2018-2021 IRS Customer Satisfaction Surveys

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///DISPLAY Appeals logo on all screens – upper right corner (see J:\Projects\TBD
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PROGRAMMER – DISPLAY THE FOLLOWING AT THE BOTTOM ON ALL SCREENS: The OMB
number for this study is 1545-2250.
///AUTHENTICATION PAGE///
///ASK ALL///
///REQUIRE RESPONSE///
INTRO1. Welcome to the 2015 IRS Appeals Survey. Your name was randomly selected from a list of
taxpayers who have recently appealed a tax issue with the IRS Appeals Office.
The Office of Appeals is independent of any other IRS office and provides a place where disagreements
about the application of tax law can be resolved on a fair and impartial basis. This is a survey to give the
Appeals Office feedback on how they can improve the service they provide to customers like you. This
survey should take no more than 10 minutes.
ICF International, an independent research company, is conducting this survey on behalf of the Office of
Appeals. Kirsten Wielobob is the Chief of Appeals. ICF will not provide any identifying information to the
IRS and will keep your identity private to the extent permitted by law. If you have any questions about the
survey, please contact the ICF Help Desk at [email protected] or 1-800-427-4275.
To verify the authenticity of the survey, please visit IRS.gov and enter the search term ‘customer surveys.’
The IRS Customer Satisfaction Survey page contains a list of valid, current, and unexpired, IRS surveys
and as of this issuance should provide a reference to Appeals.
You will be able to exit at any point and re-enter where you left off. Just return to
http://www.IRSAppealsSurvey.com and enter your unique password.
Please enter your password: [

]

[Submit]
Please note: if you close the survey without clicking the “STOP” button, you will need to wait 10 minutes to
re-enter the survey.

The OMB number for this study is 1545-2250.
///SURVEY STOPPED PAGE ///
Your responses have been saved. When you are ready to continue the survey, please return to
http://www.IRSAppealsSurvey.com and enter your unique password. You will then be taken to the point
where you left off.
///ASK ALL///
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Instructions
Before you begin, here are some instructions about how the survey works:


Click on the NEXT button to save your responses and continue to the next page.

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Click on the PREVIOUS button to view your responses on a previous page. You may change your
answers to responses already entered. Do not use your browser’s Back button. This may
cause you to exit the survey.



You may suspend the survey at any time by clicking STOP. You may re-enter the survey where
you left off by going to http://www.IRSAppealsSurvey.com and re-entering your unique password.
If you close your browser without clicking STOP, the survey will automatically halt and you will
need to wait 10 minutes to re-access the survey and continue where you left off.

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: Internal Revenue Service, Special Services Section, 1111 Constitution Avenue, NW, SE:W:CAR:MP:T:M:S - Room 6129, Washington
DC 20224.
Privacy Statement
The authority requesting the information is 5 USC 301. The primary purpose of asking for the information is to determine steps IRS can take to improve
our service to you. The information may be disclosed as authorized by the routine uses published for the Privacy Act System of Records entitled,
Treas/IRS 00.001 Correspondence Files, including Stakeholder Partnership File, and Correspondence Control Files, as published in the Federal Register:
December 10, 2001 (Volume 66, Number 237)] [Notices] pages 63785-6. Providing the information is voluntary. Not answering some or all of the
questions will not affect you.

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///ASK ALL///
Q2. Are you the person who worked with the IRS Appeals Officer/Settlement Officer on a recent tax
appeals process, for yourself or on behalf of your company or a client?
01
02
03
88

Yes ///GO TO Q3///
No, I never had a case with the IRS Appeals Office
No, I had a case with the IRS Appeals Office, but I am not the person who worked with Appeals
Officer/Settlement Officer
NO ANSWER ///HIDDEN///

///IF Q2=02,03,88 THEN: DISPLY THE FOLLOWING SCREEN:
Thank you for your time. Those are all the questions we have for you.

AND, TERM AS DISP 26
///ASK IF Q2=01///
Q3.
Are you the…
01
Taxpayer
02
Taxpayer’s representative/power of attorney (POA)
03
Corporate Officer (Please specify) ///q3_othop3 NO ANSWER ///HIDDEN/// q3_othop3_codes=88
__________________
04
Other (Please specify) ///q3_othop4 NO ANSWER ///HIDDEN///q3_othop4_codes=88
__________________
88
NO ANSWER ///HIDDEN///
///ASK IF Q3 = 02, ELSE SKIP TO Q3b///
Q3a. How many times have you gone through the appeals process in the past 12 months?
This question is referring to all cases you have represented in Appeals during the last 12 months.
__________ Enter response [0 – 250]
88
NO ANSWER ///HIDDEN, STORE AS Q3a_CODES=88///
///ASK IF Q3=02////POATP. For this survey, please think about the case concerning .

