30689 2020 TDC App 30689 2020 TDC Appeals Secure Messaging Survey vfinal2

E-Government Website Customer Satisfaction Surveys

30689 2020 TDC Appeals Secure Messaging Survey vfinal2.xlsx

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Question Answer
1 Rate Overall Appeal: Rate your satisfaction with the overall way the IRS handled your appeal. 5 Very Satisfied


4 Satisfied


3 Neither satisfied nor dissatisfied


2 Dissatisfied


1 Very Dissatisfied
2 Role: Are you…? (A Taxpayer/Representative) Taxpayer


Representative
3 Previous appeal by Mail: Have you previously been involved in an appeal (by mail)? Yes


No
4 Mail vs Secure Msg: How did the mail appeal process compare to the process using IRS Secure Messaging? 5 Secure Messaging much better than mail


4 Secure Messaging better than mail


3 Secure Messaging same as mail


2 Mail better than Secure Messaging


1 Mail much better than Secure Messaging
5 Rate Status: Rate your satisfaction with how well the Independent Office of Appeals kept you informed of the status of your case. 5 Very Satisfied


4 Satisfied


3 Neither satisfied nor dissatisfied


2 Dissatisfied


1 Very Dissatisfied
6 Rate Length: Rate your satisfaction with the length of the appeal process from start to finish. 5 Very Satisfied


4 Satisfied


3 Neither satisfied nor dissatisfied


2 Dissatisfied


1 Very Dissatisfied
7 Agree With Outcome: Which statement best describes your level of agreement with the outcome of your case? I agreed with all of the tax changes made by IRS

I agreed with some of the tax changes made by IRS, but not all of the changes


I disagreed with all of the tax changes made by the IRS


The IRS did not make any changes to my taxes


Not sure
8 Influenced Decision To Use: Which factor(s) influenced your initial decision to use Secure Messaging for your appeal? (Select all that apply) Ability to upload documents


Ability to communicate electronically


Ability to communicate on my schedule


Ability to resolve the audit quickly


Other
9 Rate Signup: Rate your satisfaction with the ease of signing up to use IRS Secure Messaging. 5 Very Satisfied


4 Satisfied


3 Neither satisfied nor dissatisfied


2 Dissatisfied


1 Very Dissatisfied
10 Rate Ease of Communication: Rate your satisfaction with the ease of using IRS Secure Messaging to communicate with the IRS employee handling your appeal. 5 Very Satisfied


4 Satisfied


3 Neither satisfied nor dissatisfied


2 Dissatisfied


1 Very Dissatisfied
11 Methods of Communication: After enrolling in IRS Secure Messaging, what other methods did you use to communicate with the IRS? (Select all that apply) Phone call


Fax


Mail


Used only Secure Messaging
12 Reason Other Comms: What was the reason for using another method to communicate with the IRS Independent Office of Appeals instead of Secure Messaging? (Select all that apply) Documents were too large/voluminous to send using Secure Messaging


Instructions were not clear


I did not receive a timely response/acknowledgement


I had problems accessing Secure Messaging


Preferred to use mail or fax


Other (please specify)
13 Rate Submitting Docs: Rate your satisfaction with the ease of submitting documentation to the IRS using the Secure Messaging system. (e.g., receipts, copies of bills, etc.) 5 Very Satisfied


4 Satisfied


3 Neither satisfied nor dissatisfied


2 Dissatisfied


1 Very Dissatisfied
14 Reason Other Comms OE: Why else did you use another communication method?
15 Suggestions OE: Do you have any suggestions for improving the IRS Secure Messaging process? To help ensure your privacy, please do not include any personal information in your response (e.g. Name, SSN, address, phone number, etc).



















Influenced Decision To Use: Which factor(s) influenced your initial decision to use Secure Messaging for your appeal? (Select all that apply)
File Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

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