W&I Market Segment Survey 2009
n=3,105 Online (2,400 English, 400 Spanish LEP, oversample additional 305 local IRS office users)
CONSENT [DISPLAY]
The Internal Revenue Service (IRS) is trying to improve its services by asking customers about their experiences and opinions. This survey is voluntary.Your answers will help the IRS reduce the burden on the average taxpayer in preparing and filing their taxes. They will also help the IRS in finding ways to improve the level of service they provide to taxpayers.
The survey will take about 20 minutes to complete. This is an opinion survey about YOUR experiences in preparing and filing your taxes. It's okay if you used a tax professional to help prepare your returns. We need input from all kinds of people to get a true picture of what Americans think, not just what "experts" say.
This survey is being conducted for the IRS by an independent national research organization, Knowledge Networks. If you have any questions about this survey, please contact Knowledge Networks Panel Relations at (800) 782-6899.
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 contact the Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, 1111 Constitution Ave. NW, Washington, DC 20224.
Thank you in advance for your help!
Panel member variables included in data file. May not need to ask survey respondents following questions unless categories W&I categories differ.
Gender
Age
Age
- 7 categories
Age - 4 categories
Education (Highest Degree
Received)
Education (Categorical)
Race /
Ethnicity
Household Head
Household Size
Ownership
Status Of Living Quarters
Household Income
Marital
Status
Housing Type
Presence Of Household Members -
Children under 2
Presence Of Household Members - Children
2-5
Presence Of Household Members - Children 6-12
Presence
Of Household Members - Children 13-17
Presence Of Household
Members - Adults 18+
Current Employment Status
State
Region
4 - Based On State Of Residence
Region 9 - Based On State Of
Residence
MSA Status
HHs with Internet Access
[PROGRAMMING: ENSURE CORRECT LANGUAGE OFFERED TO RESPONDENTS BASED ON PANEL DATA]
English................... 1
Spanish….............2
XIRS [SAMPLE VARIABLE]
GENERAL POPULATION SAMPLE: n=2,400
LOCAL OFFICE AUGMENTATION SAMPLE: n=305 (to obtain at least 400 total)
LIMITED ENGLISH PROFICIENT SPANISH SAMPLE: n=400
[SC,IF XIRS = 3]
S1e. Would you say you can carry on a conversation in English, both understanding and speaking, very well, pretty well, just a little, or not at all?
Very well
Pretty Well
Just a little
Not at all
[SC,IF XIRS = 3]
S1f. Would you say you can read a newspaper or book in English-- very well, pretty well, just a little, or not at all?
Very well
Pretty Well
Just a little
Not at all
[PROGRAMMING: If S1e=3 or 4, or S1f=3 or 4 CONTINUE. OTHERWISE, TERMINATE]
[SC, PROMPT, TERMINATE IF SKIPPED]
S1a. Did you or your spouse file a FEDERAL INCOME TAX RETURN this year for income earned in 2008?
Yes, I or my spouse filed federal tax return……….1
No federal income tax return filed for 2008 taxes..2
Not sure/Refused…….....………………….......... 3
[SC, IF S1A = 2, 3, PROMPT, TERMINATE IF SKIPPED]]
S1c. Did you not file a federal income tax return this year for 2008 taxes because you….
Got an extension……………………………….….……..1
Were under the income limit for filing…………...……...2
Were a dependent of someone outside the household……3
Something else (SPECIFY)…………….………………...4
Not sure ……………………………………..…………...5
Did file federal tax return………………………………...6
[IF S1C IN 1-5, TERMINATE]
[SC, PROMPT, TERMINATE IF SKIPPED]]
S2. Would you say that you are the adult in your household who is most familiar with the preparation and filing of your 2008 federal income tax return [IF XIRS = 3 ‘and your preferred language is Spanish’]?
Yes, most familiar…………..1
Equally familiar…………….2
Not most/equally familiar…..3 [TERMINATE]
PROMPT, TERMINATE IF SKIPPED]
S3. Who prepared your taxes?
1 I (myself)
2 A friend or family member (relative)
3 The IRS
4 A volunteer (at a Volunteer Income Tax Assistance or Tax Counseling for the Elderly site where volunteers prepare your taxes)
An independent accountant/CPA
H&R Block
Jackson Hewitt
Other paid professional
[IF XIRS = 3, SHOW ‘Notario’]
Someone else
11 Don’t Know [TERMINATE]
[SC, PROMPT, TERMINATE IF SKIPPED]]
S4. Which of the following is the filing status you used on your return?
1 Single
2 Married, filing jointly
3 Married, filing separately
4 Head of Household (single with dependent parent or child)
5 Qualifying widow(er) with dependent child
6 Don’t Know [TERMINATE]
S6. Which of the following forms were used to file your 2008 tax return (tax return filed in 2009 for income earned in year 2008)?
1 Short form 1040EZ - did not itemize deductions [skip to q1a]
2 Short form 1040A - did not itemize deductions [skip to q1a]
3 Long form 1040 WITHOUT other forms or schedules -
did not itemize deductions [skip to q1a]
4 Long form 1040 WITH other forms or schedules -did itemize deductions
Long form- don’t remember if had other forms/schedules
6 Short form don’t remember which one [skip to q1a]
7 Don’t know - someone else prepared or filed it
[SC, GRID, IF S6 = 4 or 5]]
S6a. Which of the following form and schedules were filed with your 2008 return? Did you file a:
A. Schedule A for itemized deductions including home mortgage deductions, charitable contributions, and other types of deductions
B. Schedule B for interest and dividend income
C. Schedule C for small business income
D. Schedule D for capital gains or losses
Schedule E for supplemental income, such as rental income, royalties, and trusts
F. Schedule F for farm income
G Form 2106 employee business expenses
1—Yes 2—No 3—Don’t Know
[SC, GRID, , Display schedules not answered yes in s6a or SHOW ALL FOR code 7 in s6, PROMPT, TERMINATE IF SKIPPED]]
S6b. Did you report any of the following types of income or losses on your 2008 federal tax return (for income earned in year 2008)?