///ASK IF Q2=01///
Q3b. In regards to this specific situation which required you to appeal your case, how satisfied were you
with your IRS experience prior to coming through the Office of Appeals?
Again, please think about only your experience with the IRS before you began working with Appeals.
05
04
03
02
01
96
88

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
Not Applicable
NO ANSWER ///HIDDEN///
3

///ASK IF Q2=01 ///
Q5_1. Regardless of the outcome of your appeal, please rate your overall satisfaction with the Appeals
process.
05
04
03
02
01
96
88

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
Not Applicable
NO ANSWER ///HIDDEN///

///ASK IF [ADRFLAG=1]///
ADRA. Thank you. The remainder of the questions will focus on the process of resolving your tax case with
the Appeals Office and not any other offices within the IRS that you have had contact with. The first few
questions are about the Appeals’ Alternative Dispute Resolution, or ADR, program that was designed to
resolve issues during the audit process. The ADR program includes processes such as Fast Track
Mediation, Fast Track Settlement, Post-Appeals Mediation, Arbitration, Early Referral, and Competent
Authority.
///ASK IF ADRFLAG=01, ELSE SKIP TO ADR1///
ADR0. Our records indicate that you participated in the Alternative Dispute Resolution or ADR
program, specifically the process. Do you recall participating in this program?
01
02
98
88

Yes
//GO TO ADR2A//
No
//GO TO Appeals Section introduction//
I don’t know
//GO TO Appeals Section Introduction//
NO ANSWER ///HIDDEN/// ///GO TO Appeals Section introduction///

///ASK IF ADRFLAG=0///
ADR1. The IRS records indicate that you didn’t use the Alternative Dispute Resolution or ADR program.
Did Appeals or Compliance explain the ADR option to you during the audit?
01
02
03
98
88

Yes
No
//GO TO Appeals Section introduction//
I did use ADR
//GO TO ADR2//
I don’t know
//GO TO Appeals Section introduction//
NO ANSWER ///HIDDEN/// ///GO TO Appeals Section introduction///

///ASK IF ADR1=01///
ADR1a. Why did you decide not to use ADR?
ENTER RESPONSE:_________ //TEXT RANGE 5,000//
88
NO ANSWER ///HIDDEN, STORE AS ADR1a_CODES=88///
///ASK ADR2A – ADR2E IF ADR1=03 OR ADR0=01///
ADR2. Please rate your satisfaction with the following statements. If a question does not apply to you
please select ‘Not Applicable.’ In answering these questions, please think about the entire process and not
just the outcome of your appeal.
05
04
03

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
4

02
01
96
88

Somewhat dissatisfied
Very dissatisfied
Not Applicable
NO ANSWER ///HIDDEN///
A.
B.
C.
D.
E.

The ADR process was impartial.
The mediator/arbitrator (if used) was impartial.
Both sides negotiated in good faith.
The ADR process was effective.
The ADR process helped create realistic options for settling the dispute.

///ASK IF ADR1 = 3 or (ADRFLAG= 1 and ADR0 = 1)///
ADR3. Did you save money by using ADR instead of the established administrative process or
litigation? Please consider the cost of a formal protest, representation, or interest expense.
01
02
98
88

Yes
No
///SKIP TO ADR4///
I don’t know
///SKIP TO ADR4///
NO ANSWER ///HIDDEN/// ///SKIP TO ADR4///

///ASK IF ADR3=01///
ADR3a. Please estimate how much you saved in a dollar amount.
ENTER RESPONSE: _______ [$1 - 9,999,999]
88

NO ANSWER ///HIDDEN, STORE AS ADR3a_CODES=88///

///ASK IF ADR1 = 3 or (ADRFLAG= 1 and ADR0 = 1)///
ADR4. Did you save time by using ADR instead of the established administrative process or litigation?
01
02
03
98
88

Yes, I saved time
No, the time was about the same
No, the time increased
I don’t know
NO ANSWER ///HIDDEN///

