A11-23-11 PPS Toll-Free Survey - Updated A-11 Version, 12-14-2021

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

A11-23-11 PPS Toll-Free Survey - Updated A-11 Version, 12-14-2021

OMB: 1545-2290

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PPS Toll-Free IVR Survey


Please answer the questions using the following scale:


press 5 for strongly agree,

press 4 for agree,

press 3 for neither disagree nor agree,

press 2 for disagree,

press 1 for strongly disagree


  1. This interaction increased my trust in the IRS.

[Rating 5-1]


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

[Rating 5-1]


  1. Any additional feedback on your scores?

Begin speaking at the tone. Press any key when you are finished.


  1. My need was addressed.

[Rating 5-1]


  1. It was easy to complete what I needed to do.

[Rating 5-1]


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

[Rating 5-1]


7. I was treated fairly.

[Rating 5-1]


8. The employees I interacted with were helpful.

[Rating 5-1]


9. What issue did you call about today?

For Transcript request, press 1

For Account related issue, press 2

For Explanation of a notice or Letter from the IRS, press 3

For A general tax law question, press 4

For Other, press 5


10. Including today, how many times have you called about this particular issue?

Press 1 through 4 for the number of times you have called

Press 5 for 5 or more times.


  1. Did the IRS representative answer all your questions today?

If yes, press 1

If no, press 2


  1. Will the information you received today eliminate the need for further calls on this issue?

If yes, press 1

If no, press 2


  1. Overall, how well did the IRS meet your expectations during your call today?

For Much better than expected, press 5

For Better than expected, press 4

For As expected, press 3

For Worse than expected, press 2

For Much worse than expected, press 1

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