OMB No. 1513–0132 (10/31/2021)
2020 TTB Customer Satisfaction Survey
In an effort to help the Alcohol and Tobacco Tax and Trade Bureau (TTB) better serve you, please answer a few questions so we can get to know you and your needs, as well as the most important areas where we can improve our interactions with you.
This survey should take approximately 9 minutes to complete. Your answers will not be provided to other organizations or sold, and you will not receive unsolicited emails because of your participation.
Use the “Previous” and “Next” buttons located at the bottom of the page to navigate the survey. Please do not use the “Back/Forward” buttons on your browser, as you might lose the survey session in your browser. Once you have completed the survey, remember to hit the “Submit” button on the last page.
We appreciate your feedback!
* Mandatory questions for survey logic
[Survey logic]
Do you own or work/consult for a company (or companies) that makes, imports, or exports alcohol, tobacco, and/or firearms/ammunition? *
Yes [Go to Q2 – move on]
No [Go to DQ page]
Thanks for your interest in providing feedback to TTB! This particular survey is designed to collect feedback on the services we provide to people who own or work for TTB-regulated businesses and regularly interact with TTB.
What best describes your primary role as it relates to your interactions with TTB?
Owner of a TTB-regulated company
Employee of a TTB-regulated company
Outside consultant, counsel, accountant, or compliance specialist, for TTB-regulated companies
Other, please specify [TEXT BOX]
What is your title?
[TEXT BOX]
Approximately how many people work at your company? (If you are a consultant, approximately how many people work at the typical companies for which you consult?)
I don’t know
501+
101-500
51-100
16-50
1-15, please specify number: [TEXT BOX]
In which state are you located?
[Pulldown]
What type of operations does your company (or the companies you consult for) engage in? (Select all that apply)
Beer/malt beverage production
Wine production/storage/blending/bottling
Cider and/or mead production
Distilled spirits production (for beverage consumption)
Distilled spirits production (for nonbeverage or industrial use other than for fuel)
Alcohol beverage wholesale
Alcohol beverage importing
Alcohol beverage exporting
Alcohol fuel production
Industrial or tax-free alcohol dealer or user
Nonbeverage products (e.g., flavors, perfumes, etc.) production
Tobacco products (e.g., cigarettes, snuff, paper, tubes, etc.) production
Tobacco products (e.g., cigarettes, snuff, paper, tubes, etc.) importing
Processed tobacco production/importing
Tobacco export warehouse
Firearms or ammunition production (including gunsmiths)/importing
Other (please specify) [TEXT BOX]
Are you responsible for preparing new/original permit applications, or amendments (e.g., change of ownership, change of address)? *
Yes [Go to next question]
No [Go to next system]
I prefer not to answer [Go to next system]
Over the course of your career, how many new/original permit and/or amendment applications have you prepared? *
None yet [Go to reasonable amount of time question]
A few (1-3)
A moderate amount (4-20)
Many (21+)
How have you submitted your permit applications to TTB over the last few years? *
Permits Online
On paper, via the mail
Why haven’t you used Permits Online? (Select all that apply)
I wasn’t aware I could submit amendments using Permits Online for permits we originally applied for through the mail
I wasn’t aware of changes to Permits Online that might benefit me (e.g., ability to add an owner/officer in one place and have it automatically update all of my permits; auto approval of certain amendments, etc.)
The changes made to Permits Online over the past few years haven’t provided enough benefit to me to change the way I do things
I can submit multiple amendments at the same time via the mail, but in Permits Online, I have to wait for approval on one before I am allowed to submit the next one
Permits Online asks me to fill out more fields when I do an amendment than I need to if I file the same amendment through the mail
The guidance I saw in Permits Online was confusing or conflicting
The process I have works for me and I see no reason to change it
Other: [TEXT BOX]
Combination of Permits Online and paper
Why did you use a combination of Permits Online and paper? (Select all that apply)
I used to apply for permits on paper but I have switched to Permits Online recently
I wasn’t aware I could submit amendments using Permits Online for permits we originally applied for through the mail
I wasn’t aware of changes to Permits Online that might benefit me (e.g., ability to add an owner/officer in one place and have it automatically update all of my permits; auto approval of certain amendments, etc.)
