Form 934 2015 934 IRS ACH Direct Pay MOBILE

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Overview

Current Model Qsts
Current CQs

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Sheet 1: Current Model Qsts

Model Instance Name:
IRS ACH Mobile
MID:
Partitioned (Y/N)? Y
Date: 08/14/2015
IRS ACH Mobile
Model questions utilize the ACSI methodology to determine scores and impacts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	Site Information (1=Poor, 10=Excellent, Don't Know)		Satisfaction		Recommend (1=Very Unlikely, 10=Very Likely)
1	Please rate the thoroughness of information provided on IRS Direct Pay.	16	What is your overall satisfaction with IRS Direct Pay? (1=Very Dissatisfied, 10=Very Satisfied)	19	How likely are you to recommend IRS Direct Pay to someone else?
2	Please rate how understandable information is on IRS Direct Pay.	17	How well does IRS Direct Pay meet your expectations? (1=Falls Short, 10=Exceeds)		Return (1=Very Unlikely, 10=Very Likely)
3	Please rate how well IRS Direct Pay information provides answers to your questions.	18	How does IRS Direct Pay compare to your idea of an ideal pay service? (1=Not Very Close, 10=Very Close)	20	How likely are you to return to IRS Direct Pay using your mobile device?
	Site Performance (1=Poor, 10=Excellent, Don't Know)
4	Please rate how quickly pages load on IRS Direct Pay.
5	Please rate the consistency of speed from page to page on IRS Direct Pay.
6	Please rate the ability to load pages without getting error messages on IRS Direct Pay.
	Navigation (1=Poor, 10=Excellent, Don't Know)
7	Please rate how well IRS Direct Pay is organized.
8	Please rate the options available for navigating IRS Direct Pay.
9	Please rate how well IRS Direct Pay layout helps you find what you are looking for.
	Look and Feel (1=Poor, 10=Excellent, Don't Know)
10	Please rate the visual appeal of IRS Direct Pay.
11	Please rate the balance of graphics and text on IRS Direct Pay.
12	Please rate the readability of the pages on IRS Direct Pay.
	Tasks/ Transactions (1=Poor, 10=Excellent, Don't Know)
13	Please rate the simplicity of the process for completing task(s) on IRS Direct Pay.
14	Please rate the clarity of instructions for completing task(s) on IRS Direct Pay.
15	Please rate the verification of task completion on IRS Direct Pay.

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Sheet 2: Current CQs

Model Instance Name:				red & strike-through: DELETE
IRS ACH Mobile				underlined & italicized: RE-ORDER
MID:				pink: ADDITION
Date: 08/14/2015				blue + -->: REWORDING
IRS ACH Mobile CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
MAC5167Q001		Is this your first time using IRS Direct Pay?	Yes		Radio button, one-up vertical	S	Y		First time
			No
MAC5167Q002		What features or benefits prompted you to use IRS Direct Pay? (Check all that apply)	Online payment option		Checkbox, one-up vertical	M	Y	Skip Logic Group*	Features
			No fees
			No registration
			Look up status, edit or cancel my payment
			All of the above
			None of the above					Mutually Exclusive
			Other, please specify	A
MAC5167Q003	A	Please specify other features or benefits that prompted you to use IRS Direct Pay.			Text area, no char limit		N	Skip Logic Group*	Other features
MAC5167Q004		Did you previously use an alternative method to submit payments to the IRS?	Yes	A	Radio button, one-up vertical	S	Y	Skip Logic Group*	Alternate method
			No
MAC5167Q005	A	Which of the following method(s) did you use? (Check all that apply)	Paper process		Checkbox, one-up vertical	M	Y	Skip Logic Group*	Methods
			Online Credit Card Payment
			EFTPS
			Other
CAS0059204		What would be your preferred choice of payment if Direct Pay was not available?	Mail in check		Drop down, select one	S	Y		Preferred payment
			Pay in person
			Credit card
			Electronic funds transfer (have it taken directly out of your account
			Pay when you e-file
			Don’t know
MAC5167Q006		What is the reason for your payment today?	Installment Agreement		Drop down, select one	S	Y	Skip Logic Group*	Reason
			Tax Return
			Estimated Tax
			Adjusted Balance Due
			Extension
			Amended Return
			Other, please specify	A
MAC5167Q007	A	Please specify other reason for your payment today.			Text area, no char limit		N	Skip Logic Group*	Other reason
MAC5167Q008		How easy was the IRS Direct Pay payment transaction process today?	Very easy		Radio button, one-up vertical	S	Y	Skip Logic Group*	Ease of transaction
			Somewhat easy
			Somewhat difficult	B
			Very difficult	B
			I did not complete a payment transaction at this time	A
			No opinion
MAC5167Q009	A	Please tell us what prevented you from completing the payment transaction today.			Text area, no char limit		N	Skip Logic Group*	Incomplete transaction
MAC5167Q010	B	Please describe the difficulties you encountered with the payment transaction today. Be as specific as possible.			Text area, no char limit		N	Skip Logic Group*	Difficult transaction
MAC5167Q011		From the following list, what additional services would you like to have within IRS Direct Pay?	Save your bank account information for easier future payments		Checkbox, one-up vertical	M	Y	Skip Logic Group*	Additional services
			Look up your payment history
			View your outstanding payment balance due to the IRS
			Receive an email confirmation
			Set up recurring payment
			Other, please specify	A
MAC5167Q012	A	What other additional service(s) would you like to have within IRS Direct Pay.			Text area, no char limit		N	Skip Logic Group*	Other service
MAC5167Q013		How can we further improve the IRS Direct Pay feature to better serve your needs in the future?			Text area, no char limit		N		Improvement
		How do you prefer to access the IRS Direct Pay?	Computer/laptop		Drop down, select one	S	Y		Access preference
			Mobile phone
			Mobile tablet
			No preference
MAC5167Q014		How likely are you to call customer service as a result of your visit today?	1=Very Unlikely		Radio button, scale, has don't know	S	Y		Customer service
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very Likely
			Don’t know
MAC5167Q015		What is your age?	17 years and under		Drop down, select one	S	N		Age
			18 to 24
			25 to 34
			35 to 44
			45 to 54
			55 to 64
			65 to 74
			Above 75
			Prefer not to respond
MAC5167Q016		What is your gender?	Male		Drop down, select one	S	N		Gender
			Female
			Prefer not to respond
MAC5167Q017		Which of the following categories describes your household income level?	Less than $30,000		Drop down, select one	S	N		Income
			$30,000 but less than $50,000
			$50,000 but less than $80,000
			$80,000 but less than $100,000
			$100,000 or more
			Prefer not to respond