A11-20-12 Mobile Survey in English Attachment.xlsx

Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)

A11-20-12 Mobile Survey in English Attachment.xlsx

OMB: 1545-2290

Document [xlsx]
Download: xlsx | pdf

Overview

Sheet1
Sheet2


Sheet 1: Sheet1

QID Question Text Answer Choices Skip To Required Y/N Type
1 Please rate your agreement with the following statements about your visit to IRS.gov today:
This interaction increased my trust in the IRS.
1 = Strongly Disagree
Y Radio button
2 = Disagree


3 = Neutral


4 = Agree


5 = Strongly Agree


2 I am satisfied with the service I received from IRS.gov. 1 = Strongly Disagree
Y Radio button
2 = Disagree


3 = Neutral


4 = Agree


5 = Strongly Agree


3 My need was addressed. 1 = Strongly Disagree 3.1 Y Radio button
2 = Disagree 3.1

3 = Neutral


4 = Agree


5 = Strongly Agree


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


N Text area
4 It was easy to complete what I needed to do. 1 = Strongly Disagree
Y Radio button
2 = Disagree


3 = Neutral


4 = Agree


5 = Strongly Agree


5 It took a reasonable amount of time to do what I needed to do. 1 = Strongly Disagree
Y Radio button
2 = Disagree


3 = Neutral


4 = Agree


5 = Strongly Agree


6 Who are you visiting IRS.gov today as? (Select all that apply.) Myself (individual) or on behalf of others (example: family member, spouse or client) 6.1 Y Checkbox
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 Which situation best describes who you’re helping? (Select all that apply.) Non-filer of a federal income tax return  
N Checkbox
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


7 What was your reason for visiting IRS.gov today? (Select all that apply.) Economic impact payment information
Y Checkbox
Refund status


Tax forms, publications, or instructions


Child tax credit payment information 7.2

Filing or filing information


Payments, payment plans or balance information 7.1

Tax records (tax transcript, account transcript, etc.)


Tools for tax professionals (e.g., e-services)


Free File 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


Other


7.1 Please indicate which specific payment tasks describe your visit today. (Select all that apply.) Make an online payment
N Checkbox
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


7.2 Please indicate which specific child tax credit payment tasks describe your visit today. (Select all that apply.) Check eligibility status
N Checkbox


View payment history




Update payment information




Update mailing address




Unenroll from payments




Re-enroll in payments




Find general information about the credit


8 Prior to this visit, what contact have you had with the IRS about your main reason for visiting? (Select all that apply.) Have not been in contact with the IRS for this reason
Y Checkbox
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 Were you able to log in to (or create an account for) any IRS online tool today? I did not have to log in or create an account
Y Radio button
I successfully logged in or created an account


I was unable to log in or create an account


10 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 area

Sheet 2: Sheet2

Checkbox, one-up vertical
Drop down, select one
Radio button, one-up vertical
Radio button, scale, has don't know
Radio button, scale, no don't know
Text area, no char limit
Text field, <100 char
File Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

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