The changes made to Permits Online over the past few years haven’t provided enough benefit to me to change the way I do things
I can submit multiple amendments at the same time via the mail, but in Permits Online, I have to wait for approval on one before I am allowed to submit the next one
Permits Online asks me to fill out more fields when I do an amendment than I need to if I file the same amendment through the mail
The process I have works for me and I see no reason to change it
Other: [TEXT BOX]
Over the last year, how satisfied are you with your experience applying for new/original permits?
Very dissatisfied
Dissatisfied
Neither dissatisfied nor satisfied
Satisfied
Very satisfied
No basis to judge
Over the last year, how satisfied are you with your experience applying for permit amendments?
Very dissatisfied
Dissatisfied
Neither dissatisfied nor satisfied
Satisfied
Very satisfied
No basis to judge
What is a reasonable amount of time for TTB to process new/original permit applications?
1 – 30 days
31 – 60 days
61 – 90 days
91 – 120 days
121 days or more
What is a reasonable amount of time for TTB to process permit amendments?
1 – 30 days
31 – 60 days
61 – 90 days
91 – 120 days
121 days or more
Are you responsible for preparing nonbeverage formula applications (e.g., flavors, perfumes, etc.)? *
Yes [Go to next question]
No [Go to next system]
I prefer not to answer [Go to next system]
Over the course of your career, how many nonbeverage formula applications have you prepared? *
None yet [Go to next system]
A few (1-3)
A moderate amount (4-20)
Many (21+)
Over the last year, how satisfied are you with your experience applying for nonbeverage formula approvals?
Very dissatisfied
Dissatisfied
Neither dissatisfied nor satisfied
Satisfied
Very satisfied
No basis to judge
Are you responsible for preparing beverage formula applications? *
Yes [Go to next question]
No [Go to next system]
I prefer not to answer [Go to next system]
Over the course of your career, how many beverage formula applications have you prepared? *
None yet [Go to reasonable amount of time question]
A few (1-3)
A moderate amount (4-20)
Many (21+)
Over the last year, how satisfied are you with your experience applying for beverage formula approvals?
Very dissatisfied
Dissatisfied
Neither dissatisfied nor satisfied
Satisfied
Very satisfied
No basis to judge
What is a reasonable amount of time for TTB to process beverage formula applications?
1-15 days
16-30 days
31-45 days
46-60 days
61 days or more
Are you responsible for preparing label applications (Certificates of Label Approval [COLAs] or exemptions)? *
Yes [Go to next question]
No [Go to next system]
I prefer not to answer [Go to next system]
Over the course of your career, how many label applications have you prepared? *
None yet [Go to reasonable amount of time question]
A few (1-3)
A moderate amount (4-20)
Many (21+)
Over the last year, how satisfied are you with your experience applying for label approvals?
Very dissatisfied
Dissatisfied
Neither dissatisfied nor satisfied
Satisfied
Very satisfied
No basis to judge
What is a reasonable amount of time for TTB to process beverage label applications?
1-15 days
16-30 days
31-45 days
46-60 days
61 days or more
Are you responsible for preparing excise tax returns? *
Yes [Go to next question]
No [Go to next system]
I prefer not to answer [Go to next system]
Over the course of your career, how many excise tax returns have you prepared? *
None yet [Go to how would you prefer to submit returns to TTB question]
A few (1-3)
A moderate amount (4-20)
Many (21+)
How have you submitted your excise tax returns to TTB over the past few years? *
Online, via Pay.gov
On paper, via the mail
Why haven’t you used Pay.gov?
I do not know what Pay.gov is
I did not know I could use Pay.gov for this
I tried Pay.gov and did not like it
I wasn’t able to get through the Pay.gov registration process
Pay.gov requires me to file earlier than filing by mail
I use software to print TTB forms and do not want to reenter the information on Pay.gov
I prefer to use paper
Other [please specify] [TEXT BOX]
Combination of Pay.gov and paper
Why did you use a combination of Pay.gov and paper?
