Intuit reviews

Different business lines get treated differently. Certain business lines receive more resources, other business lines have to work harder, and other business units are just in the background. This means that skill levels between two employees in different business units at the same level can vary wildly at Intuit. This inequity causes some resentment between the groups. Constant change creates inefficiencies and churn. If something isn't working, Intuit is quick to try something else. While this makes sense, Intuit lacks skill in change management and understanding how this impacts their teams. In addition, these changes are typically only clearly understood by leadership (Director and up) and above and not communicated thoroughly or planned properly for the teams absorbing the changes.

For all the pretty words and core values, the reality is quite different. There is no "Customer Obsession" down in the ranks or rather, the obsession is with customers' money, not customer service. Customer service is much lower on the totem pole than the number of calls taken per hour. Customers are frequently overcharged and employees are actively discouraged from investigating or issuing refunds. Management discourages any form of independent thought or action. You get punished for even working outside of your hours (for free) when faced with a client deadline. Watching the clock and inputting your timesheet on the dot is vastly more important than any form of customer service or the quality of your work. You get tested on core values, which is tough because they only exist in the imagination of senior management.