A11-20-4 IRS_gov Foresee Customer Satisfaction Survey Attachment.xlsx

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

A11-20-4 IRS_gov Foresee Customer Satisfaction Survey Attachment.xlsx

OMB: 1545-2290

Document [xlsx]
Download: xlsx | pdf
CUSTOM QUESTIONS






Beta version






























Beta version CUSTOM QUESTION LIST
QID Question Text A11 Category Answer Choices
(limited to 50 characters)
Skip to Note Type (select from list) Question Label Required
Y/N
1 Please rate your agreement with the following statements about your visit to IRS.gov today:
This interaction increased my trust in the IRS
Trust Strongly Disagree

Radio button, one-up vertical
Y

Disagree




Neutral




Agree




Strongly Agree



2 I am satisfied with the service I received from IRS.gov Satisfaction Strongly Disagree

Radio button, one-up vertical
Y
Disagree




Neutral




Agree




Strongly Agree




3 My need was addressed Quality Strongly Disagree

Radio button, one-up vertical
Y

Disagree





Neutral





Agree





Strongly Agree



4 It was easy to complete what I needed to do Ease Strongly Disagree

Radio button, one-up vertical
Y

Disagree





Neutral





Agree





Strongly Agree



5 It took a reasonable amount of time to do what I needed to do Efficiency Strongly Disagree

Radio button, one-up vertical
Y

Disagree





Neutral





Agree





Strongly Agree




6 It was easy to find the information that I needed on IRS.gov
Strongly Disagree



N

Disagree




Neutral




Agree




Strongly Agree



7 It was easy to understand the information on IRS.gov
Strongly Disagree



N

Disagree




Neutral




Agree




Strongly Agree



8 I am likely to use IRS.gov as my primary resource for tax information
Strongly Disagree



N
Disagree
Neutral
Agree
Strongly Agree
9 I am visiting IRS.gov today as….
An individual taxpayer (myself, my household, family member, etc.)

Radio button, one-up vertical
Y

A business (corporation, partnership, small business, employee, etc.)





A charity or non-profit organization (tax exempt entity, government entity, employee, etc.)





A tax professional (accountant, attorney, bank trust officer, enrolled agent, tax consultant, tax preparer, etc.)





Other




10 What was your main reason for visiting IRS.gov today?
COVID-19 or Economic Impact Payment 12
Radio button, one-up vertical
Y

Tax forms, publications, or instructions 12




Refund status or refund information 12




Filing or filing information 12




Payments or balance info (make a payment, payment agreements, check balance, find payment info, etc.) 11




Tax records (tax transcript, account transcript, etc.) 12




Tools for tax professionals (e.g., e-services) 12




Free File information 12




Tax Identification Number (EIN, PTIN, ITIN, etc.) 12




Penalties 12




Credits and deduction information 12




Amended tax return status or amend my previously filed return 12




Identity theft, fraud, or scams 12




General tax information 12




Other




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

Checkbox, one-up vertical
N

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




Other



12 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

Radio button, one-up vertical
N
I successfully logged in or created an account

I was unable to log in or create an account

13 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

Checkbox, one-up vertical
N

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)


Visited IRS.gov

14 What other online services would you want IRS.gov to provide?



Text area, <255 character limit
N
15 What suggestions do you have to improve existing IRS.gov services?



Text area, <255 character limit
N
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