I used to file on paper but have switched to Pay.gov
I tried Pay.gov and did not like it
Pay.gov requires me to file earlier than filing by mail
I now use software to print TTB forms and do not want to reenter the information on Pay.gov
Other [please specify] [TEXT BOX]
Over the last year, how satisfied are you with your experience preparing/submitting excise tax returns?
Very dissatisfied
Dissatisfied
Neither dissatisfied nor satisfied
Satisfied
Very satisfied
No basis to judge
How would you prefer to submit excise tax returns to TTB?
Online
Paper form sent by U.S. Mail
How would you prefer to make excise tax payments?
Online
Write a paper check and send it by U.S. Mail
Are you responsible for preparing operational reports (the forms you periodically send TTB detailing your operations)? *
Yes [Go to next question]
No [Go to next system]
I prefer not to answer [Go to next system]
Over the course of your career, how many operational reports have you prepared? *
None yet [Go to how would you prefer to submit reports question]
A few (1-3)
A moderate amount (4-20)
Many (21+)
How have you submitted your operational reports to TTB over the past few years? *
Online, via Pay.gov
On paper, via the mail
Why haven’t you used Pay.gov?
I do not know what Pay.gov is
I did not know I could use Pay.gov for this
I tried Pay.gov and did not like it
I wasn’t able to get through the Pay.gov registration process
Pay.gov requires me to file earlier than filing by mail
I use software to print TTB forms and do not want to reenter the information on Pay.gov
I prefer to use paper
Other [please specify] [TEXT BOX]
Combination of Pay.gov and paper
Why did you use a combination of Pay.gov and paper?
I used to file on paper but have switched to Pay.gov
I tried Pay.gov and did not like it
Pay.gov requires me to file earlier than filing by mail
I now use software to print TTB forms and do not want to reenter the information on Pay.gov
Other [please specify] [TEXT BOX]
Over the last year, how satisfied are you with your experience preparing/submitting operational reports?
Very dissatisfied
Dissatisfied
Neither dissatisfied nor satisfied
Satisfied
Very satisfied
How would you prefer to submit operational reports to TTB?
Online
Paper form sent by U.S. Mail
Are you responsible for preparing tax claims (manufacturers of nonbeverage products (MNBP) drawback, export drawback, overpayment, etc.)?*
Yes [Go to next question]
No [Go to next system]
I prefer not to answer [Go to next system]
Over the course of your career, how many tax claims have you prepared? *
None yet [Go to reasonable amount of time question]
A few (1-3)
A moderate amount (4-20)
Many (21+)
Over the last year, how satisfied are you with your experience making a tax claim?
Very dissatisfied
Dissatisfied
Neither dissatisfied nor satisfied
Satisfied
Very satisfied
No basis to judge
What is a reasonable amount of time for TTB to process tax claims?
1-15 days
16-30 days
31-45 days
46-60 days
61 days or more
No basis to judge
How would you prefer to submit tax claims to TTB?
Online
Paper form sent by U.S. Mail
Please indicate if you are responsible for preparing any of the following (Select all that apply):
Special occupational tax (SOT) returns
Export certificates/documentation
Waivers
Other [please specify] [TEXT BOX]
None of the above
Please indicate your level of agreement with the following statements about TTB OVERALL:
|
Strongly Disagree |
Disagree |
Neither disagree nor agree |
Agree |
Strongly Agree |
No basis to judge |
TTB is customer service oriented |
|
|
|
|
|
|
TTB is knowledgeable about my industry |
|
|
|
|
|
|
TTB regulates the industry in a way that encourages innovation while balancing consumer safety |
|
|
|
|
|
|
Please indicate your level of agreement with the following statements about your EXPERIENCE with TTB:
|
Strongly Disagree |
Disagree |
Neither disagree nor agree |
Agree |
Strongly Agree |
No basis to judge |
I understand what is expected of me to comply with TTB rules and regulations |
|
|
|
|
|
|
It is easy to find what I need on the TTB website |
|
|
|
|
|
|
If I need help, I am confident that I can reach someone at TTB to answer my questions |
|
|
|
|
|
|
Information from TTB is clear and easy for me to understand |
|
|
|
|
|
|
Information from TTB is consistent |
|
|
|
|
|
|
Overall, I am satisfied with TTB.
