OMB
Attachments: Participant Screener and Reminder Phone Script for
2017 W&I Taxpayer Experience Survey Cognitive Interviews
followed by Questionnaire and Cognitive Interview Script
Recruitment:
Recruit 20 English-speaking participants
Recruit 8 Spanish-speaking participants
Participants must be at least 18 years old. Recruit approximately 5 from each age group for the English speakers and a mix for the Spanish speakers:
18 to 33
34 to 44
45 to 63
65 and older
Recruit a mix of participants by:
Gender
Geographic location
Education (high school or less, some college, college degree (BA/BS or above))
Filing status
Tax preparation method
Race/ethnicity
. Are you of Hispanic or Latino origin (ethnicity)?
Yes
No
2. What is your race? Please select one or more. Are you…
- White
- Black or African American
- Asian
- Native Hawaiian or other Pacific Islander
- American Indian or Alaskan Native
Each interview will be 60 minutes
Incentive:
$40 paid to each interview participant
Hello, my name is ___________. I am calling on behalf of ICF, a research and consulting firm in the Washington DC area. We are working with the Internal Revenue Service (IRS) to develop a survey that will obtain feedback on taxpayers’ satisfaction and experiences. We are seeking participants for 60-minute telephone interviews where we will ask for your feedback on the survey questions. We are offering a $40 incentive in appreciation for your time.
[IF RESPONDENT IS CONCERNED ABOUT PRIVACY: Our contract with the IRS specifically prohibits us from revealing their name or any information about them to the IRS or anyone else. Participation in this interview will not affect your taxes or filing status].
Are you at least 18 years old and interested in participating?
1 Yes [CONTINUE]
2 No [TERMINATE: Thank you for your time. Have a wonderful day.]
Qualifying Questions
I just need to ask some questions to confirm that you qualify for this interview. Your answers to these questions will be held private to the extent allowed by law, meaning we will not provide your name or any identifying information to the IRS.
Did you or your spouse file a Federal Income Tax Return in 2017 for income earned in 2016?
1 Yes [SKIP TO Q3]
2 No
Did you not file a federal income tax return in 2017 for 2016 taxes because you…
1 Got an extension [SKIP TO Q6]
2 Were under the income limit for filing [TERMINATE: READ TERMINATION TEXT]
3 Were a dependent on someone else's tax return [TERMINATE: READ TERMINATION TEXT]
4 Something else [TERMINATE: READ TERMINATION TEXT]
5 Not sure [TERMINATE: READ TERMINATION TEXT]
Would you say that you are most familiar with the preparation and filing of your 2016 federal income tax return?
1 Yes, most familiar
2 Equally familiar
3 Not most/equally familiar [TERMINATE: READ TERMINATION TEXT]
Who prepared your taxes?
1 I myself (with or without software)
2 A friend or family member (relative)
3 The IRS
4 A volunteer preparer from a community organization (do not count a tax software company’s promotional events)
5 An independent accountant/CPA
6 Tax Preparation business such as H&R Block or Jackson Hewitt
7 Other paid professional
8 Someone else
9 Don’t know [TERMINATE: READ TERMINATION TEXT]
Which of the following was the filing status you used on your 2016 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: READ TERMINATION TEXT]
FOR QUESTIONS 6-10, RECRUIT A MIX OF INDIVIDUALS
Into which of the following categories does your age fall?
1 18 to 33
2 34 to 44
3 45 to 63
4 65 and older
99 REFUSED
What is your highest completed level of education?
1 Some High School
2 High School Diploma/GED
3 Some College or Associate’s Degree
4 Bachelor’s Degree
5 Graduate or Professional Degree (for example, M.D., J.D.)
99 REFUSED
So that we can be sure that all backgrounds are represented, could you please tell me the race and ethnic origin you identify with? [ACCEPT MULTIPLE RESPONSES]
1 White
2 Black or African American
3 Asian
4 Native Hawaiian or other Pacific Islander
5 American Indian or Alaska Native
99 REFUSED
Are you of Hispanic or Latino origin?
1 Yes
2 No
99 REFUSED
RECORD GENDER—DO NOT ASK UNLESS UNABLE TO DETERMINE]
1 FEMALE
2 MALE
99 REFUSED
Invitation
Thank you for answering our questions. Based on your responses, we would like to invite you to participate in an interview. We will provide everything that you need to participate. Your participation is completely voluntary.
Are you willing to participate?
1 YES [READ WELCOME TEXT]
2 NO [TERMINATE: Thank you for your time. Have a wonderful day.]
Welcome Text
I’m glad that you will be able to participate! We will provide you with a $40 stipend for your time. When are you available to participate? [ARRANGE A TIME TO CALL PARTICIPANT DURING AVAILABLE INTERVIEW TIME SLOTS.]
[RECORD APPOINTMENT DATE AND TIME]
Let me give you the telephone number to call in to. Do you have a pen and paper?
The call-in number is xxx-xxx-xxxx, and the passcode is xxxxxxx. If you are calling from a landline and need to use a toll-free number instead, you can call 1-xxx-xxx-xxxx.
We are only inviting a few people, so if for some reason you are unable to participate, it’s very important that you notify us as soon as possible so we can find someone else to take your place. If for some reason you are unable to participate, please call [RECRUITER CONTACT AND PHONE].
We will call to remind you the day before the interview is scheduled. Is [PHONE NUMBER] the best number to reach you?
YES
NO: RECORD NEW NUMBER
Thank you for this information. Lastly, we are required by law to report to you the Office of Management and Budget Control Number for this public information request, which is 1545-1349. If you like, I can give you a name and address where you can send comments and questions regarding these time estimates or suggestions for making this process simpler.
[IF REQUESTED: Please write to:
IRS Special Services Section,
1111 Constitution Avenue, NW,
SE:W:CAR:MP:T:M:S - Room 6129,
Washington, DC 20224.]
Do you have any questions?
Great! Thank you for your time and we look forward to speaking with you.
Termination Text
Thank you very much for your time, and thank you for answering our questions. Unfortunately, based on the interview requirements, we cannot extend you an invitation. Have a good day.
Reminder Phone Script
[TO BE USED NO MORE THAN 24 HOURS PRIOR TO THE INTERVIEW. IF PARTICIPANT IS NOT AVAILABLE, LEAVE VOICE MAIL MESSAGE.]
Hello, may I speak to [INSERT NAME]? Hi, my name is _________ and I work for ICF. I’m calling to remind you about the interview you agreed to participate in tomorrow at [INSERT TIME]. Are you still able to participate?
Great! We look forward to talking with you tomorrow.
As a reminder, the call-in number is xxx-xxx-xxxx and the passcode is xxxxx.
W&I Taxpayer Experience Survey 2017
Cognitive Interview Questions
Thank you very much for agreeing to participate in this interview. I want to start out by introducing myself: my name is _____ and I work for a research company called ICF, which is located near Washington, D.C. I am not an employee of the IRS.
My company has been hired by the IRS to conduct telephone interviews with taxpayers such as yourself. We are interested in finding out how people understand and interpret questions in an IRS customer satisfaction survey. Your responses will help the IRS reduce the burden on the average taxpayer when preparing and filing your taxes. We want to know if the way the questions are worded and the answer choices provided make sense to you. We also want to make sure that the instructions for the survey are clear and make sense.
I am going to ask you some questions and invite you to give your interpretation, thoughts, and opinions. Please remember that there is no right or wrong answers; we are most interested in your honest responses and reactions to the questions. That will help the most in any steps that are taken after these interviews.
Before we begin, I’d like to go over the informed consent and some basic ground rules for our discussion today…
INTERVIEWER: Read Informed Consent to participant and obtain verbal consent to participate.
INTERVIEWER, IF APPLICABLE: We also have additional team members observing via a conference line.
