SOI-284 - Form 1040EZ Instructions Redesign; SOI-285 - Customer Satisfaction Survey for External Customers of Media and Publications Division; SOI-286 - W&I Market Segmentation Survey 2008

Cognitive and Psychological Research

SOI-285

SOI-284 - Form 1040EZ Instructions Redesign; SOI-285 - Customer Satisfaction Survey for External Customers of Media and Publications Division; SOI-286 - W&I Market Segmentation Survey 2008

OMB: 1545-1349

Document [doc]
Download: doc | pdf

Forms Distribution Survey



SCREENER INTRODUCTION


Hello, my name is [CALLER NAME] calling from Macro International on behalf of the Internal Revenue Service, or IRS.


S1. We are an independent research organization working with the IRS to obtain feedback on customer satisfaction. We would like to invite you to take part in a brief survey about your satisfaction with some of the products and services it offers for tax return preparation. The interview should take no more than 15 minutes for most customers. Your identity and individual responses will be held confidential by Macro International. Any data provided to the IRS will be completely anonymous and all personally identifying information will be removed. Your participation is very important to help the IRS design products and services that meet the needs of taxpayers. May we continue?

01 Yes

02 No Thank and terminate call


INDIVIDUAL TAXPAYER

In thinking of your experiences, concentrate on the products and services you use as an individual taxpayer only. Our first few questions are about how you file taxes.


Q1. Have you filed a FEDERAL INCOME TAX RETURN for 2007? [Read list]

01 Yes. You or your spouse have filed a Federal tax return for 2007

02 No. Do not have to file a Federal income tax return for 2007. Thank and terminate call

03 No. Have not yet filed Federal income tax return for 2007. Thank and terminate call

03 Not sure Thank and terminate call


Q2. Would you say that you are the adult in your household who is most familiar with the preparation and filing of your federal income tax return for 2007? [Read list]

01 Yes, most familiar

02 Equally familiar

03 Neither “most familiar” nor “equally familiar” Thank and terminate call


Q3. Are you familiar enough with your federal income tax return for 2007 to answer some questions about it?

01 Yes

02 No Thank and terminate call


Q4. Which of the following Federal tax forms did you use when you filed your 2007 tax return? Was it... ? [Read list. Select one.]

01 1040EZ Income Tax Return for Single Filers and Joint Filers with No Dependents Skip to Q6

02 1040A US Individual Income Tax Return Skip to Q6

03 1040 US Individual Tax Return

04 Not Sure Skip to Q6


Q5. Which of the following forms, if any, did you file with your Form 1040? [Read list. Select all that apply.]

01 Schedule A for itemized deductions

02 Schedule B for interest and dividend income

03 Schedule C for small business income

04 Schedule D for capital gains and losses

05 Schedule E for supplemental income

06 Schedule F for farm income

07 Other forms not listed

08 No forms other than 1040


Q6. Did you prepare your 2007 Federal income tax return yourself or did you use a paid preparer, like an accountant or tax service?

01 You (or other family member) prepared return

02 Used a paid preparer Skip to Q8

03 Other (SPECIFY)


Q7. How did you prepare your 2007 Federal income tax return? Was it

[Read list. Select one.]

01 By hand, using the IRS tax form

02 On the computer, using a computer program

03 Not sure


Q8. After your forms were completed, how did you file your most recent tax return?

Did you……….[Read list. Select one.]

01 I filed by regular mail

02 My tax preparer filed by regular mail

03 I filed electronically by computer

04 My tax preparer filed electronically by computer

05 Delivered in person

06 Not sure


Q9. Now I’m going to ask you a few questions about your experiences with the most current tax forms and instructions for Tax Year 2007. Please rate your satisfaction with each of the following items on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied.

  1. Knowing where to find tax forms and instructions

  2. The ease of determining which forms and instructions you needed

  3. The ease of finding answers in the publications

  4. Knowing what you needed to do to complete the forms

  5. The completeness of instructions

  6. The ease of understanding the instructions

  7. The ease of getting tax forms and instructions

  8. The ease of understanding tax forms

05 Very satisfied

04

03

02

01 Very dissatisfied

06 [Not applicable/Have not used/No experience]

07 [DK]

09 [Refused]


PUBLICATION EVALUATION

Now I’m going to ask you a few questions about tax publications. Again, please think about your use of tax publications as an individual taxpayer for your 2007 Federal tax return.


Q10. Did you use any IRS publications in preparing your 2007 Federal tax return?

01 Yes

02 No Skip to Q22

03 Not sure Skip to Q22


Q11. Which of the following IRS publications have you used in preparing your 2007 Federal tax return? (Rotate. READ LIST. Select all that apply.)

  1. Pub 17 Your Federal Income Tax

  2. Pub 463 Travel, Entertainment, Gift and Car Expenses

  3. Pub 501 Exemptions, Standard Deductions and Filing Instructions

  4. Pub 502 Medical and Dental Expenses

  5. Pub 505 Tax Withholding and Estimated Tax

  6. Pub 523 Selling Your Home

  7. Pub 525 Taxable and Nontaxable Income

  8. Pub 535 Business Expenses

  9. Pub 550 Investment Income and Expenses

  10. Pub 553 Highlights of Tax Changes for 2007

  11. Pub 590 Individual Retirement Arrangements (IRAs)

  12. Pub 596 Earned Income Credit

  13. Pub 946 How To Depreciate Property

  14. Pub 970 Tax Benefits for Education

  15. Something else (SPECIFY)

01 Used publication

02 Did not use

97 Used none of these Skip to Q22

[Programmer:

  • For each of the first two publications from list in Q11 with a 01 (Used publication) response, ask questions Q12 – Q20. Continue with Q21 after questions on second publication are complete.

  • If only one publication receives a 01 response, skip to Q21 after the questions about the first publication with a 01 response.

  • If Q11=97 (Used none of these), skip to Q22.]


Q12. Did you use (Insert Publication from Q11) when preparing or filing your 2007 income tax return?

01 Yes

02 No If NO, continue to insert additional publications from Q11 with a 01 (Used publication) response until the maximum number of two publications are addressed. If NO and there are no further publications with a 01 response, skip to Q22.


Q13. How did you find out about this publication? (READ LIST. Select all that apply.)

01 Form 1040 or other schedules referred me to it

02 List of publications on IRS website

03 From doing taxes in previous years

04 From other tax guides

05 From my tax preparer

06 Word of mouth

07 Other (SPECIFY)


Q14. On a scale from 1 to 5, with 1 being very difficult and 5 being very easy, how easy was it for you to obtain (Insert Publication from Q11)?

05 Very easy Skip to Q16

04 Skip to Q16

03 Skip to Q16

02

01 Very difficult

06 [Not applicable/Have not used/No experience] Skip to Q16

07 [DK] Skip to Q16

09 [Refused] Skip to Q16


Q15. What was difficult about obtaining this document?

(Record verbatim)


Q16. On a scale of 1 to 5 with 1 being very poor and 5 being very good, how would you rate the following aspects of (Insert Publication from Q11) document?

  1. Table of contents

  2. Important changes

  3. Index

  4. Worksheet

  5. Examples

  6. Flow charts

  7. Appendix

  8. Tax tables

05 Very Good

04

03

02

01 Very Poor

06 [Not applicable/Have not used/No experience]

07 [DK]

09 [Refused]


Q17. In thinking about your experience with the most recent version of (Insert Publication from Q11), tell me whether you agree or disagree with the following statements on a scale of 1 to 5, where 1 is strongly disagree and 5 is strongly agree.

