CS-07-047 - GE Exam Surveys, Government Entities Examination Customers

IRS CUSTOMER SATISFACTION SURVEY

[INSERT CUSOMER SEGMENT HERE]

You can help the IRS improve its service to the public by answering the questions below. This voluntary survey takes less than 8 minutes to complete. Your responses will be confidential and only aggregate information will be provided to the IRS.

Instructions for marking survey here.

The following questions ask your opinion regarding your most recent IRS [customer segment] examination. For each question, regardless of whether you agree or disagree with the final outcome, please mark the appropriate box on a scale (where 1 means “Very Dissatisfied” and 7 means “Very Satisfied”) or next to the response that best applies to you.

OVERALL SATISFACTION

1

Very Very Don’t Know

Dissatisfied Satisfied Not Applicable

1 2 3 4 5 6 7

       

       

       

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. Regardless of whether you agree or disagree with the final outcome, how would you rate your overall satisfaction with the way your case was handled by the IRS?

2. Overall, how satisfied are you with the length of the examination process, from first notice through final resolution?

3 . Overall, how satisfied are you with how well the IRS communicated with you throughout the examination process?

4 . Overall, how satisfied are you with the IRS agent assigned to your case?

5. How did your opinion of the IRS change as a result of this examination?

 Better

• Stayed the same

• Worse

N

OTIFICATION LETTER/CALL

How satisfied are you with…

6 . How well the notification letter communicated the examination process to you?

7 . The explanation of what would be required of you during the initial meeting?

8. The time given you to prepare for the initial meeting?

9. The amount of time you had to spend preparing for the initial meeting?

1

Please continue on next page

0. Did the IRS agent contact you by telephone in addition to sending a notification letter?

 Yes

 No

Please continue on next page

INITIAL MEETING

F

Very Very Don’t Know

Dissatisfied Satisfied Not Applicable

1 2 3 4 5 6 7

       

       

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or this section please respond based on your interaction with the IRS agent at the initial meeting.

1 1. Overall, how satisfied are you with the initial meeting?

How satisfied are you with…

12. The courtesy of the IRS agent?

13. The knowledge of the IRS agent?

14. The explanation of the examination process?

15. How well the IRS agent listened to your concerns?

16. The explanation of your taxpayer rights?

1 7. How thoroughly the IRS agent answered your questions?

18. The amount of information you were asked to provide during the initial meeting?

1 9. The reasonableness of the IRS agent’s requests during the initial meeting?

S

Please continue on next page

UBSEQUENT INTERACTION(S) WITH THE IRS

P

Very Very Don’t Know

Dissatisfied Satisfied Not Applicable

1 2 3 4 5 6 7

       

lease complete this section only if an IRS agent asked you to provide additional information after the initial meeting.

H

       

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       

ow satisfied are you with…

20. The consideration given to the information you provided previously (e.g., during the initial meeting)?

2 1. The description of the additional information the IRS needed to complete the examination process?

22. The explanation of why additional information was requested?

2 3. The time given you to respond to additional IRS request(s)?

24. The amount of time you had to spend responding to IRS request(s) for additional information?

2 5. Communications about the status of your examination after you had provided the requested information?

26. The timeliness of the IRS agent in responding to your inquiries?

27. How many requests for additional information did you have following your initial meeting?

 None

 One

 Two

 Three or more

F

INAL RESOLUTION

H

       

       

ow satisfied are you with…

28. The ease of understanding the examination letter/report you received?

2

Please continue on next page

9. The explanation of why adjustments were made?

OTHER INFORMATION

30. How many total people are employed by the organization for which this examination was conducted?

 Sole Proprietor

 1–9

 10–99

 100–499

 500–999

 1,000 or more

31. insert new customer demographic item

32. For this examination, were you . . .

 An employee/officer of the organization [skip to Question 34]?

• A designated third-party representative/power of attorney (POA)?

Very Very Don’t Know

Inconsistent Consistent Not Applicable

1 2 3 4 5 6 7

       

       

33. If you are a designated third-party representative/power of attorney, how consistent was the IRS in its handling of this examination compared with other examinations in which you have participated in the past year?

3 4. Did you visit the IRS website (www.irs.gov/ge) for assistance or information during the examination process?

 Yes

 No

COMMENTS

35. If you have any suggestions for how the IRS can improve its service, or any other comments, please provide them below.

If you have any questions about this survey, you may call the Survey Processing Center at 1-866-377-8208.

I

Paperwork Reduction Act Notice

The Paperwork Reduction Act requires that the IRS display 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: Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, 1111 Constitution Ave. NW, Washington, DC 20224.

f you have been unable to resolve any specific problems with your tax matter through normal IRS channels, or now face a significant hardship due to the application of the tax law, you may contact the Taxpayer Advocate Service at 1-877-777-4778.

Thank you for completing the survey.

Please return this questionnaire by mail using the enclosed business return envelope.

TE/GE Customer Satisfaction Mail Surveys 4