ATTACHMENTS
Pretesting of W&I Taxpayer Experience Survey (TES) 2015
W&I Taxpayer Experience Survey 2016
CONSENT [DISPLAY]
In an effort to improve its services, The Internal Revenue Service (IRS) is asking customers about their experiences and opinions. Your responses will help the IRS reduce the burden on the average taxpayer when preparing and filing taxes and help identify ways to improve IRS services for taxpayers.
The survey takes about 20 minutes to complete. This is an opinion survey about YOUR experiences in preparing and filing your taxes. Please complete the questions even if you used a tax professional to help prepare your return(s). We need input from a cross-section of individual taxpayers to get a true picture of what Americans think, not just what "experts" say.
This survey is conducted for the IRS by an independent national research organization, Pacific Consulting Group. Your answers are anonymous and no personal identifying information will be released to the IRS. If you have any questions about this survey, please contact Pacific Consulting Group at 1-866-960-7897.
The OMB Control Number for this study is 1545-2250. Also, if you have any comments regarding the time estimates associated with this study or suggestions on making this process simpler, please contact the Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, 1111 Constitution Ave. NW, Washington, DC 20224.
Thank you in advance for your participation!
S1: What language do you usually speak at home?
1 Only Spanish
2 More Spanish than English
3 Both Spanish and English equally
4 More English than Spanish
5 Only English
6 Neither Spanish nor English
[PROGRAMMING: ENSURE CORRECT LANGUAGE OFFERED TO RESPONDENTS BASED ON PANEL DATA]
1 English
2 Spanish
[SC, PROMPT, TERMINATE IF SKIPPED]
S1a. Did you or your spouse file a Federal Income Tax Return in 2015 for income earned in 2014?
1 Yes, I or my spouse filed a federal tax return
2 No, neither I nor my spouse filed a federal tax return
3 Not sure/Refused
[SC, IF S1A = 2, 3, PROMPT, TERMINATE IF SKIPPED]
S1c. Did you not file a federal income tax return in 2015 for 2014 taxes because you….
1 Got an extension
2 Were under the income limit for filing
3 Were a dependent on someone else's tax return
4 Something else (Specify)____________________
5 Not sure
6 Did file federal tax return
[IF S1C = 5, TERMINATE]
[IF S1C = 2 thru 4, TAG AS “NON-FILER”]
“NON-FILERS” OR S1C=1 SKIP TO Q1a
[SC, PROMPT, TERMINATE IF SKIPPED]
S2. Would you say that you are the adult in your household who is most familiar with the preparation and filing of your 2014 federal income tax return [IF XSPANISH = 2 ‘and your preferred language is Spanish’]?
1 Yes, most familiar
2 Equally familiar
3 Not most/equally familiar [TERMINATE]
[SC, PROMPT, TERMINATE IF SKIPPED]
S3. Who prepared your taxes?
I myself (with or without software)
A friend or family member (relative)
The IRS
A volunteer preparer from a community organization (do not count a tax software company’s promotional events)
An independent accountant/CPA
Tax Preparation business such as H&R Block or Jackson Hewitt
DELETE
Other paid professional [IF XSPANISH = 2, SHOW ‘Notario’]
Someone else
Don’t know [TERMINATE]
[SC, PROMPT, TERMINATE IF SKIPPED]
S4. Which of the following was the filing status you used on your 2014 tax return?
1 Single
2 Married, filing jointly
3 Married, filing separately
4 Head of Household (single with dependent parent or child)
5 Qualifying widow(er) with dependent child
6 Don’t know [TERMINATE]
[SC, GRID]
S6a. Which of the following forms and schedules were filed with your 2014 return (Form 1040)? Did you file a:
1—Yes 2—No 3—Don’t Know
Schedule A for itemized deductions including home mortgage deductions, charitable contributions, and other types of deductions
Forms related to Earned Income Tax Credit (EITC/EIC) (e.g., Schedule EIC, series 886 forms)
Schedule B for interest and dividend income
Schedule C for small business income
Schedule D for capital gains or losses
Schedule E for supplemental income, such as rental income, royalties, and trusts
Schedule F for farm income
Form 2106 employee business expenses
Forms related to partnerships or S Corp (e.g., 1120, 1120s, 1065) [TERMINATE IF SELECTED]
I. AWARENESS AND IRS INTERACTIONS IN PAST 12 MONTHS
AWARENESS
[SC, GRID]
Q1a. The following questions are about your awareness of different ways to contact the IRS.
Are you aware that you can get information or help such as obtaining forms or tax law information, checking refund status or getting help to resolve a notice from the IRS in the following ways?
Please select one answer from each row.
1—Yes 2—No
Calling an IRS Toll-Free line
Visiting a local IRS office (Taxpayer Assistance Center, walk-in center)
Visiting the IRS website (www.IRS.gov)
Sending regular mail to the IRS
E-mailing the IRS
Getting help from a volunteer tax preparer from a community organization
Using IRS2Go App (for smartphone or tablet mobile device)
[SC, GRID]
Q1a.a Are you aware that the IRS provides some general tax information via the following social media channels?
1—Yes 2—No
IRS videos on YouTube
IRS tweets on Twitter
IRS posts on Facebook
IRS posts on Tumblr
Q1a.b (Show YES items in Q1a.a) Have you looked for general tax information via the following social media channels provided by the IRS? 1—Yes 2—No
IRS videos on YouTube
IRS tweets on Twitter
IRS posts on Facebook
IRS posts on Tumblr
[SC, GRID, IF Q1A_3=YES, AWARE OF IRS.GOV]
Q1a.1 Which of the following IRS.gov (online) services/tools are you aware of?
1—Yes 2—No
[PROGRAMMER: Rotate list...]
Electronic Federal Tax Payment System (EFTPS) (allows taxpayers to transmit regular tax payments electronically)
Electronic Filing PIN Request (to get a PIN to use to “sign” your tax return when you file it electronically)
Interactive Tax Assistant (ITA) (helps you answer a question like “How many exemptions can I claim?” by asking you a series of questions that guide you to a response tailored to your situation)
IP PIN (Identity Protection Personal Identification Number) a unique number from the IRS used for identity theft protection
IRS Withholding Calculator (helps you determine the number of withholdings you ask your employer to take on your W-4)
Online Employer Identification Number (EIN)
Online Payment Agreement (OPA)
Tax Exempt Charity Search
Tax Trails (helps you answer a question like “Do I qualify for a filing extension” by asking you a series of questions that guide you to a response tailored to your situation)
Where's My Refund? (check the status of your refund)
Where’s My Amended Return? (check the status of your amended return (1040X))
Get Transcript Online
Get Transcripts by Mail (online ordering of transcript or prior year return sent to you in the mail)
EITC Assistant (helps taxpayers determine Earned Income Tax Credit eligibility)
Use Direct Pay (pay money you owe the IRS securely directly from your bank account for free)
Directory of Tax Return Preparers (find preparers in your area who hold professional credentials recognized by the IRS)
[SC,GRID, SHOW and ASK categories if YES in Q1a.1]
Q5c Which of the following services/tools on the IRS website did you use during the 2015 filing season?
