07-031 - Irs Small Business/self-employed Customer Satisfaction Survey - Compliance Services Collection Operation

OMB # 1545-1432

IRS SMALL BUSINESS/SELF-EMPLOYED
CUSTOMER SATISFACTION SURVEY
COMPLIANCE SERVICES COLLECTION OPERATION
The IRS is trying to improve its service to the public. You can help in this important mission by
answering the questions below. This voluntary survey should take less than five minutes to
complete. When completing this survey, please mark your responses with an ‘x’ using a blue or
black pen like this example 8 . Do not mark outside of the response area like this example . Your
responses will be kept completely confidential. If you have any questions about this survey, you
may call The Survey Processing Center at 1-866-377-8208.

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1

The questions that follow ask your opinion regarding how the IRS
handled your most recent collection process. For each question,
regardless of whether you agree or disagree with the final outcome,
please indicate your opinion by choosing a number from 1 to 5, where
1 means “Very Dissatisfied” and 5 means “Very Satisfied.”

Please consider only the written notices you received from the
IRS when answering the following questions.

Reserved for Unique ID

Very
Dissatisfied

1
q

Very
Satisfied

2
q

3
q

4
q

5
q

Don’t
know/Not
applicable

q

a. Ease of understanding the initial notice. ............................................................
b. Ease of understanding the notice you received in response to your
written inquiry. ..................................................................................................
c. Personalization of the notice you received in response to your
written inquiry. ..................................................................................................
d. Accuracy of information provided in response to your written inquiry. ............
e. Ease of obtaining the information you needed from the IRS. ............................
f. Relevance of information provided by the IRS in response to your written
inquiry. ...............................................................................................................
g. Time given you to respond to the IRS. ..............................................................
h. Time IRS took to respond to your written inquiry. ............................................
i. Consideration given to the information you submitted. ......................................
j. Length of the correspondence collection process, from when you first wrote
the IRS to finish. ................................................................................................
k. Explanation of why adjustments were made. ....................................................
l. Follow through of the IRS on what they said they were going to do. .................
m. Understanding that you have payment options. ..................................................
n. Notifying you of case closure. ............................................................................
o. Resolving this matter through written correspondence. ......................................
p. Awareness of phone option to inquire about this matter. ....................................
q. Fairness of treatment by the IRS. ........................................................................
If you did not attempt to contact the IRS via the phone regarding this issue,
please skip to question 2.
r. Length of time to get through to an IRS representative by phone. ....................
s. Usefulness of the information provided on the phone. ......................................

‚
Form 13257A (Rev. 11-2004)

Cat. No. 34052E

Please continue on back
Department of the Treasury - Internal Revenue Service

Very
Dissatisfied

2

3

1
Regardless of whether you agree or disagree with the final outcome,
q
how would you rate your overall satisfaction with the way your
correspondence collection process was handled? .........................................

Very
Satisfied

2
q

3
q

4
q

5
q

Don’t
know/Not
applicable

q

Are you...?
The taxpayer
A tax professional who represented the taxpayer
Someone else who represented the taxpayer

If you have been unable to resolve any specific problems with your tax matter through the normal IRS channels, or now
face a significant hardship due to the application of the tax law, we encourage you to contact the Taxpayer Advocate
Service at 1-877-777-4778.
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Use this space for comments, or suggestions for improvement.

Paperwork Reduction Act Notice
The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests. The OMB Control
Number for this study is 1545-1432. Also, if you have any comments regarding the time estimates associated with this study or suggestions on
making this process simpler, please write to the: Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP,
1111 Constitution Ave. NW, Washington, DC 20224.

Thank you for completing the survey.
Please return the questionnaire by mail, using the enclosed business return envelope.
Form 13257A (Rev. 11-2004)

Cat. No. 34052E

Department of the Treasury - Internal Revenue Service