O
RED =
CHANGES FROM ‘08 SURVEY / PURPLE
= EXISTING NOTES
2009
Free File Cognitive & Behavioral Research
A Product Attitude, Usage &
Satisfaction Survey
RUSSELL RESEARCH, INC. RMR #9-06-185
1775 BROADWAY, STE 630 Summer-Fall, 2008
NY, NY 10019-1903 PAGE 1 (C1)
RESPONDENT INFO
RESPONDENT ID# (1-5)
KEY SAMPLE BREAKS…
TRADITIONAL FREE FILE USERS (n=1000) 1 …109
FREE FILE FILLABLE FORMS USERS (n=800) 2
RUSSELL PROJECT & TAB: IF ABOVE 2 SEGMENTS COMBINED (TOTAL), ADD REAL-WORLD WEIGHTING TO EACH.
RUSSELL PROJECT & FIELD: ONCE LIST APPENDS ARE KNOWN, ADD RECORD-KEEPING FOR ALL APPENDS.
CITY ST ZIP ST CODE
REGION: Area #1 1 Area #2 2 Area #3 3 Area #4 4 Area #5 5 …11
PHONE # (AC- )
FIELD DIRECTOR: DO NOT ALTERNATE ASKING FOR MALE AND FEMALE GENDER IN THIS CASE AS RANDOM
nTH SELECTION SAMPLING WILL RESULT IN A SAMPLE THAT IS REPRESENTATIVE OF THE NATURAL GENDER
BREAKS AMONG EACH SEGMENT OF FREE FILE USERS IN THE LISTS PROVIDED BY IRS.
RECORD DATE, TIME & DISPOSITION FOR EACH ATTEMPT ON THIS PERSON
Disc NA Unavail Ref NQ Comp
1 DATE: TIME: (am) (pm) 1 2 3 4 5 6
2 DATE: TIME: (am) (pm) 1 2 3 4 5 6
3 DATE: TIME: (am) (pm) 1 2 3 4 5 6
4 DATE: TIME: (am) (pm) 1 2 3 4 5 6
5 DATE: TIME: (am) (pm) 1 2 3 4 5 6
6 DATE: TIME: (am) (pm) 1 2 3 4 5 6
7 DATE: TIME: (am) (pm) 1 2 3 4 5 6
8 DATE: TIME: (am) (pm) 1 2 3 4 5 6
9 DATE: TIME: (am) (pm) 1 2 3 4 5 6
10 DATE: TIME: (am) (pm) 1 2 3 4 5 6
INTERVIEWER
AFTER REACHING A POTENTIAL RESPONDENT, INTRODUCE YOURSELF WITH:
Hello, I am of Russell Research in New York, an independent national survey research firm. The Internal Revenue Service has asked us to survey Taxpayers and get Taxpayer feedback on the IRS’ tax filing services. Your participation in this survey is entirely voluntary and your responses to all questions will be kept anonymous by Russell Research and never identified with you personally to the IRS or anyone else in Government. The survey should take no more than 15 minutes to complete and we’d appreciate your participation. Would you be willing to help with the survey?
>> IF “YES”, CONTINUE.
>> IF “NO”, THANK & RECORD AS “Ref” FOR THIS ATTEMPT IN BOX ABOVE AND OFFER COMMENTS ADDRESS AT END OF SURVEY.
IF “YES”, READ: Thank you. Let’s begin the survey.
PAGE 2
START WITH:
1. First, for the record, are you male or female? (CIRCLE ANSWER BELOW.)
Male 1 ...122
Female 2
Refused & Can’t Discern Gender 3
2. Which of the following best describes your age? (CIRCLE ANSWER BELOW.)
Under 18 1 …123
18-25 2
26-35 3
36-45 4
46-55 5
56-64 6
65-74 7
75 Or Over 8
Refused 9
FIELD STAFF: MONITOR GENDER
AND AGE AND REPORT ONGOING PROPORTIONS WITH NY STAFF TO AVOID SKEWS.
NY STAFF WILL CHECK PROPORTIONS VS. EXPECTED FREE FILE USAGE DATA
FROM THE IRS.