  1. The language was understandable

  2. The graphics and layout made it easy to follow

  3. The size of the print made it easy to read

  4. It was easy to find the information that I was looking for

  5. It was easy to go back and forth between the publication and the form

  6. The section headings were useful

  7. The publication was as clear as possible, given the tax law

  8. I feel confident in the calculations that I made

05 Strongly Agree

04

03

02

01 Strongly Disagree

06 [Not applicable/Have not used/No experience]

07 [DK ]

09 [Refused]


Q18. Taking all of these factors into account, on a scale of 1 to 5 where 1 means very dissatisfied and 5 means very satisfied, how would you rate your overall satisfaction with (Insert Publication from Q11) the last time you used it?

05 Very satisfied

04

03 (Return to Q12 if appropriate; otherwise skip to Q21)

02 Skip to Q20

01 Very dissatisfied Skip to Q20

06 [Not applicable/Have not used/ (Return to Q12 if appropriate; otherwise skip to Q21)

No experience]

07 [DK] (Return to Q12 if appropriate; otherwise skip to Q21)

09 [Refused] (Return to Q12 if appropriate; otherwise skip to Q21)

Q19. What would you describe as the BEST features of this publication? Anything else?

(Record verbatim - Return to Q12 if appropriate; otherwise SKIP TO Q21)

Q20. How could this publication be improved? Anything else?

(Record verbatim - Return to Q12 if appropriate; otherwise continue to Q21)


Q21. Where did you get the publications you used for your 2007 Federal income tax return? If you obtained publications from different sources, please tell us all the sources. (Record verbatim)

Interviewer: use list as prompt if interviewee is unsure of possible sources.

  1. IRS office

  2. IRS website

  3. VITA or TCE site

  4. By calling the IRS to send it to me

  5. By e-mailing request to IRS

  6. Tax preparer/accountant

  7. Through the mail

  8. Tax preparation software or computer program

  9. Library

  10. Post office

  11. Other government office

  12. Other (SPECIFY)


WEBSITE AND ELECTRONIC FORMS EVALUATION

Now I’m going to ask you some questions about the IRS website.


Q22. Are you aware that the IRS has a website where you can obtain forms and publications?

01 Yes

02 No Skip to Q33


Q23. Have you ever visited the IRS website (www.irs.gov)?

01 Yes

02 No Skip to Q33


Q24. Approximately how many times did you access the IRS website during the most current tax season? Your best estimate is fine.

_________ TIMES (Record.)


Q25. Did you use the IRS website in the past year for any of the following reasons? (Read list. Select all that apply.)

  1. View a specific form

  2. Download a specific form

  3. View a specific publication

  4. Download a specific publication

  5. Get an answer to a tax question

  6. See what changes had been made in tax laws

  7. Find out how to get help with your taxes

  8. Other (SPECIFY)

01 Yes

02 No

03 Not sure


Q26. On a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, how satisfied were you with the usability of the IRS website?

05 Very satisfied

04

03

02

01 Very dissatisfied

06 [Not applicable/Have not used/No experience]

07 [DK]

09 [Refused]


Q27. Compared to other Federal government websites that you have seen, how would you rate the IRS website? (Read list)

05 One of the best

04 Above average

03 Average Skip to Q30

02 Below average Skip to Q29

01 One of the worst Skip to Q29

Q28. What would you describe as the BEST features of this website? Anything else?

(Record verbatim - Skip to Q30)


Q29. How could the IRS website be improved? Anything else?

(Record verbatim)


Q30. On a scale of 1 to 5, where 1 means very dissatisfied and 5 means very satisfied, how would you rate your satisfaction with the following aspects of the IRS website? (READ LIST. ).

  1. The appearance of the website

  2. The links offered on the home page

  3. The ease of finding the information that you needed

  4. The ease of downloading forms and instructions

05 Very satisfied Skip to Q32

04 Skip to Q32

03 Skip to Q32

02

01 Very dissatisfied

06 [Not applicable/Have not used/No experience] Skip to Q32

07 [DK] Skip to Q32

09 [Refused] Skip to Q32


Q31. Why were you dissatisfied with… (INSERT from Q30 A-D as appropriate)?

(Record verbatim. Repeat as necessary for all Q30 A-D responses rated 01 or 02.)


Q32. Taking all of these factors into account, on a scale of 1 to 5 where 1 means very dissatisfied and 5 means very satisfied, how would you rate your overall satisfaction with the IRS website?

05 Very satisfied

04

03

02

01 Very dissatisfied

06 [Not applicable/Have not used/No experience]

07 [DK]

09 [Refused]


ELECTRONIC DOCUMENTS

Q33. Have you ever completed or used the electronic version of any Federal tax form on the IRS website?

01 Yes

02 No Skip to Q35

Q34. Please tell me the electronic tax form you have completed or used. (Record verbatim)


Q35. Have you ever used the electronic version of any Federal tax publication on the IRS website?

01 Yes

02 No Skip to Q40


Q36. Please tell me the electronic publications you have used.(Record verbatim)


Q37. When you used the electronic publication on-line at the IRS website, which of the following did you use? (READ LIST. Select all that apply)

  1. Table of contents

  2. Important changes

  3. Index at back

  4. Worksheet

  5. Tips

  6. Examples

  7. Flow charts

  8. Appendix

  9. Tax tables

  10. Tax form

  11. Instructions for a tax form

  12. None of these

01 Used

02 Did not use

03 Not sure


Q38. What would you describe as the BEST features of the electronic publication?

Anything else?

(Record verbatim – ask for name of the form(s)/publication(s))

Q39. How could the electronic publication be improved? Anything else?

(Record verbatim– ask for name of the form(s)/publication(s))


MARKETING


Q40. On a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you that you know about changes which have occurred in tax forms that you needed to use for the 2007 tax filing season?

05 Very satisfied

04

03 AR

02

01 Very dissatisfied

06 [Not applicable/Have not used/No experience]

07 [DK]

09 [Refused]


Q41. On a scale of 1 to 5, how satisfied are you that you know about changes which have occurred in publications that you needed to use for the 2007 Tax Year?

05 Very satisfied

04

03

02

01 Very dissatisfied

06 [Not applicable/Have not used/No experience]

07 [DK]

09 [Refused]

Q42. On a scale of 1 to 5, how satisfied are you with getting information on tax law changes for the 2007 Tax Year?

05 Very satisfied

04

03

02

01 Very dissatisfied

06 [Not applicable/Have not used/No experience]

07 [DK]

09 [Refused]

Q43. How do you find out when tax forms and publications have changed?

(DO NOT READ. Select all that apply.)

01 IRS website

02 IRS workshop

03 Professional association

04 Word of mouth

05 Software programs

06 TV, radio, or print advertisements

07 Tax Preparer

08 Other (Record)

09 Not sure

10 Refused


Q44. On a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you with the way the IRS communicates changes in services to its customers?

05 Very satisfied

04

03

02

01 Very dissatisfied

06 [Not applicable/Have not used/No experience]

07 [DK]

09 [Refused]

OVERALL RATING

Q45. Overall, how would you rate the IRS on the tax forms that it develops, produces and distributes to taxpayers? Are you…? (Read list.)

05 Very satisfied

04 Satisfied

03 Somewhat satisfied

02 Dissatisfied

01 Very dissatisfied

07 [DK]

09 [Refused]


Q46. Overall, how would you rate the IRS on the instructions that it develops, produces and distributes to taxpayers? Are you…? (Read list.)

05 Very satisfied

04 Satisfied

03 Somewhat satisfied

02 Dissatisfied

01 Very dissatisfied

07 [DK]

09 [Refused]

Q47. Overall, how would you rate the IRS on the publications that it develops, produces and distributes to taxpayers? Are you…? (Read list.)

