OMB #1545-1432
SCREENER INTRODUCTION
///ASK ALL///
Hello, my name is [CALLER NAME] calling from Vendor on behalf of the Internal Revenue Service, or IRS.
///ASK ALL///
S1. We are an independent research organization working with the IRS to obtain feedback on customer satisfaction. I would like to speak with an adult in the household who deals with the household taxes.
01 Person on the phone is the correct person Continue
02 Person on the phone is not the correct person [Ask to speak to the correct person]
03 No one available Thank and schedule callback
04 TERMINATE SCREEN
05 No. Do not have to file a Federal income tax return for 2009. Thank and terminate call (036 disposition)
06 No. Have not yet filed Federal income tax return for 2009. Thank and terminate call (037 disposition)
07 A paid preparer, like an accountant or tax service, or a volunteer Thank and terminate call; dispo 38
97 DON’T KNOW Thank and terminate with dispo 161 (>1 dispo 2)
99 REFUSED Thank and
terminate with dispo 161 (>1 dispo 2)
///ASK IF S1=01///S2. [When the correct person is on the phone] We would like to invite you to take part in a brief voluntary survey about your satisfaction with some of the products and services the IRS offers for tax return preparation. The interview should take no more than 20 minutes for most customers. Vendor will not provide any identifying information to the IRS along with your responses and will hold your identity private to the extent permitted by law. We will not ask you about the details of your tax return itself. Your participation is very important to help the IRS design products and services that meet the needs of taxpayers. Is this a good time to complete this survey?
[INTERVIEWER NOTE – READ ONLY IF NECESSARY. If you would like to speak with someone at IRS to verify the study please contact Patty Wagner at [email protected] or (202) 283-0188.]
01 YES Continue
02 NO ///Schedule Callback; dispo 104, 105)///
99 REFUSED /// Thank and
terminate with dispo 161 (>1 dispo 2)
In thinking of your experiences, concentrate on the products and services you use as an individuatl taxpayer only. Our first few questions are about how you file taxes.
///ASK IF S2=01///
Q1.Have you filed a FEDERAL INCOME TAX RETURN for 2009? [Read list]
01 Yes. You or your spouse have filed a Federal tax return for 2009
02 No. Do not have to file a Federal income tax return for 2009. Thank and terminate call; dispo 36
03 No. Have not yet filed Federal income tax return for 2009. Thank and terminate call; dispo 37
97 DON’T KNOW Thank and
terminate with dispo 161 (>1 dispo 33)
99 REFUSED Thank and
terminate with dispo 161 (>1 dispo 33)
///ASK IF Q1=01///
Q2. Who prepared your 2009 Federal income tax return? [Read list]
01 You or another family member in your household
02 A paid preparer, like an accountant or tax service, or a volunteer Thank and terminate call; dispo 38
03 Someone else outside your household (SPECIFY) Thank and terminate call; dispo 38
97 DON’T KNOW Thank and
terminate with dispo 161 (>1 dispo 33)
99 REFUSED Thank and
terminate with dispo 161 (>1 dispo 33)
//ASK IF Q2=03//
Q2OTH ENTER OTHER MENTION_______________________________________
///ASK IF Q2=01///
Q3. Would you say that you are the adult in your household who is most familiar with the preparation and filing of your federal income tax return for 2009? [Read list]
01 Yes, most familiar
02 Equally familiar
03 Neither “most familiar” nor “equally familiar” Skip to 4A.
97 DON’T KNOW Thank and
terminate with dispo 161 (>1 dispo 33)
99 REFUSED Thank and
terminate with dispo 161 (>1 dispo 33)
///ASK IF Q3=01 OR 02///
Q4. Are you familiar enough with your Federal income tax return for 2009 to answer some questions about it?
01 YES Skip to Q7
02 NO Continue
97 DON’T KNOW Thank and
terminate with dispo 161 (>1 dispo 33)
99 REFUSED Thank and
terminate with dispo 161 (>1 dispo 33)
///ASK IF Q3=03 OR Q4=02 OR Q4C=03///
Q4A. May I speak with the person in your household who would be familiar enough with your 2009 Federal income tax return to answer some questions about it?
01 YES Ask person’s name and skip to Q4C
02 NO Thank and terminate call; dispo 161 (or 33 if > 1)
03 Person not available Ask person’s name and continue to Q4B.
97 DON’T KNOW Thank and
terminate with dispo 161 (>1 dispo 33)
99 REFUSED Thank and
terminate with dispo 161 (>1 dispo 33)
//SHOW THI IF Q4A=01 THEN CONTINUE TO Q4C//
ID_CB
[INTERVIEWER: ASK PERSON'S NAME]
[INTERVIEWER: YOU CAN ACCEPT INITIALS, NAME, GENDER, POSITION IN HOUSEHOLD
OR ANY INFORMATION TO IDENTIFY THE RESPONDENT]
01 ENTER NAME/ETC
97 DON'T KNOW GO TO Q4C
99 REFUSED GO TO Q4C
//ASK IF ID_CB=01//
ID_NAME
[RECORD THEIR 1ST NAME OR OTHER INFORMATION.]
///ASK IF Q4A=03///
Q4B. What would be a good time to call back to speak with (name)?
01 [record name] Record time and schedule recall
97 DON’T KNOW Thank and
terminate with dispo 161 (>1 dispo 33)
99 REFUSED Thank and
terminate with dispo 161 (>1 dispo 33)
///ASK IF Q4A=01///
Q4C. [When the correct person is on the phone] Hello, my name is [CALLER NAME] calling from Vendor on behalf of the Internal Revenue Service, or IRS. We are an independent research organization working with the IRS to obtain feedback on customer satisfaction. Would you say that you are the adult in your household who is most familiar with the preparation and filing of your Federal income tax return for 2009? [Read list]
01 Yes, most familiar
02 Equally familiar
03 Neither “most familiar” nor “equally familiar” Skip to Q4A
97 DON’T KNOW Thank and
terminate with dispo 161 (>1 dispo 33)
99 REFUSED Thank and
terminate with dispo 161 (>1 dispo 33)
///ASK IF Q4C=01,02///
Q4D. Are you familiar enough with your Federal income tax return for 2009 to answer some questions about it?
01 YES Continue
02 NO Thank and terminate call; dispo 161 (or 33 if > 1)
97 DON’T KNOW Thank and
terminate with dispo 161 (>1 dispo 33)
99 REFUSED Thank and
terminate with dispo 161 (>1 dispo 33)
///ASK IF Q4D=01///
Q4E. We would like to invite you to take part in a brief voluntary survey about your satisfaction with some of the products and services the IRS offers for tax return preparation. The interview should take no more than 20 minutes for most customers. Vendor will not provide any identifying information to the IRS along with your responses and will hold your identity private to the extent permitted by law. We will not ask you about the details of your tax return itself. Your participation is very important to help the IRS design products and services that meet the needs of taxpayers. Is this a good time to complete this survey?
[INTERVIEWER NOTE – READ ONLY IF NECESSARY. If you would like to speak with someone at IRS to verify the study please contact Patty Wagner at [email protected] or (202) 283-0188.]
01 YES Continue
02 NO ///Schedule Callback///
99 REFUSED /// Thank and terminate call; dispo 161 (or 33 if > 1)
///ASK IF Q4=01 OR Q4E=01///
Q7. How did you prepare your 2009 Federal income tax return? Was it … ? [READ LIST. SELECT ONE.]
01 By hand, using the IRS tax form
02 Using tax preparation software
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q8. After your forms were completed, how did you file your most recent tax return? [READ LIST. SELECT ONE.]
01 I filed by regular mail
02 I filed electronically by computer
03 Delivered in person
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q5. Which of the following Federal tax forms did you use when you filed your 2009 tax return? Was it... ? [Read list. Select one.]
01 1040EZ Income Tax Return for Single Filers and Joint Filers with No Dependents Skip to Q9
02 1040A US Individual Income Tax Return Skip to Q9
03 1040 US Individual Tax Return
97 DON’T KNOW Thank and terminate call; dispo 39
99 REFUSED Thank and terminate call; dispo 39
FORMS EVALUATION
///ASK IF Q5=03///
Q6. Which of the following schedules or forms, if any, did you file with your Form 1040? [Read list. Select all that apply.]
Schedule A for itemized deductions
Schedule B for interest and dividend income
Schedule C for small business income
Schedule D for capital gains and losses
Schedule E for supplemental income
Schedule F for farm income
Schedule EIC for Earned Income Credit
Schedule L for the standard deduction for certain filers
Schedule M for Making Work Pay and Government Retiree Credits
Form 5405 for the First-Time Homebuyer Credit
Form 8863 for Education Credits (Hope and Lifetime Learning Credits)
01 Used form/schedule
02 Did not use form/schedule
97 DON’T KNOW
99 REFUSED
///ASK IF Q5=03///
Q6AA. Did you use any forms or schedules other than the ones we have asked about?
01 Yes
02 No
97 DON’T KNOW
99 REFUSED
///ASK IF Q6AA=01///
PREQ6BB. What other forms or schedules did you use?
01 ENTER RESPONSE___________________________________
97 DON’T KNOW
99 REFUSED
//ASK Q6BB if PREQ6BB=01//
Q6BB _____________________________________
/// IF Q6 Item A=01, ASK Q6C Item A///
/// IF Q6 Item B=01, ASK Q6C Item B///
/// IF Q6 Item C=01, ASK Q6C Item C///
/// IF Q6 Item D=01, ASK Q6C Item D///
/// IF Q6 Item E=01, ASK Q6C Item E///
/// IF Q6 Item F=01, ASK Q6C Item F///
/// IF Q6 Item G=01, ASK Q6C Item G///
/// IF Q6 Item H=01, ASK Q6C Item H///
/// IF Q6 Item I=01, ASK Q6C Item I///
/// IF Q6 Item J=01, ASK Q6C Item J///
/// IF Q6 Item K=01, ASK Q6C Item K///
Q6C. Please rate your satisfaction with each of the following schedules and forms that you used on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied. If you did not use a particular schedule or form, please tell me.
Schedule A for itemized deductions
Schedule B for interest and dividend income
Schedule C for small business income
Schedule D for capital gains and losses
Schedule E for supplemental income
Schedule F for farm income
Schedule EIC for Earned Income Credit
Schedule L for the standard deduction for certain filers
Schedule M for Making Work Pay and Government Retiree Credits
Form 5405 for the First-Time Homebuyer Credit
Form 8863 for Education Credits (Hope and Lifetime Learning Credits)
05 Very satisfied
04 Satisfied
03 Neither satisfied nor dissatisfied
02 Dissatisfied
01 Very dissatisfied
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q9. Now I’m going to ask you a few questions about your experiences with the most current tax forms, publications and instructions for Tax Year 2009. Please rate your satisfaction with each of the following items on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied.
Knowing where to find tax forms and instructions
The ease of getting tax forms and instructions
The ease of determining which forms and instructions you needed
The ease of understanding tax forms
Knowing what you needed to do to complete the forms
The completeness of instructions
The ease of understanding the instructions
The ease of finding answers in the publications
05 Very satisfied
04 Satisfied
03 Neither satisfied nor dissatisfied
02 Dissatisfied
01 Very dissatisfied
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
PUBLICATION EVALUATION
///ASK IF Q4=01 OR Q4E=01///
Now I’m going to ask you a few additional questions about tax publications. Again, please think about your use of tax publications as an individual taxpayer for your 2009 Federal tax return.
