30689 Q_IRS TDC Chat_20181217_DOT (1)

---

Overview

Welcome and Thank You Text
Model Questions
Custom Questions
Custom Questions (12-17-18)

---

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

---

Sheet 2: Model Questions

Model Name		IRS TDC Chat					Red & Strike-Through: Delete
Model ID		ccIwRl0gREZtIAxtAN1VFg4C					Underlined & Italicized: Re-order
Partitioned		No					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 (NPS) (1=Very Unlikely, 10=Very Likely)
4	Recommend	How likely are you to recommend this IRS chat service to someone else?

---

Sheet 3: Custom Questions

Model Name	IRS TDC Chat						Red & Strike-Through: Delete
Model ID	ccIwRl0gREZtIAxtAN1VFg4C						Underlined & Italicized: Re-order
Partitioned	No						Pink: Addition
Date							Blue: Reword
QID	AP Question Tag	Skip From	Question Text	Answer Choices	Skip To	AP Answer Tag	Required Y/N	Type	Special Instructions	CQ Label
JHR8331Q001	fs_chat_resolution		Was your issue resolved to your satisfaction?	Yes		yes	Y	Radio button, one-up vertical	Skip Logic Group*	Chat Resolution
				No	A	no
JHR8331Q002	fs_call	A	Will you need to call the IRS for additional help?	Yes		visit_website_support	Y	Radio button, one-up vertical	Skip Logic Group*	Call Help
				No		none
JHR8331Q003	fs_answer_quality		Please rate your level of satisfaction with the following attributes of our service:	1 – Very dissatisfied		1	Y	Radio button, one-up vertical		Answer Quality
			Quality of Answers	2 – Somewhat dissatisfied		2
				3 – Neither satisfied nor dissatisfied		3
				4 – Somewhat satisfied		4
				5 – Very satisfied		5
JHR8331Q004	fs_speed		Speed	1 – Very dissatisfied		1	Y	Radio button, one-up vertical		Speed
				2 – Somewhat dissatisfied		2
				3 – Neither satisfied nor dissatisfied		3
				4 – Somewhat satisfied		4
				5 – Very satisfied		5
JHR8331Q005	fs_professionalism		Professionalism	1 – Very dissatisfied		1	Y	Radio button, one-up vertical		Professionalism
				2 – Somewhat dissatisfied		2
				3 – Neither satisfied nor dissatisfied		3
				4 – Somewhat satisfied		4
				5 – Very satisfied		5
JHR8331Q006	fs_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
JHR8331Q007	fs_additional_topics		What additional topics would you like to see supported by online live chat?				N	Text area, no char limit		Additional Topics

---

Sheet 4: Custom Questions (12-17-18)

Model Name	IRS TDC Chat						Red & Strike-Through: Delete
Model ID	ccIwRl0gREZtIAxtAN1VFg4C						Underlined & Italicized: Re-order
Partitioned	No						Pink: Addition
Date							Blue: Reword
QID	AP Question Tag	Skip From	Question Text	Answer Choices	Skip To	AP Answer Tag	Required Y/N	Type	Special Instructions	CQ Label
JHR8331Q001	fs_chat_resolution		Was your issue resolved to your satisfaction?	Yes	B, C, D	yes	Y	Radio button, one-up vertical	Skip Logic Group*	Chat Resolution
				No	A	no
JHR8331Q002	fs_call	A	Will you need to call the IRS for additional help?	Yes		visit_website_support	Y	Radio button, one-up vertical	Skip Logic Group*	Call Help
				No		none
JHR8331Q003	fs_answer_quality	B	Please rate your level of satisfaction with the following attributes of our service:	1 – Very dissatisfied		1	Y	Radio button, one-up vertical	Skip Logic Group*	Answer Quality
			Quality of Answers	2 – Somewhat dissatisfied		2
				3 – Neither satisfied nor dissatisfied		3
				4 – Somewhat satisfied		4
				5 – Very satisfied		5
JHR8331Q004	fs_speed	C	Speed	1 – Very dissatisfied		1	Y	Radio button, one-up vertical	Skip Logic Group*	Speed
				2 – Somewhat dissatisfied		2
				3 – Neither satisfied nor dissatisfied		3
				4 – Somewhat satisfied		4
				5 – Very satisfied		5
JHR8331Q005	fs_professionalism	D	Professionalism	1 – Very dissatisfied		1	Y	Radio button, one-up vertical	Skip Logic Group*	Professionalism
				2 – Somewhat dissatisfied		2
				3 – Neither satisfied nor dissatisfied		3
				4 – Somewhat satisfied		4
				5 – Very satisfied		5
JHR8331Q006	fs_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
JHR8331Q007	fs_additional_topics		What additional topics would you like to see supported by online live chat?				N	Text area, no char limit		Additional Topics