READ:
In our first few questions, we would like you to think back to how you filed your Federal Income Tax Return in the past.
3. First, prior to filing in 2009, had you ever filed a Federal Income Tax Return before? (CIRCLE ANSWER BELOW.)
Yes (ASK Q. 4 NEXT) 1 ...124
No (SKIP TO Q. 8 NEXT) 2
IF “Yes” TO Q. 3, ASK Q. 4 NEXT:
4. Now, thinking back to last year, did you file a Federal Income Tax Return last year – that is, in early 2008 – for tax year 2007? (CIRCLE ANSWER BELOW.)
Yes (ASK Q5 NEXT & THEN GO NEXT TO Q8) 1 ...125
No (SKIP TO Q. 8 NEXT) 2
5. Who prepared your Federal Income Tax Return last year – that is in early 2008 for tax year 2007? Was it prepared by…(READ CHOICES & CIRCLE ONE ANSWER.)
Yourself 1 ...126
A relative 2
A friend 3
A paid tax preparer 4
An unpaid tax preparer 5
Someone at an IRS Taxpayer Assistance Center 6
Or by someone else 7
Q6 – (WHERE FEDERAL RETURN WAS PREPARED LAST YEAR) REMOVED FROM ‘09 SURVEY.
Q7 – (METHOD USED TO FILE FEDERAL RETURN LAST YEAR) REMOVED FROM ’09 SURVEY. RUSSELL PROJECT & FIELD: BE SURE TO ADD RECORD-KEEPING FOR THIS APPEND FROM THE IRS-PROVIDED LIST.
PAGE 3
READTO ALL: Now that we’ve talked about how you filed your Federal Income Tax Return in the past, let’s turn next to the Federal Income Tax Return you filed this year.
8. Our records indicate that you filed this year’s Federal Income Tax Return Online at the IRS website using Free File. (NOTE: IF RESPONDENT IS INDICATING ANY UNCERTAINTY ABOUT WHAT “FREE FILE” IS, THEN READ THIS DESCRIPTION: Traditional Free File is a service on the IRS website which allows you to fill out your Federal Income Tax Return yourself using the return preparation program of a professional tax preparation company. The Free File Fillable Forms option is a service on the IRS website which allows you to fill out and file your tax forms electronically, just as you would on paper.) When did you first hear about the Free File program? (READ CHOICES & CIRCLE ONE ANSWER.)
Right before you filed this year’s Federal Income Tax return in 2009 1 ...129
In 2008, after you filed last year’s Federal Income Tax return 2
In 2008, before you filed last year’s Federal Income Tax return 3
Or, in 2007 or before 4
Don’t recall 5
9. And how did you first hear about the Free File program? (STARTING AT PRE-CHECK, READ CHOICES & CIRCLE ONLY ONE ANSWER.)
RUSSELL TAB: NOTE THAT PRE-CODE PUNCHES OUT OF ORDER
Used it last year 1 ...130
Via the IRS Internet Website 2
From movie trailers – saw it advertised in movie trailers/movies 0
From a relative, friend or colleague 3
From the IRS Federal Income Tax Return Package 4
(DO NOT ROTATE – ASK RIGHT AFTER “FROM IRS FEDERAL INCOME TAX RETURN PACKAGE”.)
From IRS materials other than the Federal Income Tax Return Package(CIRCLE & PROBE) 6
(IF “IRS MATERIALS OTHER THAN...”, PROBE:) What other specific IRS materials?
(CODE OTHERS)
Saw it in a news article 5
In the media (e.g., television, radio, newspaper, magazine) 7
On the Internet – but not on IRS Internet Website (CIRCLE, THEN PROBE) 8
(IF “ON INTERNET – BUT NOT ON IRS WEBSITE”, PROBE WITH:) And where on the Internet, other than the IRS website, did you see it?
(CODE OTHERS)
Some other way (SPECIFY) 9
PAGE 3-B (EXTENSION)
10. You mentioned that you first heard about the Free File program…(INSERT ANSWER FROM Q. 9). Was the information that you received from this source regarding Free File sufficient enough to give you a general knowledge of the program? (CIRCLE ONE ANSWER.)