///ASK IF Q4=01 OR Q4E=01///
Q10. Did you use any IRS publications in preparing your 2009 Federal tax return?
01 YES
02 NO Skip to Q22
97 DON’T KNOW Skip to Q22
99 REFUSED
///ASK IF Q10=01///
Q11. Which of the following IRS publications have you used in preparing your 2009 Federal tax return? [CHOOSE ALL THAT APPLY. READ LIST]
[ROTATE A-M; Q11N “Other” should always be read last.]
Pub 17 Your Federal Income Tax
Pub 463 Travel, Entertainment, Gift and Car Expenses
Pub 501 Exemptions, Standard Deductions and Filing Instructions
Pub 502 Medical and Dental Expenses
Pub 505 Tax Withholding and Estimated Tax
Pub 523 Selling Your Home
Pub 525 Taxable and Nontaxable Income
Pub 535 Business Expenses
Pub 550 Investment Income and Expenses
Pub 590 Individual Retirement Arrangements (IRAs)
Pub 596 Earned Income Credit
Pub 946 How To Depreciate Property
Pub 970 Tax Benefits for Education
Did you use something else? (SPECIFY)
01 Used publication
02 Did not use
97 DON’T KNOW
99 REFUSED
///ASK IF Q11N=01///
Q11NOTH_______________________________
///PROGRAMMER: FOR EACH OF THE FIRST TWO PUBLICATIONS FROM LIST IN Q11 WITH A 01 (USED PUBLICATION) RESPONSE, ASK QUESTIONS Q13 – Q20. CONTINUE WITH Q21 AFTER QUESTIONS ON SECOND PUBLICATION ARE COMPLETE.///
///PROGRAMMER: IF ONLY ONE PUBLICATION RECEIVES A 01 RESPONSE, SKIP TO Q21 AFTER THE QUESTIONS ABOUT THE FIRST PUBLICATION WITH A 01 RESPONSE.///
//If ALL Q11A-N=02 SKIP TO Q21///
///PROGRAMMER: FOR QUESTIONS Q13-Q20. "SELFORM1" IS ASSIGNED LETTER (A-N) OF THE PUB THAT WAS ACKNOWLEDGED FIRST, IF 1 OR MORE WAS ACKNOWLEDGED "SELFORM2" IS ASSIGNED LETTER (A-N) OF THE PUB THAT WAS ACKNOWLEDGED SECOND, IF 2 OR MORE WERE ACKNOWLEDGED/// THESE TWO DELIVERABLES WILL BE DELIVERED IN FINAL DATA SET.
///ASK Q13 (X) IF SELFORM1=X OR SELFORM2=X///
Q13 (a-n). Now I’ll ask some questions about a couple of the publications that you used in filing your 2009 income tax return
///ASK IF ANY Q11A-Q11N=01///How did you find out about (Insert Publication from Q11)? [READ LIST. SELECT ALL THAT APPLY.]
01 Form 1040 or other schedules referred me to it
02 List of publications on IRS website
03 From doing taxes in previous years
04 From other tax guides
05 From my tax preparer
06 Word of mouth
95 OTHER (specify)
97 DON’T KNOW
99 REFUSED
//ASK IF Q13(a-n)=95//
Q13oth (a-n) 95 (SPECIFY)________________________________
///ASK Q14 (X) IF SELFORM1=X OR SELFORM2=X///
Q14 (a-n). On a scale from 1 to 5, with 1 being very difficult and 5 being very easy, how easy was it for you to obtain (Insert Publication from Q11)?
05 Very easy Skip to Q16
04 Easy Skip to Q16
03 Neither easy nor difficult Skip to Q16
02 Difficult Go to PREQ15
01 Very difficult Go to RREQ15
96 [Not applicable/Have not used/No experience] Skip to Q16
97 DON’T KNOW Skip to Q16
99 REFUSED Skip to Q16
//ASK IF Q14 (x)=02 OR 01///
PREQ15 (a-n). What was difficult about obtaining this document?
01 GAVE ANSWER
97 DON’T KNOW
99 REFUSED
///ASK IF PREQ(x)15=01///
Q15 (a-n). What was difficult about obtaining this document?
[INTERVIEWER: ENTER RESPONSE ___________________________________]
///ASK Q16 (X) IF SELFORM1=X OR SELFORM2=X///
Q16 (a-n). On a scale of 1 to 5 with 1 being very poor and 5 being very good, how would you rate the following aspects of (Insert Publication from Q11) document?
Table of contents
Important changes
Index
Worksheet
Examples
Flow charts
Appendix
Tax tables
05 Very Good
04
03
02
01 Very Poor
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
///ASK Q17 (X) IF SELFORM1=X OR SELFORM2=X///
Q17 (a-n) .In thinking about your experience with the most recent version of (Insert Publication from Q11), tell me whether you agree or disagree with the following statements on a scale of 1 to 5, where 1 is strongly disagree and 5 is strongly agree.
The language was understandable
The graphics and layout made it easy to follow
The size of the print made it easy to read
It was easy to find the information that I was looking for
It was easy to go back and forth between the publication and the form
It was easy to go back and forth between the form and the instructions
The section headings were useful
The publication was as clear as possible, given the tax law
I feel confident in the calculations that I made
05 Strongly Agree
04
03
02
01 Strongly Disagree
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
///ASK Q18 (X) IF SELFORM1=X OR SELFORM2=X///
Q18 (a-n). Taking all of these factors into account, on a scale of 1 to 5 where 1 means very dissatisfied and 5 means very satisfied, how would you rate your overall satisfaction with (Insert Publication from Q11) the last time you used it?
05 Very satisfied
04 Satisfied
03 Neither satisfied nor dissatisfied (Return to Q13 if appropriate; otherwise skip to Q21)
02 Dissatisfied Skip to Q20
01 Very dissatisfied Skip to Q20
96 [Not applicable/Have not used/ (Return to Q13 if appropriate; otherwise skip to Q21)
No experience]
97 DON’T KNOW (Return to Q13 if appropriate; otherwise skip to Q21)
99 REFUSED (Return to Q13 if appropriate; otherwise skip to Q21)
///ASK IF Q18 (x)=05, 04///
PREQ19 (a-n). What would you describe as the BEST features of this publication? [PROBE: Anything else? ]
01 GAVE RESPONSE
97 DON’T KNOW
99 REFUSED
///Return to Q13 if appropriate; otherwise SKIP TO Q21///
///ASK IF PREQ19(x)=01///
Q19 (a-n). What would you describe as the BEST features of this publication? [PROBE: Anything Else?]
[INTERVIEWER: ENTER RESPONSE_____________________________________]
///Return to Q13 if appropriate; otherwise SKIP TO Q21///
///ASK IF Q18(x)=01,02///
PREQ20 (a-n). How could this publication be improved? [PROBE: Anything Else? ]
01 GAVE RESPONSE
97 DON’T KNOW
99 REFUSED
///Return to Q13 if appropriate; otherwise continue to Q21///
///ASK IF PREQ20(x)=01///
Q20 (a-n). How could this publication be improved? [PROBE: Anything Else?]
INTERVIEWER: ENTER RESPONSE__________________________________
///Return to Q13 if appropriate; otherwise continue to Q21///
///ASK IF Q10=01 OR ANY Q11A-N=01///
Q21. Where did you get the publications you used for your 2009 Federal income tax return? If you obtained publications from different sources, please tell us all the sources.
[Interviewer: Use list as prompt if interviewee is unsure of possible sources. Allow multiple responses].
///MUL 9///
[INTERVIEWER: RECORD RESPONSE___________________________]
01 IRS office
02 IRS website
03 VITA or TCE site
04 Tax preparer/accountant
05 Through the mail
06 Tax preparation software or computer program
07 Library
08 Post office
95 OTHER (SPECIFY)
97 DON’T KNOW
99 REFUSED
///ASK IF Q21=95//
Q21oth Other (SPECIFY)___________________________
///ASK IF Q4=01 OR Q4E=01///
Now I’m going to ask you some questions about the IRS website.
///ASK IF Q4=01 OR Q4E=01///
Q22. Are you aware that the IRS has a website where you can obtain or view forms and publications and instructions?
01 YES
02 NO Skip to Q33
97 DON’T KNOW Skip to Q33
99 REFUSED Skip to Q33
///ASK IF Q22=01///
Q23. Have you ever obtained tax forms, instructions or publications from the IRS website (www.irs.gov)?
01 YES
02 NO Skip to Q33
97 DON’T KNOW Skip to Q33
99 REFUSED Skip to Q33
////ASK IF Q23=01///
Q24. Approximately how many times did you access the IRS website to get forms, instructions or publications?/// ///INTERVIEWER: PROBE FOR TIMES///
_________ TIMES ///RANGE=0-94, 94=94 or more///
97 DON’T KNOW
99 REFUSED
///ASK IF Q23=01///
Q25. Did you use the IRS website in the past year for any of the following reasons?
View a specific form
Download a specific form
View instructions
Download instructions
View a specific publication
Download a specific publication
Get an answer to a tax question
See what changes had been made in tax laws
Find out how to get help with your taxes
J. Any other reasons?
01 YES
02 NO
97 DON’T KNOW
99 REFUSED
//ASK IF Q25J=01//
Q25JOTH Other (SPECIFY)______________________________________
//IF Q24=1-94 AND ANY Q25A-J=01//
Q32. Taking all of these factors into account, on a scale of 1 to 5 where 1 means very dissatisfied and 5 means very satisfied, how would you rate your overall satisfaction with getting tax forms, publications and instructions from the IRS website?
05 Very satisfied
04 Satisfied
03 Neither satisfied nor dissatisfied
02 Dissatisfied
01 Very dissatisfied
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
Q33. Have you ever completed or used the electronic version of any Federal tax form on the IRS website?
01 YES
02 NO Skip to Q35
97 DON’T KNOW Skip to Q35
99 REFUSED Skip to Q35
///ASK IF Q33=01///
PREQ34. Please tell me the electronic tax form you have completed or used.
01 GAVE RESPONSE
97 DON’T KNOW
99 REFUSED
///ASK IF PREQ34=01///
Q34.
[INTERVIEWER: ENTER RESPONSE___________________________________]
///ASK IF Q4=01 OR Q4E=01///
Q35. Have you ever used the electronic version of any Federal tax publication on the IRS website?
01 YES
02 NO Skip to Q40
97 DON’T KNOW Skip to Q40
99 REFUSED Skip to Q40
///ASK IF Q35=01///
PREQ36. Please tell me the electronic publications you have used.
01 GAVE RESPONSE
97 DON’T KNOW
99 REFUSED
///ASK IF PREQ36=01///
Q36.
[INTERVIEWER: ENTER RESPONSE_________________________________]
//ASK if PREQ36=01//
PREQ36AA Are there any other electronic publications you are most familiar with?
01 GAVE RESPONSE
02 NONE
97 DON’T KNOW
99REFUSED
///ASK IF PREPREQ36AA=01//
Q36AA [INTERVIEWER: ENTER RESPONSE_________________________________]
//ASK if PREQ36AA=01//
PREQ36BB Are there any other electronic publications you are most familiar with?