1—Yes 2—No
Electronic Federal Tax Payment System (EFTPS)
Electronic Filing PIN Request
Interactive Tax Assistant (ITA)
IP PIN (Identity Protection Personal Identification Number) a unique number from the IRS used for identity theft protection
IRS Withholding Calculator
Online Employer Identification Number (EIN)
Online Payment Agreement (OPA)
Tax Exempt Charity Search
Tax Trails
Where's My Refund? (check the status of your refund)
Where’s My Amended Return? (check the status of your amended return (1040X))
Get Transcripts Online
Get Transcripts by Mail (online ordering of transcript or prior year return sent to you in the mail)
Earned Income Tax Credit Assistant (helps taxpayers determine Earned Income Tax Credit eligibility)
Use Direct Pay (pay money you owe the IRS securely directly from your bank account for free)
Directory of Tax Return Preparers (find preparers in your area who hold professional credentials recognized by the IRS)
Other
[SC, GRID, IF XSPANISH = 2]
Q1b. Are you aware that you can get information or help such as finding forms or tax law information, checking refund status or getting help resolving a notice from the IRS in the following ways in Spanish?
1—Yes 2—No
1 Calling an IRS Toll-Free line and getting assistance in Spanish
2 Visiting a local IRS office (Taxpayer Assistance Center, walk-in center) and getting assistance in Spanish
3 Visiting the Español section of the IRS website
4 Sending regular mail to the IRS in Spanish
5 Spanish speaking volunteer preparers from a community organization
6. Where’s My Refund
7. Using IRS2Go App (for smartphone or tablet mobile device)
INTRO1 [IF A “YES” RESPONSE TO Q1a_a thru Q1a_e or YES to Q1b_a thru Q1b_d, DISPLAY]
The next questions are about any contact you may have had with the Internal Revenue Service (IRS) in the past 12 months, including actively using the IRS website to obtain information. [IF XSPANISH = 2: ‘Please include all contacts regardless of whether they were in Spanish or English’]
[IF A “YES” RESPONSE TO Q1a_a thru Q1a_e or YES to Q1b_a thru Q1b_d, SC, GRID]
Q2. In the past 12 months, did you contact the IRS for any reason, using any of the following methods?
Select one answer from each row in the grid
[NOTE: Phone version is in present tense to read more smoothly]
1—Yes 2—No
2a [ASK IF Q1a_a=Yes or Q1b_a=Yes] Called an IRS Toll-Free line
2b [ASK IF Q1a_b=Yes or Q1b_b=Yes] Visited a local IRS office (Taxpayer Assistance Center, walk-in center)
2c [ASK IF Q1a_c=Yes or Q1b_c=Yes] Visited the IRS website to obtain specific information. Please do not count casual browsing.
2d [ASK IF Q1a_d=Yes or Q1b_d=Yes] Contacted the IRS through regular mail
2e [ASK IF Q1a_e=Yes] Email the IRS
2f [ASK IF Q1A_F=YES OR Q1B_E=YES] Got help from a volunteer tax preparer from a community organization
2g [ASK IF Q1A_F=YES] Used the IRS2Go App (for smartphone or tablet mobile device)
[ASK if all of Q2a to Q2g=NO]
[Yes/no each option rather than multiple response]
[SEE NEW BOLDING BELOW—not highlighted]
1—Yes 2—No
Q2n1. In the past 12 months, did you need assistance with any of the following tax related issues?
Get a form or publication
Get transcripts or prior year tax return information
Get tax law information while preparing my return such as information on withholding, dependents, deductions, or tax credits
Get help with tax return preparation such as which forms to file, record keeping, filling out forms, how to file or how to get more help
Get help making tax-related calculations (e.g., calculating withholdings, calculating sales tax deductions, determining Earned Income Tax Credit (EITC) eligibility,)
Get information or assistance about an IRS notice — notices are mailed letters about issues such as balance dues, overpayments, underpayments, information about tax credits or requests for more information
Get tax law information after filing my tax return to help me clarify the tax process or remain/become compliant such as information about estimated taxes (do not count contacts about IRS notices)
Get information or assistance related to identity theft
Obtain an IP PIN (Identity Protection Personal Identification Number) a unique number from the IRS used for identity theft protection
File a tax return or form
Make a payment
Get information about making payments
Get information about a refund
Obtain Individual or Employer Tax ID (ITIN, EIN)
Get information about the Affordable Care Act ( the Healthcare law)
Other, specify [if “Other” selected and nothing entered in blank, prompt once]
DELETE
[For each issue indicated in Q2n1 (up to three—randomly selected giving preference to options 15, 8, 9 ) in Q2n1, Ask Q2n2 &Q2n3]
Q2n2. What was the first information source you used in order to [INSERT Q2n1]?
1 A friend or family member
2 Volunteer tax preparation site
3 Tax preparation company
4 A tax professional
5 Accountant/bookkeeper
6 Non-IRS book or publication
7 Non-IRS Website
8 Non-IRS Social Media
9 Tax software
10 Other (please specify)
Q2n3. What reasons best describe why you didn’t contact the IRS about this issue (select all)?
[rotate list]
1 I did not need to contact the IRS/I could handle the issue on my own
2 I got help from a friend or family member
3 I got help from my tax preparer/accountant/lawyer
4 I don’t know how to contact the IRS
5 It’s hard to contact the IRS
6 I don’t trust the IRS to act in my best interest (fair enforcement)
7 I don’t trust the IRS to help me understand my issue
8 I don’t understand my issue well enough to work with the IRS alone
9 [PHONE ONLY] Other
[PROGRAMMING: SKIP TO Q13a IF ALL Q2a thru Q2g is not yes (all are no)]
ALL QUESTIONS IN THE LOOP are required. (Q16 to Q16F)
[SC]
Q16 You mentioned that you have contacted the IRS in the past 12 months. Contacting the IRS includes calling an IRS Toll-Free line, visiting a local IRS office (Taxpayer Assistance Center, walk-in center), visiting the IRS website (not casual browsing), contacting the IRS through regular mail, emailing the IRS, or using the IRS2Go App. For which of the following reasons have you contacted the IRS in the past 12 months?
