CS-15-464 TAC Expectation Survey

OMB #1545-1432

T axpayer Assistance Center

Customer Expectations Survey

You can help the IRS improve its service to you and other taxpayers by answering the questions below. This anonymous and voluntary survey takes about 10 minutes to complete.

Please answer questions 1–16 prior to receiving service and the remaining 13 questions after receiving service.

Instructions: Please mark the box next to your answer.

1. Is this your first visit ever to a local IRS office?

 Yes

 No, I have visited a local IRS office previously

2. How did you first learn about local IRS offices, like this one? (Please mark only one)

 Friend, family member, co-worker  IRS web site (IRS.gov)

 Telephone book  IRS telephone representative

 Saw the office  Other IRS representative

 Tax preparation company  Volunteer tax preparation clinic

(e.g., H&R Block, Jackson-Hewitt)  Other (please specify):______________________

 Accountant/tax professional  I do not remember

3. About how long did it take you to travel to this local IRS office?

 0 – 5 minutes  31 – 45 minutes

 6 – 10 minutes  46 – 60 minutes

 11 – 20 minutes  61 – 90 minutes

 21 – 30 minutes  More than 90 minutes

4. What is your main reason for visiting this IRS office today? (Please mark only one)

• Set up a payment plan  Get a copy of prior year return

• Make a payment (other payment)  Drop off a completed tax return

• Get your identity authenticated  Get a lien or levy released

• Resolve an IRS notice or letter  Ask about Identity Theft

 Ask a tax law question (not about a notice)  Request tax form or instruction booklets

 Have a tax return prepared  File Form 2290 (Heavy Vehicle Use Tax)

 Check on refund status  Other (please specify):_____________

 Obtain an individual taxpayer identification number

5. Thinking of the main reason that brought you to the local IRS office today, approximately how many

times did you contact the IRS previously to try to resolve it? (Please answer all that apply. If you did not contact the IRS by the specified method, please enter zero.)

Called IRS Toll-Free Line ____ Times

Used IRS.gov ____ Times

Visited IRS Office (include today’s visit) ____ Times

Sent IRS Mail ____ Times

Sent IRS E-mail ____ Times

Faxed IRS ____ Times

6. What made you decide to come to the local IRS office today, instead of using a different IRS service (such as the IRS website, IRS Toll-Free line, Mail or Email)?

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

7. About how long do you think you will wait before meeting with an IRS representative to discuss your main reason for this visit?

 Immediately (no wait)  21 – 30 minutes

 1 – 5 minutes  31 – 45 minutes

 6 – 10 minutes  More than 45 minutes

 11 – 20 minutes

8. After you start talking to an IRS representative, about how long do you think it will take to complete your main issue?

 Less than 5 minutes  21 – 30 minutes

 5 – 10 minutes  31 – 45 minutes

 11 – 20 minutes  More than 45 minutes

9. What category describes your current age?

 18 to 24 years  55 to 64 years

 25 to 34 years  65 to 74 years

 35 to 44 years  75 to 84 years

 45 to 54 years  85 years and over

­­­­­­­­­­­­­­­­­­­­­­­­

10. What is the highest level of education you have completed?

 Less than 9^th grade  Some college, no degree

 9^th grade to 12^th grade, no diploma  Associate Degree

 High school graduate (or GED)  Bachelor’s Degree

 Some technical or vocational school  Master’s Degree

 Technical or vocational school graduate  Post-Master’s Degree

11. What category best describes your annual household income?

 Less than $15,000  $50,000 but less than $75,000

 $15,000 but less than $25,000  $75,000 but less than $100,000

 $25,000 but less than $35,000  $100,000 or more

 $35,000 but less than $50,000

12. What is the primary language spoken at home? (Please select one)

 English  Korean

 Spanish  Russian

 Chinese  Other (please specify): ___________________

 Vietnamese

13. Do you have any of the following long-term conditions (lasting 6 months or more)? Please select all that apply.

 Deafness

 Severe Vision Impairment

 Severe Hearing Impairment

 Severe Speech Impairment

 A condition that substantially limits your physical abilities (such as standing or walking)

 A condition that limits learning or remembering

 Some other condition

 Do not have a long-term condition

14. Do you own and use a mobile phone?

 Yes, regular mobile phone

 Yes, Smartphone (mobile phone with applications and internet access)