01 GAVE RESPONSE
02 NONE
97 DON’T KNOW
99REFUSED
///ASK IF PREQ36BB=01//
Q36BB [INTERVIEWER: ENTER RESPONSE_________________________________]
///ASK IF PREQ36=01 AND PREQ36AA=01///
Q36A. Which electronic publication are you most familiar with?
//PROGRAMMER, recall answers from Q36, Q36AA and Q36BB
01 //RECALL RESPONSE TO Q36//
02//RECALL RESPONSE TO Q36AA//
03//RECALL RESPONSE TO Q36BB//
04 NONE
97 DON’T KNOW
99REFUSED
//ASK IF Q36A=01-03//
I’d like you to think about the electronic publication you are most familiar with.
///ASK IF Q35=01/////
Q37. When you used the electronic publication on-line at the IRS website, which of the following did you use? [READ LIST.]
Table of contents
Important changes
Index
Worksheet
Examples
Flow charts
Appendix
Tax tables
Instructions for a tax form
01 Used
02 Did not use
97 DON’T KNOW
99 REFUSED
///ASK IF Q35=01///
PREQ38. What would you describe as the BEST features of the electronic publication?
[PROBE: Anything else?] [INTERVIEWER: Ask for name of the form(s)/publication(s)]
01 GAVE RESPONSE
97 DON’T KNOW
99 REFUSED
///ASK IF PREQ38=01///
Q38. [INTERVIEWER: INTER RESPONSE_____________________________________________]
///ASK IF Q35=01////
PREQ39. How could the electronic publication be improved? [PROBE: Anything else?] [INTERVIEWER: Ask for name of the form(s)/publication(s)]
01 GAVE RESPONSE
97 DON’T KNOW
99 REFUSED
///ASK IF PREQ39=01///
Q39. [INTERVIEWER: ENTER RESPONSE______________________________________]
///ASK IF Q35=01///
Q39A.Are you aware that IRS electronic tax publications, for example Publication 17, now contain a linking feature? That is, they have active hyperlinks within the electronic version of the publication that allow the user to directly connect to a different section within the publication or to an external web page.
01 YES Continue
02 NO Skip to Question 40
97 DON’T KNOW Skip to Q40
99 REFUSED Skip to Q40
///ASK IF Q39A=01///
Q39B.Have you used the linking feature in any electronic tax publications?
01 YES Continue
02 NO Skip to Question 40
97 DON’T KNOW Skip to Q40
99 REFUSED Skip to Q40
///ASK IF Q39B=01///
PREQ39C. Please list the electronic tax publications in which you have used the linking feature.
[INTERVIEWER: Ask for name of the form(s)/publication(s)]
01 GAVE ANSWER
97 DON’T KNOW
99 REFUSED
///ASK IF PREQ39C=01///
Q39C. P[INTERVIEWER: ENTER RESPONSE__________________________________________]
///ASK IF Q39B=01///
Q39D. Has the linking feature in tax publications been beneficial for you?
01 YES Skip to Question 39F.
02 NO Continue
97 DON’T KNOW
99 REFUSED
///ASK IF Q39D=02///
PREQ39E.What makes the linking feature not beneficial for you?
01 GAVE RESPONSE
97 DON’T KNOW (Skip to Question 39G.)
99 REFUSED (Skip to Question 39G.)
///ASK IF PREQ39E=01///
Q39E. [INTERVIEWER: ENTER RESPONSE_______________________________________]
///ASK IF Q39D=01///
PREQ39F.What are some of the benefits of the linking feature in tax publications?
01 GAVE RESPONSE
97 DON’T KNOW
99 REFUSED
///ASK IF PREQ39F=01///
Q39F. [INTERVIEWER: ENTER RESPONSE__________________________________]
///ASK IF Q39D=02///
PREQ39G. How can we improve the linking feature in tax publications?
01 GAVE RESPONSE
97 DON’T KNOW
99 REFUSED
///ASK IF PREQ39=01///
Q39G. [INTERVIEWER: ENTER RESPONSE________________________________]
///ASK IF Q4=01 OR Q4E=01////
Q40. On a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you that you know about changes which have occurred in tax forms that you needed to use for the 2009 tax filing season?
05 Very satisfied
04 Satisfied
03 Neither satisfied nor dissatisfied
02 Dissatisfied
01 Very dissatisfied
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01////
Q40A. On a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you that you know about changes which have occurred in instructions that you needed to use for the 2009 tax filing season?
05 Very satisfied
04 Satisfied
03 Neither satisfied nor dissatisfied
02 Dissatisfied
01 Very dissatisfied
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q41. On a scale of 1 to 5, how satisfied are you that you know about changes which have occurred in publications that you needed to use for the 2009 Tax Year?
05 Very satisfied
04 Satisfied
03 Neither satisfied nor dissatisfied
02 Dissatisfied
01 Very dissatisfied
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q42. On a scale of 1 to 5, how satisfied are you with the availability of getting information on tax law changes for the 2009 Tax Year?
05 Very satisfied
04 Satisfied
03 Neither satisfied nor dissatisfied
02 Dissatisfied
01 Very dissatisfied
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q43. How do you find out when tax forms and publications have changed? [DO NOT READ. SELECT ALL THAT APPLY.]
//mul=8/
01 IRS website
02 IRS workshop
03 Professional association
04 Word of mouth
05 Software programs
06 TV, radio, or print advertisements
07 Tax Preparer
95 OTHER (specify)
97 DON’T KNOW
99 REFUSED
//ASK IF Q43=95//
Q43oth (SPECIFY)_________________
///ASK IF Q4=01 OR Q4E=01///
Q44. On a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you with the way the IRS communicates changes in its forms, instructions and publications to its customers?
05 Very satisfied .
04 Satisfied
03 Neither satisfied nor dissatisfied
02 Dissatisfied
01 Very dissatisfied
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q45A. On a scale of 1 to 5, overall how would you rate the IRS on forms, instructions, publications and other tax products that it develops, produces and distributes to taxpayers?
05 Very satisfied
04 Satisfied
03 Neither satisfied nor dissatisfied
02 Dissatisfied
01 Very dissatisfied
96 [Not applicable/Have not used/No experience]
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q46. In the past 12 months, have you received a notice from the IRS?
01 YES
02 NO
97 DON’T KNOW
99 REFUSED
///ASK IF Q46=01///
Q47. Please indicate the general topic of the notice you received:
01 Balance Due – IRS said I owed money
02 Getting a Refund – IRS said they owed me money
03 Education – IRS told me I might be able to claim something I did not
04 Error on tax return – IRS changed by tax return
05. Don’t remember
06 Don’t know (the notice wasn’t clear)
07 Other (Specify)
99 REFUSED
//ASK IF Q47=07//
Q47oth (Specify) _______________________________
NOTICE RESOLUTION
/ASK IF Q46=01/
Q50. Who “handled” the notice?
01 I or my spouse handled the notice
02 Had someone else handle it (i.e., Tax preparer, accountant)
03 Did nothing regarding the notice
04 Don’t remember
05 Other ______________
97 DON’T KNOW
99 REFUSED
//ASK IF Q50=05//
Q50oth (Specify) _______________________________
/ASK IF Q50=01/
//mul=5//
Q51. How did you choose to handle the notice?
01 Called the IRS Toll-free number
02 Visited the local IRS office
03 Sent regular mail to the IRS
04 Sent email to the IRS
05 Other _____________
06 Did nothing
07 Don’t remember
08 Not applicable
97 DON’T KNOW
99 REFUSED
//ASK IF Q51=05//
Q51oth (Specify) _______________________________
/ASK IF Q50=03/
Q52. What was the primary reason that you did nothing about the notice?
01 It wasn’t clear what I was supposed to do
02 The notice said no action was needed
03 The issue was already resolved
04 Other (specify)____________________
97 DON’T KNOW
99 REFUSED
//ASK IF Q52=04//
Q52oth (Specify) _______________________________
//ASK IF Q46=01//
Q53. Recalling your experience with the notice, tell me whether you agree or disagree with the following statements on a scale of 1 to 5, where 1 is strongly disagree and 5 is strongly agree.
A The language was easy to understand
B The layout was easy to follow
C The section headings (if any) were helpful
D The notice contained too much information
E The notice contained all the information I needed
F The notice was clear on what action I needed to take
G The contact information was easy to locate
05 Strongly Agree
04 Agree
03 Neither Agree or Disagree
02 Disagree
01 Strongly Disagree
97 DON’T KNOW
99 REFUSED
Q53H Please indicate what you didn't like about the notice) _______________________
I have just a few more final questions.
///ASK IF Q4=01 OR Q4E=01///
Q54. What is your age?
///RANGE=18-94, 94=94 or older///
____________Age ///RANGE=18-94, 94=94 or older///
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q55. Is your gender………
01 Male
02 Female
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q56. What is the highest level of education you have completed? [READ LIST] (Stop when the highest level is reached).
01 Less than 9th grade
02 9th grade to 12th grade, no diploma
03 High school graduate (or GED)
04 Some technical or vocational school
05 Technical or vocational school graduate
06 Some college, no degree
07 Associate Degree
08 Bachelor’s Degree
09 Master’s Degree
10 Post-Master’s Degree
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q57. Where do you access the Internet? (Choose all that apply) ///MUL=03///
01 Home
02 Work
03 Public library or other place
05 I do not access the Internet
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
Q58. Do you have any of the following long-term conditions lasting 6 months or more)? [READ LIST] (Select all that apply) ///MUL=08///
01 Blindness
02 Deafness
03 Severe Vision Impairment
04 Severe Hearing Impairment
05 Severe Speech Impairment
06 A condition that substantially limits my physical abilities (such as standing or walking)
07 A condition that limits learning or remembering
96 I do not have a long-term condition
95 OTHER (specify)
97 DON’T KNOW
99 REFUSE
//ASK IF Q58=95//
Q58OTH(SPECIFY)__________________________
///ASK IF Q4=01 OR Q4E=01///
Q59. What was your annual household income for 2009? Please stop when I get to the correct category. [READ LIST]
01 Less than $10,000
02 $10,000 but less than $15,000
03 $15,000 but less than $25,000
04 $25,000 but less than $35,000
05 $35,000 but less than $50,000
06 $50,000 but less than $75,000
07 $75,000 but less than $100,000
08 $100,000 but less than $150,000
09 $150,000 but less than $200,000
10 $200,000 but less than $1,000,000
11 $1,000,000 or more
97 DON’T KNOW
99 REFUSED
///ASK IF Q4=01 OR Q4E=01///
CLOSE1 That concludes this survey. The Paperwork Reduction Act requires that the IRS provide an OMB control number relating to all public information requests along with the address where you can send comments regarding the survey. The OMB number for this survey is 1545-1349. Would you like the address where you can send comments?
01 YES
02 NO Skip to Close3
97 DON’T KNOW Skip to Close3
99 REFUSED Skip to Close3
///ASK IF CLOSE1=01///
CLOSE2 If you have any comments regarding this survey, please write to: IRS, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, Room 6526, 1111 Constitution Avenue, NW, Washington, DC 20224.