Yes (SKIP TO Q. 11) 1 ...135
No (ASK Q. 10b. NEXT) 2
Don’t Know (SKIP TO Q. 11) 3
10-B. What else do you think should have been included in the information regarding Free File that you got from…(INSERT ANSWER FROM Q. 9)? Please be as specific as possible. (ENTER RESPONSE.)
(CODE)
INTERVIEWER: ASK Q. 11 ONLY OF THOSE RESPONDENTS MARKED AS A “TRADITIONAL FREE FILE USER” ON THE IRS LIST:
11. You said that you first heard about the Free File program…(INSERT ANSWER FROM Q. 9). Did the information that you received from this source regarding Free File make any mention of the $56,000 income limitation criteria for use of this filing method? (CIRCLE ONE ANSWER.)
Yes 1 ...136
No 2
Don’t Know 2
INTERVIEWER: ASK Q. 11-B ONLY IF RESPONDENT IS A “FREE FILE FILLABLE FORMS USER”:
11-B. And how did you first hear about the Free File Fillable Forms option? (STARTING AT PRE-CHECK, READ CHOICES & CIRCLE ONLY ONE ANSWER.)
RUSSELL TAB: NOTE THAT PRE-CODE PUNCHES OUT OF ORDER
Used Traditional Free File last year and found the
Free File Fillable Forms option when returning to the Free File web page 1 ...130
Via the Free File Internet Website 2
From movie trailers – saw it advertised in movie trailers/movies 0
From a relative, friend or colleague 3
From the IRS Federal Income Tax Return Package 4
(DO NOT ROTATE – ASK RIGHT AFTER “FROM IRS FEDERAL INCOME TAX RETURN PACKAGE”.)
From IRS materials other than the Federal Income Tax Return Package(CIRCLE & PROBE) 6
(IF “IRS MATERIALS OTHER THAN...”, PROBE:) What other specific IRS materials?
(CODE OTHERS)
Saw it in a news article 5
In the media (e.g., television, radio, newspaper, magazine) 7
On the Internet – but not on IRS Internet Website (CIRCLE, THEN PROBE) 8
(IF “ON INTERNET – BUT NOT ON IRS WEBSITE”, PROBE WITH:) And where on the Internet, other than the IRS website, did you see it?
(CODE OTHERS)
Some other way (SPECIFY) 9
PAGE 4
INTERVIEWER: ASK ALL:
12a. What would you say was the single most important reason that you chose to use Free File to file your Federal Income Tax return this year? (DO NOT READ CHOICES. CIRCLE ONLY ONE ANSWER UNDER COL. 12a. BELOW.)
12b. And were any of the following also reasons that you chose to file your Federal Income Tax return using Free File this year? (READ ALL CHOICES NOT CIRCLED IN 12a. & CIRCLE ALL OTHER ANSWERS THAT APPLY UNDER COL. 12b.)
Col. 12a. Col. 12b.
Cost 1 ...137 1 ...141
Convenience 2 2
Specific software provider 3 3
Recommended by a relative, friend or colleague 4 4
Other (SPECIFY) 5 5
(DO NOT READ BUT CIRCLE IF) Don’t Recall 6 6
Simple/Ease of use/Easy 7 7
Fast/Quick 8 8
Speed 9 9
Free 0 0
(DO NOT READ) Don’t Know/No Answer y y
Accuracy 1 ...138 1 …142
To get my stimulus refund 2 2
READ:
Next we would like you to tell us more about your experience in using Free File this year.
13. When you were at the IRS.gov website filing your Federal Income Taxes this year, were you able to find the information that you needed about Free File on the website as you were filing? (CIRCLE ONE ANSWER.)
Yes 1 ...145
No 2
Don’t Know 3
14. Was the information that you found on the IRS.gov website regarding Free File sufficient enough to allow you to use the Free File program? (CIRCLE ONE ANSWER.)
Yes 1 ...146
No 2
Don’t Know 3
IF ANSWER TO Q. 14 WAS “NO”, FOLLOW UP AND PROBE WITH...
14-B. What else do you think should have been included in the information about Free File at the IRS.gov website? Please be as specific as possible. (ENTER RESPONSE.)
