CS-09-175C - SPEC Otrch Study;CS-10-212C- ;CS-10-215 - Ovrsght Brd Compliance Study; CS-10-216 - AUR Improvement Project; CS-10-217 - CCE TOLL-FREE; CS-10-218 - ACS SUPPORT; CS-10-219 - LMSB Conjoint

Extension of TAC Service Hours Survey Jan 2010

Extended Service Hours Taxpayer Survey

Today’s Date _______________

mm/dd/yyyy

1. What day/time did you arrive at this IRS office? (Please mark only one)

 Weekday, before 8:30 AM  Weekday, after 4:30 PM

 Weekday, between 8:30 AM-4:30 PM  Saturday, anytime

2. Did you know this IRS office is offering service outside of normal business hours (e.g. Monday-Friday, 8:30-4:30)

this tax season?

 Yes  No  Please skip to question #3

 How did you find out about extended office hours? (Please mark all that apply)

 IRS telephone representative told me about it  Saw/received a flyer or information card at IRS  IRS office staff made an appointment office

for me during extended hours  Radio announcement

 Word of mouth (family, friends, co-workers)  IRS.gov

 Local Newspaper  Other (please specify):______________________

 IRS office staff told me about it

3. Please rate how likely you are to seek service from an IRS office for each of the following days and times (Please mark only one from each row)

			Very Likely 5 ▼	4 ▼	Neither Likely Nor Unlikely 3 ▼	2 ▼	Not at All Likely 1 ▼
A.		Weekday, 8:00am – 11:00am	⑤	④	③	②	①
B.		Weekday, 11:00am – 1:00pm	⑤	④	③	②	①
C.		Weekday, 1:00pm – 4:00pm	⑤	④	③	②	①
D.		Weekday, 4:00pm – 6:00pm	⑤	④	③	②	①
E.		Saturday, 9:00am – 12:00pm	⑤	④	③	②	①
F.		Saturday, 12:00pm – 2:00pm	⑤	④	③	②	①
G.		Saturday, 2:00 pm – 4:30 pm	⑤	④	③	②	①

4. What is your main reason for visiting this IRS office today? (Please mark only one)

 Have a tax return prepared  Get a lien or levy released

 Get tax forms or publications  Drop off a completed tax return

 Make a payment  Get an answer to a tax law question (not

 Set up a payment plan/installment agreement including notice you received)  Respond to an IRS notice or letter  Get an ITIN

 Get a copy of a prior year return  Complete Form 2290 (Heavy Highway Vehicle Use)

 Find out about a tax refund  Other (please specify):______________________

5. Did the IRS provide the assistance you needed for you to resolve your main reason for visiting today?

 Yes, the IRS was able to provide the assistance I needed

 No, the IRS was not able to provide the assistance I needed

 No, I could not get assistance today because I need to return with more information

 No, I could not get assistance today because I got here too late for service

 Not sure

6. Are there additional steps you need to take to resolve your main reason for visiting today? (Please do not count follow-up contacts with IRS to see if it your main issue is resolved)

 Yes  No  Please skip to question #7

 If yes, what will you need to do? (Please mark all that apply)

 Locate and submit documents to IRS  Seek assistance from another IRS representative

 Complete and file this year’s return  Complete and file prior year return/s

 Make payment/s  Set up a payment plan/installment agreement

 Get more information from the IRS  Seek assistance from a tax preparer, accountant or tax (telephone, walk-in, mail) attorney

 Wait for the IRS to contact me  Other (please specify):______________________

7. Are there additional steps the IRS needs to take in order to resolve your main reason for visiting today?

 Yes  No  Please skip to question #8

 If yes, what will the IRS need to do?

 Work my case and contact me

 Process my documents or payment

 Send me more information/documents

 Other (please specify):______________________

8. How satisfied are you with the service you received today? (Please mark only one from each row)

			Very Satisfied 5 ▼	4 ▼	Neither Satisfied Nor Dissatisfied 3 ▼	2 ▼	Very Dissatisfied 1 ▼
A.		Promptness of Service	⑤	④	③	②	①
B.		Employee professionalism & courtesy	⑤	④	③	②	①
C.		Building condition/cleanliness	⑤	④	③	②	①
D.		Building location/convenience	⑤	④	③	②	①
E.		Overall satisfaction with service	⑤	④	③	②	①

9. Why did you visit our office instead of using another IRS service, such as IRS.gov or telephone? (Mark all that apply)

 Used the walk-in-service before  Unaware of another service

 Prefer face-to-face  Needed language assistance

 Referred to office by another IRS representative  No computer access

 Urgent/time sensitive issue

10. Other than today, have you visited a local IRS office such as this one in the last 18 months?

 Yes  No

11. What is the ZIP CODE of the location where you traveled from today? _________

12. What category below best describes your household annual income from all sources, before taxes, for 2009?

 Less than $15,000  $48,000 but less than $75,000

 $15,000 but less than $25,000  $75,000 but less than $100,000

 $25,000 but less than $35,000  $100,000 or more

 $35,000 but less than $48,000  Don’t know

Thank you for taking our customer survey! Your input will help us improve our services.

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 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: Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, 1111 Constitution Ave, NW, Washington, DC 20224.

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