Form 934 2015 934 IRS ACH Direct Pay MOBILE

E-Government Website Customer Satisfaction Surveys

2015 934 IRS ACH Direct Pay MOBILE.xlsx

2015 934 IRS ACH Direct Pay Mobile

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Current Model Qsts
Current CQs


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.




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





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