(CODE)
PAGE 5
READ: To remind you of what the Free File page at the IRS.gov website looked like…at the top of the Free File landing page, there was information on the Free File program and a “Start Now Button”. Below that there was information of important changes to the program including determining your eligibility and the services offered by Free File companies. At the bottom of the Free File landing page, there was a link called “Free File Instructions”, and another link called "Free File: Frequently Asked Questions".
15. Did you use the “Step By Step Instructions” for Free File? (CIRCLE ONE ANSWER.)
Yes 1 ...147
No 2
Don’t Know 3
16. Did you use the “Frequently Asked Questions (FAQ)” for Free File? (CIRCLE ONE ANSWER.)
Yes (ASK Q. 17 NEXT) 1 ...148
No (SKIP TO Q. 19 NEXT) 2
IF “Yes” TO Q. 16, ASK Q’s. 17-18; OTHERWISE SKIP TO Q. 19:
17. Did you find the answers you were looking for in the “Frequently Asked Questions” for Free File? (CIRCLE ONE ANSWER.)
Yes 1 ...149
No 2
Don’t Know 3
18. How easy or difficult was it to find the information you were looking for in the “Frequently Asked Questions” section for Free File? Was it…? (CIRCLE ONE ANSWER.)
Very Easy 1 ...150
Somewhat Easy 2
Somewhat Difficult 3
Very Difficult 4
READ TO ALL: If you had a problem using the Free File program, IRS.gov provided a link to the IRS Help Desk where you could e-mail a question to the Free File support staff and get assistance, file a complaint, or ask questions about the program.
19. Did you contact the Help Desk for issues related to Free File? (DO NOT READ CHOICES & CIRCLE ONE ANSWER.)
Yes (ASK Q. 19-B & Q. 20 NEXT) 1 ...151
No (SKIP TO Q. 21 NEXT) 2
IF “Yes” TO Q. 19, ASK Q. 19-B & Q. 20; OTHERWISE SKIP TO Q. 21:
19-B. How did you attempt to contact the Help Desk? (READ CHOICES & CIRCLE ALL THAT APPLY.)
Via Online Chat 1 ...152
Via email 2
Via Telephone 3
Don’t Recall 4
PAGE 6
20. How would you rate the service of the Help Desk for Free File? (READ CHOICES & CIRCLE ONE ANSWER.)
Excellent (SKIP TO “READ ALL” BEFORE Q. 22 NEXT) 1 ...152
Good (SKIP TO “READ ALL” BEFORE Q. 22 NEXT) 2
Average (ASK Q. 20-B NEXT) 3
Poor (ASK Q. 20-B NEXT) 4
Very Poor (ASK Q. 20-B NEXT) 5
IF “Average/Poor/Very Poor” TO Q. 20, ASK Q. 20-B; OTHERWISE, SKIP TO BOXED INSTRUCTION ABOVE Q.22:
20-B. You rated the service of the Help Desk for Free File as less than Excellent or Good. What, specifically, can the IRS do to improve the service of the Help Desk for Free File? (RECORD VERBATIM AND PROBE UNTIL EXHAUSTED.)
(PROBE) Anything Else?
IF “No” TO Q. 19, ASK Q. 21; OTHERWISE, SKIP TO BOXED INSTRUCTION ABOVE Q.22:
21. Would you have used the Help Desk for Free File if you had known about it? (CIRCLE ONE ANSWER.)
Yes 1 ..153
No 2
I did know about it but chose not to use it 3
ASK
Q. 22 THROUGH Q. 29-B ONLY OF THE “TRADITIONAL FREE FILE”
USERS. “FILLABLE FORMS” USERS SKIP TO Q. 30 AT THIS
POINT.
READ TO “TRADITIONAL FREE FILE” USERS: Thinking back again to the Free File page at the IRS.gov website…under the Traditional Free File option there was a link called “Help Me Find A Company”. This link opened a program that asked you to provide your age, Adjusted Gross Income (AGI), the state you live in, whether you qualified for the Earned Income Tax Credit (EITC), or if you receive military pay. After you input this information, the program presents you with a list of those companies that you are eligible to use in order to prepare and e-file your return for free.