[SHOW IF S6aC NE 1] Small business I own (Schedule C)
[SHOW IF S6aE NE 1] Rental property (Schedule E)
[SHOW IF S6aE NE 1] Royalties (Schedule E)
[SHOW IF S6aE NE 1] Estate or trust (Schedule E)
[SHOW IF S6aF NE 1] A farm I own (Schedule F)
Partnership or S Corporation [IF YES, TERMINATE]
1—Yes 2—No 3—Don’t Know
I. AWARENESS AND IRS INTERACTIONS IN PAST 12 MONTHS
AWARENESS
[SC, GRID]
Q1a. The following questions are about your awareness of different ways to contact the IRS.
Regardless of language, are you aware that you can get information or help such as obtaining forms or tax law information from the IRS in the following ways . . .
1—Yes 2—No
a Calling the IRS Toll-Free line?
b Visiting the Local IRS Office (Taxpayer Assistance Center)?
c Visiting the IRS web site?
d Sending regular mail to the IRS?
e E-mailing the IRS?
f Dealing with Volunteers trained by the IRS that provide free tax preparation?
Q44. Are you aware that you can track the status of your refund on the IRS web site?
1 Yes
2 No
Q1a.1 Are you aware that you can obtain identity theft information on the IRS web site?
1 Yes
2 No
[IF XIRS = 3, SC, GRID]
Q1b. Are you aware that you can get information or help such as obtaining forms or tax law information from the IRS in the following ways in Spanish?
1—Yes 2—No
a Calling the IRS Toll-Free line in Spanish?
b Visiting the Local IRS Office (Taxpayer Assistance Center) and getting assistance in Spanish?
c Visiting the Español section of the IRS web site?
d Sending regular mail to the IRS in Spanish?
e Volunteers trained by the IRS to provide free tax preparation in Spanish?
[IF
XIRS = 3, and Q1b_c=Yes, SC]
You mentioned that you are aware of
the Espanol section of the IRS web site.
Q5s1. Did you know there is a “Where’s My Refund” section in Spanish on the IRS web site?
Yes
No
[IF XIRS = 3, and Q1c=Yes, SC]
Q5s2. Are you aware that you can get basic tax information, tax forms, instructions, and publications in Spanish from the
Español section of the IRS web site?
1 Yes
2 No
INTRO1 [IF A “YES” RESPONSE TO Q1a_a thru Q1a_e or YES to Q1b_a thru Q1b_d , DISPLAY]
The next questions are about any contact you may have had with the Internal Revenue Service (IRS) in the past 12 months, including actively using the IRS web site to obtain information. [IF XIRS = 3: ‘Please include all contacts regardless of whether they were in Spanish or English’]
[IF A “YES” RESPONSE TO Q1a_a thru Q1a_e or YES to Q1b_a thru Q1b_d , SC, GRID]
Q2. In the past 12 months, did you contact the IRS for any reason, using any of the following methods:
1—Yes 2—No
2a [ASK IF Q1a_a=Yes or Q1b_a=Yes] Call the IRS Toll-Free line
2b [ASK IF Q1a_b=Yes or Q1b_b=Yes] Visit the local IRS office
2c [ASK IF Q1a_c=Yes or Q1b_c=Yes] Actively visit the IRS web site to obtain information. Please do not count casual browsing.
2d [ASK IF Q1a_d=Yes or Q1b_d=Yes] Contact the IRS through regular mail
2e [ASK IF Q1a_e=Yes] Email the IRS
LOCAL [ DATA ONLY]
IF Q2B = 1 THEN LOCAL = 1 – YES
ELSE LOCAL = 2 – NO
[IF XIRS = 2 AND LOCAL = 2, TERMINATE]
CHANNEL EXPERIENCE
[IF Q2A = YES; MC/NUM, GRID, RANGE 01-99]
Q3a/3b. For which of the following reasons did you call the toll-free line in the past 12 months, and for each issue mentioned, how many times did you call Toll-Free for this issue?
. Issue |
A.CHECKBOX |
b. # Times |
|
|
_____
_____ _____
_____ _____ _____
_____ _____
_____ _____
|
Español Toll-Free Line
[IF XIRS = 3, SC]
Q3s1. When you called the IRS Toll-free line, did you use the Spanish language option, English language option, or both?
Spanish only
English only
Both
Q3c. Was there anything difficult about using the Toll-Free line?
1 Yes
2 No
[IF Q3C = 1, MC]
Q3d. What about using the Toll-Free line was difficult for you?
Getting correct answers to my question
Understanding the answer
Ease of getting through to Toll-Free line/Wait time
Time it took to get the information
Getting a Live Person on the Phone
Getting Someone Who Speaks Spanish
Navigating the Automated System
Something Else (Please Specify) ______________
[IF Q2A = YES , SC]
Q3e. Did you hang up before getting through or before receiving the information you needed?
1 Yes
2 No
[IF Q3E = 1, MC]
Q3g. What were your reasons for hanging up?
1 Kept getting a busy signal
2 Placed on hold too long
3 Kept getting transferred
4 Couldn’t understand the menu system
5 Too many choices to listen to on the menu system
6 Other
[IF Q2A = YES , SC]
Q3h. Were you transferred more than once when you called?
1 Yes
2 No
[IF Q3h=YES, SC]
Q3h1 What’s the main reason that you were transferred? (Select one)
I got a different issue that needs to be answered by someone else
I was transferred to a more knowledgeable representative
I was transferred to someone who has authority to resolve my issue
[IF Q2A = YES , SC]
Q3i. Did you get unclear information (information that was not easy to understand)?
