30689 Q_IRS Online 30689 Q_IRS Online Account Web Browse_V3_20200422_DOT

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Overview

Welcome and Thank You Text
Attributes
Model Questions V3
Custom Questions
CQs (2020-04-21)

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Sheet 1: Welcome and Thank You Text

Welcome and Thank You Text
	Welcome Text			Thank You Text
	Thank you for visiting your IRS Online Account and taking the time to let 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. Participation is voluntary and all responses are anonymous. We only receive compiled data, which does not allow us to identify you individually. Please DO NOT provide any personal information (name, Social Security number, phone number, email, etc.) in the "comments" sections of this survey. As a reminder, we are NOT able to answer any tax or personal questions submitted through this survey.			Thank you! Your response will be used to help make Online Account better for taxpayers.

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Sheet 2: Attributes

Attribute	Value
Channel	Web
Touchpoint Name	Browse
Hierarchy	No
Model Type	CSAT Web
Journey Phase	Consideration
Touchpoint Type	Standard
Partner Involved	No
Replay	No
Version Number of Model Template	18.1.J
Survey Type	CSAT
Look and Feel	Single Page
Theme Color	#009fea

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Sheet 3: Model Questions V3

Model Name		IRS Online Account V3		Red & Strike-Through: Delete
Model ID		VEtw8MVU8JRE9tt115txUg4C		Underlined & Italicized: Re-order
Partitioned		No		Pink: Addition
Date		1/7/2019		Blue: Reword
Model Version		18.1.J
	Label	Satisfaction Questions
		Satisfaction
1	Satisfaction - Overall	What is your overall satisfaction with the online tax account tool? (1=Very Dissatisfied, 10=Very Satisfied)
2	Satisfaction - Expectations	How well does the online tax account tool meet your expectations? (1=Falls Short, 10=Exceeds)
3	Satisfaction - Ideal	How does the online tax account tool compare to an ideal website tool? (1=Not Very Close, 10=Very Close)

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Sheet 4: Custom Questions

Model Name	IRS Online Account V3							Red & Strike-Through: Delete
Model ID	VEtw8MVU8JRE9tt115txUg4C							Underlined & Italicized: Re-order
Partitioned	No							Pink: Addition
Date	1/7/2019							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
ZAK8367Q001			How long have you had an online account with the IRS?	First-time user	A1		N	Radio button, one-up vertical	Skip logic group	Length of account
				Less than 6 months	A2
				More than 6 months, but less than a year	A2
				More than a year	A2
ZAK8367Q002		A1	How easy or difficult was the sign-up process for an online tax account?	1- Very difficult			N	Radio button, one-up vertical	Skip logic group	Sign up
				2- Somewhat difficult
				3- Neutral
				4- Somewhat easy
				5- Very easy
ZAK8367Q003	visit_frequency	A2	How frequently do you use this tool?	More than once a week			N	Radio button, one-up vertical	Skip logic group	Frequency
				About once a week		weekly
				About once a month		monthly
				About once every few months		few_months
				About every 6 months
				Once a year or less
ZAK8367Q004	primary_reason_govt		What was the purpose of your visit today? (Select all that apply.)	View my balance	B1			Checkbox, one-up vertical	Skip logic group	Purpose
				Make an online payment			Y		Randomize
				View my payment history
				View my previous filing history (AGI or filing status)
				Set up an installment agreement or online payment agreement
				Look-up, modify, or cancel an existing payment or agreement
				Download a copy of my transcript
				Update personal information
				Other (please specify)	B2	other_please_specify			Anchor Answer Choice
ZAK8367Q005		B1	Please rate your level of agreement with the following statement. The details of my balance were clear and easy to understand.	1- Strongly disagree			N	Radio button, one-up vertical	Skip logic group	Balance Details
				2- Somewhat disagree
				3- Neutral
				4- Somewhat agree
				5- Strongly agree
				Not applicable - my balance was not shown
ZAK8367Q006		B2	Please specify your other reason for visit. Please DO NOT provide any personal information (name, Social Security number, phone number, email, etc.) in your response.				N	Text area, no char limit	Skip logic group	Other visit reason
ZAK8367Q007			Please rate your level of agreement with the following statements about using your account online.				Y	Radio button, one-up vertical		Confidence
			This experience increased my confidence in the IRS.	1- Strongly disagree
				2- Somewhat disagree
				3- Neutral
				4- Somewhat agree
				5- Strongly agree
ZAK8367Q008			The online tax account tool met my needs.	1- Strongly disagree			Y	Radio button, one-up vertical		Quality
				2- Somewhat disagree
				3- Neutral
				4- Somewhat agree
				5- Strongly agree
ZAK8367Q009			I was able to find what I needed easily and quickly.	1- Strongly disagree			Y	Radio button, one-up vertical		Ease
				2- Somewhat disagree
				3- Neutral
				4- Somewhat agree
				5- Strongly agree
ZAK8367Q010	improve		If you could change or improve ONE thing about the online tax account tool, what would it be? Please DO NOT provide any personal information (name, Social Security number, phone number, email, etc.) in your response.				N	Text area, no char limit		Change one thing
ZAK8367Q011			What did you like best about your experience today? Please DO NOT provide any personal information (name, Social Security number, phone number, email, etc.) in your response.				N	Tex area, no char limit		Like best

