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[IRS DEPARTMENT LETTERHEAD]
[DATE]
Name1
Name2
Name3
Name4
Address
City, State, Zip
Dear IRS Exempt Organization Determination Letter Request Customer:
I need your help with an important initiative we are undertaking to improve our service to America’s
taxpayers.
IRS recently made a determination on the tax-exempt status of your organization. In a few days, you
will receive a survey asking your opinions about your experience and the service you received from
IRS. If you are not the person who had the most contact with the IRS on this matter, please direct the
survey to the person who did.
This brief survey should take less than 8 minutes to complete. Your answers will be combined with
others to give us an evaluation of customer satisfaction with IRS service.
An independent research company, ICF International, will administer the survey and will keep your
responses anonymous to the IRS. No identifying information will be associated with your responses.
Your responses will be compiled with those of other recent customers and reported only in the
aggregate to the IRS.
We are committed to improving service to every customer. Please help me in this effort by completing
and returning the survey as soon as possible.
Sincerely,
Sarah Hall Ingram
Commissioner
Tax Exempt and Government Entities Division
L1_12184-B_T
ICF International/Scantron
IRS Customer Survey
P.O. Box 64529
St. Paul, MN 55164-0529
[DATE]
Name1
Name2
Name3
Name4
Address
City, State, Zip
RE: ORGANIZATION NAME
Dear JOHN Q & MARY Q SAMPLE:
A few days ago you received a letter from IRS, Tax-Exempt and Government Entities Commissioner
Sarah Ingram asking for your help with an important research project. The Internal Revenue Service
(IRS) is committed to improving its performance and service to the American public. As part of this
process, we are administering a nationwide survey to gather reliable information from those who have
had contact with IRS employees and services.
Your name was selected through a scientific random sampling process to receive this survey because
IRS recently completed a determination of the tax-exempt status for your client. We want to know your
opinions regarding that experience and the service you received from IRS. Your responses are critical
to the accuracy of this evaluation of the IRS’s service. If another person was primarily responsible
for dealing with the IRS on this matter, please pass this survey on to them and encourage them to
respond.
Your participation is voluntary. An independent research company will keep your responses anonymous
to the IRS. Your responses will be grouped with others, so that no individual reply can be traced back
to a person or case number. No identifying information will be associated with your responses.
This brief survey should take less than 8 minutes to complete. Use the postage-paid reply envelope
to return your completed survey. If you have any questions or concerns, please feel free to call ICF
International toll free at 1-866-287-5762 or e-mail us at [email protected].
To verify the authenticity of this survey, please visit IRS.gov and enter the search term ‘customer
surveys.’ The IRS Customer Satisfaction Survey page contains a list of valid, current and unexpired,
IRS surveys and as of this issuance should provide a reference to TE/GE Exempt Organization
Determinations.
Thank you in advance for your cooperation. Your honest opinions will help bring about improvements in
service for all tax-exempt organizations.
Sincerely,
Sherri Settle
Project Director
ICF International
L2_12184-B_ POA
OMB# 1545-1432
Internal Revenue Service (IRS) Customer Satisfaction Survey
Exempt Organization Determination Letter Request
You can help the IRS improve its service to the public by answering the questions below. This voluntary survey takes less than
8 minutes to complete.
Your responses will be kept anonymous to the IRS. Only aggregate information will be provided to the IRS.
The following questions ask your opinion regarding your most recent IRS exempt organization determination request. Regardless
of whether you agree or disagree with the final outcome, please mark the appropriate box on the scale (where 1 means “Very
Dissatisfied” and 7 means “Very Satisfied”) or next to the response that best applies to you.
Overall Satisfaction
Very
Dissatisfied
1
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
1. How would you rate your overall satisfaction with the way your case
was handled by the IRS, regardless of whether you agree or disagree
with the final outcome?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
2. Overall, how satisfied are you with the length of the process, from
submission of your application through final determination?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
3. Overall, how satisfied are you with how well the IRS communicated
with you throughout the process (whether in writing or by telephone)?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
¡
¡
Application
How satisfied are you with…
4. The ease of locating the correct application form and instructions?
5. The ease of understanding the application form and instructions?
6. The ease of completing the application form?
7. The amount of time you spent completing your application?
Acknowledgement Letter (Confirming Receipt of Application)
Very
Dissatisfied
1
How satisfied are you with…
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
8. How quickly you received your acknowledgment letter?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
9. How clearly the acknowledgement letter communicated the expected
timeframe until the IRS would contact you?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
10. Did the IRS contact you within the timeframe stated in the acknowledgement letter?
¡
¡
¡
Yes, I received a letter or telephone call within the stated timeframe.
No, I did not receive a letter or telephone call within the stated timeframe.
I initiated contact before the stated timeframe elapsed.
11. How satisfied are you with the amount of time it took for the IRS to
contact you (following your acknowledgement letter)?