I want to remind you that your participation in this interview is completely voluntary and we will not be using any of your answers to the survey questions. If, at any point during the interview you wish to stop, you may do so. We greatly appreciate any feedback you have to offer us. Please speak loudly and clearly so that our microphones can pick up your voice.
Do you have any questions?
Yes
No
Are you ready to begin the interview?
Yes
No
INTERVIEWER: If respondent answers yes, proceed to start the interviews.
This is a national survey that will be administered online and over the phone. During this discussion I am going to guide you through the survey. As you answer the questions, please think out loud – whatever comes to mind, please be sure to say it to me. After answering each question, I will ask you a few questions about how you arrived at your answer and what, if anything made the question unclear. I might ask you to help me think of ways to improve a question or a set of answer categories. If at any point you have something to say about a question or the answer choices please do not hesitate to tell me.
I know it can feel strange to think out loud as you work through the questions, so let’s start with a practice. I’m going to read you the question, and I want you to think out loud as you come to the answer.
Q: How many shoes do you own?
Probe: How did you come to that answer? What were you thinking?
Probe: Did you count the number of shoes, or did you count the pairs of shoes?
Probe: Did you include slippers?
You did great! Now let’s begin…
W&I Taxpayer Experience Survey 2017
//ASK ALL//
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, ICF. 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 ICF at 1-301-572-0550.
The OMB Control Number for this study is 1545-1349. 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, Special Services Section, 1111 Constitution Ave. NW, SE:W:CAR:MP:T:M:S—Room 6129, Washington, DC 20224.
Thank you in advance for your participation!
//IF XPANISH=2//
S1. What language do you usually speak at home?
1 Only Spanish
2 More Spanish than English
3 Both Spanish and English equally [TERMINATE]
4 More English than Spanish [TERMINATE]
5 Only English [TERMINATE]
6 Neither Spanish nor English [TERMINATE]
//ASK ALL//
S1e. Would you say you can carry on a conversation in English, both understanding and speaking, very well, well, not well, or not at all?
Very well [Spanish only TERMINATE if S1 = 1 or 2]
Well [Spanish only TERMINATE if S1 = 1 or 2]
Not well
Not at all
//ASK ALL//
S1f. Would you say you can read a newspaper or book in English very well, well, not well, or not at all?
Very well [Spanish only TERMINATE if S1e = 1 or 2]
Well [Spanish only TERMINATE if S1e = 1 or 2]
Not well
Not at all
[PROGRAMMING: ENSURE CORRECT LANGUAGE OFFERED TO RESPONDENTS BASED ON PANEL DATA]
1 English
2 Spanish
[TERMINATE IF SKIPPED]
S1a. Did you or your spouse file a Federal Income Tax Return in 2017 for income earned in 2016?
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 2017 for 2016 taxes because you…
1 Got an extension
2 Were under the income limit for filing [TERMINATE]
3 Were a dependent on someone else's tax return [TERMINATE]
4 Something else (Specify)____________________ [TERMINATE]
5 Not sure [TERMINATE]
6 Did file federal tax return
[IF S1c = 2 thru 5, TERMINATE]
S1c=1 SKIP TO Q1
[TERMINATE IF SKIPPED]
S2. Would you say that you are most familiar with the preparation and filing of your 2016 federal income tax return?
1 Yes, most familiar
2 Equally familiar
3 Not most/equally familiar [TERMINATE]
[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
Other paid professional [IF XSPANISH = 2, SHOW ‘Notario’]
Someone else
Don’t know [TERMINATE]
[TERMINATE IF SKIPPED]
S4. Which of the following was the filing status you used on your 2016 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 2016 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]
I. AWARENESS AND IRS INTERACTIONS IN PAST 12 MONTHS
AWARENESS
//ASK ALL//
Q1. 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.
|
Yes (1) |
No (2) |
Q1a. Calling an IRS Toll-Free Line |
|
|
Q1b. Visiting a local IRS office (Taxpayer Assitance Center, walk in Center) |
|
|
Q1c. Visiting the IRS website (www.IRS.gov) |
|
|
Q1d. Sending regular mail to the IRS |
|
|
Q1e. Emailing the IRS |
|
|
Q1f. Getting help from a volunteer tax preparer from a community organization |
|
|
Q1g. Using IRS2Go App (for smarphone or tablet mobile device) |
|
|
Follow up questions:
|
//ASK IF Q1b=1//
Q1b_1. Are you aware that some local walk-in offices require an appointment for service?
Yes
No
//ASK ALL//
Q2. Are you aware that the IRS provides some general tax information via the following social media channels?
|
Yes (1) |
No (2) |
Q2a. IRS videos on YouTube |
|
|
Q2b. IRS tweets on Twitter |
|
|
Q2c. IRS posts on Facebook |
|
|
Q2d. IRS posts on Tumblr |
|
|
//ASK IF ANY Q2a-Q2d=1//
//SHOW ONLY Q2a-Q2d Responses=1//
Q3. Have you looked for general tax information via the following social media channels provided by the IRS?
|
Yes (1) |
No (2) |
Q3a. IRS videos on YouTube |
|
|
Q3b. IRS tweets on Twitter |
|
|
Q3c. IRS posts on Facebook |
|
|
Q3d. IRS posts on Tumblr |
|
|
Follow up questions:
|
//PROGRAMMER: ROTATE LIST//
Q4. Which of the following IRS.gov (online) services/tools are you aware of?
|
Yes (1) |
No (2) |
Q4a. Electronic Federal Tax Payment System (EFTPS) (allows taxpayers to transmit regular tax payments electronically) |
|
|
Q4b. Use Direct Pay (pay money you ow the IRS securely directly from your bank account for free) |
|
|
Q4d. Use a third party payment system from irs.gov (debit or credit card with a fee) |
|
|
Q4e. Electronic Filing PIN Request (to get a PIN to use to “sign” your tax return when you file it electronically) |
|
|
Q4d. 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) |
|
|
Q4e. IP PIN (Identity Protection Personal Identiication Number) a unique number from the IRS used for identity theft protoection |
|
|
Q4f. IRS Withholding Calculator (helps you determine the number of withholdings you ask your employer to take on your W-4) |
|
|
Q4g. Online Employer Identification Number (EIN) (online application to receive an EIN) |
|
|
Q4h. Online Payment Agreement (OPA) (online application for an installment agreement) |
|
|
Q4i. Tax Exempt Charity Search (online search for tax exempt organizations) |
|
|
Q4j. 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) |
|
|
Q4k. Where’s My Reund? (check the status of your refund) |
|
|
Q4l. Where’s My Amended Return? (check the status of your amended return [1040X]) |
|
|
Q4m. Get Transcript Online (online downloading of transcript or prior year return) |
|
|
Q4n. Get Transcripts by Mail (online ordering of transcript or prior year return sent to you in the mail) |
|
|
Q4o. EITC Assistant (helps taxpayers determine Earned Income Tax Credit Eligibility) |
|
|
Q4p. Directory of Tax Return Preparers (find preparers in your area who hold professional credentials recognized by the IRS) |
|
|
Follow up questions:
|
//ASK IF ANY Q4a-Q4p=1//
//PROGRAMMER: ONLY DISPLAY OPTIONS FROM Q4a-Q4p=1//
Q5. Which of the following services/tools on the IRS website did you use during the 2017 filing season?