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Sheet 5: CQs (2020-04-21)

Model Name	IRS Online Account V3							Red & Strike-Through: Delete
Model ID	VEtw8MVU8JRE9tt115txUg4C							Underlined & Italicized: Re-order
Partitioned	No							Pink: Addition
Date	1/7/2019							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
ZAK8367Q001			How long have you had an online account with the IRS?	First-time user	A1		N	Radio button, one-up vertical	Skip logic group	Length of account
				Less than 6 months	A2
				More than 6 months, but less than a year	A2
				More than a year	A2
ZAK8367Q002		A1	How easy or difficult was the sign-up process for an online tax account?	1- Very difficult			N	Radio button, one-up vertical	Skip logic group	Sign up
				2- Somewhat difficult
				3- Neutral
				4- Somewhat easy
				5- Very easy
ZAK8367Q003	visit_frequency	A2	How frequently do you use this tool?	More than once a week			N	Radio button, one-up vertical	Skip logic group	Frequency
				About once a week		weekly
				About once a month		monthly
				About once every few months		few_months
				About every 6 months
				Once a year or less
ZAK8367Q004	primary_reason_govt		What was the purpose of your visit today? (Select all that apply.)	View my balance	B1			Checkbox, one-up vertical	Skip logic group	Purpose
				Make an online payment			Y		Randomize
				View my payment history
				View my previous filing history (AGI or filing status)
				Set up an installment agreement or online payment agreement
				Look-up, modify, or cancel an existing payment or agreement
				Download a copy of my transcript
				Update personal information
				Other (please specify)	B2	other_please_specify			Anchor Answer Choice
ZAK8367Q005		B1	Please rate your level of agreement with the following statement. The details of my balance were clear and easy to understand.	1- Strongly disagree			N	Radio button, one-up vertical	Skip logic group	Balance Details
				2- Somewhat disagree
				3- Neutral
				4- Somewhat agree
				5- Strongly agree
				Not applicable - my balance was not shown
ZAK8367Q006		B2	Please specify your other reason for visit. Please DO NOT provide any personal information (name, Social Security number, phone number, email, etc.) in your response.				N	Text area, no char limit	Skip logic group	Other visit reason
ZAK8367Q007			Please rate your level of agreement with the following statements about using your account online.				Y	Radio button, one-up vertical		Confidence
			This experience increased my confidence in the IRS.	1- Strongly disagree
				2- Somewhat disagree
				3- Neutral
				4- Somewhat agree
				5- Strongly agree
ZAK8367Q008			The online tax account tool met my needs.	1- Strongly disagree			Y	Radio button, one-up vertical		Quality
				2- Somewhat disagree
				3- Neutral
				4- Somewhat agree
				5- Strongly agree
ZAK8367Q009			I was able to find what I needed easily and quickly.	1- Strongly disagree			Y	Radio button, one-up vertical		Ease
				2- Somewhat disagree
				3- Neutral
				4- Somewhat agree
				5- Strongly agree
ZAK8367Q010	improve		If you could change or improve ONE thing about the online tax account tool, what would it be? Please DO NOT provide any personal information (name, Social Security number, phone number, email, etc.) in your response.				N	Text area, no char limit		Change one thing
ZAK8367Q011			What did you like best about your experience today? Please DO NOT provide any personal information (name, Social Security number, phone number, email, etc.) in your response.				N	Tex area, no char limit		Like best