///ASK IF Q4=01 OR Q4=01///
///PROGRAMMER: IF RESPONDENT SKIPS QUESTION, CODE RESPONSE AS 88///
///PROGRAMMER: NEVER DISPLAY THE RESPONSE CODES, NEVER DISPLAY THE CODE N/A VALUE (96)///
///PROGRAMMER: IF TEXT ON THIS DOCUMENT IS BOLDED, IT SHOULD BE BOLDED ON THE WEB SCREEN AS WELL///
///PROGRAMMER: PLEASE INDICATE A “STOP” BUTTON TO ENABLE SUSPENDING AND IMMEDIATE RESUMING///
///PROGRAMMER: PLEASE INCLUDE A PREVIOUS AND NEXT BUTTON ON EACH PAGE///
///PROGRAMMER: PLEASE POST “FOR TECHNICAL ASSISTANCE, PLEASE CONTACT OUR HELP DESK VIA E-MAIL AT OR CALL 866-287-5762.” AT THE BOTTOM OF EACH SCREEN///
///ASK ALL///
Web Introduction
Welcome to the IRS Media and Publications Division customer satisfaction survey. Vendor, an independent research organization, is working with the IRS to obtain your feedback as a business taxpayer about forms, publications, and services that are used to assist customers in understanding, preparing, and filing federal income tax returns.
This survey should take no longer than 20 minutes. You will be able to suspend the survey at any time and re-enter the survey where you left off without losing any of your responses.
If you wish to verify the IRS’s sponsorship of the survey, please click on this link to the IRS website. http://www.irs.gov/formspubs/article/0,,id=109875,00.html.
Thank you in advance for your participation in this important survey.
//ASK ALL///
Privacy and Security
Vendor will not provide any identifying information to the IRS along with your responses and will hold your identity private to the extent permitted by law. . Vendor will provide results to IRS in aggregate and will provide IRS with the raw data with all personally identifying information removed. In addition, the survey is hosted on a secure server. Please feel confident that your answers will be used solely for the purpose stated above.
///ASK ALL///
Instructions
Moving forward: |
Click on the NEXT button to save your responses and continue to the next page. |
Moving back: |
Click on the PREVIOUS button to view your responses on a previous page. You may change your answers to previously entered responses. |
Suspending and re-entering: |
You may suspend the survey at any time by clicking STOP. You may re-enter the survey where you left off by entering the URL provided in your invitation letter and re-entering your password. If you close your browser without clicking STOP, the survey will automatically halt and you will need to wait 10 minutes to re-access the survey.
|
For technical assistance, please contact our help desk via e-mail at or call 866-287-5762.
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 1545-1349. 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, room 6526, 1111
Constitution Ave. NW, Washington, DC 20224.
Privacy Statement The
authority requesting the information is 5 USC 301. The primary
purpose of asking for the information is to determine
steps IRS can take to improve our service to you. The information
may be disclosed as authorized by the routine uses published for the
Privacy Act System of Records entitled,
Treas/IRS 00.001 Correspondence Files, including
Stakeholder Partnership File, and
Correspondence Control Files, as published in the Federal
Register: December 10, 2001 (Volume 66, Number 237)] [Notices] pages
63785-6. Providing the information is voluntary.
Not
answering some or all of the questions
will not
affect you.
///ASK ALL///
Q1. Did your business file a 2009 federal income tax return?
01 Yes
02 No
97 Not Sure
///ASK IF Q1=02 OR 97///
Q1a. Thank you. This completes the survey. We appreciate your participation.
///ASK IF Q1=01/// ///RANGE 1-199///
Q2. How many years have you been in business? _________________ ///RANGE 1-199///
///ASK IF Q1=01///
Q3. Which tax form did you file for your 2009 business federal tax return? Please mark all that apply. ///MUL=06///
01 1120 or 1120A for a Corporation
02 1120S for an S Corp
03 1065 for a Partnership
04 1065 B for a Partnership
05 1040 Schedule C for an Individual
06 1040 Schedule E for an Individual
07 1040 Schedule F for an Individual
95 Other (Please specify)_______________________________________
97 Not sure
///ASK IF Q1=01///
Q4. Who prepared your business’s 2009 federal tax return? Please select one.
01 You or someone else in your business
02 Professional tax preparer (includes Accountant, CPA, Enrolled Agent or other tax preparers)
95 Someone else (Please specify)_______________________________________
97 Not sure
///ASK IF Q1=01///
Q5. How did you or your preparer prepare your business income tax return?
01 Prepared return using paper and pencil
02 Prepared return using software (electronically)
97 Not sure
///ASK IF Q1=01///
Q6. How did you or your preparer file your business income tax return?
01 Filed paper tax return by regular mail
02 Filed electronically by computer (e-file)
97 Not sure
///ASK IF Q1=01///
Q7. Did your business pay estimated taxes in 2009?
01 Yes
02 No
97 Not sure
///ASK IF Q7=01///
Q8. How did you determine your estimated tax payments in 2009?
01 Tried to accurately estimate the required payment based on this year’s data
02 Based it on safe harbor of paying 100% of prior year taxes.97 Not sure
TAX FORMS, INSTRUCTIONS AND PUBLICATIONS
Q9. Did you receive ANY tax forms, instructions, or publications for your 2009 federal tax returns from the following sources? Please mark all that apply.///MUL=08///
01 IRS office
02 IRS website
03 Other Website
04 Tax preparation software or computer program
05 Accountant or tax preparer
06 Library
07 Post office
08 None of these
95 Other (Please specify) __________________________________
///ASK IF Q1=01///
Q10. Did you use the electronic version of any federal tax form on the IRS website during the 2009 tax season?
01 Yes
02 No
///ASK IF Q10=01///
Q11. If yes, which electronic tax form(s) did you use?
__________________________________________________________________
///ASK IF Q1=01///
Q12. In thinking about the 2009 tax forms, instructions and publications you used, please rate your satisfaction with each of the following items:
|
|
Very Satisfied 05 |
Satisfied 04 |
Neither Satisfied nor Dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
Q12A. |
Knowing where to find tax forms and instructions |
O |
O |
O |
O |
O |
Q12B. |
The ease of getting tax forms and instructions |
O |
O |
O |
O |
O |
Q12C. |
The ease of determining which forms and Instructions you needed |
O |
O |
O |
O |
O |
Q12D. |
The ease of understanding the forms |
O |
O |
O |
O |
O |
Q12E. |
Knowing what you needed to do to complete the forms |
O |
O |
O |
O |
O |
Q12F. |
The ease of understanding the instructions for the form |
O |
O |
O |
O |
O |
Q12G. |
The completeness of instructions |
O |
O |
O |
O |
O |
Q12H. |
The completeness of the publications |
O |
O |
O |
O |
O |
Q12I. |
Ease of understanding the publications |
O |
O |
O |
O |
O |
Q12J. |
The ease of finding answers in the publications |
O |
O |
O |
O |
O |
PUBLICATIONS
///ASK IF Q1=01///
///PROGRAMMER: IF Q13 = “DID NOT USE” FOR ALL SELECTIONS Q13A-Q13E, SKIP TO Q19. IF NO RESPONSE IS GIVEN FOR ANY SELECTION, TREAT IT AS A “DO NOT USE.”///
Q13. Please indicate if you have used any of these publications in printed format or in electronic format from the IRS website. If you have not used a publication in the past 12 months, please check “Did Not Use”.
|
|
Used Printed Publication 01 |
Used Electronic Publication 02 |
Did Not Use 03 |
Q13A. |
Pub 15 Circular E, Employer’s Tax Guide |
O |
O |
O |
Q13B. |
Pub 509 Tax Calendars for 2010 |
O |
O |
O |
Q13C. |
Pub 544 Sales and Other Dispositions of Assets |
O |
O |
O |
Q13D. |
Pub 946 How To Depreciate Property |
O |
O |
O |
Q13E. |
Other #1 (Please specify) ___________ |
O |
O |
O |
|
|
|
|
|
|
|
|
|
|
///ASK IF Q13= ‘USED PRINTED PUBLICATION” OR “USED ELECTRONIC PUBLICATION” FOR ANY SELECTION Q13A-Q13E ///
///PROGRAMMER: SHOW ONLY THOSE SELECTIONS Q13.1A-Q13.1E FOR WHICH CORRESPONDING SELECTIONS Q13A-Q13E= “USED PRINTED PUBLICATION” OR “USED ELECTRONIC PUBLICATION”
Q13.1 Thinking about your overall satisfaction, how would you rate each of the following publications? If you have never used the publication, please mark Not Applicable (N/A)?
|
|
Very Satisfied 05 |
Satisfied 04 |
Neither Satisfied nor Dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
Don’t Know/ N/A 96 |
Q13.1A. |
Pub 15 - Circular E, Employer’s Tax Guide |
O |
O |
O |
O |
O |
O |
Q13.1B. |
Pub 509 - Tax Calendars for 2010 |
O |
O |
O |
O |
O |
O |
Q13.1C. |
Pub 544 - Sales and Other Dispositions of Assets |
O |
O |
O |
O |
O |
O |
Q13.1D. |
Pub 946 - How To Depreciate Property |
O |
O |
O |
O |
O |
O |
Q13.1E. |
Other #1 (Please specify) ___________ |
O |
O |
O |
O |
O |
O |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
///ASK IF Q1=01 AND IF AT LEAST 2 SELECTIONS Q13=01, 02///
Q14. We would like to know which publications you used most often in the last 12 months. Of the publications below, check the three you used most often. Next, check the one that you used most often, 2nd most often, and 3rd most often. Please check only one choice in each column. If you used less than three publications, please check only as many columns as you actually used.
///PROGRAMMER: LIST ONLY SELECTIONS CHECKED “USED PRINTED PUBLICATION” OR “USED ELECTRONIC PUBLICATION” IN Q13///
///PROGRAMMER: IF ONLY ONE CHOICE SELECTED FOR “USED PRINTED PUBLICATION” OR “USED ELECTRONIC PUBLICATION” IN Q13, SKIP TO Q15///
///PROGRAMMER: IF TWO CHOICES SELECTED FOR “USED PRINTED PUBLICATION” OR “USED ELECTRONIC PUBLICATION” IN Q13, SHOW ONLY FIRST TWO COLUMNS: “USED MOST OFTEN” AND “USED 2ND MOST OFTEN”///
///PROGRAMMER: DO NOT ALLOW RESPONDENT TO CHECK MORE THAN ONE ITEM IN EACH COLUMN///
|
|
Used Most Often 01 |
Used 2nd Most Often 02 |
Used 3rd Most Often 03 |
Q14A. |
Pub 15 - Circular E, Employer’s Tax Guide |
O |
O |
O |
Q14B. |
Pub 509 - Tax Calendars for 2010 |
O |
O |
O |
Q14C. |
Pub 544 - Sales and Other Dispositions of Assets |
O |
O |
O |
Q14D. |
Pub 946 - How To Depreciate Property |
O |
O |
O |
Q14E. |
Other #1 (Please specify) ___________ |
O |
O |
O |
|
|
|
|
|
|
|
|
|
|
///ASK IF Q1=01 AND IF ANY Q13=01,02///
Q15. How did you find out about the publication(s) you used most often? For each of your choices please check all the ways you found out about that publication. Please check all that apply.
