A11-23-3 Accounts Management Toll-Free 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 using your online account: This interaction increased my trust in the IRS.

Y

Scale 1-5

1= Strongly Disagree

Trust

Disagree

Neutral

Agree

5 = Strongly Agree

2

Include

I am satisfied with the service I received from the online tax account tool.

Y

Scale 1-5

1= Strongly Disagree

Satisfaction

Disagree

Neutral

Agree

5 = Strongly Agree

3

Include

The online tax account tool met my needs.

Y

Scale 1-5

1= Strongly Disagree

Service Effectiveness

Disagree

Neutral

Agree

5 = Strongly Agree

4

Include

It was easy to find what I needed.

Y

Scale 1-5

1= Strongly Disagree

Process Ease

Disagree

Neutral

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

Process Efficiency

Disagree

Neutral

Agree

5 = Strongly Agree

6

Include

How long have you had an online account with the IRS?

N

Radio Buttons

First time user

Less than 6 months

More than 6 months, but less than a year

More than a year

6.1

Include

How easy or difficult was the sign-up process for an online tax account?

N

Scale 1-5

1 = Very Difficult

If First time user selected for 6

2

3

4

5 = Very Easy

7

Include

What was the purpose of your visit today? (Select all that apply.)

Y

Checkboxes

View my balance

Make an online payment

View my payment history or activity

View my filing history or tax records

Set up a payment plan

View or modify details of an existing payment plan

View notices or letters

View Economic Impact Payment (stimulus) information

View advance Child Tax Credit payment information

View or update personal contact information

Other (please specify)

7.1

Include

Please rate your level of agreement with the following statement. The details of my balance were clear and easy to understand. (Please select "Don't Know" if your balance was not shown.)

N

Scale 1-5

Strongly Disagree

If View my balance selected for 7

Disagree

Neutral

Agree

Strongly Agree

Don't Know

7.2

Include

Please specify your other reason for visit.

N

Text

If Other (please specify) selescted for 7

Free Response

7.3

Include

What did you want to accomplish by viewing your notice or letter today?

N

Text

If View notices or letters selected for 7

Free Response

8

Include

If you could change or improve one thing about the online tax account tool, what would it be?

N

Text

Free Response

9

Include

What did you like best about your experience today?

N

Text

Free Response

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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?