Get a form or publication
Get transcripts online or by mail
Get help with tax law while preparing my return such as information on withholding, dependents, deductions, or tax credits
Get tax return preparation help such as which forms to file, record keeping, filling out forms, how to file or how to get more help
Get help making tax-related calculations
Get information or assistance about an IRS notice — notices are mailed letters about issues such as balance dues, overpayments, underpayments, information about tax credits or requests for more information
Get tax law information after filing my tax return to help me clarify the tax process or remain/become compliant such as information about estimated taxes (do not count contacts about IRS notices)
Get information or assistance related to identity theft
Obtain an IP PIN (Identity Protection Personal Identification Number) a unique number from the IRS used for identity theft protection
File a tax return or form
Make a payment
Get information about making payments
Get information about a refund
Obtain Individual or Employer Tax ID (ITIN, EIN)
Get information about the Affordable Care Act (the Healthcare law)
Other, specify [if “Other” selected and nothing entered in blank, prompt once] [include in loop]
[BEGIN REASONS LOOP – A MAXIMUM OF THREE (3) REASONS WILL PROCEED THROUGH THE CHANNEL EXPERIENCE LOOP]
If a respondent selects more than 3 reasons:
Initial Preference is given to: 16_15 ACA. Second preference to ID theft (16_8) and IP PIN (16_9)
After this initial selection, then the REASON with the fewest respondents should be selected, until there are three total reasons.
[ASK IF Q16_14 LOOP (ACA) = YES]
Q81a. What service did you expect the IRS to provide regarding the Affordable Care Act? Please select all that apply. [Multiple response]
Information about how your health insurance may affect your income taxes
Information about what to do if you don’t have health insurance
Other, specify________________
[ASK IF Q16_14 LOOP (ACA) = YES]
Q81b. For which of the following reasons did you contact the IRS about the Affordable Care Act? Please select all that apply.
1 To learn about the tax credit (known as the Premium Tax Credit) designed to help individuals afford health insurance through the Marketplace
2 To learn about advance monthly payments of the Premium Tax Credit
3 To learn about the requirement for individuals to purchase health insurance
4 To learn about making a payment (known as the Individual Shared Responsibility Payment) to the IRS if individuals do not purchase health insurance
5 To learn about exemptions from the requirement to purchase health insurance
6 I received a notice regarding the Premium Tax Credit
7 I received a notice regarding the Shared Responsibility Payment
8 Other
[ASK IF Q16_8 LOOP (Identity Theft) = YES]
Q50a. What service did you expect the IRS to provide regarding identity theft? Please select all that apply. [Multiple response]
Guidance about next steps
Information about protecting your identity
Other, specify_________________
[ASK IF Q16_8 LOOP (Identity Theft) = YES OR IF Q16_9 (IP PIN) =YES] [ONLY ASK EACH PERSON ONCE EVEN IF Q16=8 and 9]
Q50b. Did the IRS issue you an Identity Protection Personal Identification Number (IP PIN), a unique number from the IRS used for identity theft protection?
1 Yes
2 No
[ASK IF Q50b = YES]
Q50c. Did you use the Identity Protection Personal Identification Number (IP PIN) when filing your return this past filing season?
1 Yes
2 No
[ASK IF Q50b = YES]
Q50d. Did you have any issue using your IP PIN that caused you to contact the IRS?
1 Yes
2 No
[ASK IF Q50d = YES]
Q50e. Please describe the issue that caused you to contact the IRS (open end).
[ASK IF Q16_6 LOOP (IRS Notice) = YES]
[SC]
Q57. What was your most recent notice about?
Filing issue [IF Yes go to Q57A]
Error on return [IF Yes go to Q57B]
Payment [IF Yes go to Q57C]
Refund issue [IF Yes go to Q57C]
Request for information/proof for items on my tax return (correspondence exam)
Credits you might be eligible for but did not claim
Other (specify)
The purpose of the notice was not clear
Do not recall
[SC, IF Q57=1]
Q57a. Which of the following best describes the filing issue regarding your most recent notice?
Didn’t file a return
Didn’t sign return or form
Resubmitting/missing forms
Penalty for late filing
Other (specify)
[SC, IF Q57=2]
Q57b. Which of the following best describes the error on return regarding your most recent notice?
Under-reported income
Incorrect amount of withholding
Incorrect filing status
Incorrect Social Security Number
Made an error with the Shared Responsibility Payment
Made an error reconciling the Premium Tax Credit
Claimed a credit for which I didn’t qualify
Other (specify)
[SC, IF Q57=2]
Q57b.1 Did this result in a refund or you owing money to the IRS?
Refund
Owed money to IRS
No change
[SC, IF Q57=3 OR 4]
Q57c. Which of the following best describes the payment / refund issue regarding your most recent notice?
Didn’t make a payment with my return
Didn’t pay the full amount due with my return
Didn’t make an Installment Agreement payment
Received additional / larger refund
Other (specify)
[SC, If Q57b.1=2]
Q57b.2 You indicated earlier that your most recent notice said that you owed money to the IRS. Which of the following actions did you take to resolve your balance due notice? (Select one)
Paid the full amount owed to the IRS
Arranged for an Installment Agreement with the IRS
Arranged for an Offer In Compromise
None of the above
[LOOP COMMAND Q16a and Q16b – 1=first, 2= second, 3=third, etc.]
Q16a. What was the [first/second/third] information source you used in order to [INSERT Q16]?