///ASK IFADR4=1///
ADR4a. How much time did you save, in months?
01
02
03
04
88

1 month or less
2-4 months
5-10 months
Over 10 months
NO ANSWER ///HIDDEN///

///ASK If ADR4=3///
ADR4b. How much did the time increase, in months?
01
02
03
04
88

Increased 1 month or less
Increased 2-4 months
Increased 5-10 months
Increased over 10 months
NO ANSWER ///HIDDEN ///
5

///ASK IF ADR1 = 3 or (ADRFLAG= 1 and ADR0 = 1)///
ADR5. Did the ADR process timeframes meet your expectations?
01
02
88

Yes
No
NO ANSWER ///HIDDEN

///ASK IF ADR1 = 3 or (ADRFLAG= 1 and ADR0 = 1)///
ADR6. Thinking only of your experience with the ADR process and not your experiences with other parts
of the Appeals process—overall, how satisfied were you with the ADR process?
05
04
03
02
01
88

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
NO ANSWER ///HIDDEN ///

///ASK IF ADR1 = 3 or (ADRFLAG= 1 and ADR0 = 1)///
ADR7. Would you use ADR again?
01
02
88

Yes
No
NO ANSWER ///HIDDEN ///

///ASK IF ADR7=02///
ADR7a. Why wouldn’t you use ADR again?
ENTER RESPONSE: _______ //TEXT RANGE 5,000//
88
NO ANSWER ///HIDDEN, STORE AS ADR7a_CODES=88///
///ASK IF ADR1 = 3 or (ADRFLAG= 1 and ADR0 = 1)///
ADR8. Would you recommend ADR to others?
01
02
98
88

Yes
No
Not sure, it depends
NO ANSWER ///HIDDEN/// ///GO TO ADR9///

///ASK IF ADR8 in (01, 02, 98)///
ADR8a. \ Why would you say that?
ENTER RESPONSE: _______ //TEXT RANGE 5,000//
88
NO ANSWER ///HIDDEN, STORE AS ADR8a_CODES=88///
///ASK IF ADR1 = 3 or (ADRFLAG= 1 and ADR0 = 1)///
ADR9. Is there anything the Internal Revenue Service could do to improve the ADR process?
01
02
88

Yes
No
NO ANSWER ///HIDDEN///

/// ASKIF ADR9=01//
6

ADR9WHAT. What could the Internal Revenue Service do to improve the ADR process?
ENTER RESPONSE: _______ ///TEXT RANGE 5,000///
88
NO ANSWER ///HIDDEN, STORE AS ADR9WHAT_CODES=88///
///ASK IF ADR1 = 3 or (ADRFLAG= 1 and ADR0 = 1)///
ENDADR
Thank you for your feedback on the ADR process.
///ASK IF Q2=01///
Appeals Section
AINTRO. The next few questions will focus on the process of resolving your tax case with the Appeals
Office. Please focus on your experience with the Appeals Office, and not any other experiences you have
had within the IRS.
///ASK Q4_A – Q4_Q IF Q2=01 ///
Q4
Please rate your satisfaction with the following items. If a question does not apply
please select ‘Not Applicable.’ In answering these questions, please think about the
entire process and not just the outcome of your appeal. How satisfied were you with
the …
05
04
03
02
01
96
88

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
Not Applicable
NO ANSWER ///HIDDEN///
Q4_A_.
Explanation by Appeals of the appeals process.
Q4_B_.
Explanation by Appeals of your rights if a resolution is not reached in Appeals.
Q4_C_.
Clarity of the Appeals explanation of records and documents needed for the appeal.
Q4_D_.
Consideration by Appeals of the information that you presented.
Q4_E_.
Application of the law by Appeals to the facts in your case.
Q4_F_.
Appeals Officer's knowledge of your industry's issues and practices.
Q4_G_. Appeals staff listening to your concerns.
Q4_I_.
Professionalism of the Appeals person.
Q4_J_.
Degree of respect shown to you.
Q4_K_.
Clarity of explanations provided for adjustments made to
your tax liability.
Q4_L_.
Explanation by Appeals of your payment options.
Q4_N_.

Time it took to hear from Appeals after you notified the IRS you wanted an appeals
conference.