22. Did you use the “Help Me Find A Company” feature for Free File? (CIRCLE ONE ANSWER.)
Yes (ASK Q. 23 NEXT) 1 ...154
No (SKIP TO Q. 26 NEXT) 2
IF “Yes” TO Q. 22, ASK Q’s. 23-25; OTHERWISE SKIP TO Q. 26:
23. How would you rate the “Help Me Find A Company” feature for Free File in terms of ease of use? Did you feel it was…? (READ CHOICES & CIRCLE ONE ANSWER.)
Very Easy 1 ...155
Somewhat Easy 2
Somewhat Difficult 3
Very Difficult 4
24. Did you find the “Help Me Find A Company” feature for Free File helpful? (CIRCLE ONE ANSWER.)
Yes 1 ...156
No 2
Don’t Know 3
25. Were the offers shown on the Free File Providers page sufficient enough to assist you in making a choice? (CIRCLE ONE ANSWER.)
Yes 1 ...157
No 2
Don’t Know 3
PAGE 7
IF “No” TO Q. 22, ASK Q. 26; OTHERWISE SKIP TO Q. 27:
26. Would you have used the “Help Me Find A Company” feature for Free File if you had known about it? (CIRCLE ONE ANSWER.)
Yes 1 ...158
No 2
I did know about it but chose not to use it 3
27. How would you rate the overall experience of selecting a Free File company? Did you feel it was…? (READ CHOICES & CIRCLE ONE ANSWER.)
Very Easy 1 ...159
Somewhat Easy 2
Somewhat Difficult 3
Very Difficult 4
28. Which of the following would you say were your primary factors in choosing a software provider to Free File with? (ROTATE AND READ CHOICES & CIRCLE ALL THAT APPLY BELOW.)
Used them before 1 ...160
Reputation 2
Offer met my needs 3
Recommended by a relative, friend or colleague 4
Faster refund (With no refund anticipation loan) 5
Suggested by IRS “Guide Me To A Company” feature 7
Free 0
Just picked one x
Other (SPECIFY) 8
(DO NOT READ BUT CIRCLE IF) Don’t Recall 9
(DO NOT READ BUT CIRCLE IF) Don’t Know/No Answer y
29. When you were choosing a provider and clicked on a link to a software provider, did the link take you to the correct Free File page? (CIRCLE ONE ANSWER.)
Yes 1 ...165
No 2
Don’t Know 3
29-B. When you selected a provider and were in the process of preparing your return, were you offered any “upgrades” or suggestions that you move to the provider’s services that were not free? (CIRCLE ONE ANSWER.)
Yes 1 ...240
No 2
ASK ALL – BOTH “TRADITIONAL FREE FILE” USERS AND “FREE FILE FILLABLE FORMS” USERS:
30. Is there anything that the IRS can do to improve the Free File pages to make them easier to use? (CIRCLE ONE ANSWER.)
Yes (ASK Q. 31 NEXT) 1 ...166
No (SKIP TO Q. 32 NEXT) 2
IF “Yes” TO Q. 30, ASK Q. 31; OTHERWISE SKIP TO Q. 32:
31. What would you suggest to the IRS that would make the Free File pages easier to use? (RECORD VERBATIM AND PROBE UNTIL EXHAUSTED.)
(PROBE) Anything Else?
PAGE 8
ASK Q. 32 ONLY OF “TRADITIONAL FREE FILE” USERS:
32. When you filed your income taxes this year using the Free File method, which of the following specific returns did you file using Free File? (READ CHOICES & CIRCLE ONE ANSWER.)
Federal Only (CONTINUE WITH Q32B-C) 1 ...211
State Only (SKIP TO Q32C) 2
Both Federal & State (ASK Qs 32B-C) 3
Federal only (State not available) (ASK Qs 32B-C) 4
Federal Only (did not want to pay for the state return) (ASK Qs 32B-C) 5
ASK ALL:
32B. When you started your federal return, did you expect to be able to file your state return at the same time? (READ CHOICES & CIRCLE ONE ANSWER.)
