707 2013 707 IRS Questionnaire v2 8-27-2012

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Overview

MODEL Qsts
Current CUSTOM Qsts

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Sheet 1: MODEL Qsts

MODEL QUESTIONS
IRS Satisfaction Survey v2
MID: 0plME9lhl5N4RRwp94B5VQ==
Date: 8/23/2010
IRS Satisfaction Survey v2 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.
	REQUIRED ELEMENTS (common to all websites)
	Content (1=Poor, 10=Excellent, Don't Know)		Satisfaction		Return (1=Very Unlikely, 10=Very Likely)
1	Please rate the accuracy of information on this website.	24	What is your overall satisfaction with this website? (1=Very Dissatisfied, 10=Very Satisfied)	27	How likely are you to return to this website?
2	Please rate the quality of information on this website.	25	How well does this website meet your expectations? (1=Falls Short, 10=Exceeds)		Recommend (1=Very Unlikely, 10=Very Likely)
3	Please rate the freshness of content on this website.	26	How does this website compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	28	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	Please rate the usefulness of the features provided on this website.			29	How likely are you to use this website as your primary resource for tax information?
5	Please rate the convenience of the features on this website.				Trust (1=Strongly Disagree, 10=Strongly Agree)
6	Please rate the variety of features on this website.			30	I can count on this agency to act in my best interests.
	Look and Feel (1=Poor, 10=Excellent, Don't Know)			31	I consider this agency to be trustworthy.
7	Please rate the visual appeal of this website.			32	This agency can be trusted to do what is right.
8	Please rate the balance of graphics and text on this website.
9	Please rate the readability of the pages on this website.
	Navigation (1=Poor, 10=Excellent, Don't Know)
10	Please rate how well the website is organized.
11	Please rate the options available for navigating this website.
12	Please rate how well the website layout helps you find what you are looking for.
13	Please rate the number of clicks to get where you want on this website.
	Search (1=Poor, 10=Excellent, Don't Know)
14	Please rate the relevance of search results on this website.
15	Please rate the organization of search results on this website.
16	Please rate how well the search results help you decide what to select.
17	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	Please rate how quickly pages load on this website.
19	Please rate the consistency of speed from page to page on this website.
20	Please rate the ability to load pages without getting error messages on this website.
	Online Transparency (1=Poor, 10=Excellent, Don't Know)
21	Please rate how thoroughly this website discloses information about what this agency is doing.
22	Please rate how quickly agency information is made available on this website.
23	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 Satisfaction survey v2			underlined & italicized: RE-ORDER
MID: 0plME9lhl5N4RRwp94B5VQ==			pink: ADDITION
Date: 8/27/2012			blue + -->: REWORDING
			violet (bold): SKIP-LOGIC
IRS Satisfaction survey v2 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
CWS05372		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
CWS05373		Which category best describes you? Are you …?	An individual taxpayer	B	Radio button, one-up vertical	Single	Y	Skip logic	Role
			Representing a business	D
			Representing a charity or non-profit organization
			Representing a government entity
			A tax professional (i.e. accountant, attorney, bank trust officer, enrolled agent, tax consultant, tax preparer, etc.)
			An academic/researcher
			Military
			Retirement fund administrator
			An IRS employee
			A VITA/TCE volunteer
			Other
ACQinh0015132	B	Please specify your individual taxpayer role.	Employee		Radio button, one-up vertical	Single	Y		Individual
			Self employed
			International taxpayer
			Parent
			Student
			Senior and/or retiree
			Other, please specify:	C
ACQinh0015135	C	Other individual role:			Text field, <100 char		N		Other individual
ACQinh0015133	D	Please specify your business type.	Corporation		Radio button, one-up vertical	Single	Y		Business
			Partnership
			International business
			Small business & self employed
			Other, please specify:	E
ACQinh0015136	E	Other business type:			Text field, <100 char		N		Other business
ACQinh0015134		What area/section of the site are you primarily visiting today?	Filing		Radio button, one-up vertical	Single	Y		Area Visited
			Payments
			Refunds
			Credits & Deductions
			News & Events
			Forms & Publications
			Help & Resources
			For Tax Professionals
			Hot Topics
			Tools
			Social Media
			Other
CWS05375		What is your primary reason for coming to the IRS.gov website today?	Download a current tax form, publication, or instructions		Radio button, one-up vertical	Single	Y	Skip logic	Reason
			Filing a return
			Payment plan
			Refund status
			General tax information	A
			Amended tax return status
			Prior year tax form, publication, or instructions
			Ordering forms from the IRS
			Tax return or account transcript
			Mailing addresses for tax forms
			e-file information
			e-file PIN
			Free File information	C,D
			Tax calculators/worksheets
			e-Services
			PTIN	B
			EIN
			Tax regulations or written determinations
			Revenue rulings or court cases
			Tax statistics
			Link and Learn (VITA/TCE) training
			Contact information
			Subscription sign-up
			Non-English language information
			Latest news releases
			IRS social media tools
			Other, please specify:	A
CWS05376	A	If you answered "Other" or "Obtain general tax information" as a primary reason, please specify.			Text area, no char limit		N		Other reason/general info