Yes
No
TIME1 [DATA ONLY, ROTATE]
1. 5 minutes
2. 10 minutes
3. 15 minutes
[IF Q2A = YES , SC]
Q3k. If you knew you had to wait [INSERT TIME1] to receive service from a representative on the Toll-Free line, how likely would you be to continue to hold?
Not at all likely
Not very likely
Somewhat likely
Very likely
[IF Q2A = YES , SC]
Q3l. Think about all aspects of using the IRS Toll-Free line. Please rate your satisfaction with using the Toll-Free line.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[IF LOCAL = 2, GO TO Q5A
ELSE CONTINUE WITH Q4A]
[MC/NUM, GRID, RANGE 01-99]
Q4a/4b. For which of the following reasons did you visit a local IRS office, or Taxpayer Assistance Center, in the past 12 months, for each issue mentioned, how many times did you use a local IRS office for this issue?
a. Issue |
b. # Times |
|
_____
_____ _____ _____
_____
_____
_____ _____
_____
_____
|
[IF XIRS = 3, SC]
Q4s1 Did you need assistance in Spanish when you visited a local IRS office?
1 Yes
2 No
[IF Q4S1 = 1, SC]
Q4s2 Did you receive assistance in Spanish?
1 Yes
2 No
[IF Q4S2 = 1, SC]
Q4s3 Did you receive assistance from a bilingual assistor, or did you use the over the phone interpreter service?
1 Bilingual assistor
2 Over the Phone interpreter
[IF Q4S3 = 1, SC]
Q4s4 Please rate your satisfaction with using the bilingual assistor?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[IF Q4S3 = 2, SC]
Q4s5 Please rate your satisfaction with using the over-the-phone interpreter?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
TIME2 [DATA ONLY, ROTATE]
1. 10 minutes
2. 30 minutes
3. 60 minutes
[SC]
Q4c. If you knew you had to wait [INSERT TIME2] minutes to receive service from a representative at the local IRS office, how likely would you be to continue waiting?
Not at all likely
Not very likely
Somewhat likely
Very likely
[SC]
4d. Think about all aspects of using an IRS office. Please rate your satisfaction with using the IRS office (Taxpayer Assistance Center).
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
IRS web site [PROGRAMMING: If Q2c=YES, continue with this section]
[IF Q2C NE 1, GO TO Q6A
ELSE CONTINUE WITH Q5A]
[MC/NUM, GRID, RANGE 01-99]
5a/5b. For which of the following reasons did you actively use the IRS web site in the past 12 months? Please do not count casual browsing, and for each issue mentioned, how many times did you use the IRS web site for this issue?
a. Issue |
b. # Times |
|
_____
_____ _____
_____ _____
_____
_____ _____
_____
_____
|
Q5c.1 Did you visit the IRS web site for information about identity theft?
(If yes) Were you able to obtain information about identity theft on IRS web site?
Yes
No
Q5c.2 What specific information did you obtain from the IRS web site? (select all that apply)
What to do if you are a victim of Identity Theft
What to do if you believe your tax records have been impacted due to Identity Theft
How to report a suspected fraudulent IRS web site
What are the identified fraudulent IRS web sites
How the IRS protects your personal information
What to do if you believe the IRS has compromised your personal information
Other
If q5c.1=NO,
Q5c.3 Please specify what information regarding Identity Theft you were not able to obtain from IRS web site?
Open end _____________________________________________
If q5c.1=YES
How satisfied were you with the information you received regarding Identity Theft?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[IF XIRS = 3, SC]
Q5s3. When you used the IRS web site to get information, did you use the Español section of the IRS web site, the IRS web site in English, or both?
1 Spanish only
2 English only
3 Both Spanish and English
[IF XIR=3 AND Q5S3 = 3, SC]
Q5s6. Which language section of the IRS web site did you use more?
Español
English
About the same
[IF Q5a_7 = 1 AND XIR=3, SC]
Q5s5. How satisfied were you with the information received on the “Where’s My Refund ” Español section of the IRS Web site ?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[IF Q5S3 = 2 AND XIR=3, MC]
Q5s7 What were the reasons you have not used the Español section of the IRS web site?
1 I’m not aware of the IRS Spanish web site
2 I’m not aware that tax info is available in Spanish
3 I prefer to get Spanish information from the English IRS web site
4 Other (specify)____________________________
Q5c. Was there anything difficult about using the IRS web site ?
1 Yes
2 No
[IF Q5C = 1, MC]
Q5d. What about using the IRS web site was difficult for you?
Language problems using/understanding info
Finding the information I needed
Using the Search Engine (not language related)
Understanding the information (not language related)
Time I spent
Too Many Pop-ups/Leading me to Other Sites
Difficulty Downloading
Difficulty Printing Out Forms
Something else (Please Specify)
[SC]
Q5e. Were you able to obtain the information you were seeking [IF XIRS = 3: ‘in Spanish’]?
Yes
No
[SC]
Q5f. Did you get unclear information?
Yes
No
[SC]
Q5h. Think about all aspects of using the IRS web site, please rate your satisfaction with using the IRS web site.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
Regular Mail [PROGRAMMING: If Q2d=YES, continue with this section]
[IF Q2D NE 1, GO TO Q7A
ELSE CONTINUE WITH Q6A]
[MC/NUM, GRID, RANGE 01-99]
Q6a/6b. For which of the following reasons did you use regular mail to contact the IRS in the past 12 months, and for each issue mentioned, how many times did you use regular mail for this issue?
a. Issue |
b. # Times |
|
_____
_____ _____
_____ _____
_____
_____ _____
_____
_____
|
[SC]
Q6c. Was there anything difficult about contacting the IRS by regular mail?