|
Yes (1) |
No (2) |
Q5a. Electronic Federal Tax Payment System (EFTPS) (allows taxpayers to transmit regular tax payments electronically) |
|
|
Q5b. Use Direct Pay (pay money you ow the IRS securely directly from your bank account for free) |
|
|
Q5d. Use a third party payment system from irs.gov (debit or credit card with a fee) |
|
|
Q5e. Electronic Filing PIN Request (to get a PIN to use to “sign” your tax return when you file it electronically) |
|
|
Q5d. 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) |
|
|
Q5e. IP PIN (Identity Protection Personal Identiication Number) a unique number from the IRS used for identity theft protoection |
|
|
Q5f. IRS Withholding Calculator (helps you determine the number of withholdings you ask your employer to take on your W-4) |
|
|
Q5g. Online Employer Identification Number (EIN) (online application to receive an EIN) |
|
|
Q5h. Online Payment Agreement (OPA) (online application for an installment agreement) |
|
|
Q5i. Tax Exempt Charity Search (online search for tax exempt organizations) |
|
|
Q5j. 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) |
|
|
Q5k. Where’s My Reund? (check the status of your refund) |
|
|
Q5l. Where’s My Amended Return? (check the status of your amended return [1040X]) |
|
|
Q5m. Get Transcript Online (online downloading of transcript or prior year return) |
|
|
Q5n. Get Transcripts by Mail (online ordering of transcript or prior year return sent to you in the mail) |
|
|
Q5o. EITC Assistant (helps taxpayers determine Earned Income Tax Credit Eligibility) |
|
|
Q5p. Directory of Tax Return Preparers (find preparers in your area who hold professional credentials recognized by the IRS) |
|
|
//ASK IF Q5a=1//
Q5ab. What type of payment was made through EFTPS?
One-time payment to the IRS filed with your return
One-time payment to the IRS not filed with your return
Installment Agreement Payments
Quarterly Estimated Payments
Other, specify:__________
//ASK IF Q5h=1//
Q5hb. What type of payment was made through an Online Payment Agreement?
One-time set up fee
Installment Agreement Payments
Other, specify:__________
//ASK IF Q5b=1//
Q5bb. What type of payment was made through Direct Pay?
One-time payment to the IRS filed with your return
One-time payment to the IRS not filed with your return
Installment Agreement Payments
Quarterly Estimated Payments
Other, specify:__________
Follow up questions:
|
//ASK IF XSPANISH=2//
Q6. 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?
|
Yes (1) |
No (2) |
Q6a. Calling an IRS Toll-Free line and getting assistance in Spanish |
|
|
Q6b. Visiting a local IRS office (Taxpayer Assistance Center, walk-in center) and getting assistance in Spanish |
|
|
Q6c. Visiting the Espanol section of the IRS website |
|
|
Q6d. Sending regular mail to the IRS in Spanish |
|
|
Q6e. Spanish speaking volunteer preparers from a community organization |
|
|
Q6f. Where’s My Refund |
|
|
Q6g. Using IRS2Go App (for smartphone or tablet mobile device) |
|
|
Follow up questions:
|
//ASK ALL//
Q7. Did you receive a letter (also referred to as notice) in the mail from the IRS...?
|
Yes (1) |
No (2) |
Not Sure (96) |
Q7a. Within the past 12 months |
|
|
|
Q7b. 1-2 years ago |
|
|
|
Q7c. 3-5 years ago |
|
|
|
Q7d. More than 5 years ago |
|
|
|
//ASK IF ANY Q7a-Q7d=1//
//MUL=4//
Q7a. Did your most recent notice…?
1 Indicate that you had a potential error on your return
2 Indicate that you owed money
3 Provide information about your tax account
4 Other, specify ___________
Follow up questions:
|
//ASK IF ANY Q1a-Q1e=1 OR ANY Q6a-Q6d=1//
INTRO1. 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’]
//ASK IF ANY Q1a-Q1e=1 OR ANY Q6a-Q6d=1//
Q8. 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
//PROGRAMMER: ONLY DISPLAY OPTIONS THAT MEET EACH SPECIFIC REQUIREMENT//
|
|
YES (1) |
NO (2) |
//IF Q1A=1 OR Q6a=1// |
Q8a. Called an IRS Toll-Free Line |
|
|
//IF Q1a=1 OR Q1b=1 OR Q6a=1 OR Q6b=1// |
Q8h. Called an IRS Toll-Free line to make an appointment to visit a local IRS office |
|
|
//IF Q1b=1 or Q6b=1// |
Q8b. Visited a local IRS office (Taxpayer Assistance Center, walk-in center) |
|
|
//IF Q1c=1 OR Q6c=1// |
Q8c. Visited the IRS website to obtain specific information. .Please do not count casual browsing. |
|
|
//IF Q1d=1 OR Q6d=1// |
Q8d. Contacted the IRS through regular mail |
|
|
//IF Q1e=1// |
Q8e. Email the IRS |
|
|
//IF Q1f=1 OR Q6e=1// |
Q8f. Got help from a volunteer tax preparer from a community organization |
|
|
//IF Q1f=1// |
Q8g. Used the IRS2Go App (for smartphone or tablet mobile device) |
|
|
Follow up questions:
|
//ASK IF ALL Q8a-Q8h=2//
//IF Q9p IS SELECTED AND BLANK, PROMPT ONCE//
Q9. In the past 12 months, did you need assistance with any of the following tax related issues?
|
Yes (1) |
No (2) |
Q9a. Get a form or publication |
|
|
Q9b. Get transcripts or prior year tax return information |
|
|
Q9c. Get tax law information while preparing my return such as information on withholding, dependents, deductions, or tax credits |
|
|
Q9d. 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. |
|
|
Q9e. Get help making tax-related calculations(e.g., calculating withholdings, calculating sales tax deductions, determining Earned Income Tax Credit (EITC) eligibility) |
|
|
Q9f 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. |
|
|
Q9g. 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) |
|
|
Q9h. Get information or assistance related to identity theft |
|
|
Q9i. Obtain an IP PIN (Identity Protection Personal Identification Number) a unique number from the IRS used for identity theft protection |
|
|
Q9j. File a tax return or form |
|
|
Q9k. Make a payment |
|
|
Q9l. Get information about making payments |
|
|
Q9m. Get information about a refund |
|
|
Q9n. Obtain Individual or Employer Tax ID (ITIN, EIN) |
|
|
Q9o. Get information about the Affordable Care Act (the Healthcare law) |
|
|
Q9p. Other, please specify |
|
|
//ASK IF Q9e=1//
Q9e1. Did you need help for any of the following issues?
|
Yes (1) |
No (2) |
Q9e1a. Find out if you are eligible for EITC |
|
|
Q9e1b. Determine if your child/children meet the tests for a qualifying child |
|
|
Q9e1c. Estimate the amount of your EITC credit |
|
|
//ASK IF Q9b=1//
Q9b1. Why did you need to obtain a transcript?
Apply for a mortgage
Prequalify for a mortgage
Apply for business loan
Apply for some other line of credit (credit card, personal loan, etc.)
Apply for student loans (FAFSA)
File for bankruptcy
Provide to United States Citizenship and Immigration Services (USCIS)
Employment
Personal records
File, re-file, or amend a tax return
Other _________________
Follow up questions:
|
//ASK IF ANY Q9a-Q9p=1//
//PROGRAMMER: RANDOMLY SELECT UP TO 3 Q9a-Q9p=1 RESPONSES, GIVING PREFERENCE TO Q9h, Q9i, and Q9o//
//PROGRAMMER: CYCLE THROUGH Q10A_X and Q10B_X FOR EACH OF THE 3 SELECTED Q9a-Q9p RESPONSE OPTIONS//
Q10a_X. What was the first information source you used in order to [INSERT Q9 RESPONSE OPTION]?
