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IRS WAGE AND INVESTMENT
CUSTOMER SATISFACTION SURVEY
ACCOUNTS MANAGEMENT/ADJUSTMENTS
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. Your responses will be kept
completely confidential. Please mark your responses with an ‘x’ using a blue or black pen like this example ✘ . Do
not mark outside of the response area like this example . If you have questions about this survey, you may call
The Survey Processing Center at 1-866-377-8208.
✗
The questions that follow ask your opinion regarding recent
correspondence or an amended return you have sent to the IRS regarding
a tax matter. For each question, regardless of whether you agree or
disagree with the final outcome, please indicate your level of satisfaction
by choosing a number from 1 to 5, where 1 means “Very Dissatisfied” and
5 means “Very Satisfied.” If the question does not apply to your situation,
mark the box labeled “Don't Know/Not Applicable.”
Very
Dissatisfied
1
T
1 How satisfied are you with the:
a.
b.
c.
d.
e.
f.
g.
2
T
3
T
4
T
Very
Don’t
Satisfied know/Not
applicable
5
T
T
Ease of understanding the information supplied by the IRS. ..............................
Appropriateness of the tone of IRS correspondence concerning your issue. ......
Completeness of instructions you received for resolving your issue. .................
Time given you to respond to the IRS. ...............................................................
Appropriateness of the information you had to provide. ....................................
Ease of getting more information about your issue. ...........................................
Keeping you informed about the status of your case. .........................................
If 1 or 2 rating: Why did you give this item a low rating?
h. Explanation regarding the resolution of your issue. ...........................................
i. Length of time it took to resolve the issue. .........................................................
If 1 or 2 rating: Why did you give this item a low rating?
j. Fairness of treatment by the IRS. ........................................................................
k. Regardless of whether you agree or disagree with the final outcome,
how would you rate your overall satisfaction with the way your issue
was handled? ......................................................................................................
2
Did you write or send an amended return to the IRS
because the IRS sent you a notice or a letter?
4
E-mail
Mail
Toll-Free line
Yes
No
3 Have you contacted the IRS about this issue before?
5
Yes
No ➟ (If you have NOT contacted the IRS about this
issue before, please SKIP TO QUESTION 6.)
Form 13257F (Rev. 2-2006)
What method(s) did you use to contact the IRS about
this issue? (Please mark all that apply.)
Cat. No. 36148R
In person
Other
How would you rate the level of service received from
this contact versus previous contacts?
Better
Worse
The same
Please continue on back
Department of the Treasury - Internal Revenue Service
6
How many days elapsed between the time you
submitted this correspondence or amended return and
the time you received a reply?
8a
If your issue was not resolved, why do you believe
your issue has not been completely resolved?
Less than 15 days
15-29 days
30-44 days
45-60 days
9
Over 60 days
Yes
No
Not sure
Did not receive a reply
7
What is a reasonable time frame to wait for the
IRS to respond to your issue?
Less than 15 days
10
45-60 days
Over 60 days
Other
30-44 days
Was your issue with the IRS completely resolved?
Yes
In how many months?
{
Did you . . .?
Use a tax professional to assist you with
resolving your issue
Represent
yourself
15-29 days
8
Did you agree with the outcome of your issue?
11
Please mark the topic that best describes
your main issue.
Status of refund
Status of payment
Penalty/Interest charges
Earned income credit
Exemptions/Dependents
Name/Address changes
Credits (child care, education)
Other changes to original return
Other
No
Not sure (Skip to Question 9)
X How many months has it
been in process?
12 Use this space for comments, or suggestions for improvement.
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.
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 13257F (Rev. 2-2006)
Cat. No. 36148R
Department of the Treasury - Internal Revenue Service
| File Type | application/pdf |
| Author | SCAN-NTWS-02 |
| File Modified | 2006-12-19 |
| File Created | 2006-10-11 |