ACQCol0002718	B	What was your overall experience with obtaining a PTIN on the IRS.gov website?			Text area, no char limit		N		PTIN experience
ACQCol0002719	C	How helpful was the information regarding Free File on the IRS.gov website?			Text area, no char limit		N		Free File helpful
ACQCol0002720	D	What was your overall experience with preparing your taxes via Free File on the IRS.gov website?			Text area, no char limit		N		Free File experience
CWS05377		Indicate the IRS service channel(s) you used to get information or resolve an issue before visiting the IRS website today.	IRS.gov website		Checkbox, one-up vertical	Multi	Y	Skip logic	IRS channels
			IRS toll-free telephone line
			IRS Office (Taxpayer Assistance Center, Walk-in Center)
			Mail
			None
			Other, please specify:	A
CWS05378	A	Please specify other IRS Service Channel(s) used.			Text field, <100 char		N		Other channels
CWS05379		Including today, how many times did you contact the IRS about your Primary Reason for using IRS.gov?	Once (today was the first time)		Drop down, select one	Single	Y		# contacted IRS
			Twice
			Three times
			Four or more Times
CWS05380		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
CWS05381	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
CWS05382	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
CWS05383		How did you find information on our website today? (Please mark all that apply.)	IRS.gov search	B,C,E	Checkbox, one-up vertical	Multi	Y	Skip logic	Method
			Advanced search	B,C,E
			Forms and publications area	B,C,E
			Site navigation	B,C,E
			Links on a page	B,C,E
			Site Map	B,C,E
			Bookmarks
			Internet search engine (e.g., Google, MSN Search, Yahoo! Search, etc.)
			Links to IRS.gov from other websites
			Other, please specify:	A
CWS05384	A	Please specify other method.			Text field, <100 char		N		Other method
CWS05385	B	What specific search term(s) did you use to find information on the IRS website?			Text area, no char limit		N		Search terms
CWS05386	C	If you performed a search on IRS.gov today, what type of difficulty, if any, did you encounter? (Please choose one response only.)	Delivered the expected results		Radio button, one-up vertical	Single	N		Search diff
			Top recommendations were helpful
			Auto-complete feature was helpful
			Too many results returned
			No results returned
			Results irrelevant to search terms
			Unsure of search terms to use
			Other, please specify:	D
CWS05387	D	If you answered "Other" above, please specify other search difficulty.			Text area, no char limit		N		Other search diff
CWS05388	E	What type of difficulty, if any, did you encounter with the navigation on the IRS website? (Please choose one response only.)	Navigation worked as expected		Radio button, one-up vertical	Single	N		Navigation diff
			Navigation terms were intuitive
			Banners and promotions were appropriate/useful
			Consistent page elements (header and footer) made navigation easier
			First-level navigation was intuitive, but subsequent levels were less intuitive
			Expected links were not present on Web pages
			Links did not take me where I expected
			Navigating through site and determining location on site was difficult
			Navigation was not helpful
			Encountered technical difficulties (links didn't work, received error messages, etc.)
			Other, please specify:	F
CWS05389	F	If you answered "Other" above, please specify other navigation difficulty.			Text area, no char limit		N		Other navigation diff
CWS05390		Did you find the information you were looking for?	Yes		Drop down, select one	Single	Y	Skip logic	Find
			No	A
			Partially	A
CWS05391	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
CWS05396		Is the IRS.gov website your primary internet resource for tax information?	Yes		Drop down, select one	Single	Y	Skip logic	Primary resource
			No	A
CWS05397	A	If you answered "No" , what other website(s) do you use as your primary internet resource?			Text field, <100 char		N		Other website as primary resource
CWS05398		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
EDO09192		Which of the following sources drove you to visit the site today? Please rank the top 3 (Rank 1 is most important). Rank 1 (Required)	Message or recommendation from a friend on a social network		Drop down, select one	Single	Y	Rank Group
			Video I saw on YouTube
			Internet blogs or discussion forums					Adjust Template/Style Sheet
			Advertising on social networks (Facebook, My Space, Twitter)					Randomize
			Message directly from the agency on a social network
			Mobile phone text messages or alerts
			Instant Message from a friend or colleague
			Familiarity with the site
			Search engine results
			Don't know					Anchor Answer Choice
			Other					Anchor Answer Choice
EDO09193		Rank 2 (Optional)	Message or recommendation from a friend on a social network		Drop down, select one	Single	N	Rank Group
			Video I saw on YouTube
			Internet blogs or discussion forums					Adjust Template/Style Sheet
			Advertising on social networks (Facebook, My Space, Twitter)					Randomize
			Message directly from the agency on a social network
			Mobile phone text messages or alerts
			Instant Message from a friend or colleague
			Familiarity with the site
			Search engine results
			Don't know					Anchor Answer Choice
			Other					Anchor Answer Choice
EDO09194		Rank 3 (Optional)	Message or recommendation from a friend on a social network		Drop down, select one	Single	N	Rank Group
			Video I saw on YouTube
			Internet blogs or discussion forums					Adjust Template/Style Sheet
			Advertising on social networks (Facebook, My Space, Twitter)					Randomize
			Message directly from the agency on a social network
			Mobile phone text messages or alerts
			Instant Message from a friend or colleague
			Familiarity with the site
			Search engine results
			Don't know					Anchor Answer Choice
			Other					Anchor Answer Choice