A11-23-1 Sitewide Survey

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Overview

Always On
General Intercept
Post Transaction
Metadata Fields
Survey Targeting

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Sheet 1: Always On

Survey Type

Always On

Property

UAT:

Targeting Logic

ex: URL, page path, parameter

Page / Q. #

Include / Exclude

Survey Text

Required?

Answer Type

Answer Choices

Condition

Experience Cloud Field

Notes

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Sheet 2: General Intercept

Survey Type

Always On

Property

UAT:

Targeting Logic

ex: URL, page path, parameter

Page / Q. #

Include / Exclude

Survey Text

Required?

Answer Type

Answer Choices

Condition

Experience Cloud Field

Notes

Please rate your agreement with the following statements about your visit to IRS.gov today:

1

Include

This interaction increased my trust in the IRS.

Y

Scale 1-5

A-11

2

Include

I am satisfied with the service I received from IRS.gov.

Y

Scale 1-5

A-11

3

Include

My need was addressed.

Y

Scale 1-5

A-11

3.1

Include

Why was your need not addressed? Please do NOT provide any personal information (name, Social Security number, etc.) in your response.

N

Text

Only ask if the score on question 3 is a 1 or 2

4

Include

It was easy to complete what I needed to do.

Y

Scale 1-5

A-11

5

Include

It took a reasonable amount of time to do what I needed to do.

Y

Scale 1-5

A-11

6

Include

Who are you visiting IRS.gov today as? (Select all that apply.)

N

Checkboxes

Myself (individual) or on behalf of others (example: family member, spouse or client) Business (example: corporation, partnership, small business or my employer) Charity or non-profit organization (example: tax exempt entity or government entity) Tax professional (example: accountant, attorney, bank trust officer, enrolled agent, tax consultant or tax preparer) Other

6.1

Include

Which situation best describes who you’re helping? (Select all that apply.)

N

Checkboxes

Non-filer of a federal income tax return First-time federal income tax return filer Employee earning a wage or salary (Standard 1040 Filer) Retiree Earns self-employment income Someone who has employees Foreign national living in the United States US taxpayer living abroad Parent acting on behalf of a child Active duty member of the military Estate administrator acting on behalf of a deceased person and/or their estate Receives disability benefits

Only ask if respondent answers "myself" from question 6

7

Include

What was your reason for visiting IRS.gov today? (Select all that apply.)

N

Checkboxes

Refund status Tax forms, publications, or instructions Filing or filing information Payments, payment plans or balance information Tax records (tax transcript, account transcript, etc.) Tools for tax professionals (e.g., e-services) Free File information Economic impact payment information Tax Identification Number (EIN, PTIN, ITIN, etc.) Penalties Credits and deduction information Amended tax return status or information Identity theft, fraud, or scams General tax information Seek contact information Child tax credit payment information Other

7.1

Include

Please indicate which specific payment tasks describe your visit today. (Select all that apply.)

N

Checkboxes

Make an online payment Seek information about payment options Set up an installment agreement or online payment agreement Look-up, modify, or cancel an existing payment Look-up, modify, or cancel an existing payment agreement Check my account balance View my payment history Seek contact information Other

Only ask if respondent answers "payments" option from question 7

8

Include

Prior to this visit, what contact have you had with the IRS about your main reason for visiting? (Select all that apply.)

N

Checkboxes

Have not been in contact with the IRS for this reason Received a notice or letter from the IRS Called the IRS and spoke to a customer service representative Called the IRS and used the automated phone system to get information Visited an IRS office (Taxpayer Assistance Center) Used the IRS2Go Mobile App Visited IRS.gov

9

Include

Were you able to log in to (or create an account for) any IRS online tool today?

N

Radio Buttons

I did not have to log in or create an account I successfully logged in or created an account I was unable to log in or create an account

10

Include

What suggestions do you have to improve existing IRS.gov services? Please do NOT provide any personal information (name, Social Security number, etc.) in your response.