05 Very satisfied

04 Satisfied

03 Somewhat satisfied

02 Dissatisfied

01 Very dissatisfied

07 [DK]

09 [Refused]


NOTICE IMPROVEMENT SURVEY QUESTIONS

Q48. Have you received any written communication (Notice) from the IRS within the past two years?

01 Yes

02 No Skip to Q55

07 [DK] Skip to Q55

09 [Refused] Skip to Q55


Q49. Did you read the notice you received from the IRS?

01 Yes Skip to Q51

02 No


Q50. Can you tell me why you didn’t read the notice you received from the IRS? (Do not read List, Select all that apply)

01 Gave to spouse/ spouse read

02 Took it to accountant/bookkeeper

03 Did not think it was important

04 Afraid to read it

05 Lost it

06 Other (Record)

07 Don’t know


Q51. What was the general topic of the notice or reason the IRS sent you a notice? (Do not read List. Select all that apply)

01 Balance due- IRS said I owe money

02 Getting a refund- IRS said they owe me money

03 Education- tell me I might be able to claim something I did not

04 Error on tax return- IRS changed my tax return

05 Other (Record)

06 Don’t remember

07 Don’t know

Q52. Was it clear why you received the notice?

01 Yes

02 No

03 Refuse

Q53. Did you understand what action(s) you were required to take?

01 Yes

02 No

03 Refuse


Q54. Recalling your experience with the notice, please indicate the level to which you agree or disagree with the following statements with 1 being very dissatisfied and 5 being very satisfied.

  1. The language was understandable

  2. The layout was easy to follow.

C. The size of the print was easy to read.

D. The tone of the notice was appropriate.

E.. The section headings (if any) were helpful.

F. The notice contained all the information I needed.

G. The contact information was easy to locate.

05 Very satisfied

04

03

02

01 Very dissatisfied

06 [Not applicable/Have not used/No experience]

07 [DK]

09 [Refused]


DEMOGRAPHICS


I have just a few more final questions.


Q55. What is your age? (Record)


Q56. Is your gender………

01 Male

02 Female


Q57. What is the highest level of education you have completed?

01 Grade school

02 Some high school

03 High school diploma/GED

04 Some college

05 College graduate (4 year)

06 Post-graduate degree



Q58. Do you have Internet access at home?

01 Yes

02 No


Q59. Where do you use the Internet most often?

01 Home

02 Work

03 Library

04 Somewhere else

05 Don’t use the internet


Q60. Are you visually impaired?

01 Yes

02 No


Q61. Was your annual household income for 2006? Please stop when I get to the correct category.

01 Less than $25,000

02 More than $25,000 but less than $50,000

03 More than $50,000 but less than $75,000

04 More than $75,000 but less than $100,000

05 More than $100,000


CLOSE

CLOSE1  That concludes this survey.  The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests along with the address where you can send comments regarding the study. The OMB number for this study is XXXX-XXXX.  Would you like the address where you can send comments?


              01   Yes        

              02   No          Skip to Close3

              08   [DK]       Skip to Close3               

              09   [Refused]            Skip to Close3


CLOSE2   If you have any comments regarding this study, please write to: IRS, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, Room 6526, 1111 Constitution Avenue, NW, Washington, DC  20224.


CLOSE3.  On behalf of the IRS and Macro International Inc., thank you very much for your participation. Your responses will be very helpful for the IRS in better serving taxpayers’ needs in the future.











Prototype Customer Satisfaction Survey for External

Customers of Media and Publications Division:



Business Taxpayer Survey


DRAFT Mail version








Internal Revenue Service

Tax Forms and Publications Division


March 3, 2008



IRS CUSTOMER SATISFACTION SURVEY

MEDIA AND PUBLICATIONS


The overall goal of this research is to help the IRS provide better service to you as a business taxpayer. You can help the IRS improve its service to you and other business taxpayers by answering the questions below. This voluntary survey takes about 20 minutes to complete. Your responses will be confidential, and only aggregate information will be provided to the IRS.


Instructions for marking survey here.




1. Did your business file a 2007 federal income tax return?

  • Yes Continue to Question 2

  • No

  • Not Sure Thank you. This completes the survey. Please return your survey in the prepaid envelope.


2. How many years have you been in business? _________________


3. Which tax form did you file for your 2007 federal income tax return? Please check all that apply.

  • 1120 or 1120A for a Corporation

  • 1120S for an S Corp

  • 1065 for a Partnership

  • 1040 Schedule C for an Individual

  • 1040 Schedule E for an Individual

  • Other (Please specify)_______________________________________

  • Not sure

4. Who prepared your business’s 2007 Federal tax return? Please select one.

  • You or someone else in your business

  • Professional tax preparer (includes Accountant,

CPA, Enrolled Agent or other tax preparers)

  • Someone else (Please specify)_______________________________________

  • Not sure



5. How did you or your preparer file your business income tax return?

  • Filed print tax return by regular mail

  • Filed electronically by computer (e-file)

  • Not sure



6. Did your business pay estimated taxes in 2007?

  • Yes Continue to Question 7

  • No Skip to Question 8

  • Not sure Skip to Question 8


7. How did you determine your estimated tax payments in 2007? Did you try to accurately estimate the amount of your required payment or base it on your prior tax years?

  • Tried to accurately estimate the required payment based on this year’s data

  • Based it on estimated payments made in prior tax years

  • Not sure


8. Does your business pay employment taxes?

  • Yes Continue to Question 9

  • No Skip to Question 11

  • Not sure Skip to Question 11


9. Did you receive assistance with your employment taxes from a tax preparer or a payroll service?

  • Received assistance from a tax preparer

  • Received assistance from a payroll service, e.g., Paychex

  • No, filed employment taxes without outside assistance (with or without an employment tax software program)

  • Not sure


10. How did you or your preparer file your employment taxes?

  • Filed by regular mail

  • Filed electronically by computer (e-file)

  • Not sure


TAX FORMS, INSTRUCTIONS AND PUBLICATIONS


11. Did you receive ANY tax forms, instructions, or publications for your 2007 Federal tax returns from the following sources? Please check all that apply.

  • IRS office

  • IRS or other website

  • Tax preparation software or computer program

  • Accountant or tax preparer

  • Library

  • Post office

  • Other (Please specify) __________________________________

  • None of these


12. Did you use the electronic version of any Federal tax form on the IRS website during the 2007 tax season?

  • Yes

  • No Skip to Question 14


13. If yes, which electronic tax form(s) did you use?


__________________________________________________________________



14. In thinking about the 2007 tax forms, instructions and publications you used, please rate your satisfaction with each of the following items:




Strongly Agree

5




4




3




2


Strongly Disagree

1



a.

Knowing where to find tax forms and instructions


O

O

O

O

O

b.

The ease of determining which forms and

instructions you needed


O

O

O

O

O

c.

The ease of understanding the forms


O

O

O

O

O

d.

The ease of understanding the instructions for the form


O

O

O

O

O

e.

The ease of finding answers in the publications

O

O

O

O

O


PUBLICATIONS


15. Please indicate if you have used any of these publications in printed format or in electronic format from the IRS website. If you have not used a publication in the past 12 months, please check “Did Not Use”.



Used Printed Publication

Used Electronic Publication

Did Not Use


  1. Pub 553 Highlights of 2007 Tax Change

O

O

O

  1. Pub 334 Tax Guide for Small Business

O

O

O

  1. Pub 535 Business Expenses

O

O

O

  1. Pub 505 Tax Withholding and Estimated Tax

O

O

O

  1. Pub 15 Circular E, Employer’s Tax Guide

O

O

O

  1. Pub 15a Employer’s Supplemental Tax Guide

O

O

O

  1. Pub 15b Employer’s Guide to Fringe Benefits

O

O

O

  1. Other (Please specify) ___________

O

O

O

If you did not use ANY publications in the past 12 months, please Skip to Question 21.


