30689 Q_IRS Online 30689 Q_IRS Online Account Web Browse_V3_20200422_DOT

E-Government Website Customer Satisfaction Surveys

30689 Q_IRS Online Account Web Browse_V3_20200422_DOT.xlsx

OMB: 1090-0008

Document [xlsx]
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Overview

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


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.







































































































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

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)



















































































































































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

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
File Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
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