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) __________
//ASK IF ANY Q9a-Q9p=1//
//PROGRAMMER: ROTATE LIST//
//MUL=9//
Q10b_x. What reasons best describe why you didn’t contact the IRS about this issue
1 I did not need to contact the IRS/I could handle the issue on my own
2 I got help from my tax software
3 I got help from a friend or family member
4 I got help from my tax preparer/accountant/lawyer
5 I don’t know how to contact the IRS
6 It’s hard to contact the IRS
7 I don’t trust the IRS to act in my best interest (fair enforcement)
8 I don’t trust the IRS to help me understand my issue
9 I don’t understand my issue well enough to work with the IRS alone
Follow up questions:
|
[PROGRAMMING: SKIP TO Q25 IF ALL Q2a thru Q2h is not yes (all are no)]
ALL QUESTIONS IN THE LOOP are required. (Q16 to Q16F)
//ASK IF NOT ALL Q8a –Q8h=2//
Q11. 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?
|
Yes (1) |
No Answer (Hidden) |
Q16a. Get a form or publication |
|
|
Q16b.Get transcripts online or by mail |
|
|
Q16c. Get help with tax law while preparing my return such as information on withholding, dependents, deductions, or tax credits |
|
|
Q16d. 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 |
|
|
Q16e. Get help making tax-related calculations |
|
|
Q16f. 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 |
|
|
Q16g. 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) |
|
|
Q16h. Get information or assistance related to identity theft |
|
|
Q16i. Obtain an IP PIN (Identity Protection Personal Identification Number) a unique number from the IRS used for identity theft protection |
|
|
Q16j. File a tax return or form |
|
|
Q16k. Make a payment |
|
|
Q16l. Get information about making payments |
|
|
Q16m. Get information about a refund |
|
|
Q16n. Obtain Individual or Employer Tax ID (ITIN, EIN) |
|
|
Q16o. Get information about the Affordable Care Act (the Healthcare law) |
|
|
Q16p. Other, specify [if “Other” selected and nothing entered in blank, prompt once] [include in loop] |
|
|
Follow up questions:
|
//BEGIN REASONS LOOP – A MAXIMUM OF THREE (3) REASONS (Q16a-Q16p) WILL PROCEED THROUGH THE FOLLOWING CHANNEL EXPERIENCE LOOP.//
//PROGRAMMER: If a respondent selects more than 3 reasons (Q16a-Q16p=1): Initial Preference is given to: Q16o. Second preference to ID theft (Q16h) and IP PIN (Q16i). After this initial selection, then the REASON (Q16a-Q16p) with the fewest “Yes” responses should be selected, until there are three total reasons//
//ASK IF Q16n=1//
//MUL=3//
Q16na. What service did you expect the IRS to provide regarding the Affordable Care Act? Please select all that apply.
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 Q16n=1//
//MUL=12//
Q16nb. For which of the following reasons did you contact the IRS about the Affordable Care Act?
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 the Health Insurance Marketplace
5 To learn about Form 1095-A, 1095-B or 1095-C
6 To learn about making a payment (known as the Individual Shared Responsibility Payment) to the IRS if individuals do not purchase health insurance
7 To learn about exemptions from the requirement to purchase health insurance
8 I received a notice regarding advance payments of the Premium Tax Credit
9 I received a notice regarding the Shared Responsibility Payment
10 I received a notice that I may be eligible for an exemption from the coverage requirement
11 I received a notice regarding another issue related to the Premium Tax Credit
12 Other
Follow up questions:
|
//ASK IF Q16h=1//
//MUL=4//
Q16ha. What service did you expect the IRS to provide regarding identity theft? Please select all that apply.
1 How to report identity theft to the IRS
2 Tips on keeping my tax records safe
3 How to determine if my tax account was affected by identity theft
4 Other, specify_________________
//ASK IF Q16h=1 OR Q16i=1//
Q16ib. 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 Q16ib=1//
Q16ic. 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 Q16ib=1//
Q16id. Did you have any issue using your IP PIN that caused you to contact the IRS?
1 Yes
2 No
//ASK IF Q16id=1//
Q16ie. Please describe the issue that caused you to contact the IRS.
1 Misplaced IP PIN
2 Theft of IP PIN
3 Failed online account login/forgot my password
4 Failed to authenticate my identity
5 Other, specify_________________
Follow up questions:
|
//ASK IF Q16F=1//
Q16fa. What was your most recent notice about?
Filing issue
Error on return
Payment
Refund issue
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
//ASK IF Q16fa=1//
Q16fb. 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)
//ASK IF Q16fa=2//
Q16fd. 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 advance payments of the Premium Tax Credit
Claimed a credit for which I didn’t qualify
Other (specify)
//ASK IF Q16fa=2//
Q16fe. Did this result in a refund or you owing money to the IRS?
Refund
Owed money to IRS
No change
//ASK IF Q16fa=3,4//
Q16ff. 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
My refund was being held
My refund was used to pay a tax debt from a prior year
Received additional / larger refund
Other (specify)
Follow up questions:
|
//ASK IF Q16fd=2//
Q16ka. 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
Follow up questions:
|
//ASK IF Q16k=1//
Q16kb. What type of payment was made?
One-time payment to the IRS filed with your return
One-time payment to the IRS not filed with your return
Installment Agreement Payments
Quarterly Estimated Payments
Other, specify:
Follow up questions:
|
//PROGRAMMER: Cyle through Q17_x- Q22b_x 3 times to select 1st, 2nd, and third reasons//
Q17_x. What was the [first/second/third] information source you used in order to [INSERT from Q16]?
|
Yes (1) |
NO Answer (Hidden) |
Q17a_x. IRS forms and instruction booklets |
|
|
Q17b_x. IRS Website (www.IRS.gov) |
|
|
Q17c_x.Visited Healthcare.gov |
|
|
Q17d_x. IRS2GO App |
|
|
Q17e_x. IRS Social Media (e.g., Facebook, YouTube, Twitter, Tumblr) |
|
|
Q17f_x. IRS Tax Assistance Center (walk-in sites) |
|
|
Q17g_x. Automated IRS phone system |
|
|
Q17h_x. IRS phone representative |
|
|
Q17i_x. IRS phone representative to make an in-person appointment at a Tax Assistance Center |
|
|
Q17j_x. Email with the IRS |
|
|
Q17k_x. Written correspondence through mail with the IRS |
|
|
Q17l_x. A friend or family member |
|
|
Q17m_x. Volunteer tax preparation site |
|
|
Q17n_x.Tax preparation company |
|
|
Q17o_x. A tax professional |
|
|
Q17p_x. Accountant/bookkeeper |
|
|
Q17q_x. Non-IRS book or publication |
|
|
Q17r_x. Non-IRS Website |
|
|
Q17s_x. Non-IRS Social Media |
|
|
Q17t_x.Tax software |
|
|
Q17u_x. Other (please specify) |
|
|
Follow up questions:
|
CHANNEL EXPERIENCE
Toll –Free Section
//ASK IF XSPANISH=2//
Q18_x. Have you called the IRS Español Toll-Free Line?
Yes (Continue)
No
//ASK IF Q17h_x=1 OR Q17i_x=1//
Q18a_x. Did you hang up before speaking with an IRS representative?
1 Yes
2 No
//ASK IF Q18a_x=1//
//MUL=7//
Q18ab_x. 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 IF Q18ab_x NE 3//
Q18ac_x. Were you transferred more than once when you called?
1 Yes
2 No
3 Don’t know/Not sure
//ASK IF Q17h_x=1 OR Q17i_x=1 AND Q18a_x=2//
Q18b_x. Did the representative try to resolve your issue over the phone so you wouldn’t have to make an appointment?
1 Yes
2 No
3 Not sure
//ASK IF Q17h_x=1 OR Q17i_x=1 AND Q18b_x=1
Q18ba_x. Was the issue resolved over the phone?
1 Yes
2 No
3 Not sure
//ASK IF Q17h_x=1 or Q17i_x=1//
Q18c_x. Did you end up scheduling an appointment over the phone?
1 Yes
2 No
3 Not sure
//ASK IF Q17h_x=1 OR Q17i_x=1 AND Q18c_x=1//
Q18ca_x. Did you visit the IRS office at your scheduled appointment time?
