2024 Free Tax Prep Survey Analysis
United Ways of California aims to make tax filing easier and more accessible for community members. To do this, we work closely with partners and community members to better understand their needs. Here are a few learnings and highlights from a survey of people who used our free, in-person VITA (Volunteer Income Tax Assistance) services.
96.5% Satisfaction Rate
4,702 people completed a survey after their in-person VITA appointment, and 96.5% of them said they had a positive experience. Clients who reported a negative experience were more likely to have returns that were out of scope for VITA or had issues with necessary documents.
“My VITA tax preparer was meticulous in his work, and I could see that my taxes were done with the ultimate care. Everyone there was super friendly and made it a delightful experience. I’ve paid to have my taxes filed before and have never experienced an agent who explains the process in detail or cares to get me the largest refund possible as I have now with this VITA volunteer.” — VITA client in San Diego County
What Outreach Methods Work Best?
38.7% of respondents said it was their first time using VITA. When asked how they found out about VITA (selecting all that applied):
- 52% heard from friends and family
- 29% were referred by a local community-based organization
- 28% received the information from 211
- 15% saw advertisements for VITA
- 12% heard about VITA on social media
- 10% saw a VITA flier
“VITA volunteers are very helpful and knowledgeable. I always recommend VITA to my family and friends.” — VITA client in San Diego County
“My friend was helping find suitable places to file my taxes and mentioned United Way. I do not regret it, totally worth it. Lines were fast, experience was easy, and they answered all my questions. I will do this again next year thanks to the United Way!” — VITA client in Kern County
“I brought my mom to do her taxes as well, and it was just stress free! To be able to go and file somewhere where it’s close, convenient, and free just takes one less worry that I have to deal with off the table. VITA is a HUGE BLESSING for me!” — VITA client in San Diego County
Tax Refunds Help Community Members Keep up with Daily Living Expenses
Clients were asked how they plan to spend their refund (selecting all that apply). With their refund:
- 53% plan to pay bills
- 23% plan to pay off debt
- 22% plan to cover household expenses
- 22% plan to save for the future
- 4% plan to spend on education
- 4% plan to cover medical expenses
- 4% plan to spend on leisure (the large majority of respondents with leisure plans wanted very simple things, like dinner at a restaurant or visiting family)
“My refund is going to help me out a lot! I will spend it on groceries, paying off my credit card, and giving some to my family.” — VITA client in Sonoma County
“Unfortunately, I injured myself and will need to pay medical bills with my refund.” — VITA client in Kern County
“I will finally be able to purchase my first car!!!” — VITA client in San Diego County
“My refund will help pay our PGE bill, which is getting so expensive, and take family out for one great dinner 🙏” — VITA client in Fresno County