1 IRS forms and instruction booklets [IF SELECTED,SKIP TO Q16b]
2 IRS Website (www.IRS.gov) [IF SELECTED,SKIP TO Q5 SET, THEN SKIP TO Q16b]
3 Visited Healthcare.gov [IF SELECTED, SKIP TO Q16b]
4 IRS2GO App [IF SELECTED SKIP TO Q16b]
5 IRS Social Media (e.g., Facebook, YouTube, Twitter, Tumblr) [IF SELECTED,SKIP TO Q16b]
6 IRS Tax Assistance Center (walk-in sites) [IF SELECTED,SKIP TO Q4 SET, THEN SKIP TO Q16b]
7 Automated IRS phone system [IF SELECTED,SKIP TO Q16b]
8 IRS phone representative [IF SELECTED,SKIP TO Q3 SET, THEN SKIP TO Q16b]
9 Email with the IRS [IF SELECTED, SKIP TO Q16b]
10 Written correspondence through mail with the IRS [IF SELECTED,SKIP TO Q6 SET, THEN SKIP TO Q16b]
11 A friend or family member [IF SELECTED,SKIP TO Q16b]
12 Volunteer tax preparation site [IF SELECTED,SKIP TO Q16b]
13 Tax preparation company [IF SELECTED,SKIP TO Q16b]
14 A tax professional [IF SELECTED,SKIP TO Q16b]
15 Accountant/bookkeeper [IF SELECTED,SKIP TO Q16b]
16 Non-IRS book or publication [IF SELECTED,SKIP TO Q16b]
17 Non-IRS Website [IF SELECTED,SKIP TO Q16b]
18 Non-IRS Social Media [IF SELECTED,SKIP TO Q16b]
19 Tax software [IF SELECTED,SKIP TO Q16b]
20 Other (please specify) [IF SELECTED,SKIP TO Q16b]
CHANNEL EXPERIENCE
Toll –Free Section
[SC, IF XSPANISH = 2]
3s1. Have you called the IRS Español Toll-Free Line?
Yes (Continue)
No
[ASK Q3 set if called IRS phone representative (Q16a_8=YES]]
Q3e. Did you hang up before speaking with an IRS representative?
1 Yes
2 No
[IF Q3E = 1, MC]
Q3g. What were your reasons for hanging up?
1 Got a busy signal
2 Placed on hold too long
3 Kept getting transferred
4 Couldn’t understand the menu system
5 Too many choices on the menu system
6 Recorded message suggested going to IRS.gov
7 Other
]
[ASK Q3 set if called IRS phone representative (Q16a_8=YES]]
SKIP if Q3g=3
Q3h. Were you transferred more than once when you called?
1 Yes
2 No
3 Don’t know/Not sure
[IF Q3e=2, SC]
Q3i. How well did you understand the information that was provided to you?
Not at all
Not very well
Somewhat
Very well
[ASK Q3 set if called IRS phone representative (Q16a_8=YES]]
Q3k1a. Were all of your questions answered?
Yes
No
[ASK Q4 set if Visited TAC (Q16a_6=YES]]
[SC]
Q4c1. How well did you understand the information that was provided to you?
Not at all
Not very well
Somewhat
Very well
[SC]
Q4d1a. Were all of your questions answered during your visit?
Yes
No
[SC, IF XSPANISH = 2]
Q4s1 Did you need assistance in Spanish when you visited a local IRS office (Taxpayer Assistance Center, walk-in center)?
1 Yes
2 No
[SC, IF Q4S1 = 1]
Q4s2 Did you receive assistance in Spanish?
1 Yes
2 No
[ASK Q5 set if Q16a_2=YES VisitedIRS.gov website]
[SC, IF XSPANISH = 2]
Q5s1A. When you used the IRS website to get information, did you use the Español section of the IRS website, the English section of the IRS website, or both?
1 Español only
2 English only
3 Both Español and English
[SC, IF XSPANISH=2 AND Q5S1 = 3]
Q5s2A. Which language section of the IRS website did you use more?
Español
English
About the same
[MC, IF XSPANISH=2 AND Q5S1 = 2, ASK ONLY ONCE]
Q5s7 What were the reasons you have not used the Español section of the IRS website? [multiple response]
1 I’m not aware of the Español section of website
2 I’m not aware that tax information is available in Spanish
3. I prefer the English section of the website
4. Other (specify)____________________________
Q5e. Did you find the information you were looking for?
Yes
No
Partially
[SC, IF Q5E=1 or 3]
Q5f1. How well did you understand the information?
Not at all
Not very well
Somewhat
Very well
[TEXT BOX, IF Q5E=NO or Partially]
Q5e1. If you didn't find what you were looking for, what specific type of information were you trying to find?
Please specify _____________________________________________________________________
[ASK Q6 set if Q16a_10=YES mail information]
[SC]
Q6n1. How well did you understand the information that was provided to you by mail from the IRS?
Not at all
Not very well
Somewhat
Very well
Have not received a response from the IRS
[SC]
Q6c1a. Were all of your questions answered through mailing to IRS?
Yes
No
3 In process
Q16b. What was the reason that [Q16a] was your [first/second/third] choice in your effort to [Q16]?
Open End
Q16c. Did the [Q16a] resolve [Q16] or did you need to go to another source?
Completely resolved – needed no further effort [CONTINUE to Q16d]
Needed to go to another source [LOOP TO Q16a]
[Phone and ONLINE: PHONE DO NOT READ] Left unresolved and did not go to another source [SKIP TO Q16c_1]
If after third choice and Q16c=Need to go to another source, ask Q16C_N and then go to the next REASON (if already on the 3rd REASON, skip to Q16e. )
[ASK IF Q16c=3; ELSE SKIP]
Q16c_1 . Why did you leave [Q16] unresolved without going to another source? (open end) [GO TO Q16e]
Q16c_N . How did you resolve [Q16]? [GO TO Q16e]
[SC] [ASK ONLY IF Q16c=1; ELSE SKIP TO Q16e]
Q16d. For [Q16], how much time did it take for you to locate the information to resolve your issue?
1 hour or less
2-4 hours
5-24 hours
1-7 days
8-29 days
Over 30 days
[SC]
Q16e. What do you feel is a reasonable amount of time to resolve your issue?
1 hour or less
2-4 hours
5-24 hours
1-7 days
8-29 days
Over 30 days
[SC]
Q16f. Please rate your satisfaction with the following aspects of getting your information. [if Q16=1, change question text from “your information” to “the form or publication”]
How satisfied were you with:
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
Not applicable
The time it took to resolve your issue
The number of steps needed to obtain information you sought
The accuracy of the information you received
The clarity of information you received
[LOOP COMMAND – RETURN TO Q16 FOR ADDITIONAL REASONS – ONCE REASONS ARE COMPLETED, PROCEED TO Q13a]
****LOOP ENDS HERE
[MC, IF Q2C = NO AND Q2B = YES]
Q13a. What are the main reasons you visited a local office instead of visiting the IRS website to get information from the IRS? Select all that apply.
It was easier to go to a local IRS office
I don’t have Internet access
I used local IRS offices before
I didn’t believe I could get my questions answered by using the IRS website
I did try to use the IRS website
I wasn’t aware of the IRS website
The letter I received from the IRS said to go to a local office
Something else (specify)
[MC, IF Q2C = NO AND Q2A = YES]
Q13b. What are the main reasons you called an IRS Toll-Free line instead of visiting the IRS website to get information from the IRS? Select all that apply.