16. We would like to know which publications you used most often in the last 12 months. Of the publications below, please check the three you used most often. You may enter up to three publications not listed by writing them in under one of the three “Other” choices. Next, check the one that you used most often, 2nd most often, and 3rd most often. Please check only one choice in each column. If you used less than three publications, please check only as many columns as you actually used.


Used Most Often

Used 2nd Most Often

Used 3rd Most Often


  1. Pub 553 Highlights of 2007 Tax Change

O

O

O

  1. Pub 334 Tax Guide for Small Business

O

O

O

  1. Pub 535 Business Expenses

O

O

O

  1. Pub 505 Tax Withholding and Estimated Tax

O

O

O

  1. Pub 15 Circular E, Employer’s Tax Guide

O

O

O

  1. Pub 15a Employer’s Supplemental Tax Guide

O

O

O

  1. Pub 15b Employer’s Guide to Fringe Benefits

O

O

O

  1. Other #1 (Please specify)

_____________________________

O

O

O

  1. Other #2 (Please specify)

______________________________

O

O

O

  1. Other #3 (Please specify)

______________________________

O

O

O


17. How did you find out about the three publications you used most often? For each of your three choices in Question 16 above, please check all the ways you found out about that publication. Please check all that apply.



Used Most Often

Used 2nd Most Often

Used 3rd Most Often


  1. Tax form instructions referred me to it

O

O

O

  1. List of publications in instructions

O

O

O

  1. IRS website

O

O

O

  1. From doing taxes in previous years

O

O

O

  1. IRS mailed it to me

O

O

O

  1. From my tax preparer

O

O

O

  1. Word of mouth

O

O

O

  1. Financial magazines or services

O

O

O

  1. Advertisements on radio or television

O

O

O

  1. Other (Please specify)

______________________________

O

O

O

18. For the publication you used MOST OFTEN, how would you rate each of the following aspects?




Very Good

5




4




3




2


Very Poor

1


Did Not Use/

Not Applicable


a.

Table of contents

O

O

O

O

O

O

b.

Important changes

O

O

O

O

O

O

c.

Index at back

O

O

O

O

O

O

d.

Worksheet

O

O

O

O

O

O

e.

Examples

O

O

O

O

O

O

f.

Flow charts

O

O

O

O

O

O

g.

Appendix

O

O

O

O

O

O

h.

Tax tables

O

O

O

O

O

O

i.

Tips

O

O

O

O

O

O



19. In thinking about your experience with the publication you used MOST OFTEN, to what extent do you agree or disagree with the following statements.





Strongly Agree

5




4




3




2


Strongly Disagree

1

a.

The language was understandable


O

O

O

O

O

b.

The graphics and layout made it easy to follow


O

O

O

O

O

c.

The size of the print made it easy to read


O

O

O

O

O

d.

It was easy to find the information that I was looking for


O

O

O

O

O

e.

It was easy to go back and forth between the publication and the form


O

O

O

O

O

f.

The section headings were useful


O

O

O

O

O

g.

The publication was as clear as possible, given the tax law


O

O

O

O

O

h.

I feel confident in the calculations that I made


O

O

O

O

O



20. How could this publication be improved?

__________________________________________________________


__________________________________________________________


__________________________________________________________


IRS WEBSITE


21 Are you aware that the IRS has a website where you can obtain forms and publications?

  • Yes

  • No Skip to Question 28


22. Have you ever visited the IRS website (www.irs.gov)?

  • Yes

  • No Skip to Question 28



23. Approximately how many times did you access the IRS website during the 2007 tax season? (Please estimate)

_________ times


24. Did you use the IRS website in the past year for any of the following reasons? Please check all that apply.

  • View a specific form

  • Download a specific form

  • View a specific publication

  • Download a specific publication

  • Get an answer to a tax question

  • See what changes had been made in tax laws

  • Find out how to get help with your taxes

  • Other, please specify __________________________________________________

  • Did not access IRS website in the past year



25. How would you rate your satisfaction with the following aspects of the IRS website?




Very Satisfied

5




4





3





2



Very Dissatisfied

1




a.

Appearance of the website


O

O

O

O

O


b.

The links offered on the home page


O

O

O

O

O


c.

The ease of finding the information that you needed


O

O

O

O

O


d.

The ease of downloading forms and instructions


O

O

O

O

O

26. How could the IRS website be improved?

________________________________________________________________


________________________________________________________________


27. Take all of these factors into account, how would you rate your overall satisfaction with the IRS website?


Very Satisfied

5




4



3




2

Very Dissatisfied

1



O

O

O

O

O


MARKETING


28. How satisfied are you that you know about changes which have occurred in tax forms that you needed to use for the 2007 tax filing season?


Very Satisfied

5





4




3





2


Very Dissatisfied

1

Not Applicable/No Experience

O

O

O

O

O

O









29. How satisfied are you that you know about changes which have occurred in publications that you need to use for the 2007 tax year?


Very Satisfied

5




4




3




2


Very Dissatisfied

1

Not Applicable/No Experience

O

O

O

O

O

O





30. How satisfied are you with getting information on tax law changes for the 2007 tax year?


Very Satisfied

5




4




3





2


Very Dissatisfied

1


Not Applicable/No Experience

O

O

O

O

O

O








31 How do you find out that tax forms and publications had changed? Please check all that apply.

  • IRS website

  • IRS workshop

  • Professional association

  • Word of mouth

  • Software programs

  • TV, radio, or print advertisements

  • Tax Preparer

  • Other, please specify ________________________________________________

  • Not sure


OVERALL RATING


32. Overall, how satisfied are you with the IRS regarding the tax forms that it develops, produces and distributes to taxpayers?



Very Satisfied

5




Satisfied

4



Somewhat Satisfied

3





Dissatisfied

2



Very Dissatisfied

1


O

O

O

O

O








33. Overall, how satisfied are you with the IRS regarding the instructions that it develops, produces and distributes to taxpayers?



Very Satisfied

5




Satisfied

4



Somewhat Satisfied

3





Dissatisfied

2



Very Dissatisfied

1


O

O

O

O

O



34. Overall, how satisfied are you with the IRS regarding the publications that it develops, produces, and distributes to taxpayers?



Very Satisfied

5




Satisfied

4



Somewhat Satisfied

3





Dissatisfied

2



Very Dissatisfied

1


O

O

O

O

O











If you have any questions about this survey, you may call the Survey Processing Center at

1-866-377-8208.

If 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.

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 XXXX-XXXX. 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, Room 6526, 1111 Constitution Ave. NW, Washington, DC 20224.






Thank you for completing the survey.

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






Prototype Customer Satisfaction Survey for External Customers of Media and Publications Division:



Tax Preparer Survey

DRAFT Mail version

















Internal Revenue Service

Tax Forms and Publications Division


February 28, 2008











IRS CUSTOMER SATISFACTION SURVEY

MEDIA AND PUBLICATIONS


The overall goal of this research is to help the IRS provide better service to you as a tax preparer. You can help the IRS improve its service to you and other tax preparers by answering the questions below. This voluntary survey takes about 20 minutes to complete. Your responses will be confidential, and only aggregate information will be provided to the IRS.


Instructions for marking survey here.



  1. Approximately how many 2007 federal income tax returns did you prepare for individuals?

  • Less than 100

  • 100 or more

  • Not sure

  1. Approximately how many 2007 federal income tax returns did you prepare for businesses?

  • Less than 100

  • 100 or more

  • Not sure


TAX FORMS


  1. How often did you help prepare the following federal tax forms in the most recent tax year?




Frequently

Sometimes

Rarely

Never

a.