1 Yes
2 No
[IF Q6C = 1, MC]
Q6d. What about contacting the IRS by regular mail was difficult for you?
Writing a letter
Time it took to receive a reply from the IRS
Getting correct answers to my question
Understanding the answer
Something Else (Please Specify) ______________
[SC]
Q6e. Think about all aspects of contacting the IRS by regular mail. Please rate your satisfaction with contacting the IRS by regular mail.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
Email [PROGRAMMING: IF Q2e=YES, continue with this section]
[IF Q2E NE 1, GO TO Q8
ELSE CONTINUE WITH Q7A]
[MC/NUM, GRID, RANGE 01-99]
Q7a/7b. For which of the following reasons did you send email to the IRS in the past 12 months, and for each issue mentioned, how many times did you use email for this issue?
a. Issue |
b. # Times |
|
_____
_____ _____
_____ _____
_____
_____
_____
_____
|
[SC]
Q7e. Think about all aspects of contacting the IRS by email. Please rate your satisfaction with contacting the IRS by email.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[SC, If yes to 2a, b, c, d, OR e]
Q8. Did you contact the IRS for any other reasons you have not mentioned?
YES 1- 5% said yes
NO 2
[TXT, IF Q8 = 1]
Q8A What other reasons?_____VARIOUS_________________________________________
VITA [PROGRAMMING: ASK Q10a IF Q1a_f=Yes OR Q1b_e=Yes, ELSE SKIP TO Q11]
[IF Q1a_f=Yes OR Q1b_e=Yes CONTINUE WITH Q10A
ELSE SKIP TO Q11]
[SC]
Q10a. Did you get free tax preparation help for your 2008 taxes from volunteers trained by the IRS?
Yes
No [SKIP TO Q11]
[IF XIRS = 3, SC]
Q10s1. The IRS offers Volunteer Income Tax Assistance services in Spanish. Did you need assistance in Spanish?
1 Yes
2 No
[IF Q10S1 = 1, SC]
Q10s2 Did you receive assistance in Spanish?
1 Yes
2 No
[IF Q10A = 1, SC]
Q10b. Was there anything difficult about using the free tax preparation services provided by volunteers trained by the IRS?
1 Yes [PROGRAMMING: Continue]
2 No [PROGRAMMING: Skip to Q10d]
[IF Q10A = 1, SC]
Q10d. Think about all aspects of getting free tax preparation help from volunteers while preparing your 2008 taxes, please rate your satisfaction with getting free tax preparation services from volunteers.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[IF XIRS = 3, TXT]—
Q11. What additional tax information, if any, would you like made available in Spanish?
Open end_____________________________________________________
Cross-Channel Interactions (ALL RESPONDENTS)
Q12. If you were to go to a local IRS office, how likely would you be to consider using a computer or phone line at a local IRS office, instead of talking to a representative in-person? A representative would still be available if you had questions. Would you be . . .
Very unlikely
Somewhat unlikely
Somewhat likely
Very likely
[MC, IF Q2C = NO AND (Q2B = YES OR Q2A = YES]
Q13. What are the main reasons you visited a local office or used the toll-free line instead of visiting the IRS web site to get information from the IRS?
1 I don’t have Internet access
2 I am used to going to local IRS offices
3 I am used to calling the Toll-Free line
4 I don’t believe I can get my questions answered by using the IRS web site
I did try to use the IRS web site
I wasn’t aware of the IRS web site
The letter I received from the IRS said to call a telephone number
The letter I received from the IRS said to go to a local office
Something else (specify)
[MC]
Q14. Which tax-related activities would you perform in the future using the IRS web site (www.irs.gov)?
Get an IRS form or publication
Get help preparing a federal tax return or form (tax return prep assistance)
File a federal tax return or form
Find an answer to a tax law question
Find out where to send payments (payment information)
Set up a payment plan (payment information)
Make a payment
Get information on or respond to a letter or notice received from the IRS
Obtain prior year’s tax return information
Get information about a refund
Obtain individual tax ID number or employer ID number
Something else (specify)_____________________
None – I would not complete any of these activities using the IRS web site
[SC, IF Q14 NE 13]
Q15. If you were able to review your federal tax return information online through a secure link on the IRS web site, how likely would you be to use this service? Would you be . . .
Very unlikely
Somewhat unlikely
Somewhat likely
Very likely
Q5g (Ask all) What would motivate you to use the IRS web site?
If the information was easier to locate by navigating through the web site
If the information answered my questions
If the search engine in the IRS web site was easier to use
If I have internet access
Other (specify)__________________________________________
Are you aware that the IRS does not initiate taxpayer communication or request detailed personal information through e-mail?
Yes
No
Do you know what to do if the IRS contacts you because of a tax issues that you believe may have been created as a result of identity theft?
Yes
No
If yes, please specify what you can do.
Would you know what to do if received an e-mail claiming to be from the IRS or directing you to an IRS site and requesting personal information?
Yes
No
If yes, please specify what you would do.
SECTION II. FIRST CONTACT RESOLUTION
[PROGRAMMING: SKIP TO SECTION III IF Q2a thru Q2e is not yes]
[IF all q2a through q2e ne yes skip to q23. ELSE continue with q16]
[SC]
Q16 You mentioned that you have contacted the IRS in the past 12 months. Contacting the IRS includes calling the IRS toll-free line, visiting a local IRS office, actively visiting the IRS web site (not casual browsing), contacting the IRS through regular mail, or emailing the IRS.
What was the most recent reason that you contacted the IRS in the past 12 months?
