2018-2021 IRS Customer Satisfaction Surveys

Dear
We need your help with an important initiative we are undertaking to improve our service to America's taxpayers. We
want to get feedback from taxpayers like you who have been through the Innocent Spouse claim process with the Internal
Revenue Service.
In a few days, you will receive a survey from our contractor, Fors Marsh Group, asking for your opinions about working
with the IRS during and after the processing of your Innocent Spouse claim. Please give this survey to the person in your
household who had the most contact with the IRS on this matter. Answering these questions should take less than 5
minutes. Your answers will be combined with responses from other taxpayers to help measure taxpayer 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.
We are committed to improving IRS service to every taxpayer. Please help us in this effort by completing and returning
the survey as soon as possible. If you do not receive a survey within the next week, please contact the Survey Helpline at
1-800-521-7177 or email [email protected].
Thank you in advance for your cooperation.
Sincerely,

Denice D. Vaughan
Director, Campus Exam

L1

Dear
A few days ago, you received a letter from Denice D. Vaughan, Director, Campus Exam, asking for your help with an
important research project.
FMG is administering a nationwide survey among people who have had contact with the IRS. We want to know your
opinions regarding the Innocent Spouse claims process and the service you received. Your responses are critical to the
accuracy of this research. If any other person was primarily responsible for dealing with the IRS on this matter, please
give the survey to that person and encourage him or her to respond.
You may complete the survey either by mail or online. To complete it online, type the following link into your web
browser and enter the password provided below:
www.xxxxxx

Password:

The password will save any answers you've entered in the event of computer disruptions. FMG will not share your
password with the IRS at any time during or after this study.
FMG will hold your identity anonymous and will not provide any of your identifying information to the IRS. Your
answers will be grouped with others, so that no individual reply can be traced back to a person or case number.
This brief survey should take less than 5 minutes to complete. We have included a postage-paid reply envelope for you to
return your completed survey. If you have any questions or concerns, please feel free to contact FMG's Survey Helpline at
1-800-521-7177 or email [email protected].
Thank you in advance for your cooperation.
Sincerely,

Brian K. Griepentrog, Ph. D.
Director of Research
Fors Marsh Group LLC

L2

Do We Have Your Input Yet?
Recently, you received a survey asking your opinions about the service
you received from the IRS. If you have already completed and returned
the survey, please accept our sincere thanks. If not, please take a few
minutes to complete and return it today. We want to be sure we have
your opinions and suggestions for improving the IRS’s service to the
public.
If you have not responded to the survey, we will be sending one more
copy of the survey in case you did not receive the first one or it has been
misplaced. If you have any questions or concerns about this survey,
please contact us at 1-800-521-7177 or email
[email protected].

Brian K. Griepentrog, Ph. D.
Director of Research
Fors Marsh Group LLC

L3

Dear
Recently you received a letter requesting your feedback about your experiences during a recent claim. So far, we have not
received your completed survey. If you have already completed and returned the survey, thank you. If you have not
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 give the survey to that person and encourage him or her to respond.
As described in our previous communication, FMG is administering a nationwide survey among people who have
recently went through the Innocent Spouse claims process. Your name was selected for this survey through a random
sample of those who went through the claims process. We want to know your opinions regarding the process and the
service you received. Your responses are critical to the accurate evaluation of the IRS's service.
You may complete the survey either by mail or online. To complete it online, type the following link into your web
browser and enter the password provided below:
www.IRSsurvey.com

Password:

The password will save any answers you've entered in the event of computer disruptions. FMG will not share your
password with the IRS at any time during or after this study.
FMG will hold your identity anonymous and will not provide any of your identifying information to the IRS. Your
answers will be grouped with others, so that no individual reply can be traced back to a person or case number. Your
participation is voluntary.
The survey should take less than 5 minutes to complete. We have included a postage-paid reply envelope for you to
return your completed survey. If you have any questions or concerns, please feel free to contact FMG's Survey Helpline
at 1-800-521-7177 or email [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 employees and services. Your honest opinions
will help bring about this improvement.
Thank you in advance for your participation.
Sincerely,

Brian K. Griepentrog, Ph. D.
Director of Research
Fors Marsh Group LLC

L4

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