Step
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Prompt
Text
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Response
Categories
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Skips
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1
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Thank
you for participating in this voluntary survey. This survey is
being conducted by ICF International, an independent, third-party
organization, to assist the IRS in improving its services. Your
identity will remain anonymous to the IRS. Your information will
be
combined
with all others who take the survey
and will be shared only in total with the IRS.
It will take less than 5 minutes to complete. During this survey
you will be asked to rate the service you received from the IRS on
this call.
Please
press
the star key to repeat the question. You may enter your response
as soon as you know your answer.
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Go
to step 2
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2
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I
am going to ask you several questions about your experiences
during this call. Please answer the questions using the following
scale:
Press
5 for very satisfied
Press
4 for somewhat satisfied
Press
3 for neither satisfied nor dissatisfied
Press
2 for somewhat dissatisfied
Press
1 for very dissatisfied
If
you are not sure, press 9
Again,
press the star key to repeat the question. You may enter your
response as soon as you know your answer.
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PROGRAMMING
NOTE: Repeating the Question and Scale
Please
program in a delayed reminder. If no key is pressed within 4
seconds, the respondent would hear, “I’m sorry. I
didn’t hear your response. Please press the star key to hear
the question again. Please press the pound key to hear the scale
again.”
If
still no response after another 4 seconds, the respondent would
hear, “I’m sorry. I still did not hear your response
to this question. Let’s move on to the next question.”
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Go
to step 3
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3
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Everything
considered, rate your overall
satisfaction
with the service you received during this call.
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[Satisfaction
1-5, 9 scale]
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Go
to step 5
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4
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THIS
STEP IS FOR AUR ONLY.
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5
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These
questions have to do with the IRS representative with whom you
spoke. If you spoke to more than one representative, please
consider the one with whom you spent the most time on the phone.
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Go
to step 6
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6
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Rate
your satisfaction with the courtesy of the representative who
handled your call.
Please
press
the star key to repeat the question. Please
press
the pound key to repeat the scale.
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[Satisfaction
1-5, 9 scale]
NOTE:
In
addition to Delayed Reminder options above, add the instructions
to Q6 as the first reminder.
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Go
to step 7
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7
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Rate
your satisfaction with the professionalism of the representative
who handled your call.
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[Satisfaction
1-5, 9 scale]
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Go
to step 8
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8
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Rate
your satisfaction with the representative’s willingness to
help you with your issue.
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[Satisfaction
1-5, 9 scale]
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Go
to step 9
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9
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Rate
your satisfaction with the knowledge of the representative.
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[Satisfaction
1-5, 9 scale]
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Go
to step 10
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10
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Rate
your satisfaction with how clearly the IRS representative
explained your issue.
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[Satisfaction
1-5, 9 scale]
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Go
to step 11
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11
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Rate
your satisfaction with how well the IRS representative listened to
your concerns.
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[Satisfaction
1-5, 9 scale]
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Go
to step 12
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12
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Rate
your satisfaction with how clearly the IRS representative
explained the next steps in resolving your
discrepancy.
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[Satisfaction
1-5, 9 scale]
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Go
to step 13
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13
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Rate
your satisfaction with the length of time it took to complete your
call from when you first reached a representative.
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[Satisfaction
1-5, 9 scale]
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If
1 or 2, go to step 14
If
3, 4, 5, go to step 16
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14
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Did
you feel call the time you spent on the phone with the
representative was too long, too short or about right?
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For
Too long, press 1
For
Too short, press 2
For
about right, press 3
If
You Are Not Sure, press 4
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If
1 or 2, go
to step 15
If
3 or 4, go to step 16
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15
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Please
tell us why you feel that way. Begin speaking at the tone. Press
any key when you are finished.
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[WAV
Capture]
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Go
to step 16
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16
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What
was the
reason
you called today?
You may enter your response as soon as you know your answer.
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To
get an explanation of the letter you received, press 1
To
let the IRS know you mailed or faxed documents in, press 2
To
ask about the status of your request for Innocent Spouse relief,
press 3
To
ask a general question or for any other reason, press 4
To
hear these choices again, press the pound key.
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If
1
then go to step 18,
else go to step 19.