Short form 1040EZ

b.

Short form 1040A

c.

Long form 1040

d.

Form 1040-ES

e.

Form 940

f.

Form 941

g.

Form 1065


Frequently

Sometimes

Rarely

Never


h.

Form 1120


i

Form 1120A


j.

Form 1120S


k.

Form 1099


l.

Schedule A for itemized deductions

m.

Schedule B for interest and dividend income


n.

Schedule C for small business income

o.

Schedule D for capital gains or losses

p.

Schedule E for supplemental income

q.

Schedule E for rental income, royalties and trusts

r.

Schedule F for farm income

s.

Schedule SE

  1. In thinking about your recent experience with federal tax forms, instructions and publications, tell me whether you agree or disagree with the following statements.




Strongly Agree

5




4




3




2


Strongly Disagree

1



Don’t Know/

Not Applicable



a.

The graphics and layout made it easy to follow

b.

The size of the print made it easy to read



c.

It was easy to find the information that I was looking for


d.

It was easy to go back and forth between the publication and the tax form


e

The section headings were useful


f.

The publication was as clear as possible, given the tax law


g.

I feel confident in the calculations that I made with it



  1. Thinking about ease of use, ease of understanding and design, how would you rate the following forms?




Very Good

5




4




3




2


Very Poor

1



Don’t Know/

Not Applicable



a.

Short form 1040EZ


b.

Short form 1040A


c.

Long form 1040


d.

Schedule A for itemized deductions


e.

Schedule B for interest and dividend income


f.

Schedule C for small business income


g.

Schedule D for capital gains for losses


h.

Schedule E for supplemental income


i.

Schedule F for farm income


j.

Schedule K-1 for partnership income


k.

Other (Please specify) _________________

__________________________________


  1. If you rated any of the forms a “1” or “2”, please tell us how the form(s) can be improved. If you rated more than three forms or schedules a “1” or “2”, please choose only three forms to provide feedback on. Be sure to specify the form you are referring to.


____________________________________________________________________


____________________________________________________________________


____________________________________________________________________


TAX INSTRUCTIONS


7. In general, how would you rate the following aspects of the federal tax instructions?




Very Good

5




4




3




2


Very Poor

1



Did not Use



a.

Table of contents

b.

Important changes

c.

Index

d.

Worksheet

e.

Examples

f.

Flow charts

g.

Appendix

h.

Tax tables



PUBLICATIONS


8. How often did you use the following publications in the 2007 tax year?




Frequently


Sometimes


Rarely


Never

a.

Publication 17

Your Federal Income Tax (for Individuals)

b.

Publication 334

Tax Guide for Small Businesses

c.

Publication 553

Highlights of Tax Change for 200X

d.

Publication 541

Partnerships

e.

Publication 542

Corporations

f.

Publication 583

Starting a Small Business and Keeping Records

9. In general, how would you rate the following aspects of these publications?




Very Good

5




4




3




2


Very Poor

1



Don’t Know/

Not Applicable



a.

Table of contents


b.

Important changes


c.

Index


d.

Worksheet


e.

Examples


f.

Flow charts


g.

Appendix


h.

Tax tables


10. Thinking about ease of use, ease of understanding and design, how would you rate each of the following publications? If you have never used the publication, please check Not Applicable.






Very Good

5







4







3







2





Very Poor

1







Not Applicable



a.

Pub 17 - Your Federal Income Tax

b.

Pub 463 - Travel, Entertainment, Gift and Car Expenses

c.

Pub 501 - Exemptions, Standard Deductions and Filing Instructions

d.

Pub 502 - Medical and Dental Expenses

e.

Pub 505 - Tax Withholding and Estimated Tax

f.

Pub 523 - Selling Your Home

g.

Pub 525 - Taxable and Nontaxable Income

h.

Pub 535 - Business Expenses

i.

Pub 550 - Investment Income and Expenses

j.

Pub 553 - Highlights of Tax Changes for 200X

k.

Pub 590 - Individual Retirement Arrangements (IRAs)

l.

Pub 596 - Earned Income Credit

m.

Pub 946 - How To Depreciate Property

n.

Pub 970 - Tax Benefits for Education

o.

Another publication (Please specify)_________

__________________________________

11. For any publications rated a “1” or “2”, please tell us why you rated them poorly. If you rated more than three publications a “1” or “2”, please choose only three publications to provide feedback on. Please be sure to specify the publication number you are referring to.


____________________________________________________________________


____________________________________________________________________


____________________________________________________________________


MARKETING


12. How satisfied are you that you know about changes in tax forms you needed to use for 2007 tax filing season?

Very Satisfied

5




4




3




2


Very Dissatisfied

1



13. How satisfied are you that you know about changes in publications you needed to use for 2007 tax filing season?

Very Satisfied

5




4




3




2


Very Dissatisfied

1



14. How do you find out that tax forms and publications have changed? Please check all that apply.

  • IRS website

  • IRS workshop

  • Professional association

  • Word of mouth

  • Software programs

  • TV, radio, or print advertisements

  • Other, please specify _________________________________________

  • Not sure


OVERALL RATING


15. Overall, how satisfied are you with the IRS regarding the tax forms that it develops, produces and distributes to taxpayers?



Very Satisfied

5




Satisfied

4



Somewhat Satisfied

3





Dissatisfied

2



Very Dissatisfied

1


O

O

O

O

O









16. Overall, how satisfied are you with the IRS regarding the instructions that it develops, produces and distributes to taxpayers?



Very Satisfied

5




Satisfied

4



Somewhat Satisfied

3





Dissatisfied

2



Very Dissatisfied

1


O

O

O

O

O









17. Overall, how satisfied are you with the IRS regarding the publications that it develops, produces, and distributes to taxpayers?



Very Satisfied

5




Satisfied

4



Somewhat Satisfied

3





Dissatisfied

2



Very Dissatisfied

1


O

O

O

O

O








18. How could IRS improve on the way it develops, produces and distributes tax products to taxpayers?

__________________________________________________________

__________________________________________________________

__________________________________________________________


If you have any questions about this survey, you may call the Survey Processing Center at

1-866-377-8208.


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 XXXX-XXXX. 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, Room 6526, 1111 Constitution Ave. NW, Washington, DC 20224.


Thank you for all of your help. That completes the survey.








Prototype Customer Satisfaction Survey for External Customers of Media and Publications Division:



Volunteer Partner Survey

FINAL Web Survey
















Internal Revenue Service

Tax Forms and Publications Division


February 28, 2008











Welcome to the IRS Stakeholder Partnerships, Education and Communication Partners (SPEC) customer satisfaction survey. Macro International Inc., an independent research organization, is working with the IRS to obtain your feedback about forms, publications, and services that are used to assist customers in understanding, preparing, and filing federal income tax returns. We are surveying SPEC partners who provide tax assistance such as outreach and education programs and develop partnerships with national and local organizations to provide free tax return preparation services at Volunteer Income Tax Assistance (VITA) or Tax Counseling for the Elderly (TCE) sites


This survey should take no longer than 15 minutes. You will be able to suspend the survey at any time and re-enter the survey where you left off without losing any of your responses.


Thank you in advance for your participation in this important survey.


Confidentiality and Security


Macro International will hold your identity confidential and will provide results to IRS in aggregate. Macro will provide IRS with the raw data with all personally identifying information removed. In addition, the survey is hosted on a secure server. Please feel confident that your answers will be used solely for the purpose stated above.


