2018-2021 IRS Customer Satisfaction Surveys

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 received a notice informing you of a balance
due or return delinquency on your tax return.
In a few days, you will receive a questionnaire asking your opinions about the collection process with the IRS.
Please direct it to the person who had the most contact with the IRS on this matter. The questionnaire 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 to the extent allowed by law
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 questionnaire as soon as possible. If you do not receive a questionnaire, please contact the
Survey Helpline at 1-866-960-7897.
Sincerely,
DelRey Jenkins
Director, Campus Collection

L1_13257-A

Pacific Consulting Group/Scantron
IRS Customer Survey
P.O. Box 64530
St. Paul, MN 55164-0530 USA

Dear
A few days ago, you received a letter from DelRey Jenkins, Director, Campus Collection, 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 about the collection process you went through which began with
a notice informing you of a balance due or a return delinquency. Your responses are critical to the accuracy of
this research.
We are sending questionnaires to a random sample of taxpayers who have gone through the collection process
on a recent 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.
You may complete this survey either by mail or online. To complete it online, type the following link into your
browser: http://www.surveycsco.com. Then enter your password.
Password:
Providing your password ensures that only those invited to take the survey can access it. We will not share your
password with the IRS at any time during or after this study.
The questionnaire is quite brief and should take less than 5 minutes to complete. Please use the postage-paid
reply envelope to return your completed questionnaire. If you have any questions about this survey, please feel
free to call the Survey Helpline at 1-866-960-7897.
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,
Dr. Peter Webb
Project Director
L2_13257-A

Do We Have Your Input Yet?

Recently, you received a questionnaire asking your opinions
about the service 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 1-866-960-7897.

Dr. Peter Webb
Project Director

L3_13257-A

Pacific Consulting Group/Scantron
IRS Customer Survey
P.O. Box 64530
St. Paul, MN 55164-0530 USA

Dear
A few days ago, you received a survey from DelRey Jenkins, Director, Campus Collection, asking for your help
with an important research project. If you have already completed the survey, thank you. If you have not
already done so, please take a few minutes to fill in your responses.
We are administering a nationwide survey among people who have had contact with the Internal Revenue
Service (IRS). We want to know your opinions about the collection process you went through which began
with a notice informing you of a balance due or a return delinquency. Your responses are critical to the
accuracy of this research.
We are sending questionnaires to a random sample of taxpayers who have gone through the collection process
on a recent 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.
You may complete this survey either by mail or online. To complete it online, type the following link into your
browser: http://www.surveycsco.com. Then enter your password.
Password:
Providing your password ensures that only those invited to take the survey can access it. We will not share your
password with the IRS at any time during or after this study.
The questionnaire is quite brief and should take less than 5 minutes to complete. Please use the postage-paid
reply envelope to return your completed questionnaire. If you have any questions about this survey, please feel
free to call the Survey Helpline at 1-866-960-7897.
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,
Dr. Peter Webb
Project Director
L4_13257-A

IRS CUSTOMER SATISFACTION SURVEY

OMB # 1545-2250

COMPLIANCE SERVICES COLLECTION OPERATION
The IRS is trying to improve its service to the public. You can help in this important mission by answering the
questions below. This voluntary survey should take less than 5 minutes to complete. Your responses will be kept
completely anonymous to the IRS. If you have any questions about this survey, you may call the Survey Helpline at
1-866-960-7897.
The questions that follow ask your opinion regarding how the IRS handled your most recent collection process. For
each question, regardless of whether you agree or disagree with the final outcome, please indicate your answer by
checking the box that best represents your opinion.

1 Please consider only the written notices you received from the IRS when answering the following questions.
Very
Please rate your satisfaction with the following:
Dissatisfied
a. Overall, the way your issue was handled by the Collection
Operation..............................................................................................
b. Ease of understanding the initial notice/letter.......................................
c. Length of time you were given to respond to the Collection
Operation..............................................................................................
d. Ease of obtaining the information you needed from the IRS................
e. Letter from the IRS adequately addressed all of your issues................
f. Length of time the IRS took to respond to your written inquiry...........
g. How well the IRS kept you informed of the status of your case..........
h. Explanation of the actions the IRS took to resolve your issue.............
i. The amount of time it took, from when you first wrote to the IRS
about this collection issue until it was resolved....................................

Neither
Somewhat Satisfied nor Somewhat Very
Dissatisfied Dissatisfied Satisfied Satisfied

2 Did you request information from the Collection Operation, such as: income earned, forms, where to file,
payment plans, payments received, etc.?
Yes (Continue to Question 3 and 4)

No (Skip to Question 5)

3 How did you request this information (select all that apply)?
Telephone

Mail

Email

IRS Web site

Other (Specify): _________________________________

4 When replying to your request for information, did the IRS respond within 45 days?
Yes

No

Did not receive a reply

5 How much do you agree with the following statements?
a.
b.
c.
d.

Strongly
Disagree

Disagree

Neutral

Agree

Strongly
Agree

I received an adequate description of the collection process...................
My experience reflected the described collection process.......................
I had the opportunity to provide information important to my case.......
I was treated with respect during the collection process.........................

6 Overall, how well did the IRS meet your expectations during your interaction with the Collection Operation?
Much better than expected
Better than expected
As expected
Worse than expected
Much worse than expected
Form 13257-A (Rev. 4-2014)

Cat. No. 34052E

Department of the Treasury – Internal Revenue Service

7b Are you...?

7a Did you...?
Use a tax professional to assist you with resolving this issue
Represent yourself in resolving this issue
Both

The taxpayer
A tax professional who represented the taxpayer
Someone else who assisted the taxpayer

8 Which statement best describes the reason(s) for your interaction with the Collection Operation
(select all that apply)?
I owed money because I didn’t pay the balance due on my
return(s) when I filed
I owed money because the IRS adjusted/changed my taxes
I needed to resolve an issue with unfiled return(s)
I wanted to set up a payment plan to pay my taxes

I wanted to tell the IRS that I could not
afford to pay my taxes
I needed information about income I had
earned in order to file my tax returns
Other

9 What actions did you take to resolve your tax issue (select all that apply)?
a. Called the IRS telephone number listed in the IRS
notice (Continue to Questions 10a, 10b, and 10c)
b. Called an IRS telephone number, but not the one in
the notice (Continue to Questions 10a, 10b, and 10c)
c. Wrote a letter/letters to IRS
d. Set up a payment plan (Continue to Question 10d)

e. Filed past due tax returns
f. Visited an IRS office
g. Looked for information on IRS.gov on
how to resolve my issue
h. Other

10 If you selected either a or b in Question 9 above, please answer Questions a, b, and c below.
If you selected d in Question 9 above, please answer Question d below.

Very
Rate your satisfaction with the following:
Dissatisfied
a. Regardless of the outcome of your case, satisfaction with the service
you received on the call(s)....................................................................
b. Length of time it took you to get through to the Collection Operation
employee..............................................................................................
c. Courtesy of the Collection Operation employee..................................
d. Ease of setting up your payment plan..................................................

11 Did you agree with the outcome of your case?

Yes

No

Neither
Somewhat Satisfied nor Somewhat Very
Dissatisfied Dissatisfied Satisfied Satisfied

Not sure

12 Do you have any comments/suggestions for the IRS regarding your experience with the Collection Operation?

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.
Telephone number: ____________________________________

Email address: _______________________________________________

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 1545-2250. 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, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, 1111 Constitution Ave.
NW, Washington, DC 20224.

!

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 64530, St. Paul, MN 55164-0530
Form 13257-A (Rev. 4-2014)

Cat. No. 34052E

Department of the Treasury – Internal Revenue Service