1 Yes
2 No
3 Not yet, appointment is scheduled for a future date
4 Not sure
Follow up questions:
|
//ASK IF Q18a=2 AND Q17i_x=1 AND Q18b_x=1//
Q18d. How well did you understand the information that was provided to you when you called the IRS toll-free line?
Not at all
Not very well
Somewhat
Very well
//ASK IF Q18a=2 AND Q17i_x=1 AND Q18b_x=1//
Q18e. Were all of your questions answered when you called the IRS toll-free line?
Yes
No
//ASK IF Q17i=1 AND Q18ca_x=1//
Q18f. How well did you understand the information that was provided to you at the local IRS office?
Not at all
Not very well
Somewhat
Very well
//ASK IF Q17i=1 AND Q18ca_x=1//
Q18g. Were all of your questions answered during your visit?
Yes
No
Follow up questions:
|
//ASK IF Q17f_x=1//
Q19a_x. How well did you understand the information that was provided to you at the local IRS office?
Not at all
Not very well
Somewhat
Very well
//ASK IF Q17f_x=1//
Q19b_x. Were all of your questions answered during your visit?
Yes
No
//ASK IF XSPANISH=2//
Q19c_x. Did you need assistance in Spanish when you visited a local IRS office (Taxpayer Assistance Center, walk-in center)?
1 Yes
2 No
//ASK IF Q19c_x=1//
Q19ca_x. Did you receive assistance in Spanish?
1 Yes
2 No
//ASK IF Q17b_x=1 AND XSPANISH=2//
Q20_x. 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
//ASK IF XPANISH=2 AND Q20_x=3//
Q20a_x. Which language section of the IRS website did you use more?
Español
English
About the same
//ASK IF XSPANISH=2 AND Q20_x=2//
//MUL=4//
Q20b_x. What were the reasons you have not used the Español section of the IRS website?
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)____________________________
Follow up questions:
|
//ASK IF Q17b_x=1 AND XSPANISH=2//
Q20c_x. Did you find the information you were looking for?
Yes
No
Partially
//ASK IF Q20c_x=1 OR 3//
Q20d_x. How well did you understand the information?
Not at all
Not very well
Somewhat
Very well
//ASK IF Q20c_x=2//
Q20e_x. If you didn't find what you were looking for, what specific type of information were you
trying to find?
Please specify _____________________________________________________________________
//ASK IF Q17j_x=1//
Q21. 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
//ASK IF Q17j_x=1//
Q21a_x. Were all of your questions answered through mailing to IRS?
Yes
No
In process
Follow up questions:
|
//ASK IF Q17j_x=1//
Q21_x.b. What was the reason that [from Q17] was your [first/second/third] choice in your effort to [from Q16]?
_________________
//ASK IF Q17_x = NOT BLANK//
Q22_x. Did the [from Q17] resolve [from 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 Q22_x=3//
Q22a._x. Why did you leave [Q16] unresolved without going to another source? (open end) [GO TO Q16e]
//ASK IF Q22_x=2//
Q22b_x. How did you resolve [Q16]?
//ASK IF ??//
Q22c_x. 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 (1) |
Dissatisfied (2) |
Neither satisfied nor dissatisfied (Neutral) (3) |
Satisfied (4) |
Very Satisfied (5) |
Not Applicable (6) |
Q22ca_x. The time it took to resolve your issue |
|
|
|
|
|
|
Q22cb_x. The number of steps needed to obtain information you sought. |
|
|
|
|
|
|
Q22cc_x.The accuracy of the information you received |
|
|
|
|
|
|
Q22cd_x.The clarity of the information you received |
|
|
|
|
|
|
//CYLE BACK THROUGH Q17_x-Q22b_x//
//PROGRAMMER: ONLY COMPLETE Q17_X - Q22b_x 3 TIMES//
//ASK IF Q8a=2 AND Q8b=2//
//MUL=8//
Q23. 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)
Follow up questions:
|
[SC, If yes to 2a, b, c, d, e, F, G, H]
//ASK IF Q8a=1 OR Q8b=1 OR Q8c=1 OR Q8d=1 OR Q8e=1 OR Q8f=1 or Q8g=1 or Q8h=1//
Q24. Did you contact the IRS for any other reasons you have not mentioned?
Yes
No
//ASK IF Q24=1//
Q24a. What other reasons?________________________________________
[PHONE ONLY ADD QUESTION]
//ASK ALL//
Q24b. Would you use the internet for any tax related activities such as getting a form, getting tax law information, or making a payment?
Yes
No [SKIP Q25]
Follow up questions:
|
//ASK IF Q24=1//
Q25. 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?
|
Very Unlikely (1) |
Somewhat Unlikely (2) |
Neither Unlikely nor Likely (3) |
Somewhat Likely (4) |
Very Likely (5) |
Q25a. Get an IRS form or publication |
|
|
|
|
|
Q25b. Get information about completing a tax form |
|
|
|
|
|
Q25c. Find an answer to a tax law question |
|
|
|
|
|
Q25d. Determine my eligibility for a tax benefit or whether certain requirements apply to me |
|
|
|
|
|
Q25e. Get help making tax-related calculations. |
|
|
|
|
|
Q25f. Get help preparing a tax return or form |
|
|
|
|
|
Q25g. File a tax return or form |
|
|
|
|
|
Q25h. Set up a payment plan |
|
|
|
|
|
Q25i. Make a payment |
|
|
|
|
|
Q25j. Get information about a refund |
|
|
|
|
|
Q25k. Respond to a notice or letter received from the IRS |
|
|
|
|
|
Q25l. Get a transcript or prior year tax return information |
|
|
|
|
|
Q25m. Get information about the Affordable Care Act (the healthcare law) |
|
|
|
|
|
Q25n. Get information about tax credits such as EITC, child tax credit and education credit. |
|
|
|
|
|
Q25o. Sign up for an IP PIN (Identity Protection Personal Identification Number) a unique number from the IRS used for identity theft protection |
|
|
|
|
|
Q25p. Something else (specify) |
|
|
|
|
|
[PHONE ONLY ADD QUESTION:]
//ASK ALL//
Q26. Would you use a smartphone app for any tax related activities such as getting a form, getting tax law information, or making a payment?
Yes
No [SKIP Q14b]
//ASK IF Q26=1//
Q27. 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?
|
Very Unlikely (1) |
Somewhat Unlikely (2) |
Neither Unlikely nor Likely (3) |
Somewhat Likely (4) |
Very Likely (5) |
Q27a. Get an IRS form or publication |
|
|
|
|
|
Q27b. Get information about completing a tax form |
|
|
|
|
|
Q27c. Find an answer to a tax law question |
|
|
|
|
|
Q27d. Determine my eligibility for a tax benefit or whether certain requirements apply to me |
|
|
|
|
|
Q27e. Get help making tax-related calculations. |
|
|
|
|
|
Q27f. Get help preparing a tax return or form |
|
|
|
|
|
Q27g. File a tax return or form |
|
|
|
|
|
Q27h. Set up a payment plan |
|
|
|
|
|
Q27i. Make a payment |
|
|
|
|
|
Q27j. Get information about a refund |
|
|
|
|
|
Q27k. Respond to a notice or letter received from the IRS |
|
|
|
|
|
Q27l. Get a transcript or prior year tax return information |
|
|
|
|
|
Q27m. Get information about the Affordable Care Act (the healthcare law) |
|
|
|
|
|
Q27n. Get information about tax credits such as EITC, child tax credit and education credit. |
|
|
|
|
|
Q27o. Sign up for an IP PIN (Identity Protection Personal Identification Number) a unique number from the IRS used for identity theft protection |
|
|
|
|
|
Q27p. Something else (specify) |
|
|
|
|
|
Follow up questions:
|
PLEASE NOTE: S1c=1 SKIP SECTIONS III and IV. Except for two questions noted below.