Strongly disagree
Disagree
Neither disagree nor agree
Agree
Strongly agree
In thinking back to your LAST VISIT to the TTB website (TTB.gov and/or TTBonline.gov), what was the main subject of that visit? *
Permits or permit amendments (Go to permit question)
Beverage formulas (Go to formula question)
Nonbeverage formulas (Go to specific task question)
Labels (Go to label question)
Excise taxes (Go to tax return question)
Operational reports (Go to op report question)
Tax claims (Go to claims question)
Other (Go to specific task question)
I have not visited the TTB website, or I don’t remember the subject of my visit (Go to next section)
What was the main permit-related task(s) you were trying to accomplish during that visit? (Select all that apply) (to task completion question)
Get a basic overview of permitting rules and regulations
Get an overview of the permit application process (what to prepare, etc.)
Learn about new/updated permitting rules, regulations, or policies
See if I need to file an amendment
Research a specific question about the permitting rules or a particular field on the application
Fill out a permit or amendment application using Permits Online
Check the average application processing times for planning purposes
Check status of an application I submitted
Download a permit form(s)
Other (please specify) [TEXT BOX]
What was the main formula-related task(s) you were trying to accomplish during that visit? (Select all that apply) (to task completion question)
Get a basic overview of formulation rules and regulations
Get an overview of the formula application process (what to prepare, etc.)
Learn about new/updated formulation rules, regulations, or policies
See if a beverage required a formula review
Research a specific question about the formulation rules or a particular field on the application
Fill out a formula application using Formulas Online
Check the average application processing times for planning purposes
Check status of an application I submitted
Make requested corrections to my application
Download a formula approval form
Other (please specify) [TEXT BOX]
What was the main labeling task(s) you were trying to accomplish during that visit? (Select all that apply) (to task completion question)
Get a basic overview of labeling rules and regulations
Get an overview of the label application process (what to prepare, etc.)
Learn about new/updated labeling rules, regulations, or policies
See if the label changes I wanted to make required another TTB COLA approval
Research a specific question about the labeling rules or a particular field on the application
Fill out a label application/exemption using COLAs Online
Check the average application processing times for planning purposes
Check status of an application I submitted
Make requested corrections to my application
Download a label approval form
Other (please specify) [TEXT BOX]
What was the main excise tax-related task(s) you were trying to accomplish during that visit? (Select all that apply) (to task completion question)
Get a basic overview of excise tax rules and regulations
Learn how to fill out the return form (what to prepare, etc.)
Learn about new/updated excise tax rules, regulations, or policies
Research a specific question about the excise tax rules or a particular field on the form
Download the return form
Submit return and/or pay online using Pay.gov
Other (please specify) [TEXT BOX]
What was the main report-related task(s) you were trying to accomplish during that visit? (Select all that apply) (to task completion question)
Get a basic overview of reporting rules and regulations
Learn how to fill out an operational report form (what to prepare, etc.)
Learn about new/updated reporting rules, regulations, or policies
Research a specific question about the reporting rules or a particular field on the form
Download an operational report form
Submit report through Pay.gov
Other (please specify) [TEXT BOX]
What was the main tax claims-related task(s) you were trying to accomplish during that visit? (Select all that apply) (to task completion question)
Get a basic overview of claims rules and regulations
Learn how to fill out a claim form (what to prepare, etc.)
Learn about new/updated claims rules, regulations, or policies
Research a specific question about the claim rules or a particular field on the form
File a claim electronically using the Online Claims Submission process on TTB.gov
Download a claim form
Other (please specify) [TEXT BOX]
What was the specific task(s) you were trying to accomplish during your latest visit? [TEXT BOX] (go to NEXT question)
Were you able to accomplish your task(s) successfully?