///PROGRAMMER:FOR COLUMN HEADER “USED MOST OFTEN”, INSERT NUMBER OF PUBLICATION FROM Q14 WHICH WAS CHECKED “USED MOST OFTEN”, E.G., “PUB 553” OR “PUB 15A”. IF ONLY ONE CHOICE SELECTED FOR “USED PRINTED PUBLICATION” OR “USED ELECTRONIC PUBLICATION” IN Q13, SHOW ONLY FIRST COLUMN, “USED MOST OFTEN”///
///PROGRAMMER: FOR COLUMN HEADER “USED 2ND MOST OFTEN”, INSERT NUMBER OF PUBLICATION FROM Q14 WHICH WAS CHECKED “USED 2ND MOST OFTEN”, E.G., “PUB 553” OR “PUB 15A”. IF ONLY TWO CHOICES SELECTED FOR “USED PRINTED PUBLICATION” OR “USED ELECTRONIC PUBLICATION IN Q13, SHOW ONLY FIRST TWO COLUMNS: “USED MOST OFTEN” AND “USED 2ND MOST OFTEN”///
///PROGRAMMER: FOR COLUMN HEADER “USED 3RD MOST OFTEN”, INSERT NUMBER OF PUBLICATION FROM Q14 WHICH WAS CHECKED “USED 3RD MOST OFTEN”, E.G., “PUB 553” OR “PUB 15A”.///
|
|
Publication Used Most Often 01 |
Publication Used 2nd Most Often 02 |
Publication Used 3rd Most Often 03 |
Q15A. |
Tax form instructions referred me to it |
O |
O |
O |
Q15B. |
List of publications in instructions |
O |
O |
O |
Q15C. |
IRS website |
O |
O |
O |
Q15D. |
From doing taxes in previous years |
O |
O |
O |
Q15E. |
IRS mailed it to me |
O |
O |
O |
Q15F. |
From my tax preparer |
O |
O |
O |
Q15G. |
Word of mouth |
O |
O |
O |
Q15H. |
Financial magazines or services |
O |
O |
O |
Q15I. |
Advertisements on radio or television |
O |
O |
O |
Q15J. |
Other (Please specify) ___________ |
O |
O |
O |
///ASK IF Q1=01 AND IF ANY Q13=01,02///
Q16. For the publication you used MOST OFTEN, [INSERT PUBLICATION FROM Q14 USED MOST OFTEN] , how would you rate each of the following aspects?
|
|
Very Good 05 |
Good 04 |
Neutral 03 |
Poor 02 |
Very Poor 01 |
Did not use N/A 96 |
Q16A. |
Table of contents |
O |
O |
O |
O |
O |
O |
Q16B. |
Important changes |
O |
O |
O |
O |
O |
O |
Q16C. |
Index at back |
O |
O |
O |
O |
O |
O |
Q16D. |
Worksheet |
O |
O |
O |
O |
O |
O |
Q16E. |
Examples |
O |
O |
O |
O |
O |
O |
Q16F. |
Flow charts |
O |
O |
O |
O |
O |
O |
Q16G. |
Appendix |
O |
O |
O |
O |
O |
O |
Q16H. |
Tax tables |
O |
O |
O |
O |
O |
O |
Q16I. |
Tips |
O |
O |
O |
O |
O |
O |
///ASK IF Q1=01 AND IF ANY Q13=01,02///
Q17. In thinking about your experience with the publication [INSERT PUBLICATION FROM Q14 USED MOST OFTEN] you used MOST OFTEN, to what extent do you agree or disagree with the following statements.
|
|
Strongly Agree 05 |
Agree 04 |
Neither Agree or Disagree 03 |
Disagree 02 |
Strongly Disagree 01 |
Did not use 96 |
Q17A. |
The language was understandable. |
O |
O |
O |
O |
O |
O |
Q17B. |
The graphics and layout made it easy to follow. |
O |
O |
O |
O |
O |
O |
Q17C. |
The size of the print made it easy to read. |
O |
O |
O |
O |
O |
O |
Q17D. |
It was easy to find the information that I was looking for. |
O |
O |
O |
O |
O |
O |
Q17E. |
It was easy to go back and forth between the publication and the instructions. |
O |
O |
O |
O |
O |
O |
Q17F. |
The section headings were useful. |
O |
O |
O |
O |
O |
O |
Q17G. |
The publication was as clear as possible, given the tax law. |
O |
O |
O |
O |
O |
O |
Q17H. |
I feel confident in the calculations that I made. |
O |
O |
O |
O |
O |
O |
///ASK IF Q1=01 AND IF ANY Q13=01,02///
Q18. How could this publication [INSERT PUBLICATION FROM Q14 USED MOST OFTEN] be improved?
__________________________________________________________
__________________________________________________________
__________________________________________________________
IRS WEBSITE Question to Contractor, should these question be moved after Q11?
///ASK IF Q1=01///
Q19 Are you aware that the IRS has a website (www.irs.gov) where you can view and/or obtain forms, publications and instructions?
01 Yes
02 No
//ASK IF Q19=01///
Q20. Approximately how many times did you access the IRS website during the 2009 tax season? (Please estimate) ///RANGE 0-999///
_________ times ///RANGE 0-999///
///ASK IF Q19=01///
Q21. For which of following purposes did you use the IRS website for last year? Did you use the IRS website in the past year for any of the following reasons? Please mark all that apply. ///MUL=08///
01 View a specific form
02 Download a specific form
03 View a specific publication
04 Download a specific publication
05 View instructions
06 Download instructions
07 Get an answer to a tax question
08 See what changes had been made in tax laws
09 Find out how to get help with your taxes
95 Other (Please specify) __________________________________________________
10 Did not access IRS website in the past year
///ASK ALL///
Q22. Are you aware that the IRS electronic tax publications are available in both pdf and html format?
01 Yes
02 No
//ASK IF Q19=01///
Q23. Are you aware that several IRS electronic tax publications, for example Publication 17, now contain a linking feature? That is, they have active hyperlinks within the electronic version of the publication that allow the user to directly connect to a different section within the publication or to an external web page.
01 Yes
02 No
///ASK IF Q19=02 OR Q23=01///
Q24. Have you used the linking feature in any electronic tax publications?
01 Yes
02 No
//ASK IF Q24=01///
Q25. If yes, please list the electronic tax publications in which you have used the linking feature.
___________________________________________________________
___________________________________________________________
___________________________________________________________
///ASK IF Q24=01///
Q26. Has the linking feature in tax publications been beneficial for you?
01 Yes
02 No
///ASK IF Q26=01///
Q27. What are some of the benefits of the linking feature in tax publications?
___________________________________________________________
___________________________________________________________
___________________________________________________________
///ASK IF Q26=02///
Q28. What makes the linking feature not beneficial for you? .
___________________________________________________________
___________________________________________________________
___________________________________________________________
///ASK IF Q23=01///
Q29. How can we improve the linking feature in tax publications?
___________________________________________________________
___________________________________________________________
___________________________________________________________
///ASK IF Q1=01///
Q30. Taking all of these factors into account, how would you rate your overall satisfaction with downloading tax forms, publications and instructions from the IRS website?
|
Very Satisfied 05 |
Satisfied 04 |
Neither satisfied nor dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
|
|
O |
O |
O |
O |
O |
|
Forms |
|
|
|
|
|
|
Instructions |
|
|
|
|
|
|
Publications |
|
|
|
|
|
|
MARKETING
///ASK IF Q1=01///
Q31. How satisfied are you that you know about changes which have occurred in tax forms that you needed to use for the 2009 tax filing season?
Very Satisfied 05 |
Satisfied 04 |
Neither satisfied nor dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
N/A / No Experience 96 |
O |
O |
O |
O |
O |
|
///ASK IF Q1=01///
Q32. How satisfied are you that you know about changes which have occurred in instructions that you needed to use for the 2009 tax filing season?
Very Satisfied 05 |
Satisfied 04 |
Neither satisfied nor dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
N/A / No Experience 96 |
O |
O |
O |
O |
O |
|
///ASK IF Q1=01///
Q33. How satisfied are you that you know about changes which have occurred in publications that you need to use for the 2009 tax year?
Very Satisfied 05 |
Satisfied 04 |
Neither satisfied nor dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
N/A / No Experience 96 |
O |
O |
O |
O |
O |
|
///ASK IF Q1=01///
Q34. How satisfied are you with getting information on tax law changes for the 2009 tax year?
Very Satisfied 05 |
Satisfied 04 |
Neither satisfied nor dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
N/A / No Experience 96 |
O |
O |
O |
O |
O |
|
///ASK IF Q1=01///
Q35. How do you find out that tax forms and publications have changed? Please mark all that apply. ///MUL=08///
01 IRS website
02 Taxpayer Assistance Center (TAC) or Volunteer Income Tax Assistance (VITA)
03 IRS Tax Forums
04 Professional association
05 Word of mouth
06 Software programs
07 TV, radio, or print advertisements
08 Tax Preparer
95 Other (Please specify) ________________________________________________
97 Not sure
RECEIPT AND TOPIC OF NOTICE
///ASK ALL///
Q36. In the past 12 months, have you received a notice from the IRS?
01 Yes
02 No
///ASK IF Q36=01///
Q37. Please indicate the general topic of the notice you received:
01 Balance Due – IRS said I owed money
02 Getting a Refund – IRS said they owed me money
03 Education – tell me I might be able to claim something I did not
04 Error on tax return – IRS changed my tax return
05 Don’t remember
06 Don’t know (the notice wasn’t clear)
07 Other ______________
NOTICE RESOLUTION
///ASK IF Q36=01///
Q38. Who handled the notice?
01 I handled the notice
02 Had someone else handle it (i.e., Tax preparer, accountant)
03 Did nothing regarding the notice
04 Don’t remember
05 Other ______________
///ASK IF Q38=01///
Q39. How did you choose to handle the notice?
01 Called the IRS Toll-free number
02 Visited the local IRS office
03 Sent regular mail to the IRS
04 Sent email to the IRS
05 Did nothing
06 Don’t remember
07 Other ______________
///ASK IF Q38=03///
Q40. What was the primary reason that you did nothing about the notice?
01 It wasn’t clear what I was supposed to do
02 The notice said no action was needed
03 The issue was already resolved
07 Other ______________
///ASK IF Q36=01///
Q41. Recalling your experience with the notice, to what extent do you agree or disagree with the following statements.
|
|
Strongly Agree 05 |
Agree 04 |
Neither Agree or Disagree 03 |
Disagree 02 |
Strongly Disagree 01 |
Q41A. |
The language was easy to understand. |
O |
O |
O |
O |
O |
Q41B. |
The layout was easy to follow |
O |
O |
O |
O |
O |
Q41C. |
The section headings (if any) were helpful |
O |
O |
O |
O |
O |
Q41D. |
The notice contained the information I needed |
O |
O |
O |
O |
O |
Q41E. |
The notice contained too much information |
O |
O |
O |
O |
O |
Q41F. |
The notice was clear on what action I needed to take |
O |
O |
O |
O |
O |
Q41G. |
The contact information was easy to locate |
O |
O |
O |
O |
O |
Q41H. |
I feel confident in the calculations that I made |
O |
O |
O |
O |
O |
Q41I. |
Other (Please specify) _______________ ____________________________________ |
O |
O |
O |
O |
O |
///ASK IF Q36=01///
Q42. Please indicate what you liked or didn't like about the notice
OVERALL RATING
///ASK IF Q1=01///
Q43. Overall how would you rate the IRS on forms, instructions, publications and other tax products that it develops, produces and distributes to taxpayers?