[INCLUDE S1c=1]
//ASK ALL//
//MUL=19//
Q28. In the future, where would you prefer to get general tax information, including information about changes in tax laws? Check all that apply.
|
Yes |
No Answer (Hidden) |
Q28a. IRS forms and publications |
|
|
Q28b. IRS website in English |
|
|
Q28c. IRS website in Spanish |
|
|
Q28d. IRS telephone contact |
|
|
Q28e. IRS in-person/local IRS office (Taxpayer Assistance Center, walk-in center) |
|
|
Q28f. IRS sponsored tax class or seminar |
|
|
Q28g. IRS2Go App (for iPhone and Android mobile device) |
|
|
Q28h. IRS e-Pubs (electronic publications) |
|
|
Q28i. IRS (other) |
|
|
Q28j. Accountant/tax preparer (H&R Block, Jackson Hewitt) |
|
|
Q28k. Employer/Union/Trade Organization |
|
|
Q28l. Family/Friend |
|
|
Q28m. Library |
|
|
Q28n. Media such as radio, television, or newpapers |
|
|
Q28o. //IF XSPANISH=2// Notario |
|
|
Q28p. Post Office |
|
|
Q28q. Tax preparation software (TurboTax, TaxAct, etc.) |
|
|
Q28r. Social Media (Facebook, Twitter, etc) |
|
|
Q28s. Other (Specify) |
|
|
[PHONE ONLY: Skip Q29 if Q25=YES]
//ASK ALL//
Q29. 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 “Very Unlikely” and 5 is “Very Likely”?
|
Very Unlikely (1) |
Somewhat Unlikely (2) |
Neither unlikely nor likely (3) |
Somewhat Likely (4) |
Very Likely (5) |
Q29a. Create an online account on IRS.gov |
|
|
|
|
|
Q29b. Receive IRS notices through an online account rather than in the mail |
|
|
|
|
|
Q29c. Receive information on tax law changes through an online account |
|
|
|
|
|
Q29d. View your current balance due through an online account |
|
|
|
|
|
Q29e. View your payment history through an online account |
|
|
|
|
|
Q29f. Confirm IRS received a document you sent through an online account |
|
|
|
|
|
//ASK IF S1c NE 1//
Q30. How comfortable are you giving the IRS each of the following types if information to verify who you are when requesting information from the IRS or signing into an online account with the IRS?
|
Very Uncomfortable (1) |
Somewhat Uncomfortable (2) |
Neither Uncomfortable nor Comfortable (3) |
Somewhat Comfortable (4) |
Very Comfortable (5) |
Q30a. Name |
|
|
|
|
|
Q30b. Address |
|
|
|
|
|
Q30c. Social Security Number |
|
|
|
|
|
Q30d. Bank, credit card, or loan account number |
|
|
|
|
|
Q30e. Personal cell phone number |
|
|
|
|
|
//ASK IF S1c NE 1//
Q31. How comfortable are you with the IRS sharing each of the following types of information with third parties such as banks, credit unions, and credit bureaus to help verify who you are?
|
Very Uncomfortable (1) |
Somewhat Uncomfortable (2) |
Neither Uncomfortable nor Comfortable (3) |
Somewhat Comfortable (4) |
Very Comfortable (5) |
Q31a. Name |
|
|
|
|
|
Q31b. Address |
|
|
|
|
|
Q31c. Social Security Number |
|
|
|
|
|
Q31d. Bank, credit card, or loan account number |
|
|
|
|
|
Q31e. Personal cell phone number |
|
|
|
|
|
//ASK IF S1c NE 1//
Q32. How comfortable are you with the IRS sharing each of the following types of information with other federal agencies (e.g., Veteran’s Association, Social Security Administration)?
|
Very Uncomfortable (1) |
Somewhat Uncomfortable (2) |
Neither Uncomfortable nor Comfortable (3) |
Somewhat Comfortable (4) |
Very Comfortable (5) |
Q32a. Name |
|
|
|
|
|
Q32b. Address |
|
|
|
|
|
Q32c. Social Security Number |
|
|
|
|
|
Q32d. Bank, credit card, or loan account number |
|
|
|
|
|
Q32e. Personal cell phone number |
|
|
|
|
|
Follow up questions:
|
//ASK IF S1c NE 1//
FINTRO. The next questions are about completing and filing your 2016 taxes.
//ASK IF S1c NE 1//
Q33. Are you aware of the Earned Income Tax Credit (EITC/EIC)?
1 Yes
2 No
//ASK IF S1c NE 1 AND Q33=1//
Q33a. Did you apply for the Earned Income Tax Credit (EITC/EIC) when you filed your 2016 federal tax return?
Yes
No
//ASK IF S1c NE 1 AND Q33a=1//
Q33b. Did you qualify for Earned Income Tax Credit (EITC)/EIC for the 2016 tax year?
Yes
No
Don’t know
Follow up questions:
|
//ASK IF S1c NE 1//
Q34. Which of the following describes how your 2016 federal taxes were prepared? By this, we mean filling out the forms and NOT the actual filing task.
|
Yes (1) |
No Answer (Hidden) |
Q34a. By hand, using IRS tax forms |
|
|
Q34b. On a computer, using tax software (for example, TurboTax or TaxAct) |
|
|
Q34c. Went to IRS.gov, found a Free File company and used their tax software (Traditional Free File) |
|
|
Q34d. Went to IRS.gov and used Free File Fillable Forms – filled in blank tax forms online without using tax software. |
|
|
Q34e. Went to IRS.gov Espanol, found a Free File company and used their tax software in Spanish (Traditional Free File) |
|
|
Q34f. Both by hand and using purchased tax software (for example, TurboTax or TaxAct) |
|
|
Q34g. Other (specify) |
|
|
Q34h. Don’t Know |
|
|
Q34i. Accountant/tax preparer/someone else prepared my return |
|
|
Follow up questions:
|
//ASK IF S1c NE 1//
Q35. Are you aware that you can file your federal tax return electronically?
1 Yes
2 No
//ASK IF S1c NE 1//
Q36. How did you file your 2016 federal tax return in 2017? Was the return:
Sent by U.S. mail or commercial delivery service
Filed electronically (e-file)
Delivered in person
Don’t know
Follow up questions:
|
//ASK IF S1c NE 1//
//PROGAMMER: ONLY DISPLAY THE OPTIONS THAT MEET THE LOGIC REQUIREMENTS FOR EACH//
Q37. Here are some questions about preparing and filing your return. How satisfied were you with
the following:
|
|
Very Dissatisfied (1) |
Dissatisfied (2) |
Neither Satisfied nor Dissastisfied (3) |
Satisfied (4) |
Very Satisfied (5) |
//IF S3=1// |
Q37a. The time you spent completing your federal tax return |
|
|
|
|
|
//IF S3=1// |
Q37b. The ease of understanding what materials and docuemnts to include with your federal tax return |
|
|
|
|
|
//IF Q36=1,3// |
Q37c. The ease of understanding where to send your return |
|
|
|
|
|
//IF Q34=2,6// |
Q37d. The amount of money you spent to file your federal tax return electronically |
|
|
|
|
|
Follow up questions:
|
//ASK IF S1c NE 1 AND S3 NE 1//
Q38. 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
Follow up questions:
|
//ASK IF S1c NE 1 AND S3 NE 1//
Q39. 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
//ASK IF S1c NE 1 AND S3=1//
Q40. 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
Follow up questions:
|
IV. GETTING YOUR REFUND FROM THE IRS
//ASK IF S1c NE 1//
RINTRO. Following are some questions about getting a refund from the IRS for your 2016 federal tax return.
//ASK IF S1c NE 1//
Q41. When you prepared your 2016 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
//ASK IF S1c NE 1//
Q42. In the end, did you get a refund, owe money or neither?