Yes
Partially
No
Not applicable or I don’t remember
Did you contact TTB by phone, email, or web form any time in the last 12 months? *
Yes
No (skip to next section)
I don’t remember or prefer not to answer (skip to next section)
In thinking back to the LAST TIME you contacted TTB with a question, how did you contact us? (Select all that apply)
I called a number I found on the TTB website
I filled out a web form or emailed an address I found on the TTB website
I sent a note/email to the specialist reviewing my application using an online application
I contacted my local investigator/auditor
I contacted a TTB employee whose information I had from a previous interaction
Other (please specify) [TEXT BOX]
What was the main subject of your question(s) the last time you contacted TTB? *
Permits or permit amendments (Go to permit question)
Beverage formulas (Go to formula question)
Nonbeverage formulas (Go to specific task question)
Labels (Go to label question)
Excise taxes (Go to tax return question)
Operational reports (Go to op report question)
Tax Claims (Go to claims question)
Other (Go to specific task question) [TEXT BOX]
I don’t remember or prefer not to answer (Go to next section)
Why did you contact TTB about permits or permit amendments? (Select all that apply)
Wanted a basic overview of the permitting rules and regulations
Wanted an overview of the permit application process and how to prepare
Needed clarification on new/updated permitting rules, regulations, or policies
See if I needed to file an amendment
Had a very specific question about the permitting rules or a particular field on the application
Needed technical support with Permits Online (had trouble logging in or using it)
Wanted to find out the average application processing times for planning purposes
Wanted an update on the status of my application
Needed information on the corrections TTB requested I make to my application
Couldn’t find the permit form I needed on the website
Other (please specify) [TEXT BOX]
Why did you contact TTB about beverage formulas? (Select all that apply)
Wanted a basic overview of the formulation rules and regulations
Wanted an overview of the formula application process and how to prepare
Needed clarification on new/updated formulation rules, regulations, or policies
Wanted to see if a beverage required a formula review
Had a very specific question about the formulation rules or a particular field on the application
Needed technical support with Formulas Online (had trouble logging in or using it)
Wanted to find out the average application processing times for planning purposes
Wanted an update on the status of my application
Needed information on the corrections TTB requested I make to my application
Other (please specify) [TEXT BOX]
Why did you contact TTB about labels? (Select all that apply)
Wanted a basic overview of the labeling rules and regulations
Wanted an overview of the label application process and how to prepare
Needed clarification on new/updated labeling rules, regulations, or policies
Wanted to see if the label changes I wanted to make required another TTB COLA approval
Had a very specific question about the labeling rules or a particular field on the application
Needed technical support with COLAs Online (had trouble logging in or using it)
Wanted to find out the average application processing times for planning purposes
Wanted an update on the status of my application
Needed information on the corrections TTB requested I make to my application
Other (please specify) [TEXT BOX]
Why did you contact TTB about excise taxes? (Select all that apply)
Wanted a basic overview of tax rules and regulations
Wanted a general walkthrough of how to fill out the excise tax return form
Needed clarification on new/updated tax rules, regulations, or policies
Had a specific question about the tax rules or a particular field on the form
Couldn’t find the return form I needed on the website
Needed technical support with Pay.gov (had trouble logging in or using it)
Needed to find out if TTB had received my tax return
Other (please specify) [TEXT BOX]
Why did you contact TTB about operational reports? (Select all that apply)
Wanted a basic overview of reporting rules and regulations
Wanted a general walkthrough of how to fill out a report form
Needed clarification on new/updated reporting rules, regulations, or policies
Had a specific question about the report rules or a particular field on the form
Couldn’t find the report form I needed on the website
Needed technical support with Pay.gov (had trouble logging in or using it)
Needed to find out if TTB had received my operational report
Other (please specify) [TEXT BOX]
Why did you contact TTB about claims? (Select all that apply)
Wanted a basic overview of claim rules and regulations
Wanted a general walkthrough of how to fill out a claim form
Needed clarification on new/updated claim rules, regulations, or policies
Had a specific question about the claim rules or a particular field on the form
Couldn’t find the claim form I needed on the website
Needed to find out if TTB had received my claim
Wanted an update on the status of my claim
Other (please specify) [TEXT BOX]
How many times did you contact TTB in search of an answer to your question(s)?
1
2-3
4+
I don’t remember
Did you get a satisfactory answer to your question(s)?