I didn’t have Internet access
I called the Toll-Free line before
I didn’t believe I could get my questions answered by using the IRS website
I did try to use the IRS website
I wasn’t aware of the IRS website
The letter I received from the IRS said to call a telephone number
Something else (specify)
[MC, IF Q2D = YES AND Q2A=NO, AND Q2C = NO]
Q6c. What are the reasons that you contacted the IRS using regular mail instead of other channels such as the IRS website or an IRS Toll-Free line? Select all that apply.
IRS required information be mailed to the agency
Am not aware that I could contact the IRS any other way
Never thought about contacting the IRS any other way
I didn’t have Internet access
Believe I couldn’t get information needed from IRS website
Believe I couldn’t get information needed from the IRS Toll-Free line
Believe I couldn’t get information from other IRS sources
Want paper trail
Other (specify)____________________
[SC, If yes to 2a, b, c, d, OR e]
Q9. Did you contact the IRS for any other reasons you have not mentioned?
Yes
No
[TXT, IF Q9 = 1]
Q9A What other reasons?________________________________________
[MC, ASKED OF ALL RESPONDENTS]
Q14a. Please assume you have a need to perform each of the following tax related activities. In the future, if you had to perform these activities, how likely are you to use the IRS website (www.IRS.gov) for each task?
1=Very unlikely 2=Somewhat unlikely 3=Neither unlikely nor likely 4=Somewhat likely 5=Very likely
Get an IRS form or publication
Get information about completing a tax form
Find an answer to a tax law question
Determine my eligibility for a tax benefit or whether certain requirements apply to me
Get help making tax-related calculations
Get help preparing a tax return or form
File a tax return or form
Set up a payment plan
Make a payment
Get information about a refund
Respond to a notice or letter received from the IRS
Get a transcript or prior year tax return information
Get information about the Affordable Care Act (the healthcare law)
Sign up for an IP PIN (Identity Protection Personal Identification Number) a unique number from the IRS used for identity theft protection
Something else (specify)_____________________
Q14b. . Please assume you have a need to perform each of the following tax related activities., In the future, if you had to perform these activities, how likely are you to use the IRS2Go App (for iPhone and Android mobile devices) for each task? .
1=very unlikely 2=somewhat unlikely 3=neither unlikely nor likely 4=somewhat likely 5=very likely
Get an IRS form or publication
Get information about completing a tax form
Getting a transcript or prior year tax return information
Find an answer to a tax law question
Determine my eligibility for a tax benefit or whether certain requirements apply to me
Get help making tax-related calculations
Get help preparing a tax return or form
File a tax return or form
Set up a payment plan
Make a payment
Get information about a refund
Respond to a notice or letter received from the IRS
Get information about the Affordable Care Act (the healthcare law)
15 Sign up for an IP PIN(Identity Protection Personal Identification Number) a unique number from the IRS used for identity theft protection
Something else (specify)_____________________
PLEASE NOTE: “NON-FILERS” or S1c=1 SKIP SECTIONS III and IV. Except for two questions noted below.
[MC; INCLUDE non-filers or S1c=1]
Q23b. In the future, where would you prefer to get general tax information, including information about changes in tax laws? Check all that apply.
IRS forms and publications
IRS website in English
IRS website in Spanish
IRS telephone contact
IRS in-person/local IRS office (Taxpayer Assistance Center, walk-in center)
IRS sponsored tax class or seminar
IRS2Go App (for iPhone and Android mobile device)
IRS e-Pubs (electronic publications)
IRS (unspecified)
Accountant/tax preparer (H&R Block, Jackson Hewitt)
Employer/Union/Trade Organization
Family/Friend
Library
Media such as radio, television, or newspapers
[IF XSPANISH = 2] Notario
Non-IRS Books and Publications
Non-IRS website
Post Office
Social/community organization (church/religious group, theaters, community centers/outreach groups, schools)
Tax preparation software (TurboTax, TaxAct, etc)
Social media (Facebook, Twitter, etc)
Other [specify]
[INCLUDE non-filers or S1c=1]
Q23b1. The IRS is considering creating individual online accounts for taxpayers to receive communications and other information. How likely are you to do the following where 1 is “Not at all Likely” and 5 is “Very Likely”?
Create an online account on IRS.gov.
Receive IRS notices through an online account rather than in the mail.
Receive information on tax law changes through an online account.
INSTRUCTION: REST OF SECTION FOR FILERS ONLY. IF NONFILER or s1c=1, SKIP TO SECTION V
The next questions are about completing and filing your 2014 taxes.
[SC]
Q28a Are you aware of the Earned Income Tax Credit (EITC/EIC)?
1 Yes
2 No
[SC, IF Q28A=1]
Q28b How did you first learn about the Earned Income Tax Credit (EITC/EIC)?
Accountant/Tax preparer (H&R Block, Jackson Hewitt)
TV/Radio/newspaper/flyers
Friend/Family/Co-worker
IRS.gov or IRS publication
Tax software (e.g. TurboTax, TaxCut, TaxAct)
Social media (e.g. Facebook, Twitter, YouTube, etc.)
IRS2Go App (for smartphones or mobile tablet devices)
Other (specify)______________________________
Don’t know/Don’t remember
[SC, If Q28A=1]
Q28.Did you apply for the Earned Income Tax Credit (EITC/EIC) when you filed your 2014 federal tax return?
Yes
No [skip to Q26]
[SC, If Q28=1]
Q28c. Did you qualify for Earned Income Tax Credit (EITC)/EIC for the 2014 tax year?
Yes
No
Don’t know
[SC]
Q26. Which of the following describes how your 2014 federal taxes were prepared? By this, we mean filling out the forms and NOT the actual filing task.
By hand, using IRS tax forms
On a computer, using tax software (for example, TurboTax or TaxAct)
Went to IRS.gov, found a Free File company and used their tax software (Traditional Free File)
Went to IRS.gov and used Free File Fillable Forms - filled in blank tax forms online without using tax software
Went to IRS.gov Español, found a Free File company and used their tax software in Spanish (Traditional Free File)
Both by hand and using purchased tax software (for example, TurboTax or TaxAct)
Other, specify
Don’t know
Accountant/tax preparer/someone else prepared my return
[SC, IF S3 = 1]
Q27. Did you have your 2013 federal tax return available when you prepared your 2014 return?
Yes
No
First time filer/Not applicable
Tax Filing
[SC]
Q33. Are you aware that you can file your federal tax return electronically?
1 Yes
2 No
[SC, SKIP IF Q26=3]
Q35. Are you aware that “Free File” options are available on IRS.gov, where taxpayers are re-directed from IRS.gov to a third party’s website to prepare and file their federal return online. This service is offered at no cost to those who qualify.