Very Satisfied 05 |
Satisfied 04 |
Neither satisfied nor dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
O |
O |
O |
O |
O |
///ASK IF Q1=01///
CLOSING PAGE
This is the end of the survey. By clicking Next, you are submitting your answers. You will not be able to go back and make any changes to the survey after clicking Next on this page. Thank you very much for your help.
///ASK IF Q1=01///
FINAL SCREEN
On behalf of IRS Media and Publications and Vendor, thank you very much for your time. Your survey is complete and your answers have been submitted. You may now close your browser.
If you have any questions about this survey, please contact the survey processing center at
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///ASK ALL///
Web Introduction
Welcome to the IRS Media and Publications Division customer satisfaction survey. Vendor, an independent research organization, is working with the IRS to obtain your feedback as a tax preparer about forms, publications, and services that are used to assist customers in understanding, preparing, and filing federal income tax returns.
This survey should take no longer than 20 minutes. You will be able to suspend the survey at any time and re-enter the survey where you left off without losing any of your responses.
If you wish to verify the IRS’s sponsorship of the survey, please click on this link to the IRS website. http://www.irs.gov/formspubs/article/0,,id=109875,00.html.
Thank you in advance for your participation in this important survey.
///ASK ALL///
Privacy and Security
Vendor will not provide any identifying information to the IRS along with your responses and will hold your identity private to the extent permitted by law. Vendor will provide results to IRS in aggregate and will provide IRS with the raw data with all personally identifying information removed. In addition, the survey is hosted on a secure server. Please feel confident that your answers will be used solely for the purpose stated above.
///ASK ALL///
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Moving forward: |
Click on the NEXT button to save your responses and continue to the next page. |
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Click on the PREVIOUS button to view your responses on a previous page. You may change your answers to previously entered responses. |
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For technical assistance, please contact our help desk by via e-mail at or call 866-287-5762.
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 1545-1349. 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.
Privacy Statement The
authority requesting the information is 5 USC 301. The primary
purpose of asking for the information is to determine
steps IRS can take to improve our service to you. The information
may be disclosed as authorized by the routine uses published for the
Privacy Act System of Records entitled,
Treas/IRS 00.001 Correspondence Files, including
Stakeholder Partnership File, and
Correspondence Control Files, as published in the Federal
Register: December 10, 2001 (Volume 66, Number 237)] [Notices] pages
63785-6. Providing the information is voluntary.
Not
answering some or all of the questions
will not
affect you.
///ASK ALL///
Q1. Approximately how many 2009 federal income tax returns did you prepare for individuals? |
|
|
01 Less than 100 |
|
02 100 or more |
|
97 Not sure |
///ASK ALL/// |
|
Q2. Approximately how many 2009 federal income tax returns did you prepare for businesses? |
|
|
01 Less than 100 |
|
02 100 or more |
|
97 Not sure |
TAX FORMS
///ASK ALL///
Q3. How often did you prepare the following federal tax forms in the most recent tax year?
|
|
Frequently 01 |
Sometimes 02 |
Rarely 03 |
Never 04 |
Q3A. |
Long form 1040 |
O |
O |
O |
O |
Q3B. |
Form 1040-ES |
O |
O |
O |
O |
Q3C. |
Form 940 |
O |
O |
O |
O |
Q3D. |
Form 941 |
O |
O |
O |
O |
Q3E. |
Form 1065 |
O |
O |
O |
O |
Q3F. |
Form 1120 |
O |
O |
O |
O |
Q3G. |
Form 1120S |
O |
O |
O |
O |
Q3H. |
Schedule A for itemized deductions |
O |
O |
O |
O |
Q3I. |
Schedule B for interest and dividend income |
O |
O |
O |
O |
Q3J. |
Schedule C or C-EZ for small business income |
O |
O |
O |
O |
Q3K. |
Schedule D for capital gains or losses |
O |
O |
O |
O |
Q3L. |
Schedule E for supplemental income |
O |
O |
O |
O |
Q3M. |
Schedule E for rental income, royalties and trusts |
O |
O |
O |
O |
Q3N. |
Schedule SE |
O |
O |
O |
O |
Q3O. |
Schedule L for the standard deduction for certain filers |
O |
O |
O |
O |
Q3P. |
Schedule M for Making Work Pay and Government Retiree Credits |
O |
O |
O |
O |
Q3Q. |
Form 8863 for Education Credits (Hope and Lifetime Learning Credits |
O |
O |
O |
O |
///ASK ALL///
Q4. In thinking about your recent experience with federal tax forms, instructions and publications, tell me whether you agree or disagree with the following statements.
|
|
Strongly Agree 05 |
Agree 04 |
Neither Agree or Disagree 03 |
Disagree 02 |
Strongly Disagree 01 |
Don’t Know/ N/A 96 |
||||||
Q4A. |
It was easy to understand the tax forms. |
O |
O |
O |
O |
O |
O |
||||||
Q4B. |
It was easy to understand the instructions for tax forms. |
O |
O |
O |
O |
O |
O |
||||||
Q4C. |
It was easy to go back and forth between the instructions and the tax form |
O |
O |
O |
O |
O |
O |
||||||
Q4D. |
It was easy to find answers in the publications. |
O |
O |
O |
O |
O |
O |
||||||
Q4E. |
The publication was as clear as possible, given the tax law |
O |
O |
O |
O |
O |
O |
||||||
Q4F. |
It was easy to go back and forth between the publication and instructions |
O |
O |
O |
O |
O |
O |
||||||
Q4G. |
The graphics and layout made it easy to follow |
O |
O |
O |
O |
O |
O |
||||||
Q4H. |
The size of the print made it easy to read |
O |
O |
O |
O |
O |
O |
||||||
Q4I. |
The section headings were useful |
O |
O |
O |
O |
O |
O |
||||||
Q4J. |
I feel confident in the calculations that I made |
O |
O |
O |
O |
O |
O |
||||||
|
///ASK ALL/// |
|
|
|
|
|
|||||||
Q5. Thinking about ease of use, ease of understanding and design, how would you rate the following forms?
|
|
Very Good 05 |
Good 04 |
Neutral 03 |
Poor 02 |
Very Poor 01 |
Don’t Know/ N/A 96 |
Q5A. |
Long form 1040 |
O |
O |
O |
O |
O |
O |
Q5B. |
Form 1040-ES |
O |
O |
O |
O |
O |
O |
Q5C. |
Form 940 |
O |
O |
O |
O |
O |
O |
Q5D. |
Form 941 |
O |
O |
O |
O |
O |
O |
Q5E. |
Form 1065 |
O |
O |
O |
O |
O |
O |
Q5F. |
Form 1120 |
O |
O |
O |
O |
O |
O |
Q5G. |
Form 1120S |
O |
O |
O |
O |
O |
O |
Q5H. |
Schedule A for itemized deductions |
O |
O |
O |
O |
O |
O |
Q5I. |
Schedule B for interest and dividend income |
O |
O |
O |
O |
O |
O |
Q5J. |
Schedule C OR C-EZ for small business income |
O |
O |
O |
O |
O |
O |
Q5K. |
Schedule D for capital gains for losses |
O |
O |
O |
O |
O |
O |
Q5L. |
Schedule E for supplemental income |
O |
O |
O |
O |
O |
O |
Q5M. |
Schedule E for rental income, royalties and trusts |
O |
O |
O |
O |
O |
O |
Q5N. |
Schedule SE |
O |
O |
O |
O |
O |
O |
Q5O. |
Schedule L for the standard deduction for certain filers |
O |
O |
O |
O |
O |
O |
Q5P. |
Schedule M for Making Work Pay and Government Retiree Credits |
O |
O |
O |
O |
O |
O |
Q5Q. |
Form 8863 for Education Credits (Hope and Lifetime Learning Credits |
O |
O |
O |
O |
O |
O |
///PROGRAMMER: If all selections Q5A-Q5Q ≠ 1 or 2, Skip to Q7///
///PROGRAMMER: For any selection Q5A-Q5Q = 1 or 2, continue with Q6. Repeat up to a total of 3 times. If more than 3 selections in Q5A-Q5Q = 1 or 2, choose only 3 selections at random, then continue to Q7///
///ASK IF Q5A-Q5Q = 01 OR 02///
Q6. Please tell us how (Enter appropriate selection from Q5A-Q5Q) could be improved?
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
TAX INSTRUCTIONS |
///ASK ALL///
Q7. In general, how would you rate the following aspects of the federal tax instructions used to file your 2009 returns?
|
|
Very Good 05 |
Good 04 |
Neutral 03 |
Poor 02 |
Very Poor 01 |
Didn’t Use 96 |
Q7A. |
Table of contents |
O |
O |
O |
O |
O |
O |
Q7B. |
Important changes |
O |
O |
O |
O |
O |
O |
Q7C. |
Index |
O |
O |
O |
O |
O |
O |
Q7D. |
Worksheet |
O |
O |
O |
O |
O |
O |
Q7E. |
Examples |
O |
O |
O |
O |
O |
O |
Q7F. |
Flow charts |
O |
O |
O |
O |
O |
O |
Q7G. |
Appendix |
O |
O |
O |
O |
O |
O |
Q7H. |
Tax tables |
O |
O |
O |
O |
O |
O |
Q7I. |
Tips |
O |
O |
O |
O |
O |
O |
PUBLICATIONS ///ASK ALL/// |
||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Q8. How often did you use the following publications in the 2009 tax year?
|
///ASK IF ANY IN Q8 <4, IF ALL IN Q8=04 SKIP TO Q10///
Q9. In general, how would you rate the following aspects of the publication(s) you used in 2009?
|
|
Very Good 05 |
04 |
03 |
02 |
Very Poor 01 |
Don’t Know/ N/A 96 |
Q9A. |
Table of contents |
O |
O |
O |
O |
O |
O |
Q9B. |
Important changes |
O |
O |
O |
O |
O |
O |
Q9C. |
Index |
O |
O |
O |
O |
O |
O |
Q9D. |
Worksheet |
O |
O |
O |
O |
O |
O |
Q9E. |
Examples |
O |
O |
O |
O |
O |
O |
Q9F. |
Flow charts |
O |
O |
O |
O |
O |
O |
Q9G. |
Appendix |
O |
O |
O |
O |
O |
O |
Q9H. |
Tax tables |
O |
O |
O |
O |
O |
O |
///ASK ALL///
Q10. Thinking about your overall satisfaction, how would you rate each of the following publications? If you have never used the publication, please mark Not Applicable (N/A).
