Technical Support Assessments
Tax program Percentage of users needing technical support from vendor What was your experience in reaching your vendor for technical support? (1=good, 4=poor) How good was the support? (1=good, 4=poor) Percentage receiving telephone support Percentage receiving e-mail support If you received telephone support, how good was it? (1=good, 4=poor) If you received e-mail support, how good was it? (1=good, 4=poor) How well did software run on your network? (1=good, 4=poor)
ATX MAX 71.9% 1.7 1.8 94.3% 89.5% 1.7 1.8 1.5
Drake Software 92.1% 1.2 1.4 100.0% 81.0% 1.4 1.5 1.2
GoSystem Tax RS 85.0% 1.9 2.0 100.0% 58.8% 2.0 1.9 1.4
Lacerte Tax 81.2% 1.5 1.5 98.2% 69.6% 1.5 1.7 1.4
ProSeries Professional 57.5% 1.6 1.6 98.9% 59.8% 1.5 1.8 1.5
ProSystem fx Tax 87.8% 1.5 1.6 99.8% 49.6% 1.5 1.6 1.2
TaxACT Preparer’s Edition 25.9% 1.3 1.1 100.0% 85.7% 1.1 1.0 1.0
TaxWise 83.3% 1.2 1.5 100.0% 85.0% 1.4 1.6 1.3
TaxWorks 94.1% 1.5 1.5 100.0% 71.9% 1.5 1.4 1.3
UltraTax CS 80.7% 1.3 1.3 99.7% 78.7% 1.3 1.5 1.3
Average 76.0% 1.5 1.5 99.1% 73.0% 1.5 1.6 1.3