Form 1045 2017 1045 Q_IRS TDC Secure Messaging_20171109

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Overview

How to read this file
Welcome and Thank You Text
Model Questions
Custom Questions

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Sheet 1: How to read this file

Welcome and Thank You Text
The text you see here will appear at the top and bottom of your survey. Default text is included and you may modify this text as needed.
Model Questions
These questions will appear FIRST on the survey. Satisfaction questions are standardized to allow for benchmarking and caluculation of an overall satisfaction score.
Custom Questions
When reviewing the custom questions tab, keep in mind these questions are used for segmentation analysis of the model data. It is suggested that you add, delete or change custom questions over time, as your needs or business objectives change.
Focus Area #1: Achieving Actionable Data - Know what changes are being made based on the intelligence - Change Custom Questions so that stakeholders see a clear “must do”
Focus Area #2: Aligning Data to Business Strategies - Update your Custom Questions as business cycles change - Integrate Executive Level questions to evaluate initiatives
Focus Area #3: Strategic and Tactical Value - Influence Board Room Decisions - Change Operational Approaches - Mature Your Research

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Sheet 2: Welcome and Thank You Text

	The text you see here will appear at the top and bottom of your survey, examples below.
	Default text is included and you may modify this text as needed.
	Welcome and Thank You Text
		Welcome Text
		Thank you for using IRS Secure Messaging. You've been chosen to take part in a brief survey to let us know what we're doing well and where we can improve. Please take a few minutes to share your opinions, which are essential in helping us provide the best experience possible. The authority requesting the information is 5 USC 301. The primary purpose of asking for the information is to determine steps IRS can take to improve our service to you. The information may be disclosed as authorized by the routine uses published for the Privacy Act System of Records. Providing the information is voluntary. Not answering some or all of the questions will not affect you.
		Thank You Text
		Thank you for taking our survey - and for helping us serve you better. Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website.
		Example Desktop

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Sheet 3: Model Questions

Model Name		IRS TDC Secure Messaging					Red & Strike-Through: Delete
Model ID							Underlined & Italicized: Re-order
Partitioned		No					Pink: Addition
Date		10/30/2017
Model Version		NA					Blue: Reword
	Label	Element Questions		Label	Satisfaction Questions		Label	Future Behaviors
					Satisfaction			Likelihood To Use Again (1=Very Unlikely, 10=Very Likely)
				Satisfaction - Overall	What is your overall satisfaction with Secure Messaging? (1=Very Dissatisfied, 10=Very Satisfied)		Likelihood To Use Again	If given the opportunity, how likely are you to use Secure Messaging again to communicate with the IRS?
				Satisfaction - Expectations	How well did Secure Messaging meet your expectations? (1=Falls Short, 10=Exceeds)
				Satisfaction - Ideal	How does Secure Messaging compare to an ideal communication web application? (1=Not Very Close, 10=Very Close)

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Sheet 4: Custom Questions

Model Name		IRS TDC Secure Messaging				Red & Strike-Through: Delete
Model ID		0				Underlined & Italicized: Re-order
Partitioned		No				Pink: Addition
Date		11/9/2017				Blue: Reword
QID	QUESTION META TAG	Skip From	Question Text	Answer Choices	Skip To	Required Y/N	Type	Special Instructions	CQ Label
			Are you…?	The Taxpayer		Y	Radio button, one-up vertical	Skip Logic Group*	Role
				A Tax Professional who represented the taxpayer
			Have you previously been involved in a Correspondence Audit (audit by mail)?	Yes	B1	Y	Radio button, one-up vertical	Skip Logic Group*	Previous Audit by Mail
				No
		B1	How did the mail audit process compare to the process using IRS Secure Messaging?	5 – Secure Messaging much better than mail		Y	Drop down, select one	Skip Logic Group*	Mail vs Secure Msg
				4 – Secure Messaging better than mail
				3 – Secure Messaging same as mail
				2 – Mail better than Secure Messaging
				1 – Mail much better than Secure Messaging
			Rate your satisfaction with the overall way the IRS handled your audit.	5 – Very Satisfied		Y	Drop down, select one		Rate Overall Audit
				4 – Satisfied
				3 – Neither satisfied nor dissatisfied
				2 – Dissatisfied
				1 – Very Dissatisfied
			Rate your satisfaction with how well the IRS kept you informed of the status of your case.	5 – Very Satisfied		Y	Drop down, select one		Rate Status
				4 – Satisfied
				3 – Neither satisfied nor dissatisfied
				2 – Dissatisfied
				1 – Very Dissatisfied
			Rate your satisfaction with the length of the audit process from start to finish.	5 – Very Satisfied		Y	Drop down, select one		Rate Length
				4 – Satisfied
				3 – Neither satisfied nor dissatisfied
				2 – Dissatisfied
				1 – Very Dissatisfied
			Which statement best describes your level of agreement with the outcome of your case?	I agreed with all of the tax changes made by IRS		Y	Drop down, select one		Agree With Outcome
				I agreed with some of the tax changes made by IRS, but not all of the changes
				I disagreed with all of the tax changes made by the IRS
				The IRS did not make any changes to my taxes
				Not sure
			Which factor(s) influenced your initial decision to use Secure Messaging for your IRS audit? (Select all that apply)	Ability to upload documents		Y	Checkbox, one-up vertical		Influenced Decision To Use
				Ability to communicate electronically
				Ability to communicate on my schedule
				Ability to resolve the audit quickly
				Other
			Rate your satisfaction with the ease of signing up to use IRS Secure Messaging.	5 – Very Satisfied		Y	Drop down, select one		Rate Signup
				4 – Satisfied
				3 – Neither satisfied nor dissatisfied
				2 – Dissatisfied
				1 – Very Dissatisfied
			Rate your satisfaction with the ease of using IRS Secure Messaging to communicate with the IRS employee handling your audit.	5 – Very Satisfied		Y	Drop down, select one		Rate Ease of Communication
				4 – Satisfied
				3 – Neither satisfied nor dissatisfied
				2 – Dissatisfied
				1 – Very Dissatisfied
			After enrolling in IRS Secure Messaging, what other methods did you use to communicate with the IRS? (Select all that apply)	Used only Secure Messaging		Y	Checkbox, one-up vertical	Mutually Exclusive	Methods of Communication
				Phone call	A			Skip Logic Group*
				Fax	A
				Mail	A
		A	What was the reason for using another method to communicate with the IRS instead of Secure Messaging? (Select all that apply)	Documents were too large/voluminous to send using Secure Messaging		Y	Checkbox, one-up vertical	Skip Logic Group*	Reason Other Comms
				Instructions were not clear
				I did not receive a timely response/acknowledgement
				I had problems accessing Secure Messaging
				Preferred to use mail or fax
				Other (please specify)	A1
		A1	Why else did you use another communication method?			N	Text area, no char limit	Skip Logic Group*	Reason Other Comms OE
			Rate your satisfaction with the ease of submitting documentation to the IRS using the Secure Messaging system. (e.g., receipts, copies of bills, etc.)	5 – Very Satisfied		Y	Drop down, select one		Rate Submitting Docs
				4 – Satisfied
				3 – Neither satisfied nor dissatisfied
				2 – Dissatisfied
				1 – Very Dissatisfied
			Do you have any suggestions for improving the IRS Secure Messaging process? To help ensure your privacy, please do not include any personal information in your response (e.g. Name, SSN, address, phone number, etc).			N	Text area, no char limit		Suggestions OE