A form or publication
Tax return preparation assistance
Payment information
A balance due
Levy/Lien
Information or assistance about a notice, other than balance due or levy/lien (A notice is a letter from the IRS)
Tax law question(s), besides notice
A prior year’s tax return information
Information about the Economic Stimulus /tax rebate
Refund information (non-Economic Stimulus related)
Individual or Employer Tax ID
Information on eligibility or filing for Earned Income Tax Credit (EITC)
Other, specify ___________
[IF NO RESPONSE SELECTED IN Q16, SKIP TO Q23]
KN: Can you use a different color for the issue selected in Q16 for Q17 thru Q22
[SC]
Q17. Did you contact the IRS more than once in the past 12 months to get help with your most recent issue - - [Insert response from Q16]?
Yes
No
[IF Q17 IS SKIPPED, SKIP TO Q23]
[SC]
Q18. Thinking back to the [IF Q17 = 1 INSERT: ‘very first’] time you contacted the IRS in the past 12 months for [Insert response from Q16]what method did you use for contact?
IRS web site
Toll-Free (telephone)
IRS office (TAC, walk-in center)
[IF Q18 IS SKIPPED, SKIP TO Q23]
[MC, IF Q17 = 1] programmer; only show option not selected in Q18
Q19. Besides[Insert response from Q18], what other methods did you use to contact the IRS in the past 12 months to get help with your most recent issue - - [Insert response from Q16]
IRS web site
Toll-Free (Telephone)
IRS office (TAC, walk-in center)
None [SC]
[SC]
Q20a. When you contacted the IRS [IF Q17 = 1 INSERT: ‘the very first time’] using [Insert response from Q18] for [Insert response from Q16] did you expect to resolve this issue with just one contact to the IRS?
Yes
No
[SC]
Q20b. During your [IF Q17 = 1 INSERT: ‘first’] time using [Insert response from Q18], did you get what you needed in order to resolve this issue?
Yes [GOTO Q23]
No
[MC, IF Q20B = 2]
Q21 What could the IRS have done differently in order to help you resolve your most recent issue [Insert response from Q16] during your first contact using [[Insert response from Q18]?
The IRS:
1 Should have given me the right answer the first time
2 Needs to make information easier to understand
3 [IF Q18 NE 1 OR 4]Representatives should be trained to be better listeners
4 [[IF Q18 NE 1 OR 4]Representatives should have repeated back what I told them so I'd know they had it right
5 [IF Q18 NE 1] Representatives should have more authority
6 [IF Q18 NE 1] Should have provided me with more timely information
7 [Q18 =1]Should have had the information that I needed online so I could use the IRS web site to resolve the issue
8 Should have done something else (specify) __________________________________________.
9 Nothing [SC]
[MC, IF Q20B = 2]
Q22. What could you have done differently in order to help resolve [Insert response from Q16] during your first contact with the IRS?
1 Could have gathered all the information I needed before contacting IRS
2 Could have kept better records or documentation
3 Could have read the letter or notice more carefully before contacting IRS
4 Could have contacted IRS sooner after receiving the letter or notice
5 Could have used a different method to contact the IRS - the contact method I used did not have information about my issue available
6 Other (specify)__________________________________________________________.
7 Nothing [SC]
[MC]
Q23. The next questions are about completing and filing your 2008 taxes.
Where did you get general tax information, including information about changes in tax laws for your 2008 federal tax return?
IRS direct mailings
IRS web site in English
IRS web site in Spanish
IRS telephone contact
IRS in-person
IRS sponsored tax class or seminar
IRS (unspecified)
Accountant/tax preparer (H&R Block, Jackson Hewitt)
Employer/Union/Trade Organization
Family/Friend
Library
[IF XIRS = 3] Notario
Non-IRS Books and Publications
Non-IRS web site
Post Office
Social/Community Organization (Church/religious group, theaters, community centers/outreach groups, schools)
Tax preparation software (TurboTax, TaxAct, etc)
Other [specify]
[MC]
Q24. Where did you get forms and publications for your 2008 federal tax return?
IRS direct mailings
IRS web site in English
IRS web site in Spanish
IRS telephone contact
IRS in-person
IRS sponsored tax class or seminar
IRS (unspecified)
Accountant/tax preparer (H&R Block, Jackson Hewitt)
Employer/Union/Trade Organization
Family/Friend
Library
Notario [PROGRAMMING: Spanish-only]
Non-IRS Books and Publications
Non-IRS web site
Post Office
Social/Community Organization (Church/religious group, theaters, community centers/outreach groups, schools)
Tax preparation software (TurboTax, TaxAct, etc)
Other [specify]
[PROGRAMMING: IF accountant or notario in both Q23 and Q24, skip Q25]
[PROGRAMMING: IF (Q23=8 OR 12) AND (Q24=8 OR 12), SKIP TO CONDITIONAL BEFORE Q26]
[IF (Q23NE 8 OR 12) AND (Q24 NE 8 OR 12), SC]
Q25. Considering all sources you used, please rate your satisfaction with the ease of getting general tax information, including forms or publications.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[IF S3 = 1 OR 2, SC]
Q26. How did [IF S3 = 1 INSERT ‘you’/ IF S3 = 2, INSERT ‘your friend or relative’] prepare your 2008 federal taxes? By this, we mean filling out the forms and not necessarily the actual filing task. Did [IF S3 = 1 INSERT ‘you’/ IF S3 = 2, INSERT ‘your friend or relative’] prepare them?
By hand, using IRS tax forms
On the computer, using a purchased computer program (such as TurboTax)
On the computer, using Free File on the IRS web site
On the computer, using Spanish Free File on the IRS web site
Both by hand and on the computer using a purchased computer program
Both by hand and on the computer using Free File on the IRS web site
Both by hand and on the computer using Spanish Free File on the IRS web site
Other, specify
[IF S3 = 1, SC]
Q27. Did you have your 2007 federal tax return available to you when you prepared your 2008 return?