1 Yes
2 No
[SC, IF XSPANISH = 2 and Q35=yes][SKIP if Q26=5]
Q35s1. Are you aware that IRS Free-File service is also available in Spanish from the Español section of IRS.gov.?
1 Yes
2 No
[ SC]
Q30a. How did you file your 2014 federal tax return in 2015? Was the return:
Sent by U.S. mail or commercial delivery service
Filed electronically (e-file)
Delivered in person
Don’t know
[SC, IF Q30A NOT =4 OR MISSING]
Q31a. In the previous year, how was your 2013 federal tax return filed? Was the return:
Sent by U.S. mail or commercial delivery service
Filed electronically (e-file)
Delivered in person
Don’t know
[SC, IF Q31a DOES NOT EQUAL Q30a, UNLESS Q31a=4]
Q31b. Why did you file [Q30a=1 “by mail”/Q30a=2 “electronically”/Q30a=3 “in person”] this year, but filed [Q31a=1 “by mail”/Q31a=2 “electronically”/Q31a=3 “in person”] last year? (open end)
[MC if ((Q35=YES OR Q35S1=YES (AWARE OF FREE FILE)) AND (Q26 = 1, 2 or 6 (DID NOT USE TRADITIONAL FREE FILE but used methods in 1, 2 or 6)]
Q37. What were the reasons that you did not use “Free File” for your 2014 tax return?
Did not meet the income requirements/my income is too high
Did not understand what Free File is
Instructions too confusing on IRS website
Difficult to use once I am on 3rd party website
Did not have confidence in Free File/trust in Free File
Did not have confidence in security of sending my personal information over the Internet
Could get faster refund from preparer through Refund Anticipation Loan
Option was not offered
Accountant, tax preparer or someone else decided how to file for me
Preferred another method
Free File did not support the forms/schedules I file because my taxes are complicated
Other (specify)______________________________
[SC, GRID – MAKE ALL COLUMNS SAME WIDTH]
Q38. Here are some questions about preparing and filing your return. How satisfied were you with the following:
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[IF S3 = 1 SHOW]
The time you spent completing your federal tax return
The ease of understanding what materials and documents to include with your federal tax return
[IF Q30a=1, 3] The ease of understanding where to send your return
[IF Q26=2, 6] The amount of money you spent to file your federal tax return electronically
[IF Q26=3,4,5] Ease of using Free File through the IRS website
[SC, IF S3 NE 1]
Q39a1. Taking all factors into account, please rate your overall satisfaction with the person who completed your return.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
[SC, IF S3 NE 1]
Q39a2. Taking all factors into account, please rate your overall satisfaction with the filing process (the actual filing task) of your federal return.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
Not applicable/someone else filed my tax return
[SC, IF S3 = 1]
Q39b. Taking all factors into account, please rate your overall satisfaction with preparing and filing your federal return.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
IV. GETTING YOUR REFUND FROM THE IRS
[SC; SKIP IF NONFILER OR s1c=1]
Following are some questions about getting a refund from the IRS for your 2014 federal tax return.
[SC]
Q43a. When you prepared your 2014 federal tax return, did you think you would get a tax refund or that you owed taxes?
Thought I owed taxes
Expected a refund
Neither
Don’t know
[SC]
Q43b. In the end, did you get a refund, owe money or neither?
Got refund
Owed money
Neither
Don’t know
[SC, IF Q43B = 1]
Q46 Have you received your refund for your 2014 tax return yet? If you were expecting a refund, but it was withheld for any reason, please answer “No”.
1 Yes
2 No
3 Applied to prior year balance
4 Applied to 2015 estimated tax
[SC, IF 46 = 1, 2]
Q48. How did you request to receive your refund?
Direct deposit
Paper check
Refund Anticipation Loan (RAL).
Refund Anticipation Check
Prepaid VISA card
Government Savings Bond
[SC, IF Q46=1]
Q48a. How did you receive your refund?
Direct deposit
Paper check
Refund Anticipation Loan (RAL).
Refund Anticipation Check
Prepaid VISA card
Government Savings Bond
[B6-B9 moved here from Banking section in 2015]
[ASK IF Q48 = 2]
QB6: Have you direct deposited your tax refund into a checking or savings account in the past?
Yes
No
[ASK ONLY IF QB6 = 1] [ALSO SKIP IF NON-FILER OR S1C=1]
QB7: Which of the following describes your reason(s) for requesting a paper refund check this year? Check all that apply
I do not have a checking or savings account
Receiving a paper check is easier
I have always received a paper refund check
Receiving your refund via paper check is quicker
I can cash my refund check when and where I choose
My identity was stolen when I tried to direct deposit my refund in the past
I am afraid of becoming an identity theft victim if I direct deposit my refund
I do not like feeling forced to use banking services to access my refund
I requested direct deposit but received a paper check
Other: (Please explain)
[ASK IF QB6 = 2]
QB8: Which of the following describes the reason(s) you have never tried direct deposit as a refund delivery option? Check all that apply
I do not have a checking or savings account
I have never had an interest in direct deposit
I have always received a paper refund check
Receiving a paper check is faster
I like the option of cashing my check when and where I choose
My identity was stolen when I tried to use an electronic refund option in the past
Direct deposit makes people vulnerable to identity theft
I do not like feeling forced to use banking services to access my refund
I do not understand how direct deposit works
I requested direct deposit but received a paper check
Other: (Please explain)
[ASK IF Q48 = 2]
QB9: What is the likelihood of you direct depositing your refund in the future?
Extremely unlikely
Unlikely
Neutral
Likely
Extremely likely
[SC/GRID, IF Q43B = 1 – MAKE ALL COLUMNS SAME WIDTH]
Q50. Please rate your satisfaction with the following aspects of getting your refund from the IRS. How satisfied were you with:
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
Not applicable
The time it took to receive your refund from the IRS
The accuracy of your refund
The IRS’s explanation of any adjustments to your refund
[SC, IF Q43B = 1]
Q51. Taking all factors into account, please rate your satisfaction with getting your refund from the IRS for the 2014 tax season?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
V.ACA
[ASK TO FILERS AND NON-FILERS]
Q82a. Are you aware of the need to report whether or not you have health insurance on your tax return?
Yes
No
[ASK IF YES TO Q82a; ELSE SKIP TO Q82b]
Q82a_1. Did you report whether or not you had health insurance on your 2014 tax return?
