| DRAFT - Customer Satisfaction Survey Card Question Redesign - FA Revison May 24 |
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Question |
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Very Satisfied |
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Very Dissatisfied |
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5 |
4 |
3 |
2 |
1 |
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Promptness of service |
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Understanding who was next in line |
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Employee professionalism & courtesy |
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Employee skill and knowledge |
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Listening to your concerns |
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Resolution of your question / issue |
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Overall satisfaction with service |
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| TAP |
1 |
Why did you visit the IRS office today? (Mark all that apply) |
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a. IRS notice or letter |
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b. Tax law question |
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c. Tax form or publication |
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d .Return preparation |
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e. Refund information |
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f. Make a payment |
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g. Other (write in) |
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| TAB |
2 |
Was your issue resolved or your question answered today? |
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a. Yes |
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b. No |
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| TAP |
3 |
If no, what did you need today that was not available to you? (Mark all that apply) |
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a. Resolve IRS notice or letter |
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b. Form or publication |
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c. Appointment for return preparation |
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d. Copy of prior year return / transcript |
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e. Installment agreement |
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f. Tax law question referral |
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g. Unresolved lien / levy |
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h. Other (write in) |
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| TAP |
4 |
Why did you visit our office instead of using another IRS service? (Mark all that apply) |
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a. Used the walk-in service before |
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b. Prefer face-to-face contact |
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c. Convenient location |
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d. Urgent / time sensitive issue |
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e. Unaware of another source |
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f. Needed language assistance |
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g. Other (write in) |
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| TAB |
5 |
In the future, would you use the IRS website (www.irs.gov) for any of the following services? (Mark all that apply) |
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a. IRS form or publication |
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b. Find answer to a tax law question |
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c. File a tax return or form |
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d.. Installment agreement |
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e. Get refund information |
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f. Respond to notice or letter from IRS |
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g. Get copy of prior year return / transcript |
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h. Get help preparing a tax return or form |
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i. No - I would not use the IRS website |
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| Card |
6 |
How long did you wait to receive service today? |
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a. 1 to 30 min |
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b. 31 to 45 min |
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c. 46 to 60 min |
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d. 61 to 90 min |
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e. Over 90 min |
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| Card |
7 |
What is your income? |
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a. Under $25,000 |
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b. $25,001 - $35,000 |
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c. $35, 001 - $50,000 |
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d. $50,001 - $75,000 |
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e. $75,000 - $100,000 |
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f. $100,000 or over |
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