CS 17-489 2018 Virtual Service Delivery Partner Site Survey

Virtual Service Delivery Customer Satisfaction Survey

Your participation in this voluntary survey is very important to the Internal Revenue Service (IRS). Your feedback will be used to help improve our service to the public. Your participation should take 5 minutes or less.

1. Please indicate your satisfaction with the following aspects of service: Very Dissatisfied Very Satisfied

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Overall satisfaction with service

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Promptness of service_______________________________________

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Professionalism of staff

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Knowledge of staff_________________________________________

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Process of scheduling an appointment

2. Please indicate your satisfaction with the following aspects of Virtual Service Delivery: Very Dissatisfied Very Satisfied

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Overall satisfaction with virtual service

provided

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Picture clarity______________________________________________

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Audio clarity

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The flow/timing of communication______________________________

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Privacy of communication

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Ability to share documents___________________________________

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Ease of understanding who was next to

receive assistance

3. What was the main tax issue for your visit today?

 Answer a tax law question  Identity theft

 Resolve an IRS notice or letter  Set up a payment plan

 Employer Identification Number (EIN)  Check on refund status

 Request tax form or instruction booklets  Get tax account info

 Taxpayer Advocate Service (TAS)  Other: ______________

 Form 2290 procedures (Heavy Vehicle Use Tax)

 Individual Taxpayer Identification Number (ITIN)

4. Did you use any of the following methods to try and resolve your main tax issue before your visit today?

Visit the IRS website (IRS.gov)  Yes  No

Call the IRS 1-800 number (not for appointment)  Yes  No

Use Tax Software  Yes  No

Ask a Paid Preparer  Yes  No

Email the IRS  Yes  No

Visit an IRS Office  Yes  No

Send Mail to the IRS  Yes  No

5. About how long did it take you to travel to this location?

 0-5 minutes  31-45 minutes

 6-10 minutes  46-60 minutes

 11-20 minutes  61-90 minutes

 21-30 minutes  More than 90 minutes

6. How long did you wait to receive assistance today?

 Immediately (no wait)  21-30 minutes

 1-5 minutes  31-45 minutes

 6-10 minutes  More than 45 minutes

 11-20 minutes

7. How did you first find out that an appointment was required for your service today?

 Friend, family, or co-worker  IRS Website

 Told/read when I went to IRS office  IRS Phone Rep

 Business (e.g. bank, college)  Tax professional

 News media (e.g. newspaper)  Social Media

 Volunteer tax preparation clinic  Other________________

8. When you scheduled your appointment, did the phone representative tell you what to bring with you to the appointment?

 Yes  No

9. When you scheduled your appointment, were you aware assistance would be provided virtually not face to face?

 Yes  No

10. How many times have you received IRS virtual assistance?

 First time (today)  2 times  3 or more times

11. Were your expectations for the following aspects of your visit met during today’s visit? Much Worse As Much Better

Than Expected Expected Than Expected

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Location

Please continue on back

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Building___________________________________________

12. Did the IRS representative answer all of your questions today?

 Yes  No

13. Will the information you received today eliminate the need for further contact with the IRS regarding your reason for the visit?

 Yes  No

14. If offered to you, would you be willing to use virtual service again during a future visit?

 Yes  No

15. If offered to you, would you be willing to use virtual service from a home computer?

 Yes  No

16. When you contacted the IRS to make an appointment, how long did you EXPECT to wait between requesting the appointment and the actual appointment?

 Same day  2-5 business days  3 or more weeks

 Next day  2 weeks

17. How long did you ACTUALLY wait between requesting the appointment and the appointment itself?

 Same day  2-5 business days  3 or more weeks

 Next day  2 weeks

18. What category best describes your annual household income?

 Less than $15,000  $50,000 but less than $75,000

 $15,000 but less than $25,000  $75,000 but less than $100,000

 $25,000 but less than $35,000  $100,000 or more

 $35,000 but less than $50,000

19. What category describes your current age?

 18 to 24 years  45 to 54 years  75 to 84 years

 25 to 34 years  55 to 64 years  85 years and over

 35 to 44 years  65 to 74 years

20. How often do you access the Internet?

 Never  Several times a week

 Less than once a week  Once a day

 Once a week  Several times a day

21. Do you have any of the following long-lasting conditions? (Select all that apply.)

 Deafness

 Severe vision impairment

 Severe hearing impairment

 Severe speech impairment

 A condition that substantially limits your physical abilities

 A condition that limits learning or remembering

 Some other condition

 I do not have a long-term condition

22. Do you regularly use a mobile phone?

 Yes, regular mobile phone

 Yes, Smartphone (phone with applications and Internet access)

 No

23. Overall, how well were your expectations met?

Much Worse As Much Better

Than Expected Expected Than Expected

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Expectations for this visit

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Expectations for IRS Virtual Service_______________________

24. Do you have any comments or suggestions regarding the virtual assistance delivery you experienced today including your opinions on how virtual assistance compares to in-person assistance?

__________________________________________________________

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Thank you for completing this survey. Your feedback will be used to help improve our service to the public.

Paperwork Reduction Act Notice

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 Control 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:SP – Room 6129, 1111 Constitution Avenue NW, Washington, DC 20224.

OMB# 1545-1432