CS-10-242; CS-10-243; CS-10-244; CS-10-245; CS-10-246; CS-10-247; CS-10-250; CS-10-252; CS-10-253; CS-254; and CS-10-255

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OMB #1545-1432

RS WAGE AND INVESTMENT

CUSTOMER SATISFACTION SURVEY

ACCOUNTS MANAGEMENT/ADJUSTMENTS

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 5 minutes to complete. Your responses will be kept completely anonymous to the IRS. If you have questions about this survey, you may call the Survey Helpline at 1-866-960-7897.

The questions that follow ask your opinion regarding the recent correspondence or an amended return you have sent to the IRS regarding a tax matter. For each question, regardless of whether you agree or disagree with the final outcome, please indicate your answer by checking the box that best represents your opinion. If the question does not apply to your situation, check the box labeled “Don’t Know/Not Applicable.”

1.

	Very Dissatisfied	Somewhat Satisfied	Neither Satisfied Nor Dissatisfied	Somewhat Satisfied	Very Satisfied	Don’t Know/Not Applicable
a. Ease of understanding the initial notice and what was requested of you? b. Appropriateness of the tone of IRS correspondence concerning your issue? c. Completeness of instructions you received for resolving your issue? d. Ease of providing information requested by the IRS? e. Ease of understanding responses from the IRS? f. Ease of getting more information about your issue?	    	    	    	    	    	    
g. IRS keeping you informed about the status of your case? (If “Very Dissatisfied or “Somewhat Dissatisfied” rating): Why did you give this item a low rating?						
h. Explanation regarding the resolution of your issue? i. Length of time it took to resolve the issue? (If “Very Dissatisfied or “Somewhat Dissatisfied” rating): Why did you give this item a low rating?	 	 	 	 	 	 
j. Fairness of treatment by the IRS?						
k. Regardless of whether you agree or disagree with the final outcome, how would you rate your overall satisfaction with the way your issue was handled?						

OMB #1545-1432

2. Did you write or send an amended return to the IRS because the IRS sent you a notice or a letter?  Yes  No	4. Have you contacted the IRS about this time same issue for any prior year’s tax return?  Yes  No
3. What method(s) did you use to contact the IRS about this issue? (Please mark all that apply)  E-mail  In person  Mail  Other  Toll-Free line	5. How would you rate the level of service received from this contact Versus previous contacts?  Better  Worse  The same
6. For this recent interaction, how many days elapsed between the time you submitted your correspondence or amended return and the time you received a reply?  Less than 15 days  15-29 days  30-44 days  45-60 days  Over 60 days  Did not receive a reply	9. How many days did it take to resolve your issue from the time you contacted or were contacted by , the IRS about this issue?  Less than 15 days  15-29 days  30-44 days  45-60 days  Over 60 days
7. What is a reasonable time frame to wait for the IRS to respond to your issue?  Less than 15 days  15-29 days  30-44 days  45-60 days  Over 60 days	10. Did you…..?  Use a tax professional to assist you with resolving this issue  Represent yourself  Other
8. What your issue with the IRS completely resolved?  Yes (Skip to question 9)  No (Skip to question 10)  Not sure (Skip to question 10)  	11. Please mark the topic that best describes your main issue.  Status of refund  Status of payment  Penalty/Interest charges  Earned income credit  Exemptions/Dependents  Name/Address changes  Credits (child care, education, etc.)  Other changes to original return  Other
Occasionally, we conduct additional in-depth IRS-related research. Research participants may receive a small monetary incentive to participate depending on the research. If you are interested in participating in future research, please provide us with your telephone number and your e-mail address (if available). This information will not be shared with the IRS and will be used only for the purpose of survey research. Telephone number: __________________________ E-mail address: _____________________________ OMB #1545-1432

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.

12. 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 to P.O. Box 64530, St. Paul, MN 55164-9610 USA.

OMB #1545-1432

I need your help with an important initiative I am undertaking to improve our

service to America’s taxpayers. I want to get feedback from taxpayers like you

who have had correspondence with the IRS regarding their tax return or who have

filed an amended return.

In a few days, you will receive a questionnaire asking your opinions about resolving

such issues with the IRS. Please direct it to the person who had the most contact

with the IRS on this matter. The questionnaire should take less than 5 minutes to

complete. Your answers will be combined with others to give us an evaluation of

customer satisfaction with IRS service.

To keep all replies anonymous to the IRS, we have asked an independent research

company to administer the survey. Pacific Consulting Group/Scantron employees

will process the questionnaires and report only statistical totals to us.

I am committed to improving IRS service to every taxpayer. Please help me in this

effort by completing and returning the questionnaire as soon as possible. If you do not

receive a questionnaire, please contact the Survey Helpline at 1-866-960-7897.

Thank you in advance for your cooperation.

Sincerely,

Jane Looney

Director, Accounts Management

Wage and Investment Division

L1_F

Pacific Consulting Group/Scantron

IRS Customer Survey

P.O. Box 64530

St. Paul, MN 55164-9610

OMB #1545-1432

A few days ago, you received a letter from Jane Looney, Director, Accounts Management, Wage and Investment Division, asking for your help with an important research project.

We are administering a nationwide survey among people who have had contact with the Internal Revenue Service (IRS). We want to know your opinions about the process of corresponding with the IRS regarding your tax return or filing an amended return. Your responses are critical to the accuracy of this research.

We are sending questionnaires to a random sample of taxpayers who have had such issues. All responses will be anonymous to the IRS, and your participation is voluntary. We will group your responses with others, so that no individual reply can be traced back to an individual.

The questionnaire is quite brief and should take less than 5 minutes to complete. Please use the postage-paid reply envelope to return your completed questionnaire. If you have any questions about this survey, please feel free to call the Survey Helpline at 1-866-960-7897.

The IRS is committed to improving its performance and service to the American public. A first step in this process is to gather reliable information from those who have had contact with IRS services and employees. Your honest opinions will help bring about these changes.

Thank you in advance for your cooperation.

Project Director

L2_F

OMB #1545-1432

P

OMB #1545-1432

ACIFIC CONSULTING GROUP

IRS Customer Survey P.O. Box 64530 St. Paul, MN 55164-9610 USA

A few days ago, you received a letter from Jane Looney, Director, Accounts Management, Wage and Investment Division, asking for your help with an important research project. So far, we have not received your completed questionnaire. If you have not already done so, please take a few minutes to fill in your responses.

We are administering a nationwide survey among people who have had contact with the Internal Revenue Service (IRS). We want to know your opinions about the process of corresponding with the IRS regarding your tax return or filing an amended return. Your responses are critical to the accuracy of this research.

We are sending questionnaires to a random sample of taxpayers who have had such issues. All responses will be anonymous to the IRS, and your participation is voluntary. We will group your responses with others, so that no individual reply can be traced back to an individual.

The questionnaire is quite brief and should take less than 5 minutes to complete. Please use the postage-paid reply envelope to return your completed questionnaire. If you have any questions about this survey, please feel free to call the Survey Helpline at 1-866-960-7897.

The IRS is committed to improving its performance and service to the American public. A first step in this process is to gather reliable information from those who have had contact with IRS services and employees. Your honest opinions will help bring about these changes.

Thank you in advance for your cooperation.

W&I Adjustments OMB, CY2011 10