2017-2020 IRS Customer Satisfaction Surveys

IRS Customer Satisfaction Surveys

BU-16-405 Estate and Gift survey instruments

2017-2020 IRS Customer Satisfaction Surveys

OMB: 1545-2250

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Dear


I need your help with an important initiative I am undertaking to improve our service to America's taxpayers. I want to get feedback from taxpayers like you who have recently experienced an audit of their estate or gift tax returns.


In a few days, you will receive a survey asking your opinions about the audit with the IRS. Please direct it to the person who had the most contact with the IRS on this matter. The survey should take less than 5 minutes to complete. Your answers will be combined with others to give us an evaluation of customer satisfaction with IRS service.


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 confidentiality protections required by the Privacy Act and/or Internal Revenue Code section 6103.


I am committed to improving IRS service to every taxpayer. Please help me in this effort by completing and returning the survey as soon as possible. If you do not receive a survey, please contact the Survey Helpline at

1-800-521-7177.


Sincerely,




John H. Imhoff, Jr.

Director, Specialty Programs










L1_13523
















Dear


A few days ago you received a letter from John H. Imhoff, Jr., Director, Specialty Programs, asking for your help with an important research project.


We are administering a nationwide survey among people who have had contact with the Internal Revenue Service (IRS). We want to know your opinions regarding the audit process and the service you received. Your responses are critical to the accuracy of this research.


We are sending surveys to all taxpayers who have gone through a recent examination of an estate or gift tax return. All responses will be anonymous to the IRS, and your participation is voluntary. We will group your responses with others, so that no individual reply can be traced back to any one person.


The survey is quite brief and should take less than 5 minutes to complete. Please use the postage-paid reply envelope to return your completed survey. If you have any questions about this survey, please feel free to call us toll-free at 1-800-521-7177, or email us at [email protected].


The IRS is committed to improving its performance and service to the American public. A first step in this process is to gather reliable information from those who have had contact with IRS services and employees. Your honest opinions will help bring about this improvement.



Sincerely,




Brian K. Griepentrog, Ph. D. Director of Research

Fors Marsh Group LLC











Shape3 Shape4 L2_13523

Research conducted by


Shape5 P.O. Box 42048 Arlington, VA 22204-9048

Shape6





IRS SMALL BUSINESS/ SELF-EMPLOYED CUSTOMER SATISFACTION SURVEY ESTATE AND GIFT TAX

EXAMINATION















P.O. BOX 42048

ARLINGTON, VA 22204-9048


Do We Have Your Input Yet?




IRS SMALL BUSINESS/ SELF-EMPLOYED CUSTOMER SATISFACTION SURVEY ESTATE AND GIFT TAX

EXAMINATION

Recently, you received a survey asking your opinions about the service you received from the IRS in a recent contact. If you have already completed and returned the survey, please

accept our sincere thanks. If not, please take a few minutes to complete it and return it today. We want to be sure we have your opinions and suggestions.


If you did not receive the survey, or it got misplaced, please call us at 1-800-521-7177.

Shape7

Sincerely,


Research conducted by


Brian K. Griepentrog, Ph.D. Director of Research

Fors Marsh Group


L3_13523
















Dear


Recently you received a survey requesting your feedback about your experiences during a recent IRS audit of your estate or gift tax return. So far, we have not received your completed survey. If you have not already completed the survey, please take a few minutes to fill in your responses. If another person was primarily responsible for dealing with the IRS on this matter, please direct the survey to that person and encourage him or her to respond.


We are administering a nationwide survey among people who had a recent IRS audit of an estate or gift tax return. We want to know your opinions regarding the audit process and the service you received. Your responses are critical to the accuracy of this research.


We are sending surveys to all taxpayers who have gone through a recent examination of an estate or gift tax return. All responses will be anonymous to the IRS, and your participation is voluntary. We will group your responses with others, so that no individual reply can be traced back to any one person.


The survey is quite brief and should take less than 5 minutes to complete. Please use the postage-paid reply envelope to return your completed survey. If you have any questions about this survey, please feel free to call us toll-free at 1-800-521-7177, or email us at [email protected].


The IRS is committed to improving its performance and service to the American public. A first step in this process is to gather reliable information from those who have had contact with IRS services and employees. Your honest opinions will help bring about this improvement.


Thank you in advance for your cooperation.


Sincerely,




Brian K. Griepentrog, Ph. D. Director of Research

Shape8 Fors Marsh Group LLC





Shape9 L4_13523

Research conducted by


Shape10 P.O. Box 42048 Arlington, VA 22204-9048

INTERNAL REVENUE SERVICES (IRS) CUSTOMER SATISFACTION SURVEY

ESTATE AND GIFT TAX EXAMINATION

OMB# 1545-1432

Shape16 Shape17




The IRS is trying to improve its service to the public. You can help in this important mission by providing your feedback below. This voluntary survey should take less than 5 minutes to complete. Your identity will not be provided to the IRS. If you have any questions about this survey, you may call the Survey Helpline at 1-800-521-7177.


Shape18

Q1

The following questions ask your opinion regarding how the IRS handled your most recent Estate and Gift Tax audit. For each question,

regardless of whether you agree or disagree with the final outcome, please fill in the circle that best represents your opinion. If a

Shape19 question does not apply to you, please mark “Not Applicable.



