2017-2020 IRS Customer Satisfaction Surveys

IRS Customer Satisfaction Surveys

BU-16-421 CS-WICAS Adj OMB Submission - Adjustments Survey 2016attachments

2017-2020 IRS Customer Satisfaction Surveys

OMB: 1545-2250

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Procedure: The Dillman Method will be used and includes a prenote, a letter with the survey, a reminder postcard, and a reminder letter with the survey, along with postage-paid reply envelopes. These mailings and the survey questions are attached below:



Do We Have Your Input Yet?


Recently, you received a questionnaire asking your opinions about the services you received from the IRS in a recent contact. If you have already completed and returned the questionnaire, 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 questionnaire, or it got misplaced, please call us at 1-800-521-7177.


Sincerely,

15

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

Fors Marsh Group, LLC






Shape2 fJJIRS


Shape3 Shape4 L3_13257-F





PRESORTED FIRST CLASS MAIL

POSTAGE &

FEES PAID

Shape5 IRS PERMIT NO. G-48


IRS WAGE AND INVESTMENT CUSTOMER SATISFACTION SURVEY ACCOUNTSMANAGEMENV

ADJUSTMENTS


P.O. BOX 42048

ARLINGTON, VA 22204-9048









Shape6 RESEARCH CONDUCTED BY




Shape7 Shape8 FORSI MARSH

GROUP

OMB# 1545-2250




IRS WAGE & INVESTMENT CUSTOMER SATISFACTION

ACCOUNTS MANAGEMENT/ADJUSTMENTS





The IRS is trying to improve the service it provides taxpayers. You can help in this important mission by answering the questions below. This voluntary survey should take less than 7 minutes to complete. Your responses will be kept as anonymous as allowed by law to the IRS. If you have any questions about this survey, you may call the Survey Helpline at 1-800-521-7177.


The following survey is concerned with any adjustments made to your originally filed tax return. These include the submission of a second 1040, the 1040X, the 1040EZ, the 1040A, or any adjustment to your originally filed tax return.





Shape9 Shape10 Shape11

1

Do you recall having written contact with the IRS

Shape12 regarding your tax return within the last 365 days?


Shape13 2 Was the first contact made by you or by the IRS?

1 Yes (Reply to question 2)

Shape14 2 No (Skip to question 3)


Shape15 1 By me

Shape16 2 By the IRS


Shape17 Shape18


2

Did you file an amended return to the IRS within

Shape19 3 the last year?

1 Yes (Reply to question 4)

Shape20 2 No, I did not file an amended return (Skip to question 5)


Shape21 Did you file the amended return because a notice or

4 letter from the IRS instructed you to do so?

1 Yes, the notice prompted me to file an amended return

Shape22 Shape23 2 No, I filed an amended return, but not because I received a notice/letter

Shape24 Shape25 Shape26 Shape27 Shape28 Shape29 Shape30 Shape31 Shape32 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 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

Regardless of whether you agree or disagree with

Very

Dissatisfied

Neither

Satisfied

Very

Don’t Know /

the final outcome, how would you rate your overall

satisfaction with the way your issue was handled?

Dissatisfied


Satisfied nor

Dissatisfied


Satisfied

Not

Applicable


1

2

3

4

5


NA


5




Shape94 Shape95 Shape96 Shape97 For the following questions, please focus on the outcome of the issue you recently resolved with the IRS.





Shape98 Shape99 Shape100 Shape101 Shape102 Shape103 Shape104

How satisfied were you…




A. With the final outcome of your recent issue with the IRS?

Very

Dissatisfied



1

Dissatisfied




2

Neither Satisfied nor Dissatisfied



3

Satisfied




4

Very

Satisfied



5

Don’t Know / Not Applicable



NA

B. That your outcome was appropriate based

on information you provided the IRS?


1


2


3


4


5


NA


6







Shape105 Shape106 Shape107 Shape108 Shape109 Shape110 Shape111 Shape112 For the next set of questions, regardless of your satisfaction with the outcome of your issue, please focus on the

Shape113 process and procedures that the IRS used to address and resolve your issue.






Shape114 Shape115 Shape116 Shape117 Shape118 Shape119 Shape120 Shape121 Shape122 Shape123 Shape124 Shape125 Shape126 Shape127 Shape128 Shape129 Shape130 Shape131 Shape132

How satisfied were you with the...




A. Ease of getting more information about your issue from the IRS?

Very

Dissatisfied



1

Dissatisfied




2

Neither Satisfied nor Dissatisfied


3

Satisfied




4

Very

Satisfied



5

Don’t Know / Not Applicable


NA

B. Ease of providing information requested by the IRS?

1

2

3

4

5

NA

C. Length of time it took to resolve the issue?

1

2

3

4

5

NA

D. Extent to which the IRS used accurate information

about you to process your issue?