Yes
No
First time filer/Not applicable
[ SC]
Q28. Did you apply for the Earned Income Tax Credit, EITC, when you filed your 2008 federal tax return this year?
1 Yes
2 No
[ SC]
Q29. During the past year the IRS’ Earned Income Tax Credit (EITC) advertising campaign was, “I Take Credit”. Have you seen or heard this advertisement?
1
Yes
2 No
Q33. Are you aware that you can file your federal tax return electronically?
1 Yes
2 No
Q35. Are you aware that “Free-File” option is available on www.irs.gov, where some taxpayers can file their federal return electronically at no cost if they meet certain income requirements?
1 Yes
2 No
[SC, IF XIRS = 3 and Q35=yes]
Q35s1. Are you aware that this Free-File option is also available in Spanish from the Espanol section of irs.gov.?
1 Yes
2 No
[ SC]
Q30a. How was your federal tax return filed this year? Did you:?
1 File by regular mail
2 File electronically (e-file)
3 Deliver in person
4 Not sure, filed by someone else
[ SC, IF Q30A = 2]
Q30a1 How did you electronically file your federal tax return this year?
By computer using a “Free-File” option through www.irs.gov in English with no cost
By computer using tax preparation software like TurboTax or TaxAct
(IF XIRS=3) By computer using a “Free-file” option through the Espanol section of the IRS.gov with no cost
Not sure how\filed by my tax preparer
[ SC, IF Q30A = 1,2, 3]
Q31a. Did you Insert response from Q30A] in the previous year?
Yes
No
[ SC, IF Q31A = 2]
Q31b. What is the main reason you changed the way you filed your tax return this year?
New computer access/computer programs
IRS Free-file options
Advertising
Tax preparer influenced change
Word of mouth
Quicker/Faster Refund
Easier/More Convenient
Owed Money
Change in Filing Status
Wanted to Try Different Method
Security Issues
Cost
First Time Filer/Haven't Filed for Previous Years
Filed for an Extension/Meeting Deadline
Other (specify)
[ SC, IF Q33 = 1 AND Q30A = 1 0R 3]
What is the primary reason that your return was not filed electronically?
Like paper filing
Cost
Don’t trust e-filing
[IF S3 NE 1] The option was not offered to me
[IF S3 = 1] No access to Internet/computer
Did not know about it/Never thought about it
Too hard/complex
Don’t trust security with sending my personal information online
Owed money to the IRS
No need/Prefer not to
Other (specify)__________________
[SC, Q35 = 1 or 35s1=1 or q30a1=1 or 3 ]
Q36 How did you first learn about Free-File?
Billboard
Cinema, movie theater
Friend, family, colleague
IRS web site
Non-IRS web site
Magazine
Newspaper
Other IRS materials - Poster, brochure, flyer
Public transportation (bus, train, etc.)
Radio
Television
IRS Federal Income Tax Return package
Don’t remember
Other
[MC if ((Q35=YES OR Q35S1=YES (AWARE OF FREE FILE)) AND ((Q30A=1 OR 3 ) OR (Q30a1=2))]
Q37:
What were the reasons that you did not use Free-file for your 2008 tax return?
1 Income not qualified
2 Wasn’t aware of or don’t understand what Free File is
3 Instructions too confusing on IRS web site
4 Difficult to use once I am on 3rd party web site
Don’t have confidence in Free File/trust in Free-File
Don’t trust security with sending my personal information online
Refund anticipation loan provides faster refund
Option Wasn't Offered/Chosen by Someone Else
Not Interested/Prefer other method
Complicated Taxes
Other (specify)________________________________
[SC, GRID]
Q38. Here are some questions about preparing and filing your return. How satisfied were you with:?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[IF S3 NE 1 SHOW]
A. The tax advice provided by the person who prepared your taxes
B. The accuracy of the person who prepared your taxes
C. The knowledge of the person who prepared your taxes
D. The time it took that person to prepare your taxes after you provided all the necessary information
[IF S3 = 1 SHOW]
E. The time you spent completing your federal tax return
The ease of understanding what materials and documents to include with your federal tax return
The ease of understanding where to send your return
[IF Q30A1=2] The amount of money you spent to file your federal tax return electronically
[IF Q30A1=1 OR 35s2=1] Ease of using Free-File through the IRS web site
[S3 NE 1, SC]
Q39a1 Taking all factors into account, please rate your overall satisfaction with the person who completed your return.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[S3 NE 1, SC]
Q39a2. Taking all factors into account, please rate your overall satisfaction with the filing process (the actual filing task) of your federal return.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[S3 = 1, SC]
Q39b. Taking all factors into account, please rate your satisfaction with preparing and filing your federal return.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[S3 = 1, TXT]
Q40. Please tell us what you believe the IRS could do to improve the process of completing and filing your return.
________________________________________________________________________
IV. GETTING YOUR REFUND FROM THE IRS
[PROGRAMMING: IF Q3a=7 or Q4a=7 or Q5a=7 or Q6a=7 or Q7a=7 (Refund Information), ASK Q42b]
[IF Q3a NE 7 and Q4a NE 7 and Q5a NE 7 and Q6a NE 7 and Q7a NE 7, SC]
Q42a Did you contact the IRS about a refund from ANY tax year?