///ASK IF Q4N in (01,02)///
Q4Na. How many days do you feel it should have taken to hear from Appeals after you notified the IRS
you wanted an appeals conference?
Number of Days: ___[ 0 - 997 ]
88
NO ANSWER ///HIDDEN, STORE AS Q4Na_CODES=88///
///ASK IF Q2=01///
Q4_O_.
Time it took Appeals to schedule your initial conference after they first contacted you.
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05
04
03
02
01
96
88

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
Not Applicable
NO ANSWER ///HIDDEN///

///ASK IF Q4O in (01,02)///
Q4_O_ax. How many days do you feel it should have taken to schedule your initial conference after they
first contacted you?
Number of Days: ___[ 0 - 997 ]
88
NO ANSWER ///HIDDEN, STORE AS Q4Oax_CODES=88///
///ASK IF Q2=01///
Q4_P_.
Length of the appeals process, from start to finish.
05
04
03
02
01
96
88

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
Not Applicable
NO ANSWER ///HIDDEN///

//ASK IF Q4P in (01,02)///
Q4_P_a. How many days do you feel the length of the appeals process should have taken, from start to
finish?
Record Number of Days: ___[ 0 - 997 ]
88
NO ANSWER ///HIDDEN, STORE AS Q4Pa_CODES=88///
///ASK IF Q2=01///
Q4_Q_. Degree of independence that Appeals had from the people who proposed the adjustments.
Did Appeals take a “fresh” look at the disputed items?
05
04
03
02
01
96
88

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
Not Applicable
NO ANSWER ///HIDDEN///

///ASK IF Q4Q in (01,02)///
Q4_Q_a. In what way did you feel Appeals was not independent from the people who proposed the
adjustments?
ENTER RESPONSE: _____ //TEXT RANGE 5,000///
88 NO ANSWER ///HIDDEN, STORE AS Q4_Q_a_CODES=88///
8

//ASK ALL//
Q4R. Did you visit www.IRS.gov during your appeal?
01
02
03
88

Yes
No
I don’t remember
NO ANSWER ///HIDDEN///

///ASK IF Q4R=01///
Q4Ra. Did you find the information on www.IRS.gov helpful in understanding the appeals process?
01
02
88

Yes
No
NO ANSWER ///HIDDEN///

///ASK IF Q2=01 ///
///ASK IF Q5_1=01,02 ///
Q5a. What was the most dissatisfying aspect of the process?
ENTER RESPONSE: _____ //TEXT RANGE 5,000///
88 NO ANSWER ///HIDDEN, STORE AS Q5a_CODES=88///
///ASK IF Q5_1=04,05 //
Q5b. What was the most positive aspect of the appeals process?
ENTER RESPONSE: ________//TEXT RANGE 5,000///
88 NO ANSWER ///HIDDEN, STOE AS Q5B_CODES=88///
///ASK IF Q2=01///
Q6
Do you have any suggestions for improvement of the appeals process?
01
02
88

Yes
No
NO ANSWER ///HIDDEN///

///ASK IF Q6=01///
Q6a. What other suggestions do you have for Appeals to improve the appeals
process?
ENTER RESPONSE: _____ //TEXT RANGE 5,000//
88 NO ANSWER ///HIDDEN, STORE AS Q6a_CODES=88///
///ASK IF Q2=01///
Q7. What is your preferred method of communication with the Appeals Office to resolve your case?
01
02
03
04
05
88

Mail
Telephone
In-person
E-mail
Fax Machine
NO ANSWER ///HIDDEN///
9

///ASK IF Q7 = 04, ELSE SKIP TO Q8///
Q7EMAIL. Please note that Appeals is currently prohibited from sending e-mails to taxpayers or their
representatives, but may receive them.
///ASK IF Q2=01///
Q8. Occasionally, ICF conducts additional in-depth IRS Appeals-related 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.
01
02
88

I am interested in participating in future research.
I am NOT interested in participating in future research.
NO ANSWER ///HIDDEN///

///ASK IF Q8=01///
Phone2. Please enter the telephone number where you would like us to call you.
________________________
88 NO ANSWER ///HIDDEN, STORE AS PHONE2_CODES=88///
///ASK IF Q8=01///
Email. Please enter your email address.
________________________
88
NO ANSWER ///HIDDEN, STORE AS EMAIL_CODES=88///
///COMPLETE PAGE///

CLOSING COMMENTS
CLOSING. That completes the survey. If you have any comments about the time estimate to complete
the survey or ways to improve the survey, you may write to the IRS. The address is:

Special Services Section
1111 Constitution Avenue, NW,
SE:W:CAR:MP:T:M:S - Room 6129
Washington DC 20224.
Thank you for your help with this important survey.

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