 No

15. How often do you access the Internet?

 Several times a day or more

 Once a day

 Several times a week

 Once a week

 Less than once a week

 Never

16. Please share your expectations about the hours of operation for this local IRS office

1. What time do you expect the office to open? ­­­__________

2. What time do you expect the office to close? __________

3. Which day(s) of the week do you expect the office to be open?

 Sunday  Tuesday  Thursday  Saturday

 Monday  Wednesday  Friday

17. Were your expectations for the following aspects of your visit met during today’s visit?

Much Worse As Much Better

Than Expected Expected Than Expected

1 2 3 4 5

    

Aspects of Visit _____________________________

Available parking nearby     

Cost of parking     

Office Signage     

Easy to find     

Distance travelled     

Hours the office is open     

18. How much do you agree with the following statements?

Strongly Neutral Strongly

Disagree Agree

1 2 3 4 5

    

Statements ______ _____________________________ ___

I am willing to use a computer in a local IRS office     

that is connected to the IRS website to receive assistance

instead of talking to an assistor in-person.

I am willing to receive service from a remote IRS     

assistor through a video monitor at my local IRS office.

I believe issues that take a short amount of time,     

such as making payments or obtaining copies, should

have express service lane.

I am willing to use a payment kiosk to submit     

payments to the IRS.

I am willing to make an appointment to obtain face to face     

service from the IRS.

Post-Service Questions

19. Overall, how satisfied were you with today’s visit?

 Very Dissatisfied  Dissatisfied  Neutral  Satisfied  Very Satisfied

20. What would have made your visit today better?

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

21. Were you provided service today?

o Yes

o No

If ‘no’, please explain.

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

22. Were you provided the assistance you needed to resolve your main reason for visiting today?

o Yes

o No

o Don’t know

If ‘no’ or ‘don’t know’, please explain.

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

23. Did the IRS representative answer all of your questions today?

o Yes

o No

24. Will the information you received today eliminate the need for further contact with the IRS regarding your main reason for today’s visit?

o Yes

o No If ‘No’, please explain: _____________________________________________________________

25. Please rate your satisfaction with the following aspects of the building visited today?

Very Very

Dissatisfied Neutral Satisfied

1 2 3 4 5

    

1 2 3 4 5

    

Satisfaction with Building____________ _________________

Office layout     

Privacy     

Seating     

Cleanliness     

Security/Screening     

Handicap accessibility     

26. Please rate your satisfaction with the following aspects of the IRS staff today?

Very Very

Dissatisfied Neutral Satisfied

1 2 3 4 5

    

Satisfaction with IRS Staff ____ _____

Professionalism of staff     

Courtesy of staff     

Skill of staff     

Knowledge of staff     

Staff listened to your concerns     

Staff treated you with respect     

27. P

    Very Very

    Dissatisfied Neutral Satisfied

    lease rate your satisfaction with the following aspects of the service today?

1 2 3 4 5

    

Satisfaction with Service _______________________

Wait time     

Getting my issue resolved today     

Getting all my questions answered     

Eliminating the need for further IRS contact     

Length of time spent with assistor     

28. How long did you actually wait before meeting with an IRS representative today?

 Immediately (no wait)  21 – 30 minutes

 1 – 5 minutes  31 – 45 minutes

 6 – 10 minutes  More than 45 minutes

 11 – 20 minutes

29. How long did you actually spend with the IRS representative on your main issue?

 Less than 5 minutes  21 – 30 minutes

 5 – 10 minutes  31 – 45 minutes

 11 – 20 minutes  More than 45 minutes

30. Were your expectations for the following aspects met during today’s visit?

Much Worse As Much Better

Than Expected Expected Than Expected

1 2 3 4 5

    

Aspects of Visit _________________________________________

Wait time     

Getting my issue resolved today     

Getting all my questions answered     

Eliminating the need for further IRS contact     

Length of time spent with assistor     

Professionalism of staff     

Courtesy of staff     

Skill of staff     

Knowledge of staff     

Staff listened to your concerns     

Staff treated you with respect     

Overall, were your expectations for this visit met?     

31. Please share your opinions about how we can improve the service provided at local IRS offices?

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

Thank you for completing this survey.

Please return the questionnaire to the survey administrator.

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. 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.

Privacy Statement

The authority requesting the information is 5 USC 301. The primary purpose of asking for the information is to determine steps IRS can take to improve our service to you. The information may be disclosed as authorized by the routine uses published for the Privacy Act System of Records entitled, Treas/IRS 00.001 Correspondence Files, including Stakeholder Partnership File, and Correspondence Control Files, as published in the Federal Register: December 10, 2001 (Volume 66, Number 237)] [Notices] pages 63785-6.  Providing the information is voluntary. Not answering some or all of the questions will not affect you.