Yes [GO TO Q42C]
No [GO TO Q43]
[IF Q3a=7 or Q4a=7 or Q5a=7 or Q6a=7 or Q7a=7; SC]
42b You said earlier that you contacted the IRS about a refund by
[IF Q3A = 7 INSERT ‘calling the toll-free line’,
[IF Q4A = 7 INSERT ‘visiting a local IRS office’,
[IF Q5A = 7 INSERT ‘going to the IRS web site’,
[IF Q6A = 7 INSERT ‘using regular mail to contact the IRS’,
[IF Q7A = 7 INSERT ‘sending email to the IRS’]
Did you also contact the IRS about a refund from any tax year in the last 12 months through
[IF Q3A NE 7 INSERT ‘calling the toll-free line’,
[IF Q4A NE 7 INSERT ‘visiting a local IRS office’,
[IF Q5A NE 7 INSERT ‘going to the IRS web site’,
[IF Q6A NE 7 INSERT ‘using regular mail to contact the IRS’,
[IF Q7A NE 7 INSERT ‘sending email to the IRS’]
Yes ASK Q42c
No SKIP TO Q43
[IF Q42B = 1, MC/NUM GRID, RANGE 0-99]
Q42c How did you contact the IRS about the refund and how many times did you contact the IRS about a refund in the past 12 months for each method?
Method CHECKBOX Number of Times in Past 12 Months
1. [IF Q3A = 7 DO NOT DISPLAY OPTION]Call the IRS Toll-free number __________
2. [IF Q4A = 7 DO NOT DISPLAY OPTION]Visit the local IRS office __________
3. [IF Q5A = 7 DO NOT DISPLAY OPTION]Visit the IRS web site __________
4. [IF Q6A = 7 DO NOT DISPLAY OPTION]Send regular mail to the IRS __________
5. [IF Q7A = 7 DO NOT DISPLAY OPTION]Send email to the IRS __________
[SC]
Q43. Following are some questions about getting your refund from the IRS for your 2008 federal tax return.
Did you owe money to the IRS or did you expect a refund from the IRS for your 2008 federal income taxes?
1 Owed money
2 Expected refund
3 Neither
[SC, IF Q43 = 2 and S3=5,6,7,8,9]
Q45a. ] Did you receive a tax refund anticipation loan this year? A tax refund anticipation loan is an immediate loan, sometimes referred to as a “rapid refund”, which is typically facilitated by a tax preparer against an anticipated tax refund.
1 Yes
2 No
[IF Q45A = 1, SC]
Q45b. Would you still have taken that loan if you could have expected to receive your refund from the IRS in about three days?
1 Yes
2 No
[SC, IF Q43 = 2]
Q46 Have you received your refund for your 2008 tax return yet? If you were expecting a refund, but it was withheld for any reason, please answer “No”.
1 Yes
2 No
3 Applied to prior year balance/estimated tax
[IF 46 = 1, 2, SC]
Q48. [IF Q46 = 2, SHOW How did you request to receive your refund?
[IF Q46 = 1, SHOW How did you receive your refund?
Direct deposit
Paper check
Refund anticipation loan
[SC/GRID, IF Q43 = 2]
Q50. [Please rate your satisfaction with the following aspects of getting your refund from the IRS. How satisfied were you with:
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
Not applicable
[IF Q46 = 1] The time it took to receive your refund from the IRS
[IF Q46 = 1]] The accuracy of your refund
[IF Q46 = 1] The IRS’s explanation of any adjustments to your refund
The ease of making contact with the IRS about your refund
Getting a clear answer to your questions when contacting the IRS about your refund
[SC, IF Q43 = 2]
Q51. Taking all factors into account, please rate your satisfaction with getting your refund from the IRS for the 2008 tax season?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
Q52. (Ask all) The following questions are about notices. A notice is a letter from the IRS, NOT counting a letter regarding the Economic Stimulus payment/tax rebate
In the past 12 months, have you received a notice in the mail from the IRS about any federal return that you filed?
1 Yes
2 No [SKIP TO NEXT SECTION]
[SC]
Q53. [IF q52=YES] In the past two years, have you received a similar notice about previous returns filed?
1 Yes
2 No
[SC]
Q55. In the past 12 months, how did you handle notices received? Did you:
Contact IRS about the issue myself WITH questions
Contact IRS about the issue myself WITHOUT questions
Have someone else handle it
4
Did nothing regarding the notice
IF (Q55=Did nothing regarding the notice)
Q55a. What was the reason that you did nothing about the notice?
The notice said no action is needed
I chose to ignore the letter
The issue was already resolved
Other (specify)____________________
[IF Q55 = 4, SKIP TO Q57]
Next are some questions about your contact in the past 12 months about any notices you’ve received.
[IF Q55 = 1 OR 2, MC/NUM, RANGE 0-99]
Q56a/56b. How did you contact the IRS about the notice and how many times did you contact the IRS about a notice in
the past 12 months for each method?
Method Number of Times in Past 12 Months
1. [IF Q3A = 4 DO NOT DISPLAY OPTION]Call the IRS Toll-free number __________
2. [IF Q4A = 4 DO NOT DISPLAY OPTION]Visit the local IRS office __________
4. [IF Q6A = 4 DO NOT DISPLAY OPTION]Send regular mail to the IRS __________
5. [IF Q7A = 4 DO NOT DISPLAY OPTION]Send email to the IRS __________
[IF Q3A = 4 OR Q56A = 1, SC]
Q56c. Were you able to resolve the issue in your notice(s) when you called the telephone number listed in the notice?
1 Yes
2 No
[IF IF Q4A = 4 OR Q56A = 2, SC]
Q56d. Were you able to resolve the issue in your notice(s) when you visited the local IRS office (Taxpayer Assistance Center)?
1 Yes
2 No
[IF Q6A = 4 OR IF Q56A = 4, SC]
Q56e. Were you able to resolve the issue in your notice(s) when you used mail correspondence?
1 Yes
2 No
[SC]
Q57. What was your most recent notice about?
Error on return: Under-reported income
Error on return: Inadequate withholdings
Failure to file a return
Failure to make payment
Failure to sign
Overpayment
Mistake/Error on Return
Refund Issue
Balance Owed Issue
Resubmitting/Missing forms
Penalty for late filing (from SESE Customer Base survey)
Other (specify)_______________________
[SC]
Q58a. Was the most recent notice…?