Yes
No
Not Sure
Q82b. Are you aware that under the Affordable Care Act, individuals may have to make a payment to the IRS if they do not purchase health insurance?
1 Yes
2 No
[ASK IF YES TO Q82b; ELSE SKIP TO Q82c]
Q82b_1. Did you have to make a payment to the IRS because you did not purchase health insurance on your 2014 tax return?
Yes
No
Not Sure
[ASK IF Q82b = YES]
Q82c. Are you aware that certain circumstances will exempt individuals from the requirement to purchase health insurance?
1 Yes
2 No
[ASK IF YES TO Q82c; ELSE SKIP TO Q82d]
Q82c_1. Did you request an exemption from the requirement to purchase health insurance (Form 8965 Heath Coverage Exemptions)?
Yes
No
Not Sure
Q82d. How would you prefer to get information about the requirement to purchase health insurance? (Please check all that apply.)
1 Health Insurance Marketplace website (www.healthcare.gov)
2 IRS website (www.IRS.gov)
3 Internet websites other than the IRS and Health Insurance Marketplace websites
4 Health Insurance Marketplace phone representatives
5 IRS phone representatives
6 Health insurance company
7 Health insurance agents and brokers
8 Physician
9 Accountant/bookkeeper
10 Tax preparation company
11 Tax Preparation software
12 Direct Mail
13 Other (please specify)
Q82e. How would you prefer to get information about exemptions to the requirement to purchase health insurance? (Please check all that apply.)
1 Health Insurance Marketplace website (www.healthcare.gov)
2 IRS website (www.IRS.gov)
3 Internet websites other than the IRS and Health Insurance Marketplace websites
4 Health Insurance Marketplace phone representatives
5 IRS phone representatives
6 Health insurance company
7 Health insurance agents and brokers
8 Physician
9 Accountant/bookkeeper
10 Tax preparation company
11 Tax Preparation software
12 Direct Mail
13 Other (please specify)
Q83a. Are you aware of the Premium Tax Credit, which is a tax credit designed to help individuals afford health insurance through the Health Insurance Marketplace?
1 Yes
2 No
[ASK IF YES TO Q83a; ELSE SKIP TO Q83b]
Q83a_1. Did you receive Premium Tax Credit assistance to help you afford health insurance (based on Form 8962 Premium Tax Credit)?
Yes
No
Not Sure
[ASK IF Q83a = YES]
Q83b. How did you learn about the Premium Tax Credit? [Prompt for response once if skips, then allow to skip]
[Open End]
[ASK IF Q83a = YES]
Q83c. Are you aware of the option to arrange advance monthly payments of the tax credit from the government to your insurance company to reduce your monthly premium?
1 Yes
2 No
[ASK IF Q83a = YES]
Q83d. Are you aware of the following requirements in order to be eligible for the Premium Tax Credit?
1 – Yes 2 – No
1 Buying health insurance through the Marketplace
2 Not having coverage through an employer or government plan
3 Being within certain income limits
4 Filing a federal income tax return for the year you claim the credit
5 Not filing a Married Filing Separately tax return
6 Not being claimed as a dependent by another person
[ASK IF Q83c = YES]
Q83e. Are you aware that if an individual receives advance payments of the tax credit, it is important to report changes in income or family size to the Marketplace to avoid getting too much or too little credit in advance?
1 Yes
2 No
Q83f. Are you aware that the IRS offers information about the Affordable Care Act provisions on IRS.gov/aca?
1 Yes
2 No
VI. Banking and Scam Questions
QB1: Do you currently have a checking or savings account that you use at least once a month?
Yes, I have used my checking or savings account within the last month
No, I have not used my checking or savings account within the last month
No, I do not currently have a checking or savings account
[ASK IF QB1 = 2]
QB2: How long has it been since you used your checking or savings account?
2 to 6 months
7 to 12 months
Over a year
QB17. Are you aware of the existence of tax scams, postures, or unscrupulous tax preparers?
Yes
No
[ASK IF QB17 = 1]
QB18. Have you obtained information from the IRS about issues relating to tax scams, postures, or unscrupulous tax preparers?
Yes
No
QB19. How would you like to receive information about issues relating to tax scams, postures or unscrupulous tax preparers from the IRS? [check all that apply]
1 TV/Radio/newspaper/flyers
2 IRS.gov or IRS publication
3 Tax software (e.g. TurboTax, TaxCut, TaxAct)
4 Social media (e.g. Facebook, Twitter, YouTube, etc.)
5 IRS2Go App (for smartphones or mobile tablet devices)
6 LinkedIn
7 Email
8 Other (specify)______________________________
VI. OVERALL SATISFACTION: ALL RESPONDENTS
[SECTION ONLY FOR FILERS:]
Overall Satisfaction
[PROMPT, SC, IF XSPANISH = 2]
Q71a. Please rate your overall satisfaction with the Spanish-language assistance you received from the IRS for your 2014 federal taxes.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very Satisfied
[PROMPT, SC]
Q71b. Considering all factors concerning your 2014 federal tax return (including getting information, preparation and filing, and refund or notice issues), please rate your overall satisfaction with the entire 2014 tax filing process.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very Satisfied
[TXT]
Q72. What could the IRS have done to improve your 2014 tax filing process experience? Please comment on IRS service or products rather than tax laws or codes. If you have no suggestions, please enter “None.”
_________________________________________________________________________________
VII. PSYCHOGRAPHIC QUESTIONS
[SC, GRID]
Q73. The next set of questions are opinion questions that give us an indication of taxpayer views on finance and Internet-related issues. Please indicate the extent to which you agree or disagree with each of the following statements. [Rotate list of items]
Strongly disagree
Disagree
Neither agree nor disagree
Agree
Strongly agree
I enjoy doing research on the Internet
Technology is important to me
I perform financial activities (i.e., pay bills, credit cards, insurance, mortgages, etc) on the Internet
I make purchases on the Internet
I feel secure sharing personal financial information over the Internet
I think preparing tax returns should be made easier
I am knowledgeable about U.S. Tax Code (tax laws)
I pay attention to changes proposed or made to U.S. Tax Code which may or may not impact my personal tax situation
I proactively plan for and minimize my tax burden throughout the year by tracking deductible expenses, making purchases to qualify for tax credits, selling investments to offset capital gains, making charitable donations, etc.
I think electronic filing should be free to everyone
I think there should be an alternative tax system to replace the income tax system
I regularly save money
I have an emergency fund/financial safety net
I’m confident in my ability to solve financial problems that come up in my everyday life
I understand how the Affordable Care Act affects me.
VIII. DEMOGRAPHICS: ALL RESPONDENTS
The following few questions are for classification purposes only.