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17
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THIS
STEP IS FOR AUR ONLY
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18
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What
could the IRS do to make the letter or notice you called about
clearer? Begin speaking at the tone. Press any key when you are
finished.
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[WAV
Capture]
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Go
to step 19
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19
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Including
today, how many times have you called and discussed the particular
issue raised in your notice or letter with an IRS representative?
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Press
1 through 4 for the number of times you have called
Press
5 for 5 or more times
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Go
to step 20
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20
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How
many minutes did you spend on this call today including any time
on hold, but not including the time spent answering this survey?
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If
less than 10 minutes, press 1
10
to 20 minutes, press 2
21
to 30 minutes, press 3
31
minutes or longer, press 4
To
hear these choices again, press the pound key.
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Go
to step 21
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21
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Did
the IRS representative answer all your questions today?
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For
Yes, press 1
For
No, press 2
If
You Are Not Sure, press 3
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If
2 or 3 go to step 22, if 1 then go to step 23
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22
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What
information did you need that the IRS representative did not
provide?
Begin
speaking at the tone. Press any key when you are finished.
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[WAV
Capture].
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Go
to step 23
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23
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Will
the information you received today eliminate the need for further
calls on this issue?
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For
Yes, press 1
For
No, press 2
If
You Are Not Sure, press 3
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Go
to step 24
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24
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Overall,
how well did the IRS meet your expectations during your call
today?
For
Much better than expected, press 5
For
Better than expected, press 4
For
As expected, press 3
For
Worse than expected, press 2
For
Much worse than expected, press 1
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If
1 or 2 then go to step 25; otherwise go to step 26.
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25
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Please
share how the IRS can improve so that they would have better met
your expectations during your call today. Begin speaking at the
tone. Press any key when you are finished.
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[WAV
Capture]
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Go
to Step
26
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26
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The
IRS continually looks for ways to improve its service to taxpayers
who contact them. We would like to give you an opportunity to
provide comments or suggestions for improvements. We welcome your
feedback. You can begin speaking at the tone. Press any key when
you are finished.
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[WAV
Capture]
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Go
to step 27
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27
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The
IRS periodically asks ICF to do additional research on tax or
service related issues. We often need to find respondents for this
research. Would you be willing to participate in future research?
If so, please provide us with your phone number and email address
if you have one. This information will be anonymous to the IRS
and used only for the purpose of survey research. Research
participants may receive a small monetary incentive to participate
depending on the research project.
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If
you would like to participate, press 1.
If
you do not want to participate, press 2.
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If
1, go to step 28
If
2, go to step 32
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28
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Please
enter your 10-digit telephone number, including area code.
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[Enter
10 digits]
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Go
to step 29
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29
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You
entered: (XXX) XXX-XXXX
|
If
this is correct, press 1.
To
re-enter, press 2.
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Go
to step 30
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30
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Please
state and spell your e-mail address. Press any key when you are
finished.
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[WAV
Capture]
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Go
to step 31
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31
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Please
state and spell your first and last name. Press any key when you
are finished.
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[WAV
Capture]
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Go
to step 32
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32
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That
completes the survey; however, we are required by law to report to
you the OMB Control Number for this public information request.
That number is 1545-1432. In addition, if you have any comments
about the time used to complete this survey or ways to improve the
survey, you may write to the IRS.
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Go
to step 33
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33
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Would
you like the address to mail your comments?
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If
Yes, press 1
If
No, press 2
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If
1, go to step 34
If
2, go to step 35
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34
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Mail
your comments to:
Internal
Revenue Service
Tax
Products Coordinating Committee
1111
Constitution Ave, NW, Room 6510-S
Washington,
DC 20224
|
To
repeat this address, press 1.
Otherwise,
press 2.
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Go
to step 35
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35
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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 toll-free
telephone number.
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If
you would like the telephone number of the Taxpayer Advocate,
press 1.
Otherwise,
press 2.
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If
1, go to step 36
If
2, go to step 37
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36
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The
Toll-Free Taxpayer Advocate phone number is 1-877-777-4778.
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To
repeat this telephone number, press 1.
Otherwise,
press 2.
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Go
to step 37
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37
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Thank
you for participating in this survey. Your information will help
improve the services provided by the IRS. On behalf of the IRS and
ICF International, thank you. Goodbye.
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