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pdfI 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 worked with an assigned revenue officer to resolve a
tax issue.
In a few days, you will receive a questionnaire asking your opinions about
the contact you had with an assigned IRS revenue officer. 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.
Sincerely,
David Alito
Director, Collection Division
L1_13257-D
Pacific Consulting Group/Scantron
IRS Customer Survey
P.O. Box 64530
St. Paul, MN 55164-9610 USA
A few days ago, you received a letter from David Alito, Director, Collection 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 resolving a tax issue
with an assigned revenue officer. Your responses are critical to the accuracy of this research.
We are sending questionnaires to a random sample of taxpayers who have had such discrepancies.
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 any one person.
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 this improvement.
Sincerely,
Dr. Peter Webb
Project Director
L2_13257-D
OMB # 1545-1432
IRS SMALL BUSINESS/SELF-EMPLOYED
CUSTOMER SATISFACTION SURVEY
COLLECTION
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 any questions about this
survey, you may call the Survey Helpline at 1-866-960-7897.
We want to ask you very specifically about the contacts you had with a Collection revenue officer—not
about all of your contacts with the IRS.
1
The questions that follow ask your opinion regarding your experience working with the revenue officer
assigned to your case from our local IRS office. For each question, regardless of whether you agree or disagree
with the final case outcome, please indicate your answer by checking the box that best represents your opinion.
Again, focusing on your experience working with the revenue officer
assigned to your case from the local IRS office, how satisfied are you with:
a. Ease of understanding correspondence from your assigned revenue officer?
b. Ease of contacting your assigned revenue officer? .................................
c. Amount of time your revenue officer took to respond to you? ...............
d. Courtesy and professionalism of your assigned revenue officer? ...........
e. Explanation of the collection process by your revenue officer? ..............
f. Explanation of what would happen if you did not comply? ....................
g. Acknowledging receipt of the information you submitted? ....................
h. Consideration given to the information you submitted? .........................
i. Explanation of payment options that may be available to you? ..............
j. Flexibility of your revenue officer in resolving the issue? ......................
k. Keeping you up-to-date on your field collection process? ......................
l. Notifying you of case closure? ................................................................
m. Amount of time you had to spend on this collection issue? ...................
n. Fairness of treatment by your revenue officer? .......................................
2
3
Regardless of whether you agree or disagree with the final case
outcome, how would you rate your overall satisfaction with your
experience working with the revenue officer assigned to your case
from the local IRS office? ..........................................................................
Very
Satisfied
q
q
q
q
q
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
Neither
Satisfied
Very
Somewhat
Nor
Somewhat
Dissatisfied Dissatisfied Dissatisfied Satisfied
Very
Satisfied
q
q
q
q
q
o
o
o
o
o
How many IRS revenue officers contacted you regarding this case?
o None
4
Neither
Satisfied
Very
Somewhat
Nor
Somewhat
Dissatisfied Dissatisfied Dissatisfied Satisfied
o1
o2
o3
o4
o5
o 6 or more
o Don’t remember
Are you ...?
o The taxpayer
o A tax professional who represented the taxpayer (Skip to box after question 7)
o Someone else who represented the taxpayer (Skip to box after question 7)
Form 13257-D (Rev. 2-2010)
Please continue on back
Cat. No. 34056W
Department of the Treasury – Internal Revenue Service
5
If you are the taxpayer, did you use a tax professional to assist you in handling your Collection case with the IRS?
o Yes
o No
o Don’t recall
6
Whom did you rely on most for information regarding the status of your Collection case?
o Your tax professional
o Your IRS revenue officer (Skip to box after question 7)
o Other (Skip to box after question 7)
Neither
Satisfied
Very
Somewhat
Nor
Somewhat
Dissatisfied Dissatisfied Dissatisfied Satisfied
7
How satisfied are you with your tax professional keeping you up-to-date
on your field collection process? ...............................................................
Very
Satisfied
q
q
q
q
q
o
o
o
o
o
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: _____________________________
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.
8
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.
Form 13257-D (Rev. 2-2010)
Cat. No. 34056W
Department of the Treasury – Internal Revenue Service
Pacific Consulting Group/Scantron
IRS Customer Survey
P.O. Box 64530
St. Paul, MN 55164-9610 USA
Do We Have Your Input Yet?
Recently, you received a questionnaire asking your opinions
about the service you received from the IRS in a recent
contact. If you have already completed and returned the
questionnaire, please accept our sincere thanks. If not, please
take a few minutes to complete it and return it today. We want
to be sure we have your opinions and suggestions.
If you did not receive the questionnaire, or it got misplaced,
please call us at 1-866-960-7897.
Dr. Peter Webb
Project Director
L3_13257-D
Pacific Consulting Group/Scantron
IRS Customer Survey
P.O. Box 64530
St. Paul, MN 55164-9610 USA
A few days ago, you received a survey from David Alito, Director, Collection Division, asking for
your help with an important research project. If you have already completed the survey, thank you.
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 resolving a tax issue
with an assigned revenue officer. Your responses are critical to the accuracy of this research.
We are sending questionnaires to a random sample of taxpayers who have had such discrepancies.
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 any one person.
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 this improvement.
Thank you in advance for your cooperation.
Sincerely,
Dr. Peter Webb
Project Director
L4_13257-D
| File Type | application/pdf |
| File Title | SBSE.Collection.Eng.L1.PreNote-03.indd |
| Author | CJGlynn |
| File Modified | 2010-12-10 |
| File Created | 2009-03-08 |