Resolved in your favor
Resolved, but not in your favor
Not resolved
Resolved, but unsure in whose favor
[SC, IF Q58A = 1, 2, 4]
Q58b Did you agree with the resolution of the most recent notice?
Yes
No
[NUM, IF Q58A = 1, 2, 4, RANGE 00-95, RECODE OPTIONS 96, 97 INTO NUMERIC VALUES OF 96, 97 IF CHOSEN]
Q58c. Approximately, how many months after you received the most recent notice were you informed that the issue was resolved (Please enter actual number of months)
_________ months
96 96 or more
97 Never informed
[NUM, IF Q58A = 1, 2, 4, RANGE 00-96, RECODE OPTION 97 INTO NUMERIC VALUES OF 97 IF CHOSEN]]
Q59. Approximately, how many hours did you spend trying to resolve the issue in your most recent notice?
________ hours
97 97 or more
[SC]
Q60. Who prepared the return that led the IRS to issue the most recent notice? Was it:
I (myself)
A tax professional
The IRS
Other (specify)_________________
[TXT, IF Q58A = 3]
Q61. Why was your issue NOT resolved?
___________________________________
[MC, ALLOW TWO RESPONSES MAX, ROTATE RESPONSES A-D]
Q62. Which of the following do you think will help the IRS improve the notices process? Please pick the top two improvement areas
The IRS should . . .
offer online tools to resolve issues
issue notices more quickly
acknowledge information was received
process information more quickly
do something else (specify)____________________________
[SC]
Q63. Thinking about all aspects of your most recent experience with an IRS notice, please rate your satisfaction with resolving your notice.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
VI. OVERALL SATISFACTION: ALL RESPONDENTS
[PROMPT]
[SC, IF XIRS = 3]
Q71a Here is a question for you about the Spanish-language assistance you received. Please rate your OVERALL satisfaction with the Spanish-language assistance you received from the IRS for your 2008 federal taxes.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very Satisfied
[PROMPT]
[SC]
Q71b. Here is a question for you about your overall tax experience. Considering all factors you have mentioned, please rate your OVERALL satisfaction with filing your 2008 federal taxes.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very Satisfied
[TXT]
Q72. What could the IRS have done to improve your experience with your 2008 taxes? If you have no suggestions, please enter “None”.
_________________________________________________________________________________
VII. PSYCHOGRAPHIC QUESTIONS
Please indicate the extent to which you agree or disagree with each of the following statements.
|
Strongly Agree |
Somewhat Agree |
Neither Agree nor Disagree |
Somewhat Disagree |
Strongly Disagree |
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VIII. DEMOGRAPHICS: ALL RESPONDENTS
D1. Here are a few questions for classification purposes only.
Do you have a computer at home?
1 Yes
2 No
D2.1. Do you access the Internet apart from taking surveys via Knowledge Networks?
Yes
No
[MC]
D2. Where do you access the Internet?
From home
from work
from public library or other place(e.g. school, internet café, etc)
I do not access the Internet
Cell phone\BlackBerry\PDA
[IF Q2C = 1 AND D2 = 4, MC]
D2chk Earlier you indicated you visited the IRS web site to obtain information and you just now indicated you do not access the Internet. Where did you access the IRS web site?
From home
from work
from public library or other place (e.g. school, internet café, etc)
I do not access the Internet
Cell phone\BlackBerry\PDA
Other explanation (specify)
D5. What is the highest level of education you have completed?
1 Less than 9th grade
2 9th grade to 12th grade, no diploma
3 High school graduate/GED
4 Some technical/vocational school
5 Technical or vocational school graduate
6 Some college, no degree
7 Associate Degree
8 Bachelor’s Degree
9 Master’s Degree
10 Post-Master’s Degree
[MC]
D6. Do you have any of the following long-term conditions (lasting 6 months or more)? Please note all that apply.
1 Blindness [DO NOT SHOW TO ANYONE, BUT HAVE A VALUE FOR IT!]
2 Deafness
3 Severe Vision Impairment
4 Severe Hearing Impairment
5 Severe Speech Impairment
6 A condition that substantially limits your physical abilities (such as standing or walking)
7 A condition that limits learning or remembering
8 Some other condition\None of the above
9 Do not have a long-term condition [SC]
[IF D6 = 1-8]
D6a. Does your disability prevent you from going outside of your home?
1 Yes
2 No
[SC]
D7. What is your employment status?
1 Work full-time
Work part-time
Retired
Full-time student
Unemployed, looking for work
Employed in the home/homemaker (for example, a stay at home parent) Programmer:
Other
D8. Did you report having any dependents on your 2008 tax return?
1 Yes
2 No
D9.Which of the following categories best describes your household income before taxes for 2008?
Less than $10,000
$10,000 to less than $15,000
$15,000 to less than $25,000
$25,000 to less than $35,000
$35,000 to less than $50,000
$50,000 to less than $75,000
$75,000 to less than $100,000
$100,000 to less than $150,000
$150,000 to less than $200,000
$200,000 to less than $1 million
$1 million or more
D10. Do you speak a language other than English at home?
Yes
No
[IF XIRS = 3]
D11. What is your country of origin?
Argentina
Colombia
Cuba
Dominican Republic
Ecuador
El Salvador
Guatemala
Honduras
Mexico
Nicaragua
Peru
Puerto Rico
Spain
United States
Venezuela
Other (Please specify)
PACIFIC CONSULTING GROUP
| File Type | application/msword |
| File Title | IRS W&I Segment Survey 2008 |
| Author | Elaine Lowitz |
| Last Modified By | mdsloa00 |
| File Modified | 2009-06-09 |
| File Created | 2009-06-09 |