Shape20 Shape21 Shape22 Shape23 Shape24 Shape25 Shape26 Shape27 Shape28 Shape29 Shape30 Shape31 Shape32 INITIAL NOTIFICATION OF AUDIT


Ho



a.




b. c.

d.


e.

w satisfied are you with the...



Initial information the IRS provided (e.g., letters/ notices, phone calls, IRS publications) so that you knew what to expect during the audit process


Very

Dissatisfied



1


Somewhat

Dissatisfied



2


Neither Satisfied Nor Dissatisfied


3


Somewhat

Satisfied



4


Very

Satisfied



5


Don’t Know/Not Applicable


NA

Length of time from when you filed the return to the first contact from your auditor

1

2

3

4

5

NA

Explanation of how long the audit process would take from start to finish


1


2


3


4


5


NA

Explanation of what information you needed to provide


1


2


3


4


5


NA

Flexibility of your auditor in scheduling meetings

1

2

3

4

5

NA


Shape33 Shape34 Shape35 Shape36 Shape37 Shape38 Shape39 Shape40 Shape41 Shape42 Shape43 Shape44 Shape45 Shape46 Shape47 Shape48 Shape49 Shape50 Shape51 Shape52 Shape53 Shape54 Shape55 Shape56 Shape57 Shape58 Shape59 Shape60 Shape61 Shape62 Shape63 Shape64 Shape65 Shape66 Shape67 Shape68 ESTATE AND GIFT TAX AUDIT PROCESS


Ho

f. g.


h. i. j. k.


l.

w satisfied are you with the...



Explanation of why more information was needed after the initial request


Very

Dissatisfied



1


Somewhat

Dissatisfied



2


Neither Satisfied Nor Dissatisfied


3


Somewhat

Satisfied



4


Very

Satisfied



5


Don’t Know/Not Applicable


NA

Amount of time you were given to provide information


1


2


3


4


5


NA

Auditor’s professionalism


1


2


3


4


5


NA

Auditor’s knowledge of the tax issues for your situation


1


2


3


4


5


NA

Time your auditor took to respond to your questions


1


2


3


4


5


NA

Amount of time you personally had to spend on the entire audit process

1

2

3

4

5

NA

IRSs communication with you throughout the audit process


1


2


3


4


5


NA


Shape69 Shape70 Shape71 Shape72 Shape73 Shape74 Shape75 Shape76 Shape77 Shape78 Shape79 Shape80 Shape81 Shape82 Shape83 Shape84 Shape85 Shape86 Shape87 Shape88 Shape89 Shape90 Shape91 Shape92 Shape93 Shape94 Shape95 Shape96 Shape97 Shape98 Shape99 Shape100 Shape101 Shape102 Shape103 Shape104 Shape105 Shape106 Shape107 Shape108 Shape109 Shape110 COMPLETION OF AUDIT


Ho



m. n.


o.

w satisfied are you with the...



Length of audit process from start to finish


Very

Dissatisfied



1


Somewhat

Dissatisfied



2


Neither Satisfied Nor Dissatisfied


3


Somewhat

Satisfied



4


Very

Satisfied



5


Don’t Know/Not Applicable


NA

Explanation of the final decision for your audit, including any changes made


1


2


3


4


5


NA

Notification of the completion of your audit


1


2


3


4


5


NA

INTERNAL REVENUE SERVICES (IRS) CUSTOMER SATISFACTION SURVEY

Shape111 ESTATE AND GIFT TAX EXAMINATION

OMB# 1545-1432









Shape112 Shape113 Shape114 Shape115 Shape116 Shape117 Shape118 OVERALL SATISFACTION





Q2 Regardless of whether you agree or disagree with the final outcome, how would you rate your overall

satisfaction with the way your Estate and Gift Tax audit was handled?


Very

Dissatisfied



1


Somewhat

Dissatisfied



2


Neither Satisfied Nor Dissatisfied


3


Somewhat

Satisfied



4


Very

Satisfied



5


Don't Know/Not Applicable


NA



Shape119 Shape120 CUSTOMER PROFILE


Shape121 Shape123

Q3

How long did you expect the audit to take from start to finish? (Write number of months.)



Months


Shape124

Q4

Were you informed about the status of your audit throughout the audit process?


Q5 With regards to this audit, are you the...


Shape126 1 Yes

2 No


Shape127 1 Executor

Shape128 2 Donor





Q6 If you are the Executor or Donor, did you...

3 Estate attorney who represented the executor or donor

Shape129 4 Tax professional who represented the executor or donor

5 Someone else who represented the executor or donor


Shape131 1 Use a tax professional to represent you for this audit

Shape132 2 Represent yourself

3 Both


Q7 Please provide any comments or suggestions for improvement.









Occasionally, we conduct additional in-depth IRS-related research. Research participants may receive a small monetary incentive to participate depending on the research. If you are interested in participating in future research, please provide us with your telephone number and your e-mail address (if available). This information will not be shared with the IRS and will be used only for research purposes.


TELEPHONE NUMBER: E-MAIL ADDRESS:



Shape137 Shape138 Shape139 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.

Please return this questionnaire to P.O. Box 42048, Arlington, VA 22204-9048 USA.


Shape140 Paperwork Reduction Act Notice. The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests. The OMB Control Number for this study is 1545-1432. Also, if you have any comments regarding the time estimates associated with this study or suggestions on making this process simpler, please write to the: Internal Revenue Service, Special Services Section, SE:W:CAR:MP:T:M:S, 1111 Constitution Ave. NW, Room 6129, Washington, DC 20224.

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