1

2

3

4

5

NA


7








Shape133 Shape134 Shape135 Shape136 Shape137 Shape138 Shape139 Form 13257-F (Rev. 7-2013) Cat. No. 36148R www.irs.gov Department of the Treasury - Internal Revenue Service

Shape140 Shape141 Shape142 Shape143 Shape144 Shape145 Shape146 Shape147 Shape148 Shape149 Shape150 Shape151 Shape152 Shape153 Shape154 Shape155 Shape156 Shape157 Shape158 Shape159 Shape160 Shape161 Shape162 Shape163 Shape164 Shape165 Shape166 Shape167 Shape168 Shape169 Shape170 Shape171 Shape172 Shape173 Shape174 Shape175 Shape176 Shape177 Shape178 Shape179 Shape180 Shape181 Shape182 Shape183 Shape184 Shape185 Shape186 Shape187 Shape188 Shape189 Shape190 Shape191 Shape192 Shape193 Shape194 Shape195 Shape196 Shape197 Shape198 Shape199 Shape200 Shape201 Shape202 Shape203 Shape204 For the next set of questions, regardless of your satisfaction with the outcome of your issue, please focus on the clarity and timeliness of the information regarding your issue that was provided by the IRS.







Shape205 Shape206 Shape207 Shape208 Shape209 Shape210 Shape211 Shape212 Shape213 Shape214 Shape215 Shape216 Shape217 Shape218 Shape219 Shape220 Shape221 Shape222 Shape223

How satisfied were you with the…




A. Ease of understanding the initial notice and what was requested of you?

Very

Dissatisfied



1

Dissatisfied




2

Neither Satisfied nor Dissatisfied


3

Satisfied




4

Very

Satisfied



5

Don’t Know / Not Applicable


NA

B. Completeness of instructions you received for resolving your issue?

1

2

3

4

5

NA

C. Ease of understanding responses from the IRS?

1

2

3

4

5

NA

D. IRS keeping you informed about

the status of your case?

1

2

3

4

5

NA

E. Explanation regarding the resolution of your issue?

1

2

3

4

5

NA


8









Shape224 Shape225 Shape226 Shape227 Shape228 Shape229 Shape230 Shape231 Shape232 Shape233 Shape234 Shape235 Shape236 Shape237 For the next set of questions, regardless of your satisfaction with the outcome of your issue, please focus on the personal treatment you received throughout the process of resolving your issue.





Shape238 Shape239 Shape240 Shape241 Shape242 Shape243 Shape244

How satisfied were you with the…




A. Tone of the written IRS correspondence concerning your issue?

Very

Dissatisfied



1

Dissatisfied




2

Neither Satisfied nor Dissatisfied


3

Satisfied




4

Very

Satisfied



5

Don’t Know / Not Applicable


NA


B. Politeness of any individuals you spoke with at the IRS concerning your issue?

1

2

3

4

5

NA



9







Shape245 Shape246 Shape247 Shape248 Shape249 Shape250 Shape251 Shape252 If you werevery dissatisfied or ‘dissatisfied’ with any of the aspects in question 5-8 above, please provide a brief explanation of why you gave this rating in the box provided.






Shape253 10









Shape254 Shape255 Please mark the topic that best describes your main issue.

Shape256 1 Status of refund

Shape257 2 Status of payment

3 Penalty/Interest charges

Shape258 4 Earned income credit

11 5 Exemptions/Dependents

Shape259 6 Name/Address changes

7 Credits (child care, education, etc.)

Shape260 8 Identity theft

Shape261 9 Other changes or attachments to original return not specified in list


Shape262 For this recent interaction, how many days elapsed between the time you submitted your correspondence or amended return and the time you received a reply?

Shape263 1 Less than 15 days

2 15-29 days

Shape264 12 3 30-44 days

4 45-60 days

Shape265 5 Over 60 days

Shape266 6 Did not receive a reply


Shape267 Form 13257-F (Rev. 7-2013) Cat. No. 36148R www.irs.gov Department of the Treasury - Internal Revenue Service

Shape268 Shape269 What do you think is a reasonable time frame to wait for the IRS to respond to your issue?

Shape270 1 Less than 15 days

Shape271 2 15-29 days

13 3 30-44 days

Shape272 4 45-60 days

Shape273 5 Over 60 days


Shape274 Was your issue with the IRS completely resolved?

14

1 Yes

Shape275 Shape276 2 No (Skip to question 16)

Shape277 3 Not sure (Skip to question 16)


Shape278 How many days did it take to resolve your issue from the time you contacted, or were contacted by, the IRS about this issue?

Shape279 1 Less than 15 days

Shape280 15 2 15-29 days

3 30-44 days

Shape281 4 45-60 days

Shape282 5 Over 60 days


Shape283 Who represented you while resolving your issue?