Instructions


Moving forward:

Click on the NEXT button to save your responses and continue to the next page.

Moving back:

Click on the PREVIOUS button to view your responses on a previous page. You may change your answers to previously entered responses.

Suspending and re-entering:

You may suspend the survey at any time by clicking STOP. You may re-enter the survey where you left off by clicking on the survey website from your invitation e-mail.








  1. Did your organization participate in the IRS Stakeholder Partnerships, Education and Communication Partners (SPEC) program in the past 12 months?

  • Yes

  • No Thank and terminate


  1. How many years have you personally been working with the IRS to provide tax assistance and/or tax education?

  • 1 to 5 years

  • 6 to 10 years

  • 11 to 15 years

  • More than 15 years


  1. What is the primary nature of your relationship with SPEC? [Note: program so that respondent can only select one response].

  • Military Volunteer Income Tax Assistance

  • Volunteer Income Tax Assistance, or VITA

  • Education and Outreach (Communications, products, news articles, or websites)

  • Tax Counseling for the Elderly, Non-AARP

  • Tax Counseling for the Elderly, AARP

  • Something else (Please specify)_________________________________________

  • Don’t know

4. At your site, approximately how many customers do you reach through your tax assistance and/or tax education programs each year?

  • 1 to 50

  • 51 to 100

  • 101 to 1000

  • 1001 to 2500

  • More than 2500

  • Don’t Know


FEDERAL TAX FORMS AND SCHEDULES


5. How often did you help prepare the following federal tax forms and schedules in the 2007 tax year?

(Programmer: If Q5 a-k “Frequently”, skip to Q7. If Q5 a-k = “Frequently”, continue to Q6 and repeat Q6 up to 3 times as required. If more than three items in Q5 a-k = “Frequently”, choose three items at random to continue with Q6. After 3rd repetition, continue to Q7.)


Frequently

Sometimes

Rarely

Never

a. Short Form 1040EZ

b. Short Form 1040A

c. Long Form 1040

d. Form 1040ES

e. Form 8812 for the Additional Child Tax Credit

f. Form 2441 Child and Dependant Care Expenses

g. Form 8888 Direct Deposit of Refund to More than One Account

h. Schedule A for Itemized Deductions

i. Schedule B for Interest and Dividend Income

j. Schedule D for Capital Gains for Losses

k. Schedule EIC for the Earned Income Credit


6. How would you rate the following aspects of [insert name of form/schedule]?



Very Good

5



4



3



2

Very Poor

1

    1. Table of contents

    1. Important changes

    1. Index at back

    1. Worksheet

    1. Examples

    1. Flow charts

    1. Appendix

    1. Tax tables


7. In general, how would you rate each of the following IRS forms and schedules?




Very Good

5




4




3




2


Very Poor

1



Don’t Know/Not Applicable


a.

Short Form 1040EZ

b.

Short Form 1040A

c.

Long Form 1040

d.

Form 1040ES

e.

Schedule A for itemized deductions

f.

Schedule B for interest and dividend income

g.

Schedule D for capital gains for losses

h.

Other (please specify________

______________

(Programmer: If Q7 a-h 1 or 2, skip to Q9. If Q7 a-h = 1 or 2, continue to Q8 and repeat up to 3 times as required. If more than three items in Q7 a-h = 1 or 2, choose three items at random to continue with Q8 . After 3rd repetition, continue to Q9.)


8. Please tell us why you rated [Insert name of form/schedule] poorly.

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________


9. In thinking about your recent experience with all federal tax forms, to what extent you agree or disagree with the following statements.



Strongly Agree

5



4



3



2

Strongly Disagree

1

  1. The graphics and layout made it easy to follow

  1. The size of the print made it easy to read

  1. It was easy to find the information I was looking for

  1. It was easy to go back and forth between the publication and the tax form

  1. The section headings were useful

  1. The publication clearly explained what I needed to know

  1. I feel confident in the calculations that I made with it


FEDERAL TAX INSTRUCTIONS


10. In general, how would you rate the following aspects of federal tax instructions?



Very Good

5



4



3



4

Very Poor

5

Don’t Know/

Not Applicable


    1. Table of contents

    1. Important changes

    1. Index at back

    1. Worksheet

    1. Examples

    1. Flow charts

    1. Appendix


FEDERAL TAX PUBLICATIONS


11. How often did you use the following federal tax publications in the 2007 tax year?


Frequently

Sometimes

Rarely

Never

    1. Publication 17 -Your Federal Income Tax (For Individuals)

    1. Publication 596- Earned Income Credit

    1. Publication 553 Highlights of Tax Changes for 2007

    1. Publication 554 - Older Americans' Tax Guide

12. If you used other publications frequently during the 2007 tax year, please list up to three others below.


  1. Frequently used pub #1 (Please specify) __________________________________

  2. Frequently used pub #2 (Please specify) __________________________________

  3. Frequently used pub #3 (Please specify) __________________________________


(Programmer: If Q 11 a-d = “Frequently” and/or Q12 a-c has an entry, continue to Q13. Repeat Q13 as required UP TO three times. If more than three items either in Q11 a-d = “Frequently” or have an entry in Q12 a-c, choose three items at random to ask about in Q13 . After 3rd repetition of Q13, continue to Q14.)


13. In general, how would you rate the following aspects of [insert name of federal tax publication]?



Very Good

5



4



3



2

Very Poor

1

    1. Table of contents

    1. Important changes

    1. Index at back

    1. Worksheet

    1. Examples

    1. Flow charts

    1. Appendix

    1. Tax tables


14. In general, how would you rate each of the following IRS publications?



Very Good

5




4




3




2


Very Poor

1



Don’t Know/Not Applicable


a.

Pub 17 Your Federal Income Tax

b.

Pub 3136 People Age 15 to 23: You May Not Be Required to File

c.

Pub 501 Exemptions, Standard Deductions and Filing Instructions

d.

Pub 502 Medical and Dental Expenses

e.

Pub 505 Tax Withholding and Estimated Tax

f.

Pub 523 Selling Your Home

g.

Pub 550 Investment Income and Expenses

h.

Pub 553 Highlights of Tax Changes

i.

Pub 590 Individual Retirement Arrangements (IRAs)

j.

Pub 596 Earned Income Credit

k.

Pub 970 Tax Benefits for Education

l.

Other, please specify

___________________

(Programmer: If Q14 a-l 1 or 2, skip to Q16. If Q14a-l = 1 or 2, continue to Q15. Repeat Q15 up to three times as required. If more than three items in Q14 = 1 or 2, choose three items at random to ask about in Q15 . After 3rd repetition of Q15, continue to Q16.)


15. Please tell us why you rated [Insert name of form/schedule] poorly.


________________________________________________________________________


________________________________________________________________________


________________________________________________________________________


MARKETING


16. How satisfied are you that you know about changes which have occurred in tax forms that you needed to use for 2007 tax filing season?

Very Satisfied

5




4




3




2


Very Dissatisfied

1




17. How satisfied are you with getting information on tax law changes for the current filing season?

Very Satisfied

5




4




3




2


Very Dissatisfied

1



18. How do you find out when tax forms and publications have changed?

Please check all that apply.




Tax Forms

Publications


a.

IRS Website

b.

IRS workshop

c.

IRS Relationship Manager/SPEC Contact

d.

Professional association

e.

Word of mouth

f.

Software programs

g.

TV, radio or print advertisements

h.

Other #1 (Please specify)

___________________

i.

Other #2 (Please specify)

___________________

j.

Not sure

19. How satisfied are you with the way the IRS communicates changes in federal tax products to its customers?


Very Satisfied

5




4




3




2


Very Dissatisfied

1



(Programmer: If Q19 = 3,4,5, SKIP to Q21.)