Got refund
Owed money
Neither
Don’t know
//ASK IF S1c NE 1 AND Q42=1//
Q43. Have you received your refund for your 2016 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 2017 estimated tax
Follow up questions:
|
//ASK IF S1c NE 1 and Q42=1//
Q44. Please rate your satisfaction with the following aspects of getting your refund from the IRS.
How satisfied were you with…
|
Very dissatisfied (1) |
Dissatisfied (2) |
Neither satisfied nor dissatisfied (Neutral) (3) |
Satisfied (4) |
Very Satisfied (5) |
Not Applicable (6) |
Q44a. The time it took to receive your refund from the IRS |
|
|
|
|
|
|
Q44b. The accuracy of your refund |
|
|
|
|
|
|
Q44c. The IRS’ explanation of any adjustments to your refund |
|
|
|
|
|
|
Follow up questions:
|
//ASK IF S1c NE 1 AND Q42=1//
Q45. Taking all factors into account, please rate your satisfaction with getting your refund from the
IRS for the 2016 tax season
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very satisfied
Follow up questions:
|
V. AFFORDABLE CARE ACT
//ASK IF S1a=1//
Q46. Are you aware of the need to report whether or not you and everyone on your tax return had health insurance coverage (or an exemption from coverage) on your tax return?
Yes
No
//ASK IF S1a=1 AND Q46=1//
Q46a. Did you report whether or not you and everyone on your tax return had health insurance coverage (or an exemption from coverage) on your 2016 tax return?
Yes
No
Not Sure
//ASK IF S1a=1//
Q46b. Are you aware that under the Affordable Care Act, individuals may have to make a payment when filing their tax return for any month they do not have health insurance coverage (or an exemption from coverage)?
1 Yes
2 No
//ASK IF S1a=1 AND Q46b=1//
Q46c. Did you have to make a payment to the IRS when you filed your return because anyone on your return did not have health insurance coverage (or an exemption from coverage) 2016?
Yes
No
Not Sure
//ASK IF S1a=1 AND Q46b=1//
Q46d. Are you aware that certain circumstances will exempt individuals from the requirement to purchase health insurance?
1 Yes
2 No
//ASK IF S1a=1 AND Q46d=1//
Q46e. Did you request an exemption from the requirement to purchase health insurance coverage (Form 8965 Heath Coverage Exemptions)?
Yes
No
Not Sure
Follow up questions:
|
//ASK IF S1a=1//
//MUL=13//
Q47. How would you prefer to get information about the requirement to purchase health insurance?
|
Yes (1) |
No Answer (Hidden) |
Q47a. Health Insurance Marketplace website (www.healthcare.gov) |
|
|
Q47b. IRS website (www.irs.gov) |
|
|
Q47c. Internet websites other than the IRS and Health Insurance Marketplace websites |
|
|
Q47d. Health Insurance Marketplace phone representatives |
|
|
Q47e. IRS phone representatives |
|
|
Q47f. Health insurance company |
|
|
Q47g. Physician |
|
|
Q47h. Accountant/bookkeeper |
|
|
Q47i. Tax preparation company |
|
|
Q47j. Tax preparation software |
|
|
Q47k. Direct Mail |
|
|
Q47l. Other (please specify) |
|
|
//ASK IF S1a=1//
//MUL=13//
Q48. How would you prefer to get information about exemptions to the requirement to purchase health insurance?
|
Yes (1) |
No Answer (Hidden) |
Q48a. Health Insurance Marketplace website (www.healthcare.gov) |
|
|
Q48b. IRS website (www.irs.gov) |
|
|
Q48c. Internet websites other than the IRS and Health Insurance Marketplace websites |
|
|
Q48d. Health Insurance Marketplace phone representatives |
|
|
Q48e. IRS phone representatives |
|
|
Q48f. Health insurance company |
|
|
Q48g. Physician |
|
|
Q48h. Accountant/bookkeeper |
|
|
Q48i. Tax preparation company |
|
|
Q48j. Tax preparation software |
|
|
Q48k. Direct Mail |
|
|
Q48l. Other (please specify) |
|
|
Follow up questions:
|
//ASK IF S1a=1//
Q49. 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 S1a=1 AND Q49=1//
Q49a. 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 S1a=1 AND Q49=1//
Q49b. How did you learn about the Premium Tax Credit? [Prompt for response once if skips, then allow to skip]
[Open End]
Follow up questions:
|
//ASK IF S1a=1 AND Q49=1//
Q49c. 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
Follow up questions:
|
//ASK IF S1a=1 AND Q49=1//
Q49d. Are you aware of the following requirements in order to be eligible for the Premium Tax Credit?
|
Yes (1) |
No (2) |
Q49da. Buying health insurance through the Marketplace |
|
|
Q49db. Not having coverage through an employer, private coverage, or government plan |
|
|
Q49dc. Being within certain income limits |
|
|
Q49dd. Filing a federl income tax return for the year you claim the credit |
|
|
Q49de. Not filing a Married Filing Separetly tax return |
|
|
Q49df. Not being claimed as a dependent by another person |
|
|
Follow up questions:
|
//ASK IF S1a=1 AND Q49c=1//
Q49e. 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
Follow up questions:
|
//ASK IF S1a=1//
Q49f. Are you aware that the IRS offers information about the Affordable Care Act provisions on IRS.gov/aca?
1 Yes
2 No
Follow up questions:
|
VI. BANKING AND SCAM QUESTIONS
//ASK ALL//
Q50. 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
No, I have never had a checking or savings account
//ASK IF Q50=1//
Q50a. How long has it been since you used your checking or savings account?
2 to 6 months
7 to 12 months
Over a year
Follow up questions:
|
VI. OVERALL SATISFACTION: ALL RESPONDENTS
//ASK IF S1a=1 and XSPANISH=2//
Q51. Please rate your overall satisfaction with the Spanish-language assistance you received from the
IRS for your 2016 federal taxes.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very Satisfied
//ASK IF S1a=1//
Q52. Considering all factors concerning your 2016 federal tax return (including getting information,
preparation and filing, and refund or notice issues), please rate your overall satisfaction with the entire
2016 tax filing process.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied (neutral)
Satisfied
Very Satisfied
//ASK IF S1a=1//
Q53. What could the IRS have done to improve your 2016 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.”
_________________________________________________________________________________
Follow up questions:
|
VII. PSYCHOGRAPHIC QUESTIONS
//ASK IF S1a=1//
//PROGRAMMER: ROTATE LIST//
Q54. The next set of questions ask your opinion on Internet-related issues. Please indicate the extent
to which you agree or disagree with each of the following statements.
|
Strongly Disagree (1) |
Disagree (2) |
Neither agree nor disagree (3) |
Agree (4) |
Strongly Agree (5) |
Q54a. I enjoy doing research on the internet |
|
|
|
|
|
Q54b. Technology is important to me |
|
|
|
|
|
Q54c. I preform financial activities (i.e., pay bills, credit cards, insurance, mortgages, etc) on the Internet |
|
|
|
|
|
Q54d. I make purchases on the Internet |
|
|
|
|
|
Q54e. I use the internet to helpl find information |
|
|
|
|
|
Q54f. I am confident using a computer |
|
|
|
|
|
Q54g. I can usually find what I need online |
|
|
|
|
|
Q54h. I enjoy trying new things on a computer |
|
|
|
|
|
Q54i. I feel secure sharing personal financial information on the internet. |
|
|
|
|
|
Follow up questions:
|
//ASK IF S1a=1//
//PROGRAMMER: ROTATE LIST//
Q55. The next set of questions ask your opinion on finance-related issues. Please indicate the extent
to which you agree or disagree with each of the following statements.