|
|
Very Good 05 |
Good 04 |
Neutral 03 |
Poor 02 |
Very Poor 01 |
Don’t Know/ N/A 96 |
Q10A. |
Pub 17 - Your Federal Income Tax |
O |
O |
O |
O |
O |
O |
Q10B. |
Pub 463 - Travel, Entertainment, Gift and Car Expenses |
O |
O |
O |
O |
O |
O |
Q10C. |
Pub 501 - Exemptions, Standard Deductions and Filing Instructions |
O |
O |
O |
O |
O |
O |
Q10D. |
Pub 502 - Medical and Dental Expenses |
O |
O |
O |
O |
O |
O |
Q10E. |
Pub 505 - Tax Withholding and Estimated Tax |
O |
O |
O |
O |
O |
O |
Q10F. |
Pub 523 - Selling Your Home |
O |
O |
O |
O |
O |
O |
Q10G. |
Pub 525 - Taxable and Nontaxable Income |
O |
O |
O |
O |
O |
O |
Q10H. |
Pub 535 - Business Expenses |
O |
O |
O |
O |
O |
O |
Q10I. |
Pub 550 - Investment Income and Expenses |
O |
O |
O |
O |
O |
O |
Q10J. |
Pub 590 - Individual Retirement Arrangements (IRAs) |
O |
O |
O |
O |
O |
O |
Q10K. |
Pub 596 - Earned Income Credit |
O |
O |
O |
O |
O |
O |
Q10L. |
Pub 946 - How to Depreciate Property |
O |
O |
O |
O |
O |
O |
Q10M. |
Pub 970 - Tax Benefits for Education |
O |
O |
O |
O |
O |
O |
Q10N. |
Another Publication (Please Specify) |
O |
O |
O |
O |
O |
O |
///PROGRAMMER: IF ALL SELECTIONS Q10A-Q10N ≠ 01 OR 02, SKIP TO Q12. FOR ANY SELECTION Q10A-Q10N = 01 OR 02, CONTINUE WITH Q11. REPEAT UP TO A TOTAL OF 3 TIMES. IF MORE THAN 3 SELECTIONS IN Q10A-Q10N = 01 OR 02, CHOOSE ONLY 3 SELECTIONS AT RANDOM, THEN CONTINUE TO Q12///
///ASK IF Q10A-10N=01 OR 02/// Q11. Please tell us how [Enter appropriate selection from Q10A-Q10N] could be improved? _______________________________________________________________ _______________________________________________________________ _______________________________________________________________
|
|
|
MARKETING |
|
|
///ASK ALL///
Q12. How satisfied are you that you know about changes which have occurred in tax forms that you needed to use for the 2009 tax filing season?
Very Satisfied 05 |
Satisfied 04 |
Neither satisfied nor dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
O |
O |
O |
O |
O |
///ASK ALL///
Q13. How satisfied are you that you know about changes which have occurred in publications that you needed to use for the 2009 filing season?
Very Satisfied 05 |
Satisfied 04 |
Neither satisfied nor dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
O |
O |
O |
O |
O |
///ASK ALL///
Q14. How do you find out that tax forms and publications have changed? Please mark all that apply. ///MUL=07///
|
|
|||
|
01 IRS Website 02 Taxpayer Assistance Centers (TAC) and/or Volunteer Income tax Assistance 03 IRS Tax Forums 04 Professional Association 05 Word of Mouth 06 Software Programs 07 TV, Radio or Print Advertisements 95 Other, Please Specify 97 Not Sure |
|
|
|
///ASK ALL///
Q15. Are you aware that the IRS electronic tax publications are available in both pdf and html format?
01 Yes
02 No
///ASK ALL///
Q16. Are you aware that several IRS electronic tax publications, for example Publication 17, now contain a linking feature? That is, they have active hyperlinks within the electronic version of the publication that allow the user to directly connect to a different section within the publication or to an external web page.
01 Yes
02 No
///ASK IF Q16=01///
Q17. Have you used the linking feature in any electronic tax publications?
01 Yes
02 No
///ASK IF Q17=01///
Q18. If yes, please list the electronic tax publications in which you have used the linking feature.
___________________________________________________________
___________________________________________________________
___________________________________________________________
///ASK IF Q16=01///
Q19. Has the linking feature in tax publications been beneficial for you?
01 Yes
02 No
///ASK IF Q19=01///
Q20. What are some of the benefits of the linking feature in tax publications?
___________________________________________________________
___________________________________________________________
___________________________________________________________
///ASK IF Q19=02///
Q21. What makes the linking feature not beneficial for you?
___________________________________________________________
___________________________________________________________
___________________________________________________________
///ASK IF Q16=01///
Q22. How can we improve the linking feature in tax publications?
___________________________________________________________
___________________________________________________________
RECEIPT AND TOPIC OF NOTICE
///ASK ALL///
Q23. In the past 12 months, have any of your clients received a notice from the IRS?
01 Yes
02 No
NOTICE RESOLUTION
///ASK IF Q23=01///
Q24. Who handled your client’s notice?
01 I, or someone in my office, handled the notice for my client
02 My client handled it or had someone else handle it
03 Don’t remember
04 Other ______________
///ASK IF Q24=01///
Q25. How do you typically choose to handle IRS notices received by your clients?
01 Call the IRS Toll-free number
02 Visit the local IRS office
03 Send regular mail to the IRS
04 Send email to the IRS
05 Other ______________
06 Don’t remember
04 Not applicable
///ASK IF Q24=01///
Q26. Recalling your experience with IRS notices, please indicate the level to which you agree or disagree with the following statements:
|
|
Strongly Agree 05 |
Agree 04 |
Neither Agree or Disagree 03 |
Disagree 02 |
Strongly Disagree 01 |
Don’t Know/ N/A 96 |
Q26A. |
The language was easy to understand |
O |
O |
O |
O |
O |
O |
Q26B. |
The layout was easy to follow |
O |
O |
O |
O |
O |
O |
Q26C. |
The section headings (if any) were helpful |
O |
O |
O |
O |
O |
O |
Q26D. |
The notice contained too much information |
O |
O |
O |
O |
O |
O |
Q26E. |
The notice contained the information I needed |
O |
O |
O |
O |
O |
O |
Q26F. |
The notice was clear on what action needed to be taken |
O |
O |
O |
O |
O |
O |
Q26G. |
The contact information was easy to locate |
O |
O |
O |
O |
O |
O |
Q26H. |
Other ____________________________________________________ |
O |
O |
O |
O |
O |
O |
///ASK IF Q24=01///
Q27. Please indicate what you liked or didn't like about the notice
___________________________________________________________
___________________________________________________________
___________________________________________________________
OVERALL RATING
///ASK ALL///
Q28. Overall how would you rate the IRS on forms, instructions, publications and other tax products that it develops, produces and distributes to taxpayers?
Very Satisfied 05 |
Satisfied 04 |
Neither satisfied nor dissatisfied 03 |
Dissatisfied 02 |
Very Dissatisfied 01 |
O |
O |
O |
O |
O |
///ASK ALL///
CLOSING PAGE
This is the end of the survey. By clicking Next, you are submitting your answers. You will not be able to go back and make any changes to the survey after clicking Next on this page. Thank you very much for your help.
///ASK ALL///
FINAL SCREEN
On behalf of IRS Media and Publications and Vendor, thank you very much for your time. Your survey is complete and your answers have been submitted.
You may now close your browser.
If you have any questions about this survey, please contact the survey processing center at
2011 Forms Distribution Survey
DRAFT Web version
Tax Forms and Publications Division
April 1, 2010
CUSTOMER CLASSIFICATION
///PROGRAMMER: PLEASE POST THE FOLLOWING AT THE BOTTOM OF EACH SCREEN:
If you have any questions about this survey, please contact the survey processing center at Vendor or at irs.
Web Introduction
Welcome to the Internal Revenue Service (IRS) customer satisfaction survey! Vendor, an independent research organization, is working with the IRS to obtain your feedback about forms, publications, and services that are used to assist customers in understanding, preparing, and filing federal income tax returns. We are surveying partners who redistribute IRS products to the public. Your participation is very important to help the IRS design products and services that meet the needs of taxpayers.
This survey should take no longer than 20 minutes. You will be able to suspend the survey at any time and re-enter the survey where you left off without losing any of your responses.
Thank you in advance for your participation in this important survey.
///ASK ALL///
Anonymity and Security
Vendor will not provide any identifying information to the IRS along with your responses and will keep your identity private to the extent permitted by law. Your responses will be reported to the IRS only in aggregate with the responses from other forms distributors. In addition, the survey is hosted on a secure server. Please feel confident that your answers will be used solely for the purpose stated above.
///ASK ALL///
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Moving
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Suspending and
re-entering: You may suspend the survey at any time by clicking STOP.
You may re-enter the survey where you left off by clicking on the
survey website from your invitation e-mail. If you close your browser
without clicking STOP, the survey will automatically halt and you
will need to wait 10 minutes to re-access the survey.
CUSTOMER CLASSIFICATION
///ASK ALL///
Q1. What is your primary relationship to the IRS? Are you …. ? Please check only one
01 Tax Forms Outlet Program (TFOP)
02 Community Based Outlet Program (CBOP)
03 International Program (INTL)
95 Other Please specify ________________________
97 Don’t know
///ASK ALL////
Q2. In what type of business or government agency do you work? Please check only one
01 Credit union
02 Copy center
03 Grocery
04 Library
05 Pharmacy
06 Post office
07 City/County government offices
08 Military installation
09 Prison
10 Federal government
11 Department of State
12 Embassy/Consulate
13 Other. Please specify ___________________________________
//ASK IF Q2=13//
Q2_13 _______________________________________________________
///ASK ALL///
Q3. During the current tax year, about how many people obtained federal tax products from your location?
01 None [Terminate survey] Thank you
02 1-250
03 251-500
04 More than 500
///ASK IF Q3=02,03,04///
Q4. How did you order the federal tax forms, instructions, publications or other federal tax products for the most current tax year? Please select all that apply.
01 E-Order (E-mail)
02 Telephone
03 Mail Order form/quantity survey
04 Other. Please specify _______________________________
///ASK IF Q4=01///
Q5. How would you rate your experience with ordering your federal tax products by E-Order (E-mail) and e-mail confirmation
05 Very easy
04 Easy
03 Neither Easy nor Difficult
02 Difficult
01 Very difficult
///ASK IF Q5=01,02///
Q6. What made it difficult?
///ASK IF Q4=02///
Q7. How would you rate your experience with ordering your federal tax products by telephone?
05 Very easy
04 Easy
03 Neither Easy nor Difficult
02 Difficult
01 Very difficult
///ASK IF Q7=01,02///
Q8. What made it difficult?
///ASK IF Q4=03///
Q9. How would you rate your experience with ordering your federal tax products by mail order form?
05 Very easy
04 Easy
03 Neither Easy nor Difficult
02 Difficult
01 Very difficult
///ASK IF Q9=01,02///
Q10. What made it difficult?
///ASK IF Q3=02,03,04///
Q11. How would you rate your experience with obtaining prior year forms, instructions, and publications?
05 Very easy
04 Easy
03 Neither Easy nor Difficult
02 Difficult
01 Very difficult
96 Don’t require
///ASK IF Q11=01,02///
Q12. What made it difficult?
___________________________________________________________
___________________________________________________________
///ASK IF Q3=02,03,04///
Q13. Did you use reproducibles (federal tax products that you can copy) during the current tax year?,
01 Yes
02 No
03 Not aware of this product
///ASK IF Q13=01, 02, ///
Q13A. How valuable a resource are reproducibles to you in your role as a forms distributor?
05 Very valuable
04 Valuable [
03 Neutral
02 Of little value
01 Not at all valuable
///ASK IF Q13A=01,02///
Q14. What makes reproducibles not valuable to you? ___________________________________________________________
___________________________________________________________
///ASK IF Q13=03///
Q15. If you are not familiar with the reproducible products would you be interested in learning how you could benefit from this program.