20. How can the IRS improve the way it communicates changes in federal tax products to its customers?


______________________________________________________________


______________________________________________________________


______________________________________________________________

OVERALL RATING


21. Overall, how satisfied are you with the IRS regarding the tax forms that it develops, produces and distributes to taxpayers?



Very Satisfied

5




Satisfied

4



Somewhat Satisfied

3





Dissatisfied

2



Very Dissatisfied

1


O

O

O

O

O









22. Overall, how satisfied are you with the IRS regarding the instructions that it develops, produces and distributes to taxpayers?



Very Satisfied

5




Satisfied

4



Somewhat Satisfied

3





Dissatisfied

2



Very Dissatisfied

1


O

O

O

O

O









23. Overall, how satisfied are you with the IRS regarding the publications that it develops, produces, and distributes to taxpayers?



Very Satisfied

5




Satisfied

4



Somewhat Satisfied

3





Dissatisfied

2



Very Dissatisfied

1


O

O

O

O

O



If you have any questions about this survey, you may call the Survey Processing Center at

1-866-377-8208.


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 XXXX-XXXX. 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, Room 6526, 1111 Constitution Ave. NW, Washington, DC 20224.


Thank you for all of your help. That completes the survey.











Prototype Customer Satisfaction Survey for External Customers of Media and Publications Division:



Forms Distribution Survey

Web version
















Internal Revenue Service

Tax Forms and Publications Division


February 28, 2008










Web Introduction


Welcome to the Internal Revenue Service (IRS) customer satisfaction survey! Macro International Inc., an independent research organization, is working with the IRS to obtain your feedback about forms, publications, and services that are used to assist customers in understanding, preparing, and filing federal income tax. We are surveying partners who redistribute IRS products to the public. Your participation is very important to help the IRS design products and services that meet the needs of taxpayers.


This survey should take no longer than 15 minutes. You will be able to suspend the survey at any time and re-enter the survey where you left off without losing any of your responses.



Thank you in advance for your participation in this important survey.


Confidentiality and Security


Macro International will hold your identity confidential and will provide results to IRS in aggregate. Macro will provide IRS with the raw data with all personally identifying information removed. In addition, the survey is hosted on a secure server. Please feel confident that your answers will be used solely for the purpose stated above.


Instructions


Moving forward: Click on the NEXT button to save your responses and continue to the next page.

Moving back: Click on the PREVIOUS button to view your responses on a previous page. You may change your answers to previously entered responses.

Suspending and re-entering: You may suspend the survey at any time by clicking STOP. You may re-enter the survey where you left off by clicking on the survey website from your invitation e-mail.



CUSTOMER CLASSIFICATION


  1. What is your primary relationship to the IRS? Are you …. ? Please check only one

  • Tax Forms Outlet Program (TFOP)

  • Community Based outlet Program (CBOP)

  • International Program (INTL)

  • Other Please specify _______________________________ [Skip to Q3]

  • Don’t know


  1. In what type of business or government agency do you work? Please check only one

  • Credit union

  • Copy center

  • Grocery

  • Library

  • Pharmacy

  • Post office

  • City/County government offices

  • Military installation

  • Prison

  • Federal government

  • Department of State

  • Embassy

  • Other, please specify ___________________________________


TAX PRODUCT ORDERING AND FULFILLMENT


  1. During the 2007 tax year, about how many people obtained federal tax products from your location?

  • None [Terminate survey] Thank you

  • 1-250

  • 251-500

  • More than 500


4. How did you order the federal tax forms, instructions, publications or other federal tax products for the most current tax year? Please select all that apply

  • Internet [If checked, include Q5; otherwise, skip Q5]

  • Telephone [If checked, include Q6; otherwise, skip Q6]

  • Order blank/quantity survey [If checked, include Q7; otherwise, skip Q7]

  • Other. Please specify ______________________ _____


  1. How would you rate your experience with ordering your federal tax products by Internet?

  • 5 - Very easy

  • 4

  • 3

  • 2

  • 1 - Very difficult

  • Don’t know


  1. How would you rate your experience with ordering your federal tax products by telephone?

  • 5 - Very easy

  • 4

  • 3

  • 2

  • 1 - Very difficult

  • Don’t know


  1. How would you rate your experience with ordering your federal tax products by order blank?

  • 5 - Very easy

  • 4

  • 3

  • 2

  • 1 - Very difficult

  • Don’t know

8. How valuable are reproducables (federal tax products that you can copy), considering that federal tax products are available on the Internet?

  • 5 - Very valuable [Skip to Q10]

  • 4 [Skip to Q10]

  • 3 [Skip to Q10]

  • 2

  • 1 – Not at all valuable

  • Don’t know [Skip to Q10]


9. Why aren’t reproduceables valuable to you? ____________________________________________________________

____________________________________________________________


10. How valuable is the CD containing federal tax products to you, considering that federal tax products are available on the Internet?

  • 5 - Very valuable [Skip to Q12]

  • 4 [Skip to Q12]

  • 3 [Skip to Q12]

  • 2

  • 1 – Not at all valuable

  • Don’t know [Skip to Q12]


11. Why isn’t the CD valuable to you? ____________________________________________________________

____________________________________________________________

12. Did you receive all, some, or none of the 2007 federal tax products that you ordered?

  • All [Skip to Q14]

  • Some [Skip to Q14]

  • None


13. Please list the products that you did not receive. [Skip to Q17]

­­­­­­­­­­­­­­­­­­­­__________________________________________________________

__________________________________________________________


14. Were these tax products that you ordered for 2007 federal tax year received within a time frame that met your expectations?

  • Always [Skip to Q22]

  • Some of the time

  • Never


15. Which federal tax products were not received within a timeframe that met your expectations?

______________________________________________________

______________________________________________________


16. On average, how much later than expected were those products received?

  • 1 week

  • 2 weeks

  • 3 weeks

  • 1 month

  • More than a month


17. Did you receive any communications from the IRS explaining that products would be going out or arriving late?

  • Yes

  • No



18. When you did not receive the federal tax products you ordered within a timeframe that met your expectations, which of the following did you do?

Please check all that apply.

  • Checked the IRS programs, including website, for product availability or delays

  • Downloaded product(s) from the web

  • Called the Tax Forms Outlet Program (TFOP)

  • Called the Community Based Outlet Program (CBOP)

  • Took no action

  • Other Please specify _________________________



19. How easy was it for you to reach the IRS about your late product(s)?

  • 5 - Very easy [Skip to Q21]

  • 4 [Skip to Q21]

  • 3 [Skip to Q21]

  • 2

  • 1 – Very difficult

  • Don’t know [Skip to Q21]

20. What was difficult about reaching the IRS about your late product(s)?

_________________________________________________________

_________________________________________________________

_________________________________________________________


21. [If Q12=None, Skip to Q22] How satisfied were you that the IRS resolved the issues with the product(s) that were delivered late?

  • 5 - Very satisfied

  • 4

  • 3

  • 2

  • 1 - Very dissatisfied

  • Don’t know


22. Are you aware of the IRS’s methods to inform you of late product delivery?

  • Yes

  • No


23. What is the best method for the IRS to get updated information to you?

  • Internet

  • E-Mail

  • Mail

  • Other Please specify __________________________________


24. Did you receive your order in multiple shipments?

  • Yes

  • No [Skip to Q27]

  • Don’t know [Skip to Q27]


25. Did receiving multiple shipments present any challenges or difficulties for you?

  • Yes

  • No [Skip to Q27]

26. Please describe the challenges did you encountered in receiving your order in multiple shipments.

______________________________________________________________

______________________________________________________________

27. Did you receive the most current federal tax products you ordered in good usable condition?

  • Yes [Skip to Q30]

  • No


28. Which federal tax products were not received in a usable condition?

_______________________________________________________________


29. When you did not receive the federal tax products that you ordered in a usable condition, which of the following did you do? Please check all that apply.