|
Strongly Disagree (1) |
Disagree (2) |
Neither agree nor disagree (3) |
Agree (4) |
Strongly Agree (5) |
Q55a. I regularly save money |
|
|
|
|
|
Q55b. I have an emergency fund/financial safety net |
|
|
|
|
|
Q55c. I’m confident in my ability to solve financial problems that come up in my everyday life |
|
|
|
|
|
Q55d. I think preparing tax returns should be made easier |
|
|
|
|
|
Q55e. I am knowledgeable about U.S. Tax Code (tax laws) |
|
|
|
|
|
Q55f. I pay attention to changes proposed or made to the U.S. Tax Code which may or may not impact my personal tax situation |
|
|
|
|
|
Q55g. I understand what I need to do to meet my tax obligations |
|
|
|
|
|
Q55h. I am confident that the information I provide to the IRS is correct. |
|
|
|
|
|
Follow up questions:
|
//ASK IF S1a=1//
Q56. The next set of questions ask your opinion on tax-related issues. Please indicate the extent to
which you agree or disagree with each of the following statements.
|
Strongly Disagree (1) |
Disagree (2) |
Neither agree nor disagree (3) |
Agree (4) |
Strongly Agree (5) |
Q56a. I try to keep myself up to date with tax issues that might affect me |
|
|
|
|
|
Q56b. I often need help completing tax forms |
|
|
|
|
|
Q56c. I can easily calculate my required taxes |
|
|
|
|
|
Q56d. I am confident I receive all tax benefits and credits I am entitled to |
|
|
|
|
|
Q56e. I understand where I need to go for help with my taxes |
|
|
|
|
|
Q56f. 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. |
|
|
|
|
|
Q56g. Paying a tax bill would come before other debts I have |
|
|
|
|
|
Q56h. I think electronic filing should be free to everyone |
|
|
|
|
|
Q56i. I think there should be an alternative tax system to replace the income tax system |
|
|
|
|
|
Follow up questions:
|
//ASK IF S1a=1//
Q57. The next questions ask your opinion on IRS issues. Please indicate the extent to which you agree
or disagree with each of the following statements.
|
Strongly Disagree (1) |
Disagree (2) |
Neither agree nor disagree (3) |
Agree (4) |
Strongly Agree (5) |
Q57a. I believe the IRS has their priorities right |
|
|
|
|
|
Q57b. I believe the IRS administraters the tax system fairly |
|
|
|
|
|
Q57c. I believe the IRS is effective at cathing those who cheat the system |
|
|
|
|
|
Q57d. I think that the taxes I am obligated to pay are fair |
|
|
|
|
|
Q57e. I believe the tax system is fair to all Americans |
|
|
|
|
|
Q57f. Paying taxes is a social responsibility |
|
|
|
|
|
Q57g. The fear of getting caught stops people from cheating on taxes |
|
|
|
|
|
Q57h. It’s okay to cheat on taxes because the government wates taxpayers money |
|
|
|
|
|
Q57i. I am aware of ways to cheat the system |
|
|
|
|
|
Q57j. I understand how the Affordable Care Act affects me |
|
|
|
|
|
Follow up questions:
|
VIII. DEMOGRAPHICS: ALL RESPONDENTS
//ASK ALL//
DINTRO. The following few questions are for classification purposes only.
//ASK ALL//
D1. Do you have a computer at home?
1 Yes
2 No
[SKIP IF SAID NO INTERNET USE EARLIER IF WE ADD QUESTION]
//ASK ALL//
D2. How often do you access the Internet, [ONLINE ONLY: 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
//ASK IF D2 NE 6//
D2a. What devices do you use to access the Internet? (Select all that apply)
1 Desktop computer
2 Smartphone
3 Laptop, netbook or notebook computer
4 Smart TV (web enabled TV)
5 Tablet computer
6 Game console
7 eBook reader
8 Portable gaming device
9 Smartwatch
10 Other, specify _________________________________
//ASK IF D2 NE 6//
D2b. Which one of the following best describes how you access the Internet?
Broadband connection (e.g. ADSL, DSL, cable, satellite, Wifi)
Mobile Internet
Dial-up connection
I do not use internet
Don’t know
Follow up questions:
|
//ASK ALL//
D3. Do you have Internet access at home?
DELETE
PHONE
1 Yes
2 No
//ASK ALL//
D4. Do you regularly use a mobile phone?
1 Yes, regular mobile phone
2 Yes, Smartphone (mobile phone with applications and Internet access)
3 No
DELETE PHONE
//ASK ALL//
//MUL=9//
D5.
Which of the following social media sources do you use? (Check
all that apply)
YouTube
Tumblr
Other (specify)______________
None
Follow up questions:
|
//ASK ALL//
D6. Do you have health insurance?
1 Yes
2 No
//ASK IF D6=1//
//MUL=9//
D6a. Through whom do you have health insurance coverage? Check all that apply.
1 Directly from an insurance company
2 Employer-based health insurance plan
3 Health Insurance Marketplace from healthcare.gov
4 Medicare
5 Medicaid or CHIP
6 State-specific health insurance plan
7 TRICARE or other military health coverage
8 I don’t know
9 Other
//ASK IF D6=1//
//MUL=10//
D6b. Through whom does anyone else on your tax return have health insurance coverage? Check all that apply.
1 Directly from an insurance company
2 Employer-based health insurance plan
3 Health Insurance Marketplace from healthcare.gov
4 Medicare
5 Medicaid or CHIP
6 State-specific health insurance plan
7 TRICARE or other military health coverage
8 I don’t know
9 Other
10 No one else on tax return
Follow up questions:
|
//ASK ALL//
D7. 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
//ASK ALL//
D8. [PHONE ONLY: As part of our research we need to understand different populations of Taxpayers]. 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
//ASK ALL//
D9. 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
//ASK ALL//
D10. Including yourself, how many people are in your household?
1
2
3
4
5
6
7
8
9 or more
//ASK IF S1A=1//
D11. Did you report having any dependents on your 2016 tax return?
1 Yes
2 No
Follow up questions:
|
//ASK IF D11 = 1//
D11a. [FOR FILERS ONLY] How many dependents did you claim on your 2016 tax return?
[Enter # between 0 and 25]
//ASK ALL//
D12. Which of the following categories best describes your household income before taxes for 2016?
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
//ASK ALL//
D13. From which sources did you receive income in 2016? Please select all that apply.
1. Wages, salaries, tips
2. Taxable or non-taxable interest
3. Ordinary or qualified dividends
4. Alimony
5. Business income
6. Capital gains
7. IRA distributions
8. Pensions and annuities
9. Rents, royalties, partnerships, S corporations, trusts
10. Farm income
11. Unemployment compensation
12. Social security benefits
13. Other income (please specify) __________
Follow up questions:
|
//ASK ALL//
D14. Do you live in…
1 An urban area
` 2 A suburban area
3 A rural area
Follow up questions:
|
//ASK ALL//
D15. What is your home zip code? _______
//ASK IF XSPANISH = 2//
D16. Are you of Hispanic or Latino origin (ethnicity)?
Yes
No
//ASK IF XSPANISH = 2//
D16a. 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)
//ASK ALL//
D17. Occasionally, we conduct additional in-depth research, such as interviews or focus groups. Participants may receive a small monetary incentive to participate. Would you be interested in participating in future research?
1 Yes
2 No [skip to CLOSE]
DELETE PHONE
//ASK IF D17=1//
Q18. Please provide your phone number and email so we can contact you in the future when additional in-depth research comes up:
Phone Number________________
Email __________________________
//ASK ALL//
CLOSE. Thank you so much for your time and participation.
| File Type | application/msword |
| File Title | TELEPHONE SCREENER |
| Author | Maria Alvarado |
| Last Modified By | Department of Treasury |
| File Modified | 2017-02-15 |
| File Created | 2017-02-15 |