01 Yes
02 No
///ASK IF Q3=02,03,04///
Q16. Did you receive all, some, or none of the current federal tax year products that you ordered?
01 All
02 Some
03 None
///ASK IF Q16=02,03///
Q17. Please list the products that you did not receive.
__________________________________________________________
__________________________________________________________
///ASK IF Q16=01,02///
Q18. Did the tax products you ordered arrive in a timeframe that met your program needs?
01 Always
02 Some of the time
03 Never
///ASK IF Q18=02,03///
Q19. Which federal tax products were not received within the timeframe to meet your program needs?
______________________________________________________
______________________________________________________
///ASK IF Q18=02,03///
Q20. On average, how much later than the time you needed to receive them were those products received?
01 1 week
02 2 weeks
03 3 weeks
04 1 month
05 More than a month
///ASK IF Q18=02,03///
Q21. Were you informed in advance that your products would not be received within a timeframe that met your program needs?
01 Yes
02 No
///ASK IF Q18=02,03/// []
Q22. How would you rate your experience with receiving communications from the IRS explaining the status of your order?
05 Very satisfied
04 Satisfied
03 Neither satisfied nor dissatisfied
02 Dissatisfied
01 Very dissatisfied
96 Did not receive communications from the IRS
///ASK IF Q16=03 orQ18=02,03///
Q23. When you did not receive the current federal tax year products you ordered to meet your program needs, which of the following did you do?
//mul=06 but cannot include response 06 in the mul//
Please check all that apply.
01 Checked the IRS programs, including website, for product availability or delays
02 Downloaded product(s) from the web
03 Called or e-mailed the Tax Forms Outlet Program (TFOP)
04 Called the Community Based Outlet Program (CBOP)
05 Called or e-mailed the International Program (INTL)
06 Took no action
07 Other. Please specify _________________________
///ASK IF Q16=03 or Q18=02,03 AND Q23 NOT =06 or 88///
Q24. How easy was it for you to reach the IRS about your late or missing product(s)?
05 Very easy
04 Easy
03 Neither Easy nor Difficult
02 Difficult
01 Very difficult
///ASK IF Q24=01,02///
Q25. What did you find difficult about reaching the IRS concerning your late or missing product(s)?
_________________________________________________________
_________________________________________________________
///ASK IF Q16=03 or Q18=02, 03///
Q26 How satisfied were you with how the IRS resolved issues with the product(s) that were delivered late or not at all?
05 Very satisfied
04 Satisfied
03 Neither Satisfied nor Dissatisfied
02 Dissatisfied
01 Very dissatisfied
///ASK IF Q18=02,03/// []
Q27. What is the best method for the IRS to get updated information to you?
01 Internet
02 E-Mail
03 Mail
04 Other. Please specify __________________________________
///ASK IF Q16=01,02///
Q28. Did you receive your order in multiple shipments?
01 Yes
02 No
03 Don’t know
///ASK IF Q28=01///
Q29. Did receiving multiple shipments present any challenges or difficulties for you?
01 Yes
02 No
///ASK IF Q29=01///
Q30. Please describe the challenges you encountered in receiving your order in multiple shipments.
__________________________________________________________ _________________________________________________________
///ASK IF Q28= 02, 03///
Q31. If possible would you like to receive your products in multiple shipments?
01 Yes
02 No
///ASK IF Q16=01,02///
Q32. Did you receive the most current federal tax products you ordered in good usable condition?
01 Yes
02 No
///ASK IF Q32=02///
Q33. Which federal tax products were not received in a usable condition?
__________________________________________________________
__________________________________________________________
///ASK IF Q32=02///
Q34. When you did not receive the federal tax products that you ordered in a usable condition, which of the following did you do? Please check all that apply.
//mul=06 but cannot include response 06 in the mul//
01 Called the IRS
Downloaded product from the web
Called or e-mailed the Tax Forms Outlet Program (TFOP)
Called the Community Based Outlet Program (CBOP)
Called or e-mailed the International Program (INTL)
Did nothing
07 Other. Please specify _______________________________
///ASK IF Q34=01,03,04,05///
Q35. How would you describe your experience with reaching the IRS (CBOP/TFOP/International Program) about your unusable product?
05 Very easy
04 Easy
03 Neither Easy nor Difficult
02 Difficult
01 Very difficult
///ASK IF Q35=01,02///
Q36. What was difficult about reaching the IRS about tax products that were not usable?
_______________________________________________________
_______________________________________________________
///ASK IF Q3=02,03,04///
Q37. Overall, how would you rate your satisfaction with the IRS order and delivery process for federal tax products and services?
05 Very satisfied
04 Satisfied
03 Neither Satisfied nor Dissatisfied
02 Dissatisfied
01 Very dissatisfied
///ASK IF Q37=01,02///
Q38. What were the reason(s) for your dissatisfaction with the IRS order and delivery process for federal tax products and services?
___________________________________________________________
__________________________________________________________
///ASK IF Q3=02,03,04///
Q39. Much effort has been put into improving partner communications with the creation of informative publications; web based hot topics, and timely e-mail status notifications. Are these improvements allowing you to better serve your customers?
01 Yes
02 No
///ASK IF Q3=02,03,04///
Q40. In your opinion, what would be the most important improvements that the IRS could make in its tax product ordering, delivery and communications processes for distribution?
___________________________________________________________
___________________________________________________________
//ASK ALL//
This is the end of the survey. By clicking Next, you are submitting your answers. You will not be able to go back and make any changes to the survey after clicking Next on this page. Thank you very much for your help.
///ASK ALL///
FINAL SCREEN
On behalf of IRS Media and Publications and Vendor, thank you very much for your time. Your survey is complete and your answers have been submitted. You may now close your browser.
If you have any questions about this survey, please contact the survey processing center at Vendor or at
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 1545-1349. 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, room 6526, 1111
Constitution Ave. NW, Washington, DC 20224.
Example
Pre-Notification Letter
(Business Taxpayers)
[IRS LOGO] [IRS DEPARTMENT LETTERHEAD]
[DATE]
JOHN Q SAMPLE
SAMPLE ADDRESS 1
SAMPLE ADDRESS 2
SAMPLE ADDRESS 3
ANYTOWN, US 12345-6789
Dear [INSERT NAME]:
I am asking for your help in improving the level of service the IRS provides businesses. In a few days, you will receive a survey asking for your opinions about the resources available to you when you prepare your tax returns. By completing this survey, you will help the IRS develop a comprehensive portfolio of service improvements.
This brief survey, which can be completed via the Web or by mail, should take about 20 minutes to complete. Contractor, an independent research company, is administering the survey and will keep your individual identity anonymous. Contractor will not provide any identifying information to the IRS along with your responses. Your responses will be reported to the IRS in aggregate with the responses from other tax professionals. Your participation is voluntary.
We are committed to improving service to every customer. Your survey will arrive in the mail with a week. It will also include instructions for completing the survey via the Web. Please help us in this effort by completing and returning the survey as soon as possible.
Sincerely,
Director, Research and Analysis
Wage and Investment Division
Example
Cover Letter – First Survey
(Business Taxpayers) Survey Processing Center
P.O. Box 344
Claysburg, PA 16625 USA
[DATE]
JOHN Q SAMPLE
SAMPLE ADDRESS 1
SAMPLE ADDRESS 2
SAMPLE ADDRESS 3
ANYTOWN, US 12345-6789
Dear [INSERT NAME]:
A few days ago, you received a letter from Craig Johnson, Acting Director, Research and Analysis, Wage and Investment Division, IRS, asking for your assistance in improving the IRS resources available to businesses. The IRS is committed to improving its performance and service to the American public and its partners. As part of this improvement effort, the IRS is conducting a survey of businesses that prepare and file business returns.
You were chosen at random from a list of businesses. Contractor, an independent research company, is administering the survey. You may complete the survey either by mail or online. If you choose to complete it online, please go to the following weblink:
Once you access the website for the survey, you will be asked to provide a unique password. Please enter the password below:
PASSWORD [Note to NPC: Password will be generated from sample for each survey recipient.]
You can access the survey from any computer that has Internet access by clicking on the above Internet address or by copying the Internet address into your browser. The web address above includes a password that will enable you to exit the survey and re-enter at a later time. It will also protect any data you have entered if you experience any computer disruptions. Contractor will not share these passwords with the IRS at any time during or after this study.
Contractor will keep your responses and individual identity anonymous and will not provide any identifying information to the IRS along with your responses. Your responses will be reported to the IRS in aggregate with the responses from other businesses. While your participation is voluntary, we strongly encourage you to complete and return the survey.
The survey should take about 20 minutes to complete. If you are completing the survey by mail, please use the postage-paid reply envelope to return your completed survey by [insert day/date]. If you have any questions or concerns, please feel free to call us toll free at 1-866-377-8208.
Thank you in advance for your cooperation.
Sincerely,
Project Director
Example
Reminder Postcard
(Business Taxpayers)
Do We Have Your Input Yet?
Recently, you received a survey asking for your opinions about the IRS resources that are available to you as a business when preparing your business’ taxes.
If you have already completed and returned the survey, please accept our sincere thanks. If not, please take a few minutes to complete and return the survey today. Your input is very important, and we want to be sure that we include your feedback.
If you did not receive the survey, or it has been misplaced, please call us at 1-866-377-8208. When contacting us, you may also request your unique password to complete the survey online (www.business2008survey.com).
Project Director
Example
Cover Letter – Second Survey
(Business Taxpayers)
Survey Processing Center
P.O. Box 344
Claysburg, PA 16625 USA
[DATE]
JOHN Q SAMPLE
SAMPLE ADDRESS 1
SAMPLE ADDRESS 2
SAMPLE ADDRESS 3
ANYTOWN, US 12345-6789
Dear [INSERT NAME]:
Recently, you received a survey requesting your input on the IRS resources available to business owners. So far, we have not received your completed survey. As described in our previous communications, on behalf of the IRS, we are administering a nationwide survey to gather reliable information from businesses that prepare and file business tax returns. Your responses are critical to our efforts to enhance the resources available to businesses.
If you have not already done so, please take a few minutes, today, to provide your feedback to the IRS either by mail or online. Contractor, an independent research company, is administering the survey. If you choose to complete it online, please go to the following weblink:
Once you access the website for the survey, you will be asked to provide a unique password. Please enter the password below:
PASSWORD [Note to NPC: Password will be generated from sample for each survey recipient.]
The password will protect any data you have entered if you experience any computer disruptions. Contractor will not share these passwords with the IRS at any time during or after this study.
Contractor will keep your responses and individual identity anonymous and will not provide any identifying information to the IRS along with your responses. Your responses will be reported to the IRS in aggregate with the responses from other businesses. While your participation is voluntary, we strongly encourage you to complete and return the survey by DAY/DATE.
The survey should take about 20 minutes to complete. If you are completing the survey by mail, please use the postage-paid reply envelope to return your completed survey. If you have any questions or concerns, please feel free to call us toll free at 1-866-377-8208.
Thank you in advance for your cooperation.
Sincerely, Project Director
W&I Media & Pubs 2011
| File Type | application/msword |
| File Title | OFFICE OF MANAGEMENT AND BUDGET |
| Author | xdffb |
| Last Modified By | qhrfb |
| File Modified | 2010-12-01 |
| File Created | 2010-11-30 |