  • Called the IRS

  • Downloaded product from the web

  • Called the Tax Forms Outlet Program (TFOP)

  • Called the Community Based Outlet Program (CBOP)

  • Called the International Program (INTL)

  • Did nothing

  • Other, please specify _______________________________


30. How would you rate your experience with reaching the IRS (CBOP/TFOP) about the defective product?

  • 5 - Very easy [Skip to Q32]

  • 4 [Skip to Q32]

  • 3 [Skip to Q32]

  • 2

  • 1 – Very difficult

  • Don’t know [Skip to Q32]

31. What was difficult about reaching the IRS about tax products that were not usable?

_______________________________________________________

_______________________________________________________

_______________________________________________________


OVERALL SATISFACTION


32. Overall, how would you rate your satisfaction with the IRS order and delivery process for federal tax products and services?


  • 5 - Very satisfied [Skip to Q34]

  • 4 - Satisfied [Skip to Q34]

  • 3 – Somewhat Satisfied [Skip to Q34]

  • 2 - Dissatisfied

  • 1 - Very dissatisfied

  • Don’t know [Skip to Q34]


33. What were the reason(s) for your dissatisfaction with the services you received through the program?

________________________________________________________________

________________________________________________________________

________________________________________________________________


34. In your opinion, what would be the most important improvements that the IRS could make in its tax forms order and fulfillment process for distribution?

_______________________________________________________________

________________________________________________________________

________________________________________________________________


If you have any questions about this survey, you may call the Survey Processing Center at

1-866-377-8208.


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 XXXX-XXXX. 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, Room 6526, 1111 Constitution Ave. NW, Washington, DC 20224.


Thank you for all of your help. That completes the survey.



.

Example

Pre-Notification Letter

(Business Taxpayers)


















[IRS LOGO] [IRS DEPARTMENT LETTERHEAD]


[DATE]


JOHN Q SAMPLE

SAMPLE ADDRESS 1

SAMPLE ADDRESS 2

SAMPLE ADDRESS 3

ANYTOWN, US 12345-6789



Dear [INSERT NAME]:


I am asking for your help in improving the level of service the IRS provides businesses. In a few days, you will receive a survey asking for your opinions about the resources available to you when you prepare your tax returns. By completing this survey, you will help the IRS develop a comprehensive portfolio of service improvements.


This brief survey, which can be completed via the Web or by mail, should take about 15 minutes to complete. Macro International Inc., an independent research company, is administering the survey and will keep your individual identity confidential. Macro International will not provide any identifying information to the IRS along with your responses. Your responses will be reported to the IRS in aggregate with the responses from other tax professionals. Your participation is voluntary.


We are committed to improving service to every customer. Your survey will arrive in the mail with a week. It will also include instructions for completing the survey via the Web. Please help us in this effort by completing and returning the survey as soon as possible.


Sincerely,




Craig Johnson

Acting Director, Research and Analysis

Wage and Investment Division

Example

Cover Letter – First Survey

(Business Taxpayers)

Survey Processing Center

P.O. Box 344

Claysburg, PA 16625 USA


[DATE]


JOHN Q SAMPLE

SAMPLE ADDRESS 1

SAMPLE ADDRESS 2

SAMPLE ADDRESS 3

ANYTOWN, US 12345-6789


Dear [INSERT NAME]:


A few days ago, you received a letter from Craig Johnson, Acting Director, Research and Analysis, Wage and Investment Division, IRS, asking for your assistance in improving the IRS resources available to businesses. The IRS is committed to improving its performance and service to the American public and its partners. As part of this improvement effort, the IRS is conducting a survey of businesses that prepare and file business returns.


You were chosen at random from a list of businesses. Macro International Inc., an independent research company, is administering the survey. You may complete the survey either by mail or online. If you choose to complete it online, please go to the following weblink:


www.business2008survey.com


Once you access the website for the survey, you will be asked to provide a unique password. Please enter the password below:


PASSWORD [Note to NPC: Password will be generated from sample for each survey recipient.]


You can access the survey from any computer that has Internet access by clicking on the above Internet address or by copying the Internet address into your browser. The web address above includes a password that will enable you to exit the survey and re-enter at a later time. It will also protect any data you have entered if you experience any computer disruptions. Macro International will not share these passwords with the IRS at any time during or after this study.


Macro International will keep your responses and individual identity confidential and will not provide any identifying information to the IRS along with your responses. Your responses will be reported to the IRS in aggregate with the responses from other businesses. While your participation is voluntary, we strongly encourage you to complete and return the survey.


The survey should take about 15 minutes to complete. If you are completing the survey by mail, please use the postage-paid reply envelope to return your completed survey by [insert day/date]. If you have any questions or concerns, please feel free to call us toll free at 1-866-377-8208.


Thank you in advance for your cooperation.


Sincerely,


Larry Luskin

Project Director

Example

Reminder Postcard

(Business Taxpayers)

Do We Have Your Input Yet?


Recently, you received a survey asking for your opinions about the IRS resources that are available to you as a business when preparing your business’ taxes.


If you have already completed and returned the survey, please accept our sincere thanks. If not, please take a few minutes to complete and return the survey today. Your input is very important, and we want to be sure that we include your feedback.


If you did not receive the survey, or it has been misplaced, please call us at 1-866-377-8208. When contacting us, you may also request your unique password to complete the survey online (www.business2008survey.com).


Larry Luskin

Project Director

Example

Cover Letter – Second Survey

(Business Taxpayers)

Survey Processing Center

P.O. Box 344

Claysburg, PA 16625 USA


[DATE]


JOHN Q SAMPLE

SAMPLE ADDRESS 1

SAMPLE ADDRESS 2

SAMPLE ADDRESS 3

ANYTOWN, US 12345-6789


Dear [INSERT NAME]:


Recently, you received a survey requesting your input on the IRS resources available to business owners. So far, we have not received your completed survey. As described in our previous communications, on behalf of the IRS, we are administering a nationwide survey to gather reliable information from businesses that prepare and file business tax returns. Your responses are critical to our efforts to enhance the resources available to businesses.


If you have not already done so, please take a few minutes, today, to provide your feedback to the IRS either by mail or online. Macro International Inc., an independent research company, is administering the survey. If you choose to complete it online, please go to the following weblink:


www.business2008survey.com


Once you access the website for the survey, you will be asked to provide a unique password. Please enter the password below:


PASSWORD [Note to NPC: Password will be generated from sample for each survey recipient.]


The password will protect any data you have entered if you experience any computer disruptions. Macro International will not share these passwords with the IRS at any time during or after this study.


Macro International will keep your responses and individual identity confidential and will not provide any identifying information to the IRS along with your responses. Your responses will be reported to the IRS in aggregate with the responses from other businesses. While your participation is voluntary, we strongly encourage you to complete and return the survey by DAY/DATE.


The survey should take about 15 minutes to complete. If you are completing the survey by mail, please use the postage-paid reply envelope to return your completed survey. If you have any questions or concerns, please feel free to call us toll free at 1-866-377-8208.


Thank you in advance for your cooperation.


Sincerely,


Larry Luskin

Project Director

File Typeapplication/msword
File TitleOMB SUPPORTING STATEMENT
Authorsherri.a.settle
Last Modified Byqhrfb
File Modified2008-03-13
File Created2008-03-13

© 2024 OMB.report | Privacy Policy