Shape284 Shape285 Shape286 Shape287 Shape288 Shape289 Shape290 Shape291 Shape292


A. A tax professional

Yes

1

No

2

B. Yourself

1

2

C. An individual with tax knowledge

1

2

D. Other (Please specify)

1

2


16





Shape293 Shape294 Shape295 Did you use any of the following methods to contact the IRS about this issue?



Shape296 Shape297 Shape298 Shape299 Shape300 Shape301 Shape302 Shape303 Shape304


A. Email

Yes

1

No

2

B. Mail

1

2

C. Toll-free line

1

2

D. In person

1

2

E. Other (Please specify)

1

2


17







Shape305 Shape306 Shape307 Shape308 Shape309 Have you contacted the IRS about the same issue

18 for any prior year's tax return?

1 Yes

Shape310 2 No (Skip to question 20)



Shape311 Shape312 How would you rate the level of service received

19 from this contact versus previous contacts?

1 Better

Shape313 Shape314 2 Worse

3 The same

Shape315 Shape316 Shape317 Shape318 Shape319 Shape320 Shape321 Shape322 Shape323 Shape324 Shape325 Shape326 Shape327 Shape328 Shape329 Shape330 Shape331 Shape332 Shape333 Shape334 Shape335 Shape336 Shape337 Shape338 Shape339 Shape340 Shape341 Shape342 Shape343 Shape344 Shape345 Shape346 Shape347 Shape348 Shape349 Shape350 Shape351 Shape352 Shape353 Shape354 Shape355 Shape356 Shape357 Shape358 Shape359 Shape360 Shape361 Shape362 Shape363 Shape364 Shape365 Shape366 Shape367 Shape368 Shape369 Shape370 Shape371 Shape372 Shape373 Shape374 Shape375 Shape376 Shape377


Shape378 Shape379 Regardless of the outcome of your case, how much do you agree with the following statements?









Shape380 Shape381 Shape382 Shape383 Shape384 Shape385 Shape386 Shape387 Shape388 Shape389 Shape390 Shape391 Shape392 Shape393 Shape394 Shape395 Shape396 Shape397 Shape398 Shape399 Shape400 Shape401 Shape402 Shape403 Shape404




A. I received an adequate description of the Adjustments process

Strongly

Disagree


1

Disagree



2

Neutral



3

Agree



4

Strongly

Agree


5

Don’t Know / Not Applicable

NA

B. My experience reflected the described

Adjustments process

1

2

3

4

5

NA

C. I had the opportunity to provide information

important to my case

1

2

3

4

5

NA

D. I was treated with respect during the

Adjustments process

1

2

3

4

5

NA


20









Shape405 Shape406 Form 13257-F (Rev. 7-2013) Cat. No. 36148R www.irs.gov Department of the Treasury - Internal Revenue Service

Shape407 Shape408 Overall, how well did the IRS meet your expectations

21 while handling your Adjustments case?

Much Worse Than Expected

Worse Than

Expected

As

Expected

Better Than

Expected

Much Better Than Expected


Shape409 1 2 3 4 5


Shape410 Shape411 If you answered “Worse than expected” or “Much worse than expected” to the above question, can you describe what caused you to feel that way?


Shape412 22





Shape413 Shape414 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 email address (if available). This information will not be shared with the IRS and will be used only for the purpose of survey research.


Shape415 PHONE NUMBER

EMAIL ADDRESS

Shape416 Shape417 Shape418 Shape419 Shape420 Shape421 Shape422 Shape423 Shape424 Shape425 Shape426 Shape427 Shape428 Shape429 Shape430 Shape431 Shape432 Shape433 Shape434 Shape435 Shape436 Shape437 Shape438 Shape439 Shape440 Shape441 Shape442 Shape443 Shape444 Shape445 Shape446 Shape447 Shape448 Shape449 Shape450 Shape451 Shape452 Shape453 Shape454 Shape455 Shape456 Shape457 Shape458 Shape459 Shape460 Shape461 Shape462 Shape463 Shape464 Shape465 Shape466 Shape467 Shape468 Shape469 Shape470 Shape471 Shape472 Shape473 Shape474 Shape475 Shape476 Shape477 Shape478

Shape479 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

Shape480 Service at 1-877-777-4778.


Shape481 Use this space for comments or suggestions for improvements.




Shape482 23






















Shape483 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

Shape484 Number for this study is 1545-2250. 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, 1111 Constitution Ave. SE:W:CAR:MP:T:M:S – Room 6129, NW, Washington, DC 20224.





Thank you for completing the survey.


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






Shape485 Shape486 Form 13257-F (Rev. 7-2013) Cat. No. 36148R www.irs.gov Department of the Treasury - Internal Revenue Service

Shape1

1


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