A11-23-2 Direct Pay 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

1

Include

Please rate your agreement with the following statements about your visit to IRS Direct Pay today: This interaction increased my trust in the IRS.

Y

Scale 1-5

1 = Strongly Disagree

A11 Trust

2 = Disagree

3 = Neutral

4 = Agree

5 = Strongly Agree

2

Include

I am satisfied with the service I received from IRS Direct Pay.

Y

Scale 1-5

1 = Strongly Disagree

A11 Satisfaction

2 = Disagree

3 = Neutral

4 = Agree

5 = Strongly Agree

3

Include

My need was addressed.

Y

Scale 1-5

1 = Strongly Disagree

A11 Need

2 = Disagree

3 = Neutral

4 = Agree

5 = Strongly Agree

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 Area

If Strongly Disagree or Disagree selected in 3

A11 need

4

Include

It was easy to complete what I needed to do.

Y

Scale 1-5

1 = Strongly Disagree

All Ease

2 = Disagree

3 = Neutral

4 = Agree

5 = Strongly Agree

5

Include

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

Y

Scale 1-5

1 = Strongly Disagree

A11 Efficiency

2 = Disagree

3 = Neutral

4 = Agree

5 = Strongly Agree

6

Include

What is the reason for your payment today?

Y

Radio Buttons

Payment Plan or Installment Agreement

Purpose

Tax Return (balance due when filing)

Estimated Tax

Proposed Tax Asessment

Extension

Amended Return

Other

7

Include

What features or benefits prompted you to use IRS Direct Pay? (Select all that apply.)

Y

Checkboxes

Online payment option

No fees

No registration

Look up status, edit or cancel my payment

None of the above

Other

8

Include

Which methods have you previously used to submit payments to the IRS? (Select all that apply.)

Y

Checkboxes

This is my first time submitting payments to the IRS

Selecting this response should disable the remaining responses

IRS Direct Pay

Paper process

Online credit card payment

Electronic Funds Transfer Payment System (EFTPS.gov)

Electronic Fund Withdrawal (with e-file returns)

Other

9

Include

What would be your preferred choice of payment if Direct Pay was not available?

Y

Radio Buttons

Mail in check

Pay in person

Credit card

Electronic Funds Transfer Payment System (EFTPS.gov)

Pay when you e-file

Don't know

10

Include

How likely are you to contact customer service as a result of your visit today?

Y

Scale 0-10

1=Very Unlikely, 10=Very Likely

11

Include

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

N

Text Area

Improve

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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?