Yes 1 ...241
No 2
ASK Q. 32-C ONLY OF “TRADITIONAL FREE FILE” USERS:
32C. When you started your federal return, did you know that there would be a charge to file your state return? (READ CHOICES & CIRCLE ONE ANSWER.)
Yes 1 ...242
No 2
ASK ALL:
33. How would you rate your overall tax filing experience this year? Did you feel it was…? (READ CHOICES & CIRCLE ONE ANSWER.)
Very Easy 1 ...212
Somewhat Easy 2
Somewhat Difficult 3
Very Difficult 4
34. Thinking of the Free File program that you used to prepare your tax return, how would you rate it in terms of being easy to navigate? Did you feel it was…? (READ CHOICES & CIRCLE ONE ANSWER.)
Very Easy to navigate 1 ...213
Somewhat Easy 2
Somewhat Difficult 3
Very Difficult to navigate 4
35. How likely would you be to use the same provider next year if they are part of the Free File program? Do you feel you…? (READ CHOICES & CIRCLE ONE ANSWER.)
Definitely would use the same provider 1 ...214
Probably would use 2
Might or might not use 3
Probably would not use 4
Definitely would not use the same provider 5
36. How confident are you that the information that you provided during the Free File preparation and filing process is secure? Are you…? (READ CHOICES & CIRCLE ONE ANSWER.)
Very confident 1 ...215
Somewhat confident 2
Not very confident 3
Not at all confident 4
37. Did you read the licensing agreement on the company’s website before starting your Free File return? (CIRCLE ONE ANSWER.)
Yes 1 ...216
No, I just checked the box 2
Don’t recall 3
PAGE 9
38. Did you print a copy of your return for your records off of the website? (CIRCLE ONE ANSWER.)
Yes 1 ...217
No 2
Don’t recall 3
ORIGINAL Q. 39 WAS PLACED HERE, BUT WAS TAKEN OUT IN EARLIER WAVE OF TRACKING.
NOTE: Qs 40-A THRU 40-F REPLACE THE ’08 QUESTION ABOUT HOW THE RETURN WAS SIGNED, WHICH IS NO LONGER NECESSARY SINCE ALL RETURNS ARE SIGNED USING AN ONLINE PIN.
40-A. Did you experience any problems when using the Online PIN number to sign your return? (CIRCLE ONE ANSWER.)
Yes (ASK Q. 40-B NEXT PLUS ANY APPLICABLE Q’s IN 40-C THRU 40-E) 1 ...xxx
No (SKIP TO Q. 40-F NEXT) 2
Don’t recall (SKIP TO Q. 40-F NEXT) 3
IF “Yes” TO Q. 40-A, ASK:
40-B. What problems did you experience when using the Online PIN number to sign your return? (RECORD VERBATIM AND PROBE UNTIL EXHAUSTED.)
(PROBE) Anything Else?
IF “Yes” TO Q. 40-A, ASK:
40-C. Did you call the IRS Tax Help Line for assistance? (CIRCLE ONE ANSWER.)
Yes (ASK Q. 40-D NEXT) 1 ...xxx
No (SKIP TO Q. 40-F NEXT) 2
Don’t recall (SKIP TO Q. 40-F NEXT) 3
IF “Yes” TO Q. 40-C, ASK:
40-D. Did you resolve the problem after the first call? (CIRCLE ONE ANSWER.)
Yes (SKIP TO Q. 40-F NEXT) 1 ...xxx
No (ASK Q. 40-E NEXT) 2
Don’t recall (SKIP TO Q. 40-F NEXT) 3
IF “Yes” TO Q. 40-C, ASK:
40-E. How many times did you speak to an IRS assistor? (ENTER # BELOW.)
# TIMES SPOKE TO AN IRS ASSISTOR ...xxx
ASK ALL:
40-F. Would you use the IRS website to receive assistance with your electronic signature? (CIRCLE ONE ANSWER.)
Yes (ASK Q. 41 NEXT) 1 ...xxx
No (ASK Q. 41 NEXT) 2
Don’t recall (ASK Q. 41 NEXT) 3
PAGE 10
41. Thinking more about your tax filing experience this year, did you receive a refund, owe taxes or break even? (CIRCLE ONE ANSWER.)
