Form 012 2019 012 Q_IRS TDC Chat_20191116

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Overview

Welcome and Thank You Text
Model Questions
Custom Questions

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Sheet 1: Welcome and Thank You Text

	The text you see here will appear at the top and bottom of your survey, examples below.
	Default text is included and you may modify this text as needed.
	Welcome and Thank You Text
		Welcome Text
		Thank you for contacting the IRS customer service team. The feedback that you provide in this survey helps us know what we're doing well and where we can improve. Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.
		Thank You Text
		Thank you for taking our survey - and for helping us serve you better. Please note you will not receive a response from us based on your survey comments. All answers and comments will be used by the IRS to improve your experience.
		Example Desktop

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Sheet 2: Model Questions

Model Name		IRS TDC Chat					Red & Strike-Through: Delete
Model ID		NEW MEASURE					Underlined & Italicized: Re-order
Partitioned		Yes - 2MQ					Pink: Addition
Date							Blue: Reword
Model Version		17.2.G
	Label	Satisfaction Questions		Label	Element Questions		Label	Future Behaviors
		Satisfaction
1	Satisfaction - Overall	What is your overall satisfaction with this chat experience? (1=Very Dissatisfied, 10=Very Satisfied)
2	Satisfaction - Expectations	How well did your chat experience meet your expectations? (1=Fell Short, 10=Exceeded)
3	Satisfaction - Ideal	How well did your experience compare to an ideal chat experience? (1=Not Very Close, 10=Very Close)
		Recommend (1=Very Unlikely, 10=Very Likely)
4	Recommend	How likely are you to recommend this IRS chat service to someone else?

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Sheet 3: Custom Questions

Model Name	Model Name					Red & Strike-Through: Delete
Model ID	Model ID					Underlined & Italicized: Re-order
Partitioned	Partitioned					Pink: Addition
Date						Blue: Reword
QID	AP Question Tag	Skip From	Question Text	Answer Choices	Skip To	Required Y/N	Type	Special Instructions	CQ Label
	chat_resolution		Was your issue resolved to your satisfaction?	Yes	B	Y	Radio button, one-up vertical	Skip Logic Group*	Chat Resolution
				No	A
	call	A	Will you need to call the IRS for additional help?	Yes		Y	Radio button, one-up vertical	Skip Logic Group*	Call Help
				No
	answer_quality		Please rate your level of satisfaction with the following attributes of our service:	1 – Very dissatisfied		Y	Radio button, scale, no don't know		Answer Quality
		B	Quality of Answers	2 – Somewhat dissatisfied
				3 – Neither satisfied nor dissatisfied
				4 – Somewhat satisfied
				5 – Very satisfied
	speed		Speed	1 – Very dissatisfied		Y	Radio button, scale, no don't know		Speed
				2 – Somewhat dissatisfied
				3 – Neither satisfied nor dissatisfied
				4 – Somewhat satisfied
				5 – Very satisfied
	professionalism		Professionalism	1 – Very dissatisfied		Y	Radio button, scale, no don't know		Professionalism
				2 – Somewhat dissatisfied
				3 – Neither satisfied nor dissatisfied
				4 – Somewhat satisfied
				5 – Very satisfied
	improve		If there was one thing we could do to improve your chat experience, what would it be?			N	Text area, no char limit		Improve
	additional_topics		What additional topics would you like to see supported by online live chat?			N	Text area, no char limit		Additional Topics