CS-08-112 - AUTOMATED UNDERREPORTER (AUR) – CY09; CS-08-113 - External Customers of Media and Publications Division; CS-08-114 - PRACTITIONER PRIORITY SERVICE SURVEY; CS-08-115 - 2008 e-Services

OMB # 1545-1432

IRS WAGE AND INVESTMENT
CUSTOMER SATISFACTION SURVEY
AUTOMATED UNDERREPORTER (AUR)
The IRS is trying to improve its service to the public. You can help in this important mission by answering the
questions below. This voluntary survey should take less than five minutes to complete. When completing this
survey, please mark your responses with an ‘x’ using a blue or black pen like in this example  . Do not mark
outside of the response area like this example  . Your responses will be kept completely confidential. If you have
any questions about this survey, you may call The Survey Processing Center at 1-866-377-8208.
1

The questions that follow ask your opinion regarding the discrepancy
that was highlighted on your tax return. For each question, regardless
of whether you agree or disagree with the final outcome, please indicate
your opinion by choosing a number from 1 to 5, where 1 means “Very
Dissatisfied” and 5 means “Very Satisfied.”

Reserved for Unique ID Very

Very
Dissatisfied

How would you rate the . . .
a. Ease of understanding the form notifying you of the discrepancy?..................................

1

Satisfied

2

3

4

5

(If 1 or 2 rating): Why did you give a dissatisfied rating for Ease of understanding the form notifying you of the discrepancy?

b. Accuracy of the discrepancy amount?..............................................................................
c. Completeness of information about the discrepancy?.......................................................
(If 1 or 2 rating): Why did you give a dissatisfied rating for Completeness of information about the discrepancy?

d. Completeness of instructions for resolving the discrepancy?...........................................
(If 1 or 2 rating): Why did you give a dissatisfied rating for Completeness of instructions for resolving the discrepancy?

e.
f.
g.
h.

2

Flexibility in resolving the discrepancy?..........................................................................
Length of time it took to resolve the discrepancy?...........................................................
Ease of understanding documents explaining the action taken on your account?.............
Length of time it took to hear from the IRS that you had a discrepancy?.........................

Did you call the phone number listed in the AUR notice?
Yes (CONTINUE BELOW)

No (SKIP TO QUESTION 5)

How would you rate the . . .
a. Usefulness of the automated telephone system?..............................................................
b. Length of time it took you to get through to an IRS employee?.......................................
c. Completeness of information you received during this call?............................................

3

What is the primary reason that you called the phone number listed in the AUR notice? (Mark one response only)
To receive an explanation of the notice
To receive general information (e.g. forms, status of case, etc.)
To receive answers to my questions concerning my case
To give the IRS additional information
To request an extension of time to respond
Other (specify)

Form 13257G (Rev. 10-2007)

Cat. No. 34392R

Please continue on back
Department of the Treasury - Internal Revenue Service

4

Were you able to reach a representative when you called the phone number
listed in the AUR notice?

Very
Dissatisfied

Yes (CONTINUE BELOW)
No (SKIP TO QUESTION 5)
1
How would you rate the . . .
a. Length of time it took to complete your call once you got through?................................
b. Courtesy of the IRS representative?.................................................................................
c. Knowledge of IRS representative?...................................................................................
d. Ability of IRS representative to assist you in resolving your issue?.................................

5

Regardless of whether you agree or disagree with the final outcome, how would you
rate your overall satisfaction with the way your discrepancy was handled?......................

6

Were you provided with documents explaining the actions taken on your account?
Yes

7

2

3

4

5

No

Did you expect to receive documents explaining the actions taken on your account?
Yes

8

Very
Satisfied

No

If you had questions regarding your discrepancy, what
method of contacting the IRS would you prefer?
Please rank in order of importance from 1st to 5th, with 1st
being the highest preference and 5th being the lowest
preference.
(Mark only one under each preference)
Highest
Preference

1st

Lowest
Preference

2nd

Mail..............
Phone............
In person.......
Fax................
Email............

3rd

4th

9

Did you agree with the outcome of your discrepancy?
Yes
No

¨

Why did you disagree?

Not sure

5th

10 Did you...?
Use a tax professional to assist you with resolving this discrepancy
Represent yourself
Both

Occasionally, we conduct additional in-depth research. Research participants may receive a small monetary incentive to
participate depending on the survey. If you are interested in participating in future research, please provide us with your
telephone number, best time of day to call and your email address (if available). This information will be confidential and used
only for the purpose of survey research.
Telephone #:

Best time to call:

Email address:
If you have been unable to resolve any specific problems with your tax matter through the normal IRS channels, or now face a significant hardship
due to the application of the tax law, we encourage you to contact the Taxpayer Advocate Service at 1-877-777-4778.

11 Use this space for comments, or suggestions for improvement.

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

Thank you for completing the survey.
Please return the questionnaire by mail, using the enclosed business return envelope.
Form 13257G (Rev. 10-2007)

Cat. No. 34392R

Department of the Treasury - Internal Revenue Service