Yes
Partially
No
I don’t remember
What is the reasonable amount of time for TTB to respond to the communications listed below?
|
24 hours |
2-3 days |
4-7 days |
8-14 days |
15-30 days |
31+ days |
Voicemail |
|
|
|
|
|
|
|
|
|
|
|
|
|
U.S. Mail |
|
|
|
|
|
|
In thinking about your experiences communicating with TTB over the last 12 months, please indicate your level of agreement with the following statements:
|
Strongly Disagree |
Disagree |
Neither disagree nor agree |
Agree |
Strongly Agree |
No basis to judge |
If I have a question, it is easy for me to find the right person at TTB to contact |
|
|
|
|
|
|
It is easy to get help quickly when I need it |
|
|
|
|
|
|
The TTB employees I speak to are knowledgeable |
|
|
|
|
|
|
The answers I get from TTB employees are clear and help me take the right action |
|
|
|
|
|
|
In thinking about your experiences communicating with TTB over the last 12 months, please indicate your level of agreement with the following statements about the CONSISTENCY OF INFORMATION from TTB:
|
Strongly Disagree |
Disagree |
Neither disagree nor agree |
Agree |
Strongly Agree |
No basis to judge |
Answers I get from TTB employees are consistent from employee to employee |
|
|
|
|
|
|
Answers I get from TTB employees are consistent with federal regulations |
|
|
|
|
|
|
Answers I get from TTB employees are consistent with what I see on the website |
|
|
|
|
|
|
Information on the website is consistent with federal regulations |
|
|
|
|
|
|
Information is consistent across the website |
|
|
|
|
|
|
In thinking about your experiences communicating with TTB over the last 12 months, please indicate your level of agreement with the following statements about the CONSISTENCY OF TTB DECISIONS:
|
Strongly Disagree |
Disagree |
Neither disagree nor agree |
Agree |
Strongly Agree |
No basis to judge |
Decisions on applications I submit are consistent, regardless of who processes the application |
|
|
|
|
|
|
Decisions on applications are consistent across my industry |
|
|
|
|
|
|
I am confident that if an application decision was not consistent I could raise my concerns with TTB |
|
|
|
|
|
|
Please select up to 3 things we could do to make it easier to get the answers you need when you contact us:
Improve the consistency of answers I receive from TTB
Answer the phone in a timely manner
Call me back in a timely manner when I leave a voicemail/request an auto call back
Add an online chat feature
Respond to my email/web form submission more quickly
Provide recorded messages about current topics of interest (e.g., tax law changes) that I can listen to when I call
Allow me to communicate directly with the specialist reviewing my application
Other (please specify) [TEXT BOX]
We welcome any additional feedback you’d like to provide: [TEXT BOX]
If we have follow-up questions about your survey responses, may we contact you? If so please add your name and contact information.
Name [TEXT BOX]
Company [TEXT BOX]
Email Address [TEXT BOX]
Phone Number [TEXT BOX]
I believe that my answers to this survey will be used to improve my experience with TTB.
Strongly Disagree
Disagree
Neither disagree nor agree
Agree
Strongly agree
Thank you! We appreciate your feedback and will use it to improve TTB’s services.
When you click “Submit” you’ll be taken to the TTB Volunteer page. We hope you will sign up to help TTB test new features or provide additional feedback on our services in the future.
Paperwork
Reduction Act Notice
This
survey is issued in accordance with the Paperwork Reduction Act of
1995. This survey is used by TTB to obtain feedback from agency
customers on how well the Bureau is doing in meeting its strategic
objectives and in accomplishing its mission, and it will provide
specific information to the Bureau regarding where it needs to make
adjustments to its public communications efforts. Response to
this survey is voluntary.
The
estimated average burden associated with this information collection
is 9 minutes per respondent, depending on individual circumstances.
Comments concerning the accuracy of this burden estimate and
suggestions for reducing it should be addressed to the Records
Management Officer, Regulations and Rulings Division, Alcohol and
Tobacco Tax and Trade Bureau, 1310 G Street, NW., Box 12, Washington,
DC 20005.
An
agency may not conduct or sponsor, and a person is not required to
respond to, an information collection unless it displays a current,
valid OMB control number. This survey is approved under OMB
control number 1513–0132.
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| File Modified | 0000-00-00 |
| File Created | 2021-01-13 |