N

Text

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Sheet 3: Post Transaction

Survey Type	Intercept
Property
Targeting Logic	ex: URL, page path, parameter
Page / Q. #	Include / Exclude	Survey Text	Required?	Answer Type	Answer Choices	Condition	Experience Cloud Field	Notes

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Sheet 4: Metadata Fields

See updated BPP spec here: https://docs.google.com/spreadsheets/d/1SumhmxFhmuGajNAclpmQqNfQoUDaFUWs5d-PqgWIVDI/edit#gid=0
	MEDALLIA EXPERIENCE CLOUD
MEC Name	MEC Field ID	MEC Field Type	Included in Filter
App ID (Mobile)	e_bp_digital_mobile_app_id_auto	Autoindexed Text	Yes
App Version (Mobile)	e_bp_digital_mobile_app_version_auto	Autoindexed Text	Yes
Browser Language	e_bp_digital_language_auto	Autoindexed Text	Yes
Browser Name	e_bp_digital_browser_name_auto	Autoindexed Text	Yes
Browser Version	e_bp_digital_browser_version_auto	Autoindexed Text	Yes
City	e_bp_digital_city_auto	Autoindexed Text	Yes
ClickTale Session URL	e_bp_digital_clicktale_session_url	Hyperlink	No
Country	e_bp_digital_country_auto	Autoindexed Text	Yes
Country Code	e_bp_digital_country_code_auto	Autoindexed Text	No
Decibel Insight Session URL	e_bp_digital_decibel_insight_session_url	Hyperlink	No
Device	e_bp_digital_device_hardware_type_auto	Autoindexed Text	Yes
Device ID (Mobile)	e_bp_digital_mobile_device_id_auto	Autoindexed Text	Yes
Device Marketing Name	e_bp_digital_device_marketing_name_auto	Autoindexed Text	Yes
Device Model	e_bp_digital_device_model_auto	Autoindexed Text	Yes
Device Model (Mobile)	e_bp_digital_mobile_device_model_auto	Autoindexed Text	Yes
Device Vendor	e_bp_digital_device_vendor_auto	Autoindexed Text	Yes
Digital ID	e_bp_digital_unit	Unit	Yes
Digital Survey	e_bp_digital_itm_survey_alt	Alternative Set	Yes
Form ID	e_bp_digital_form_id_txt	Text	No
Form Name	e_bp_digital_form_name_txt	Text	No
Glassbox Session URL	e_bp_digital_glassbox_session_url	Hyperlink	No
Historical Data Flag	e_bp_historical_data_flag_yn	Enumerated	No
IP Address	e_bp_digital_ip_address_txt	Text	No
Is Mobile Device	e_bp_digital_device_is_mobile_yn	Enumerated	No
Is Mobile Phone	e_bp_digital_device_is_mobile_phone_yn	Enumerated	No
Is Tablet	e_bp_digital_device_is_tablet_yn	Enumerated	No
Language Locale	e_bp_digital_language_locale_txt	Text	No
Operating System	e_bp_digital_device_os_name_auto	Autoindexed Text	Yes
Origin Type	e_bp_digital_origin_type_auto	Autoindexed Text	No
OS Type (Mobile)	e_bp_digital_mobile_os_type_auto	Autoindexed Text	Yes
OS Version	e_bp_digital_device_os_version_auto	Autoindexed Text	Yes
OS Version (Mobile)	e_bp_digital_mobile_os_version_auto	Autoindexed Text	Yes
Record Type - Digital All	e_bp_record_type_digital_all_yn	Enumerated	No
Record Type - Digital Medallia Digital (MD)	e_bp_record_type_digital_md_yn	Enumerated	No
Region	e_bp_digital_region_auto	Autoindexed Text	Yes
Screen Capture URL	e_bp_digital_screencapture_url	Hyperlink	No
Screen Resolution	e_bp_digital_device_screen_resolution_auto	Autoindexed Text	Yes
SDK Version (Mobile)	e_bp_digital_mobile_sdk_version_auto	Autoindexed Text	Yes
SessionCam Session URL	e_bp_digital_sessioncam_session_url	Hyperlink	No
Tealeaf Session URL	e_bp_digital_tealeaf_session_url	Hyperlink	No
Trigger Type	e_bp_digital_trigger_entity_type_auto	Autoindexed Text	Yes
Unique Record ID	e_bp_digital_response_id_txt	Text	No
URL Query Parameters	e_bp_digital_url_query_parameters_txt	Text	No
Usable Screen Resolution	e_bp_digital_device_usable_screen_resolution_auto	Autoindexed Text	Yes
UUID	e_bp_digital_uuid_txt	Text	No
Responsedate	e_responsedate	Datetime	No
User Replay Session URL	e_bp_digital_user_replay_session_url	Hyperlink	No
Full Story Session URL	e_bp_digital_full_story_session_url	Hyperlink	No
Quantam Metrics Session URL	e_bp_digital_quantam_metrics_session_url	Hyperlink	No
Website URL	e_bp_digital_website_url	Hyperlink	Yes
Development Cycle	k_bp_development_cycle_flag_combined_alt	Enumerated: 1 - Development (Default) 2 - QA 3 - UAT 4 - Demo 5 - Teach 6 - Live	No

