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Caller
hears:
Thank
you for participating in this voluntary survey. Your input will
assist the IRS to improve its Toll-Free service for callers
like you. This survey is being conducted by Pacific Consulting
Group, an independent, third-party organization. All answers
will be kept anonymous to the extent allowed by law. There are
no penalties for not answering some or all of the survey
questions
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I
am going to ask you several questions about your experiences
during this call. Please answer the first set of questions
using the following scale:
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If
you strongly agree, press 5
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For
Somewhat agree, press 4
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For
neither agree nor disagree, press 3
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For
somewhat disagree, press 2
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For
Strongly disagree, press 1
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If
you are not sure, press 9
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Press
the star key to repeat the question.
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You
may press the pound key to go back to the previous questions
and change your answer if necessary.
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1
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Rate
your level of agreement with: This interaction increased my
trust in the IRS
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2
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Rate
your level of agreement with: I am satisfied with the service I
received from the IRS
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3
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Rate
your level of agreement with: My need was addressed
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4
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Rate
your level of agreement with: It was easy to complete what I
needed to do
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5
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Rate
your level of agreement with: It took a reasonable amount of
time to do what I needed to do
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6
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Rate
your level of agreement with: I was treated fairly
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7
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Rate
your level of agreement with: The employees I interacted with
were helpful
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For
the next set of questions about your experiences during this
call, please use the following scale:
If
you were very satisfied, press 5
For
somewhat satisfied, press 4
For
neither satisfied nor dissatisfied, press 3
For
somewhat dissatisfied, press 2
For
very dissatisfied, press 1
If
you are not sure, press 9
Press
the star key to repeat the question
You
may press the pound key to go back to the previous questions
and change your answer if necessary.
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8
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Rate
your satisfaction with the ease of understanding the automated
answering system menu and instructions.
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9
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Rate
your satisfaction with the knowledge of the representative.
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10
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Rate
your satisfaction with how clearly the IRS representative
explained your issue.
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11
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Rate
your satisfaction with the clarity of the notice, bill, or
letter.
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Please
use the same rating scale where 1 is very Dissatisfied and 5 is
very Satisfied. Select 9 if Not Applicable
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12
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If
you called today as the taxpayer, press 1; a tax practitioner,
press 2; or someone else representing the taxpayer, press 3.
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13
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What
was the reason you called today? You may enter your response as
soon as you know your answer
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For
a Levy, press 1
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For
a Lien, press 2
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For
a Balance Due other than a Levy or Lien, press 3
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For
forms or mailing information press 4
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For
Payment Verification, press 5
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For
an Un-Filed Return, press 6
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For
an Appeal, press 7
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To
ask a general question or for any other reason, press 8
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14
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Do
you have any comments or suggestions for the IRS regarding your
experience today? Begin speaking at the tone. Press any key
when you are finished.
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COMPLETION
POINT
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15
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The
IRS periodically asks PCG to do additional research on taxpayer
services. Would you be willing to be contacted by PCG to
participate in future IRS research such as focus groups and
other surveys on taxpayer services? If so, please provide
us with your phone number and email address if you have
one. Our authority for requesting the information is 5 USC
and 26 USC 7801. The information you provide may be
disclosed to an IRS contractor when authorized by law. The
contractor is required to follow to the extent (allowed by law)
protections required by the Privacy Act and/or Internal Revenue
Code section 6103. Research participants may receive a
small monetary incentive to participate depending on the
research project.
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If
you would like to participate, press 1……skip to
Q16
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If
you do not want to participate, press 2…..skip to Q18
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16
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Please
type in your ten-digit phone number beginning with the area
code. Do not enter the 1 before the area code. (FTI)
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17
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Please
state and spell your first and last name. Begin speaking at
the tone. Press any key when you are finished.
(FTI)
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End
Section
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Caller
hears
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That
completes the survey; however, we are required by law to report
to you the OMB Control Number for this public information
request. That number is 1545-2250. In addition, if you have
any comments about the time used to complete this survey or
ways to improve the survey, you may write to the IRS.
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18
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Would
you like the address to mail your comments?
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If
yes, press 1
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If
no, press 2
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If
yes, the caller hears:
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Mail
your comments to:
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Internal
Revenue Service
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Special
Services Section
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SE:W:CAR:MP:T:M:S,
Room 6129
1111
Constitution Ave., NW
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19
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To
repeat this address, press 1.
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Otherwise,
press 2.
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20
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If
you have tried unsuccessfully to resolve a problem with the IRS
or if you have a complaint, you may contact the Taxpayer
Advocate’s office by calling a toll-free telephone
number. If you would like the telephone number of the Taxpayer
Advocate, press 1. Otherwise, press 2.
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If
1, the caller hears:
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The
toll-free Taxpayer Advocate phone number is 1-877-777-4778.
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21
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To
repeat this telephone number, press 1.
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Otherwise,
press 2.
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Survey
End
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Thank
you for participating in this survey. Your information will
help improve the services provided by the IRS. Thank you.
Goodbye.
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