Form 12184-B (Rev. 8-2011)
Cat. No. 26978G
Please continue on next page
Department of the Treasury-Internal Revenue Service
12. Were you contacted by the IRS to provide additional information?
¡
[If your response is No, please skip to Question 27.]
Yes
¡
No
Additional Information Request (After Receipt Of Acknowledgement Letter)
Very
Dissatisfied
1
13. Overall, how satisfied are you with the IRS agent/specialist assigned to
your case?
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
18. Communications about the status of your determination?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
¡
¡
¡
19. The consideration given to the information you presented
in the original application or submission?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
20. The description of the additional information the IRS
needed to complete your determination?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
22. The time given you to respond to additional IRS request(s)?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
23. The amount of time you spent responding to IRS requests
for additional information?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
24. The timeliness of the IRS agent/specialist in responding to your inquiries?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
How satisfied are you with…
14. The courtesy of the IRS agent/specialist?
15. The knowledge of the IRS agent/specialist?
16. How well the IRS agent/specialist listened to your concerns?
17. How thoroughly the IRS agent/specialist answered your questions?
21. The explanation of why additional information was requested?
25. How many times were you contacted by the IRS agent/specialist to obtain
additional information?
¡
None
¡
One
¡
Two
¡
Three or more
26. If you answered one or more to Question 25 above, which method of information exchange
was the most beneficial when the IRS agent/specialist contacted you?
(Check all that apply)
¡
Telephone
¡
Fax
¡
Mail
Final Determination
Very
Dissatisfied
1
How satisfied are you with…
27. The ease of understanding the determination letter you received?
Form 12184-B (Rev. 8-2011)
Cat. No. 26978G
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
Please continue on next page
Department of the Treasury-Internal Revenue Service
Other Information
28. For this determination, were you . . .
¡
¡
An employee/officer of the organization [Skip to Question 30]?
A designated third-party representative/power of attorney (POA)?
ANSWER ONLY IF YOU ARE A DESIGNATED THIRD-PARTY REPRESENTATIVE/POWER OF ATTORNEY (POA)
Very
Consistent
Very
Inconsistent
1
29. If you are a designated third-party representative/power of attorney,
how consistent was the IRS in its handling of this application
compared with other applications you have completed in the past year?
2
3
4
5
6
Don’t Know
Not Applicable
7
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
30. Did you visit the IRS website (www.irs.gov/eo) for assistance or information during the determination process?
¡ Yes
¡ No
Comments
31. If you have any suggestions for how Exempt Organizations can improve its determination process, or any other comments,
please provide them below.
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
If you have any questions about this survey, please contact the survey processing center at 1-866-287-5762 or
[email protected].
!
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.
Thank you for completing the survey.
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: Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP,
1111 Constitution Ave. NW, Washington, DC 20224.
Form 12184-B (Rev. 8-2011)
Cat. No. 26978R
Department of the Treasury-Internal Revenue Service
ICF International/Scantron
IRS Customer Survey
P.O. Box 64529
St. Paul, MN 55164-0529
Do We Have Your Input Yet?
Recently, you received a survey asking your opinions about the service
you received in a recent interaction with the IRS. 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 it today. We
want to be sure we have your opinions and suggestions for improving
the IRS’s service to the public.
If you did not receive the survey, or it has been misplaced, please contact
us at 1-866-287-5762 or [email protected].
Sherri Settle
Project Director
ICF International
L3_12184-B
ICF International/Scantron
IRS Customer Survey
P.O. Box 64529
St. Paul, MN 55164-0529
[DATE]
Name1
Name2
Name3
Name4
Address
City, State, Zip
RE: ORGANIZATION NAME
Dear JOHN Q & MARY Q SAMPLE:
Recently you received a survey requesting your views about the IRS Exempt Organization
Determination Letter Request process. So far, we have not received your completed survey. If you
have not already done so, please take a few minutes to provide your response. If another person was
primarily responsible for dealing with the IRS on this matter, please pass this survey on to them and
encourage them to respond.
As described in our previous communication, we are administering a nationwide survey among people
who have interacted with the IRS. We want to know your opinions regarding the service you received
in a recent Exempt Organization Determination Letter Request that you handled for your client. Your
responses are critical to the accuracy of this evaluation of the IRS’s service.
Your name was selected through a scientific random sampling process to receive this survey. Your
participation is voluntary. An independent research company will keep your responses anonymous to
the IRS. Your responses will be grouped with others, so that no individual reply can be traced back to a
person or case number. No identifying information will be associated with your responses.
The survey takes less than 8 minutes to complete. Use the postage-paid reply envelope to return your
completed survey. If you have any questions or concerns, please feel free to call ICF International at
1-866-287-5762 or e-mail us at [email protected].
To verify the authenticity of this survey, please visit IRS.gov and enter the search term ‘customer
surveys.’ The IRS Customer Satisfaction Survey page contains a list of valid, current and unexpired,
IRS surveys and as of this issuance should provide a reference to TE/GE Exempt Organization
Determinations.
Thank you in advance for your cooperation.
