271 Treas IRS 271 Treas IRS

Model Instance Name:

red & strike-through: DELETE

IRS Satisfaction Survey

underlined & italicized: RE-ORDER

MID: dh4QBcM8h8cYdN8hIFdIlQ==

pink: ADDITION

Date: 7/30/09

blue + -->: REWORDING

violet (bold): SKIP-LOGIC

IRS Satisfaction Survey CUSTOM QUESTION LIST

QID

Skip Logic Label

Question Text

Answer Choices (limited to 50 characters)

Skip to

Type (select from list)

Single or Multi

Required Y/N

Special instructions

C235

How frequently do you visit this site?

First time

Dropdown (Select-one)

Single

Y

More than once a day

Daily

About once a week

About once a month

Every 6 months or less

C20248

Which category best describes you? Are you …?

An Individual Tax Payer

Dropdown (Select-one)

Single

Y

Representing a Business

Representing a Charity or Non-Profit Organization

Representing a Government Entity

A Tax Professional

An Academic/Researcher

A Student

An IRS Employee

A VITA/TCE Volunteer

Other, please specify:

A

C20249

A

If you answered "Other" for "Which category best describes you?", please specify.

Open-ended

N

C20251

What is your primary reason for coming to the IRS.gov site?

Obtain general tax information

Dropdown (Select-one)

Single

Y

Download a tax form, publication, or instructions

Learn more about Free file

Prepare my taxes via Free File on the IRS site

Obtain info on tax regulations or written determinations

Obtain info on revenue rulings or court cases

Obtain info on e-file

To sign-up for or login into e-services

Obtain info on the status of your tax refund

Obtain tax statistics

Obtain an EIN

Contact the IRS

Find mailing addresses for tax forms

Order forms from the IRS

Use online tax calculators

Link and Learn (VITA/TCE) training

Other

A

C20252

A

If you answered "Other" or "Obtain general tax information" for "What is your primary reason for coming to the IRS.gov site?" Please specify.

Open-ended

N

C7850

Were you able to satisfy your Primary Reason for using IRS.gov on this current visit to our web site?

Yes

B,C

Radio Button One Up Vertical

Single

Y

No

A

Don't know / Not sure

A

AED02848

A

Why do you feel that your Primary Reason for coming to the site was not completely resolved?

The information was too difficult to locate on the IRS.gov website

Radio Button One Up Vertical

Single

Y

The information was too difficult to understand

Other, please specify:

A2

AED02849

A2

Please specify why do you feel that your Primary Reason for coming to the site was not completely resolved

Open-ended

N

AED02850

B

Before visiting us today on the IRS web site, what IRS Service Channel(s) did you use to resolve your Primary Reason? (Please mark all that apply)

IRS.gov web site

Checkbox One Up Vertical

Multi

Y

IRS Toll-Free telephone line

IRS Office (Taxpayer Assistance Center, Walk-in Center)

Mail

Other, please specify:

B2

AED02851

B2

Please specify what IRS Service Channel(s) did you use to resolve your Primary Reason.

Open-ended

N

AED02852

C

Including today, about how many times did you contact the IRS about your Primary Reason for using IRS.gov?

1 Time - Today was the first time

Radio Button One Up Vertical

Single

Y

2 Times

3 Times

4 or more Times

C20253

How do you usually find information on our site?

IRS.gov Search Engine

Checkbox One Up Vertical

Multi

Y

change from single select radio button to multi select check boxes

Forms and publications

Navigation to the Web page

Site Map

Bookmarks

Internet Search Engine (e.g., Google, MSN Search, Yahoo! Search, etc.)

Links to IRS.gov from other websites

Other, please specify:

A

C20254

A

If you answered "Other" for "How do you usually find information on our site?", please specify.

Open-ended

N

C20255

Did you find the information you were looking for?

Yes

Radio Button One Up Vertical

Single

Y

No

Partially

C5885

If you answered "No" for "Did you find the information you were looking for", what specific type of information were you trying to find? Please specify.

Open-ended

N

CWS01216

If you found the information you were looking for, was it easy to understand?

Yes

Radio Button One Up Vertical

single

Y

No

A

CWS01217

A

If "no", please explain.

Open-ended

N

C7545

If you performed a search on IRS.gov today, what type of difficulty, if any, did you encounter? Please choose one response only.

No problems were encountered, the IRS.gov search engine worked fine

Dropdown (Select-one)

Single

N

Returned too many results

Returned no results

Results were not relevant to my search terms

Results were too similar/redundant

I was not sure what words to use in my search

Search required too many refinements to get what I wanted

Search speed was too slow

Other, please specify:

A

C7546

A

If you answered "Other" above, please specify other search difficulty.

Open-ended

N

C7549

How could we improve the IRS.gov web site so that you could find the information that you were looking for more readily?

Open-ended

N