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Sheet 5: Survey Targeting

Status		yyyy-MM-dd
Summary
This targeting specifications list the different targeting options for both the Always On (Button) strategic survey and the Intercept surveys. The spec is pre-populated with the Medallia best practice default values. This tab can be used as a guide for updating targeting rules. This spec is NOT required to be submitted to your professional services team.
Targeting Option		Targeting Dsecription		Always-On	General Intercept	Behavioral Intercept	Key Questions/Comments
Specific Device Type		Choose any combination of desktop, mobile and tablet.		Desktop, mobile, and tablet	Desktop, mobile, and tablet	Desktop, mobile, and tablet	Do you want to target specific devices only? What is website usage by device? Where is the digital prioritisation? Will all feedback across devices be used?
Include Customers on URLs		Specify pages or URL paths on your website to include intercept survey targeting for.		None	None	None	Required, to ensure URL paths for surveys are delivered.
Exclude Customers on URLs		Specify pages or URL paths on your website to exclude from intercept survey targeting.		None	None	None	Are there any URL paths for critical customer requests / needs, which should not be interrupted?
Abandoning Customers		Target customers only as they intend to leave page, desktop only.		N/A	None	None	How to focus on seemingly points of failures in flow (abandoning page, straight from usage advice)?
Number of Visits		Choose a specific customer visit number or minimum / maximum number of visits to trigger the intercept survey for (e.g. target only first visit, or only after sufficient usage).		N/A	None	None	Do we want to focus on new or returning customers (average yearly metric of returning visitors required for reference)? What impacts the returning customer metrics?
Percentage of Visits		Target a representing set of the visitors. Choose a percentage of sessions on the website.		N/A	5.00%	5.00%	What is the desired volume of digital feedback? What constitutes a significant response sample size?
Time in Session		Target customers after a minimum time in the session (multiple pages can be visited).		N/A	300 seconds	300 seconds	What defines sufficient usage for customers visiting the website (average metric required for reference)? How to ensure customers are not overly interrupted?
Number of Pages Viewed in Visit		Choose a specific number of pages, minimum / maximum number of pages to trigger the intercept survey (e.g. target on the first page visited or only after sufficient usage).		N/A	None	None	What defines sufficient usage for customers visiting the website (average metric required for reference)? Do we want feedback from engaged customers or early interaction feedback?
Time on Page		Target customers only after a minimum time on the page.		N/A	30 seconds	30 seconds	What defines sufficient usage for customers visiting the a specific page? How to ensure customers are not overly interrupted on a new page?
Don't invite a customer that declined a historical invite		Avoid inviting the customer if they declined to provide feedback in the selected timeframe.		N/A	21 days	21 days	Digital specific quarantine - 30 days recommendation for other touchpoints
Don't invite a customer that provided feedback		Avoid inviting the user if they already provided feedback in the selected timeframe.		N/A	90 days	90 days	Digital specific quarantine - 30 days recommendation for other touchpoints Option to distinguish between invitation and response provide
Custom Targeting Rules		Advanced targeting rules to choose whether or not to intercept the customer. These involve references to information available on your website, using associated custom parameters (customer data).			None	None	Do we have any advanced specific use cases to address - such as target a customer at the end of a web chat experience with an agent?