Sincerely,
Sherri Settle
Project Director
ICF International
L4_12184-B_POA
OMB# 1545-1432
Internal Revenue Service (IRS) Customer Satisfaction Survey
Exempt Organization Determination Letter Request
You can help the IRS improve its service to the public by answering the questions below. This voluntary survey takes less than
8 minutes to complete.
Your responses will be kept anonymous to the IRS. Only aggregate information will be provided to the IRS.
The following questions ask your opinion regarding your most recent IRS exempt organization determination request. Regardless
of whether you agree or disagree with the final outcome, please mark the appropriate box on the scale (where 1 means “Very
Dissatisfied” and 7 means “Very Satisfied”) or next to the response that best applies to you.
Overall Satisfaction
Very
Dissatisfied
1
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
1. How would you rate your overall satisfaction with the way your case
was handled by the IRS, regardless of whether you agree or disagree
with the final outcome?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
2. Overall, how satisfied are you with the length of the process, from
submission of your application through final determination?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
3. Overall, how satisfied are you with how well the IRS communicated
with you throughout the process (whether in writing or by telephone)?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
¡
¡
Application
How satisfied are you with…
4. The ease of locating the correct application form and instructions?
5. The ease of understanding the application form and instructions?
6. The ease of completing the application form?
7. The amount of time you spent completing your application?
Acknowledgement Letter (Confirming Receipt of Application)
Very
Dissatisfied
1
How satisfied are you with…
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
8. How quickly you received your acknowledgment letter?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
9. How clearly the acknowledgement letter communicated the expected
timeframe until the IRS would contact you?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
10. Did the IRS contact you within the timeframe stated in the acknowledgement letter?
¡
¡
¡
Yes, I received a letter or telephone call within the stated timeframe.
No, I did not receive a letter or telephone call within the stated timeframe.
I initiated contact before the stated timeframe elapsed.
11. How satisfied are you with the amount of time it took for the IRS to
contact you (following your acknowledgement letter)?
Form 12184-B (Rev. 8-2011)
Cat. No. 26978G
Please continue on next page
Department of the Treasury-Internal Revenue Service
12. Were you contacted by the IRS to provide additional information?
¡
[If your response is No, please skip to Question 27.]
Yes
¡
No
Additional Information Request (After Receipt Of Acknowledgement Letter)
Very
Dissatisfied
1
13. Overall, how satisfied are you with the IRS agent/specialist assigned to
your case?
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
18. Communications about the status of your determination?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
¡
¡
¡
19. The consideration given to the information you presented
in the original application or submission?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
20. The description of the additional information the IRS
needed to complete your determination?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
22. The time given you to respond to additional IRS request(s)?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
23. The amount of time you spent responding to IRS requests
for additional information?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
24. The timeliness of the IRS agent/specialist in responding to your inquiries?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
How satisfied are you with…
14. The courtesy of the IRS agent/specialist?
15. The knowledge of the IRS agent/specialist?
16. How well the IRS agent/specialist listened to your concerns?
17. How thoroughly the IRS agent/specialist answered your questions?
21. The explanation of why additional information was requested?
25. How many times were you contacted by the IRS agent/specialist to obtain
additional information?
¡
None
¡
One
¡
Two
¡
Three or more
26. If you answered one or more to Question 25 above, which method of information exchange
was the most beneficial when the IRS agent/specialist contacted you?
(Check all that apply)
¡
Telephone
¡
Fax
¡
Mail
Final Determination
Very
Dissatisfied
1
How satisfied are you with…
27. The ease of understanding the determination letter you received?
Form 12184-B (Rev. 8-2011)
Cat. No. 26978G
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
Please continue on next page
Department of the Treasury-Internal Revenue Service
Other Information
28. For this determination, were you . . .
¡
¡
An employee/officer of the organization [Skip to Question 30]?
A designated third-party representative/power of attorney (POA)?
ANSWER ONLY IF YOU ARE A DESIGNATED THIRD-PARTY REPRESENTATIVE/POWER OF ATTORNEY (POA)
Very
Consistent
Very
Inconsistent
1
29. If you are a designated third-party representative/power of attorney,
how consistent was the IRS in its handling of this application
compared with other applications you have completed in the past year?
2
3
4
5
6
Don’t Know
Not Applicable
7
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
30. Did you visit the IRS website (www.irs.gov/eo) for assistance or information during the determination process?
¡ Yes
¡ No
Comments
31. If you have any suggestions for how Exempt Organizations can improve its determination process, or any other comments,
please provide them below.
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
If you have any questions about this survey, please contact the survey processing center at 1-866-287-5762 or
[email protected].
!
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.
Thank you for completing the survey.
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: Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP,
1111 Constitution Ave. NW, Washington, DC 20224.
Form 12184-B (Rev. 8-2011)
Cat. No. 26978R
Department of the Treasury-Internal Revenue Service
| File Type | application/pdf |
| File Modified | 2011-10-25 |
| File Created | 2011-09-21 |