2 percent • 46-55 – 27.5 percent • 56-65 – 11.3 percent • Over 65 – 3.6 percent

  8. Sample Results (continued) • Demographics: • Household income – No one income level emerged as a leading group of users. • Below $20K– 13.9 percent • $21K - $40K – 27.6 percent • $41K - $60K – 23.1 percent • $61K - $100K – 24.3 percent • More than $100K – 7.9 percent • Return/new users. • Return users – 54.6 percent • New users – 45 percent

  9. Key Findings

  10. Key Findings • User frequency – Used I-File before? • 1-2 years – 33.7 percent • 3-4 years – 17.6 percent • 5 or more years – 4.4 percent • Return usage – Likely to use I-File again in the future? • Very likely – 89.7 percent • Likely – 5.8 percent • Satisfaction – How satisfied with using I-File? • Very satisfied – 67.2 percent • Satisfied – 27.2 percent • Referral -- Likely to recommend I-File to someone else? • Very likely – 78.3 percent • Likely – 17.9 percent 95.5% 94.4% 96.2%

  11. Key Findings • Main reason for using I-File? • File online for free – 58.4 percent • Get refund more quickly – 20.1 percent • Ensure accuracy of calculations – 12.5 percent • Greatest benefit of using I-File? • Fast, easy to use, convenient online access – 49 percent • (All of the Above) • Convenient online access – 20 percent • Easy to use – 18.6 percent • Fast – 6.7 percent

  12. Verbatims • If dissatisfied, why? • Questions needed more clarity. • Could not navigate backwards. • Can’t amend return on this program. • Online format doesn’t match up with hardcopy form formats • Would like to see a running total.

  13. Key Filing Results – 2006 Individual Tax Season • More than 81,000 I-File users in 2006, versus ~69,000 in 2005. • 17-percent increase in I-File usage from 2006 versus 2005. • ~30-percent increase of I-File usage over past 2 years. • 20-percent increase in electronic filing (I-File & e-File) overall for 2006, versus 2005.

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