CS-07-054 - Survey of Statistical Information Services Customers; CS-07-060 - AUTOMATED UNDERREPORTER (AUR); CS-07-061 - TOLL-FREE CUSTOMER SATISFACTION SURVEY; CS-07-065 - Taxpayer Advocate Service

Attachment C

SIS Survey Scripts

Phone script:

This would be read to them just after responding to their question(s), before officially ending the call.

Read:

The SIS office would appreciate it if you would participate in our customer satisfaction survey. The survey will help us measure your satisfaction with the service we just provided and will help us identify areas in which we need improvement. To participate in the survey, we will need to either email or fax it to you. We would appreciate it if you would take a few minutes to complete and return our survey.

Completion of the survey is entirely voluntary. All of the information you provide on the survey will be maintained in the strictest confidence. We estimate that the survey should take 5 minutes to complete.

Are you willing to complete the survey?

If the person refuses to participate, you may end the call at this point:

Thank you for your time. Goodbye.

If the person agrees to participate, take their information and then proceed, Read:

Thank you. In order for you to participate in the survey, we will need your email address or fax number. Could you please provide us with one of these at this time?

To return the survey, please email or fax it back to us using the information provided on the survey. Please return the survey as soon as possible.

Thank you for your time and assistance. We value your participation in our survey and welcome all comments and suggestions you may have. Goodbye.

Email Script:

This information, along with the survey, should be sent in an email that is separate from the response to their request.

The SIS office would appreciate it if you would participate in our customer satisfaction survey. The survey will help us measure your satisfaction with the service we just provided and will help us identify areas in which we need improvement. We would appreciate it if you would take a few minutes to complete and return our survey.

Completion of the survey is entirely voluntary. All of the information you provide on the survey will be maintained in the strictest confidence. We estimate that the survey should take 5 minutes to complete. We have included a copy of the survey directly below, as well as a file copy attached to this email.

To return the survey, please email or fax it back to us using the information provided on the survey. Please return the survey as soon as possible.

Thank you for your time and assistance. We value your participation in our survey and welcome all comments and suggestions you may have.

Follow-up Script:

On the 15^th of the month, this message should be sent to customers who received surveys during the previous month.

Recently, the Statistical Information Services Office of the Statistics of Income Division of the IRS sent you a survey regarding your satisfaction with the service we provided in answering your request.

If you have already returned the survey, thank you for your participation. If you have not yet completed the survey, please take a few minutes to do so. We encourage you to respond so that we can use your feedback to improve the services we provide to our customers.

In case you misplaced the survey, we have attached a copy to this email. If you have any questions, please call us at (202) 874-0410 or email us at [email protected].

Your feedback will be kept confidential and will allow us to improve our services to you in the future.

Thank you.