CS-17-487 Indian Tribal Government (ITG) and Tax Exempt Bonds (TEB) Customer Satisfaction Survey

Dear
I need your help with an important initiative we are undertaking to improve our service to America’s taxpayers.
The Internal Revenue Service recently completed an examination (audit) of the entity shown above. In a few days, you will receive a survey
asking your opinions about your experience and the service you received from IRS. If you are not the person who had the most contact with the
IRS on this matter, please direct the survey to the person who did.
The primary purpose for requesting this information is to help the IRS improve its service to taxpayers. Our authority for requesting the
information is 5 USC and 26 USC 7801. Providing information is voluntary. However, if you do not answer all or part of the survey questions,
the IRS may lack information it could use to improve taxpayer service. The information you provide may be disclosed to an IRS contractor
when authorized by law. The contractor is required to follow protections required by the Privacy Act and/or Internal Revenue Code 6103.
This brief survey should take less than eight minutes to complete. An independent research company, Fors Marsh Group, will administer the
survey and will keep your responses anonymous to the IRS. No identifying information will be associated with your responses. Your responses
will be combined with those of other recent customers and reported only in the aggregate to the IRS in order to provide an evaluation of
customer satisfaction with IRS service.
We are committed to improving service to every customer. Please help me in this effort by completing and returning the survey as soon as
possible.
Sincerely,

Sunita B. Lough Commissioner
Tax Exempt and Government Entities Division

Letter XXXX (Rev.X-2017)
Catalog Number xxxxxx

Dear
A few days ago you received a letter from IRS, Tax Exempt and Government Entities (TE/GE) Commissioner Sunita B. Lough asking for your
help with an important research project. The IRS is committed to improving its performance and service to the American public. As part of this
process, we are administering a nationwide survey to gather reliable information from those who have had contact with IRS employees and
services.
Your name was selected through a scientific random sampling process to receive this survey because IRS recently completed an examination
(audit) of the entity shown above. We want to know your opinions regarding that experience and the service you received from IRS. Your
responses are critical to the accuracy of this evaluation of the IRS’s service. If another person was primarily responsible for dealing with the
IRS on this matter, please pass this survey on to them and encourage them to respond.
Your participation is voluntary. An independent research company will keep your responses anonymous to the IRS. Your responses will be
grouped with others, so that no individual reply can be traced back to a person or case number. No identifying information will be associated
with your responses.
This brief survey should take less than eight minutes to complete. Use the postage-paid reply envelope to return your completed survey. If you
have any questions or concerns, please contact the survey processing center at
1-800-521-7177 or email us at [email protected].
To verify the authenticity of this survey, please visit IRS.gov and enter the search term customer surveys. The IRS Customer Satisfaction
Survey page contains a list of valid, current and unexpired, IRS surveys and as of this issuance provides a reference to TE/GE Examinations.
Thank you in advance for your cooperation. Your honest opinions will help bring about improvements in the service IRS provides.

Sincerely,
Brian K. Griepentrog, Ph.D.
Director of Research Studies
Fors Marsh Group LLC
Letter XXXX (Rev.X-XXXX)
Catalog Number xxxxxx

Dear
Recently you received a survey requesting your views about the IRS Examination process. So far, we have not received your completed
survey. If you have not already done so, please take a few minutes to provide your response. If another person was primarily responsible for
dealing with the IRS on this matter, please pass this survey on to them and encourage them to respond.
As described in our previous communication, we are administering a nationwide survey among people who have interacted with the IRS. We
want to know your opinions regarding the service you received in a recent Examination (Audit). Your responses are critical to the accuracy of
this evaluation of the IRS’s service.
Your name was selected through a scientific random sampling process to receive this survey. Your participation is voluntary. An independent
research company will keep your responses anonymous to the IRS. Your responses will be grouped with others, so that no individual reply can
be traced back to a person or case number. No identifying information will be associated with your responses.
The survey should take less than eight minutes to complete. Use the postage-paid reply envelope to return your completed survey. If you
have any questions about this survey, please contact the survey processing center at 1-800-521-7177, or email us at
[email protected].
To verify the authenticity of this survey, please visit IRS.gov and enter the search term customer surveys. The IRS Customer Satisfaction
Survey page contains a list of valid, current and unexpired, IRS surveys and as of this issuance provides a reference to TE/GE Examinations.
The IRS is committed to improving its performance and service to the American public. A vital step in this process is to gather reliable
information from those who have had contact with IRS employees and services. Your honest opinions will help bring about these improvements.
Thank you in advance for your cooperation.
Sincerely,
Brian K. Griepentrog, Ph.D.
Director of Research Studies
Fors Marsh Group LLC

Internal Revenue Service (IRS) Customer Satisfaction Survey
Examinations
You can help the IRS improve its service to the public by answering the questions below. This voluntary survey should take less than eight minutes to
complete.
Your responses will be kept anonymous to the IRS. Only aggregate information will be provided to the IRS.
The following questions ask your opinion regarding your most recent IRS examination. Regardless of whether you agree or disagree with the final outcome,
please mark the appropriate circle on the scale provided.
Q1

Regardless of the outcome, I am satisfied with the way the
IRS handled my case.

Q2

From first notice to final resolution, I am satisfied with the
length of the process.

Q3

I am satisfied with how well the IRS communicated with me
(in person, in writing, or by telephone) throughout the
process.

Q4

The IRS employee clearly explained to me (in person, in
writing, or by telephone) what I would need to do to
prepare for the initial meeting (opening conference).

Q5

The IRS employee clearly explained my taxpayer rights.

Q6

The IRS employee clearly explained the examination
process.

Q7

The IRS employee was able to thoroughly answer my
questions.

Q8

The IRS employee responded to my inquiries in a timely
manner.

Q9

The IRS employee was courteous.

Q10

After the initial request, did the IRS employee ask you to
provide additional information?

Yes
No  Skip to 13
Don't know/Not Applicable Skip to 13

Q11

The IRS employee clearly explained why additional
information was needed.

Q12

The IRS employee gave me enough time to respond to the
request for additional information.

Q13

Throughout the process, the IRS employee clearly
communicated the status of my examination.

Q14

Discussions with the IRS employee helped me understand
the adjustment/resolution of the examination.

Q15

I understood the final examination letter/report.

Q16

If you have any suggestions for how the IRS can improve its
examination process, or any other comments, please
provide them below.

[Lines available for write in.]

If you have any questions about this survey, please contact the survey processing center at 1-800-521-7177, or email us at
[email protected].
If you have been unable to resolve any specific problems with your tax matter through the normal IRS channels, or now face a significant hardship due to the
application of the tax law, we encourage you to contact the Taxpayer Advocate Service at 1-877-777-4778.

Thank you for completing the survey.
The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests along with the address where you can
send comments regarding the study. The OMB number for this study is 1545‐1432. If you have any comments regarding this study, please write to: IRS,
Special Services Committee, SE:W:CAR:MP:T:M:S – Room 6129, 1111 Constitution Avenue, NW, Washington, DC 20224.

Do We Have Your Input Yet?
Recently, you received a survey asking your
opinions about the service you received in a
recent interaction with the IRS. If you have
already completed and returned the survey,
please accept our sincere thanks. If not, please
take a few minutes to complete and return it
today. We want to be sure we have your opinions
and suggestions for improving the IRS’s service
to the public.
If you did not receive the survey, or it has been
misplaced, please contact us at 1-800-521-7177
or [email protected].
Research
conducted by

Sincerely,

Brian K. Griepentrog, Ph.D.
Director of Research
Fors Marsh Group LLC

L3_12184-I

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