CS-08-097 - COMPL. CEN0TER EXAM TOLL-FREE SURVEY; CS-08-098 - WAGE AND INVESTMENT e-help Survey; CS-08-099 - TE/GE TOLL-FREE Survey; CS-08-100 - W&I-Spec Partners Lcl/Ntl survey

CCE TF Customer Satisfaction Survey

DRAFT July 2008

The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests. The OMB Control Number for this study is 1545-1432. Also, if you have any comments regarding the time estimates associated with this study or suggestions on making this process simpler, please write to the, Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, 1111 Constitution Ave. NW, Washington, DC  20224.

(For IRS administrator) Thank you for calling the CCE TF Survey.

Please enter your five-digit site code.

A. Please enter the resolution of this case from your perspective.

For completely resolved, press 1

For partially resolved, press 2

For not resolved, press 3

B. Please enter the issue that the taxpayer called about.

For Levy, press 1

For Lien, press 2

For a Balance Due other than Levy or Lien, press 3

For a Letter, press 4

For Taxpayer Assistance, press 5

For Payment Verification, press 6

For an Un-Filed Return, press 7

For an Appeal, press 8

Thank you. Please transfer caller now

(For Respondent)

Press the star key when you are ready to take the survey

Quality of Service Section

Caller hears: Thank you for participating in this voluntary survey. This survey allows taxpayers to provide anonymous and confidential information to assist the IRS in improving its services. It will take less than 8 minutes to complete. During this survey you will be asked to rate the service you received from the IRS during this call.

Please rate the following questions using the following scale:

If you were very satisfied, press 5

For somewhat satisfied, press 4

For neither satisfied nor dissatisfied, press 3

For somewhat dissatisfied, press 2

For very dissatisfied, press 1

If you are not sure, press 9

Press the star key to repeat the question.

Question 1 Did this call relate to a notice, bill, or letter you received recently from the IRS?

If yes, press 1

For no, press 2 (Skip to Q4)

If you are not sure, press 9

Question 2 Please rate your level of satisfaction with the clarity of the notice, bill, or letter.

Question 3 Please rate your level of satisfaction with the tone of the notice, bill, or letter.

Question 3a What can the IRS do to improve the clarity and/or tone of the notice, bill, or letter you received? Begin speaking at the tone. Press any key when you are finished.

Caller hears The following questions have to do with the IRS’s automated answering system. The response scale is the same. You may enter your response as soon as you know your answer.

Question 4 Rate your satisfaction with the ease of understanding the automated answering system menu and instructions.

Question 5 Rate your satisfaction with the time it took to get through to the IRS using the automated answering system.

Question 6 Rate your satisfaction with how well the automated answering system directed you to the correct person.

Caller hears The following questions have to do with the IRS representative with whom you spoke. If you spoke to more than one representative, please consider the one with whom you spent the most time on the phone.

Question 7 Rate your satisfaction with the friendliness of the representative who handled your call.

Question 8 Rate your satisfaction with the representative’s willingness to help you with your issue.

Question 9 Rate your satisfaction with the fairness with which you were treated.

Question 10 Rate your satisfaction with the knowledge of the representative.

Question 11 Rate your satisfaction with authority of the representative to make decisions regarding your issue.

Question 12 Rate your satisfaction with getting all the information you needed during the call.

Question 13 Rate your satisfaction with the length of time it took to complete your call from when you first reached a representative.

Question 14 If you think the time you spent on the phone with the representative was too short, press 1. If you think it was too long, press 2. If the time spent with the representative was just right, press 3.

Question 15 Rate your satisfaction with the representative’s description of what was expected of you.

Question 16 Rate your satisfaction with the representative’s description of what will happen if you do not take those actions.

Question 17 Rate your satisfaction with the flexibility of the representative in handling your issue.

Question 18 Were you requested to follow-up on this issue at a later date?

Yes (1) Go to Q19

No (2) Go to Q20

Question 19 Rate your satisfaction with the amount of time you were given today to follow-up with the IRS on this issue.

Question 20 Everything considered, whether you agree or disagree with the final outcome, rate your overall satisfaction with the service you received during this call.

All responses…go to 20a

Question 20a Do you have any other comments or suggestions for the IRS regarding your experience today? Begin speaking at the tone. Press any key when you are finished.

Caller hears There are just a few more questions left. Please listen carefully to the new response choices.

Question 21 At the completion of your phone call, did you feel your issues were resolved?

If you feel they were completely resolved, press 1…skip to question 22

For partly resolved, press 2…go to question 21a

For not resolved, press 3…go to question 21a

If you are not sure, press 9… skip to question 22

Question 21a Why do you feel the issue was not completely resolved? Begin speaking at the tone. Press any key when you are finished.

Question 22 Not counting this survey, how many people at the IRS did you speak to during this call?

Press 1 through 4 for the number of people you spoke with If you spoke with 5 or more, press 5

If you are not sure, press 9

Question 23 How many minutes did you spend on this call including any time on hold, but not including the time spent answering this survey?

If less than 10 minutes, press 1

10 to 20 minutes, press 2

21 to 30 minutes, press 3

31 minutes or longer, press 4

Question 24 Why did you call today?

For an explanation about forms you were sent, press 1

To lett us know you had mailed/faxed documents in, press 2

For a general question – non case related, Press 3

Question 25 Is your case open? Press 1

Closed, press 2

End Section

Caller hears That completes the survey; however, we are required by law to report to you the OMB Control Number for this public information request. That number is XXXX-XXXX. In addition, if you have any comments about the time used to complete this survey or ways to improve the survey, you may write to the IRS.

Question 26 Would you like the address to mail your comments?

If yes, press 1

If no, press 2

If yes, the caller hears:

Mail your comments to:

Tax Products Coordinating Committee,

SE:W:CAR:MP:T:T:SP,

1111 Constitution Ave. NW,

Washington, DC  20224

Question 27 To repeat this address, press 1.

Otherwise, press 2.

Question 28 If you have tried unsuccessfully to resolve a problem with the IRS or if you have a complaint, you may contact the Taxpayer Advocate’s office by calling a toll-free telephone number. If you would like the telephone number of the Taxpayer Advocate, press 1. Otherwise, press 2.

If 1, the caller hears:

The toll-free Taxpayer Advocate phone number is 1-877-777-4778.

Question 29 To repeat this telephone number, press 1.

Otherwise, press 2.

Thank you for participating in this survey. Your information will help improve the services provided by the IRS. Thank you. Goodbye.

Survey End

CCE TF Draft Survey Created by Pacific Consulting Group July 2008