[SC]
D1. Do you have a computer at home?
1 Yes
2 No
[SC]
D1.1 Do you own and use a mobile phone?
1 Yes, regular mobile phone
2 Yes, Smartphone (mobile phone with applications and internet access)
3 No
[MC]
D1.2 Which of the following social media sources do you use? (Check all that apply)
YouTube
Tumblr
Other (specify)______________
None
[SC]
D2.1. How often do you access the Internet, apart from taking surveys ?
Several times a day or more
Once a day
Several times a week
Once a week
Less than once a week
Never
D2.3. Do you have health insurance?
1 Yes
2 No
[ASK IF D2.3 = YES]
D2.4. Through whom do you have health insurance? [CHECK ALL THAT APPLY]
1 Directly from an insurance company
2 Employer-based health insurance plan
3 Health Insurance Marketplace
4 Medicare
5 Medicaid
6 State-specific health insurance plan
7 TRICARE or other military health coverage
8 I don’t know
9 Other
[SC]
D5. What is the highest level of education you have completed?
1 Less than 9th grade
2 9th grade to 12th grade, no diploma
3 High school graduate/GED
4 Some technical/vocational school
5 Technical or vocational school graduate
6 Some college, no degree
7 Associate Degree
8 Bachelor’s Degree
9 Master’s Degree
10 Post-Master’s Degree
[MC]
D6. Do you have any of the following long-term conditions (lasting 6 months or more)? Please select all that apply.
1 Deafness
2 Severe Vision Impairment
3 Severe Hearing Impairment
4 Severe Speech Impairment
5 A condition that substantially limits your physical abilities (such as standing or walking)
6 A condition that limits learning or remembering
7 Some other condition
8 Do not have a long-term condition [SC]
[SC, IF D6 = 1-7]
D6a. Does your disability prevent you from going outside of your home?
1 Yes
2 No
[SC]
D7. What is your employment status?
1 Work full-time
Work part-time
Retired
Full-time student
Unemployed, looking for work
Employed in the home/homemaker (for example, a stay at home parent)
Other
[NUM ENTER DIGITS 0-99, IF D7 = 5]
D7.1 For how many months have you been unemployed and looking for work?
___________ months
[SC]
D8. [FOR FILERS ONLY] Did you report having any dependents on your 2014 tax return?
1 Yes
2 No
[ASK IF D8 = 1]
D2.2. [FOR FILERS ONLY] How many dependents did you claim on your 2014 tax return?
[Enter # between 0 and 25]
[SC]
D9. Which of the following categories best describes your household income before taxes for 2014?
Less than $10,000
$10,000 to less than $15,000
$15,000 to less than $20,000
$20,000 to less than $25,000
$25,000 to less than $35,000
$35,000 to less than $50,000
$50,000 to less than $75,000
$75,000 to less than $100,000
$100,000 to less than $150,000
$150,000 to less than $200,000
$200,000 to less than $1 million
$1 million or more
[SC]
D10.
[SC, IF XSPANISH = 2]
Are you of Hispanic or Latino origin (ethnicity)?
Yes of Hispanic origin
No Not of Hispanic origin
b. What is your race? Please select one or more. Are you… [ACCEPT ALL MULTIPLE ANSWERS.]
White
Black or African American
Asian
Native Hawaiian or other Pacific Islander
American Indian or Alaskan Native
[SC, IF XSPANISH = 2]
D11B. What is your country of origin?
Argentina
Colombia
Cuba
Dominican Republic
Ecuador
El Salvador
Guatemala
Honduras
Mexico
Nicaragua
Peru
Puerto Rico
Spain
United States
Venezuela
Other (Please specify)
IRS W&I
Taxpayer Experience Survey Cognitive Interview Scheduling
March 2016
List 1: English (20 total)
List 2: Spanish (8 total)
Scheduling:
Hello, This is _________ and I’m calling from Pacific Market Research regarding a Research Now eRewards survey. May I please speak to ________________________?
About a week ago you completed a Research Now e-rewards survey in which you agreed to participate in a phone interview to discuss an online survey about taxes. I’m calling to schedule a time for this 20 to 60 minute interview. You will need to have access to a telephone and a computer with internet during the interview. As a token of our appreciation for your time, you will receive $40.
Would any of the following times work for you? {LIST TIMES IN EARLIEST DAYS, THEN LATER DAYS]
OR [Please tell me when you are available the week of _______ during the hours of _____ and _____]
Try multiple times.
If not available:
I’m sorry that we couldn’t find a good time. If we open up more interview slots we may contact you again? Thank you. TERMINATE.
If yes available.
We will need your email address so we can send you the telephone number to call along with a link to access the online survey during the interview.
Email address:
Confirm:
Thank you for participating in this interview. You will receive an email from Lauren Kolojay of Pacific Consulting Group at a “pcgfirm.com” email address in the next few days with more information. [NOTE: if asked the spelling of Lauren’s last name it is Kolodziej.] If you don’t get that email, please call Lauren at 650-223-8222.
Interview Confirmation Email
Hi [NAME],
Thank you for agreeing to participate in this discussion of an online survey about taxes.
You are currently scheduled to participate in the interview on [DATE, TIME]. Prior to this time, I will email you a survey link and a teleconference number. During the interview, you will be reviewing a survey online and talking your way through it.
If your plans change and you are unable to participate at this time, please feel free to contact me to reschedule.
Thank you!
Lauren
Interview Invitation Email
Hi [NAME],
Below is the information for your interview at [TIME] tomorrow.
Step 1: Please call into the following number and enter the attendee access code
Call-in toll-free number (US/Canada): [CONFERENCE PHONE NUMBER]
Attendee access code: [CONFERENCE ACCESS CODE]
Please dial into the number, prior to clicking on the link below.
Step 2: Click on the link below to access the survey
[SURVEY URL]
Please do not click on the survey link until you are on the phone with the interviewer. You will go through the survey while the interviewer is listening.
If you have any issues with either the call-in number or the link, please give me a call at 650-223-8222.
Thank you!
Lauren
After Interview Call for Mailing Information
Hello, this is Lauren calling from Pacific Consulting Group regarding the survey interview you just completed. Please give me the best mailing address for you so we can send you a $40 check as a token of our appreciation. [AFTER GETTING ADDRESS] Thank you so much for your time. You should receive the check within 4 weeks. Please give me a call at 650-223-8222 if you have any questions or concerns. Thank you.
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| Author | 17XHB |
| File Modified | 0000-00-00 |
| File Created | 2021-01-28 |