628 2013 628 IRS Spanish Questionnaire 5-13-2013 FINAL

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Overview

MODEL Qsts
Current CUSTOM Qsts

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Sheet 1: MODEL Qsts

MODEL QUESTIONS
IRS Spanish Survey
MID:
Date: 5/13/2013
IRS Spanish Survey MODEL QUESTION LIST
Model questions utilize the ACSI methodology to determine scores and impacts
		ELEMENTS (drivers of satisfaction)			CUSTOMER SATISFACTION			FUTURE BEHAVIORS
		NOTE: All questions under each element are required. Element questions are partitioned among surveys.			Satisfaction questions are required. Satisfaction questions appear on all surveys.			Future behaviors may be modified based on your site's objectives. Future behavior questions appear on all surveys.
	MQ Label	REQUIRED ELEMENTS (common to all websites)		MQ Label			MQ Label
		Content (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Return (1=Very Unlikely, 10=Very Likely)
1	Content - Accuracy	Please rate the accuracy of information on this website.	24	Satisfaction - Overall	What is your overall satisfaction with this website? (1=Very Dissatisfied, 10=Very Satisfied)	27	Return	How likely are you to return to this website?
2	Content - Quality	Please rate the quality of information on this website.	25	Satisfaction - Expectations	How well does this website meet your expectations? (1=Falls Short, 10=Exceeds)			Recommend (1=Very Unlikely, 10=Very Likely)
3	Content - Freshness	Please rate the freshness of content on this website.	26	Satisfaction - Ideal	How does this website compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	28	Recommend	How likely are you to recommend this website to someone else?
		Functionality (1=Poor, 10=Excellent, Don't Know)						Primary Resource (1=Very Unlikely, 10=Very Likely)
4	Functionality - Usefulness	Please rate the usefulness of the features provided on this website.				29	Primary Resource	How likely are you to use this website as your primary resource for tax information?
5	Functionality - Convenient	Please rate the convenience of the features on this website.						Trust (1=Strongly Disagree, 10=Strongly Agree)
6	Functionality - Variety	Please rate the variety of features on this website.				30	Trust - Best Interests	I can count on this agency to act in my best interests.
		Look and Feel (1=Poor, 10=Excellent, Don't Know)				31	Trust - Trustworthy	I consider this agency to be trustworthy.
7	Look and Feel - Appeal	Please rate the visual appeal of this website.				32	Trust - Do Right	This agency can be trusted to do what is right.
8	Look and Feel - Balance	Please rate the balance of graphics and text on this website.
9	Look and Feel - Readability	Please rate the readability of the pages on this website.
		Navigation (1=Poor, 10=Excellent, Don't Know)
10	Navigation - Organized	Please rate how well the website is organized.
11	Navigation - Options	Please rate the options available for navigating this website.
12	Navigation - Layout	Please rate how well the website layout helps you find what you are looking for.
13	Navigation - Clicks	Please rate the number of clicks to get where you want on this website.
		Search (1=Poor, 10=Excellent, Don't Know)
14	Search - Results Relevance	Please rate the relevance of search results on this website.
15	Search - Results Organization	Please rate the organization of search results on this website.
16	Search - Results Help	Please rate how well the search results help you decide what to select.
17	Search - Feature Narrow	Please rate how well the search feature helps you to narrow the results to find what you want.
		Site Performance (1=Poor, 10=Excellent, Don't Know)
18	Site Performance - Loading	Please rate how quickly pages load on this website.
19	Site Performance - Consistency	Please rate the consistency of speed from page to page on this website.
20	Site Performance - Errors	Please rate the ability to load pages without getting error messages on this website.
		Online Transparency (1=Poor, 10=Excellent, Don't Know)
21	Online Transparency - Disclose	Please rate how thoroughly this website discloses information about what this agency is doing.
22	Online Transparency - Quick	Please rate how quickly agency information is made available on this website.
23	Online Transparency - Access	Please rate how well information about this agency's actions can be accessed by the public on this website.

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Sheet 2: Current CUSTOM Qsts

CUSTOM QUESTIONS			red & strike-through: DELETE
IRS Spanish Survey			underlined & italicized: RE-ORDER
MID:			pink: ADDITION
Date: 5/13/2013			blue + -->: REWORDING
			violet (bold): SKIP-LOGIC
IRS Spanish 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	CQ Label
		How frequently do you visit this website?	First time		Drop down, select one	Single	Y		Frequency
			Daily
			About once a week
			About once a month
			Every 6 months or less
		Which category best describes you? Are you …?	An individual taxpayer		Radio button, one-up vertical	Single	Y		Role
			Representing a business
			A tax professional (i.e. accountant, attorney, tax consultant, tax preparer, etc.)
			A VITA/TCE volunteer
			Other
		What is your primary reason for coming to the IRS.gov website today?	File a return		Radio button, one-up vertical	Single	Y	Skip logic	Reason
			Find my refund
			Find forms and publications
			Find out about earned income tax credit
			Research information for new people in the United States
			Get information on e-file
			Explore questions and answers for truckers filing electronic tax
			Get general information
			Learn more about identity theft
			Get a personal identification number (ITIN)
			Find out about criminal investigation
			Research social security number requirements
			Set up payment arrangements, installment plans
			Read about my civil rights
			Find information for small business
			Review farmers information center
			Learn about disaster tax relief
			Find taxpayer advocate services
			Explore appeals and tax dispute resolutions
			Research information by tax issues
			Find information for residents of Puerto Rico
			Find other government sites or resources
			Check videos on the IRS YouTube channel
			Read the IRS notices
			Read the press reports
			Other, please specify:	A
	A	If you answered "Other" as a primary reason, please specify.			Text area, no char limit		N		Other reason/general info
		Were you able to satisfy your Primary Reason for using IRS.gov on this current visit to our website?	Yes		Drop down, select one	Single	Y	Skip logic	Satisfy reason
			No	A
			Don't know / Not sure	A
	A	Why do you feel that your Primary Reason for coming to the website was not completely resolved today?	The information was too difficult to locate on the IRS.gov website		Drop down, select one	Single	Y		Unresolved reason
			The information was too difficult to understand
			Other, please specify:	B
	B	Please specify why do you feel that your Primary Reason for coming to the website was not completely resolved.			Text area, no char limit		N		Why unresolved reason
		How did you find information on our website today? (Please mark all that apply.)	IRS.gov search		Checkbox, one-up vertical	Multi	Y		Method
			Advanced search
			Forms and publications area
			Site navigation
			Links on a page
			Site Map
			Bookmarks
			Internet search engine (e.g., Google, MSN Search, Yahoo! Search, etc.)
			Links to IRS.gov from other websites
			Other
		Did you find the information you were looking for?	Yes		Drop down, select one	Single	Y	Skip logic	Find
			No	A
			Partially	A
	A	If you didn't find what you were looking for, what specific type of information were you trying to find? Please specify.			Text area, no char limit		N		No info found
		How could we improve the IRS.gov website so that you could find the information you were looking for more readily?			Text area, no char limit		N		Improvement