Received a refund 1 ...220
Owed taxes (Pay was required/had to pay additional taxes) 2
Broke even (Neither received a refund nor was required to pay taxes) 3
Don’t recall 4
IF “Received a refund” TO Q. 41, ASK Q. 42; OTHERWISE SKIP TO INSTRUCTIONS FOR Q. 43:
42. How did you receive your refund? (READ CHOICES & CIRCLE ONE ANSWER.)
Paper check sent to you 1 ...221
Direct deposit 2
Other 3
IF “Owed taxes” TO Q. 41, ASK Q. 43; OTHERWISE SKIP TO Q. 44:
43. How did you pay the additional taxes you owed? (READ CHOICES & CIRCLE ONE ANSWER.)
Credit card 1 ...222
Check or Money order 2
Automatic withdraw 3
Other 4
ASK ALL:
44. Was your Free File return accepted on your first filing attempt? (CIRCLE ONE ANSWER.)
Yes (SKIP TO Q. 47 NEXT) 1 ...223
No (ASK Q. 45 NEXT) 2
IF “No” TO Q. 44, ASK Q’s. 45-46; OTHERWISE SKIP TO Q. 47:
45. Did you receive a return rejection notice in a timely manner? (CIRCLE ONE ANSWER.)
Yes (ASK Q. 46 NEXT) 1 ...224
No (SKIP TO Q. 47 NEXT) 2
IF “Yes” TO Q. 45, ASK Q. 46; OTHERWISE SKIP TO Q. 47:
46. Was the notice that your return was rejected easy enough to understand to allow you to make the necessary corrections? (CIRCLE ONE ANSWER.)
Yes 1 ...225
No 2
Don’t Know 3
ASK ALL:
47. Once your return was successfully submitted using Free file, how soon after you submitted your return did you receive an acknowledgement from the company with confirmation that your tax return was filed and accepted by the IRS? (READ LIST & CIRCLE ONE ANSWER.)
Within 24 Hours 1 ...226
Within 36 Hours 2
Within 48 Hours 3
Other (SPECIFY) 4
IF “Received a refund” TO Q. 41, ASK Q. 48; OTHERWISE SKIP TO Q. 49:
48. Did you receive your refund within the expected time frame? (CIRCLE ONE ANSWER.)
Yes 1 ...231
No 2
Don’t Know 3
PAGE 11
ASK ALL:
49. Do you intend to use Free File again next year? (CIRCLE ONE ANSWER.)
Yes 1 ...232
No 2
Don’t Know 3
50. Would you recommend the Free File program to a friend or family member? (CIRCLE ONE ANSWER.)
Yes 1 ...233
No 2
Don’t Know 3
50-B. Overall, how satisfied are you with Free File as a method of filing your Federal Tax Return? Would you say you are… (READ CHOICES & CIRCLE ONE ANSWER BELOW.)
Very Satisfied 1 …214
Somewhat Satisfied 2
Somewhat Dissatisfied 3
Or Very Dissatisfied 4
(DON’T READ, BUT CIRCLE IF…) Don’t Know/Refused y
51. Finally, we talked earlier about possible improvements to the Free File pages on the IRS website. Now I’d like to know if you have any suggestions on how the IRS could improve the Free File program overall? (RECORD VERBATIM AND PROBE UNTIL EXHAUSTED.)
(PROBE) Anything Else?
That completes the survey. Thank you so much for your help with the survey. We are required by law to report to you the OMB (Office Of Management and Budget) Control Number for this public information request. That number is 1545-1432. In addition, if you have any comments about the time estimate to complete the survey or ways to improve the survey, you may write to the IRS. Would you like the address? (IF YES, ADDRESS IS…) IRS Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, 1111 Constitution Ave. NW, Washington, DC 20224.
| File Type | application/msword |
| File Title | RUSSELL MKTG RESEARCH, INC |
| Author | Larry Hooper |
| Last Modified By | mdsloa00 |
| File Modified | 2009-08-04 |
| File Created | 2009-08-04 |