2025-2028 IRS Customer Satisfaction Surveys

Form 13257-F (Rev. September 2021)

Department of Treasury - Internal Revenue Service

OMB# 1545-2250

IRS WAGE & INVESTMENT CUSTOMER SATISFACTION
ACCOUNTS MANAGEMENT/ADJUSTMENTS
The IRS is trying to improve the service it provides taxpayers. You can help in this important mission by answering the questions below. This voluntary survey should take
less than 7 minutes to complete. Your responses will be kept as anonymous as allowed by law to the IRS. If you have any questions about this survey, you may call the
Survey Helpline at 1-888-461-8974 or email them at [email protected].
The following survey is concerned with any adjustments made to your originally filed tax return. These include the submission of correspondence, a second 1040, 1040X,
1040EZ, 1040A, or any adjustment to your originally filed tax return.
Privacy Act and Paperwork Reduction Act Notice
Our authority for requesting information with this survey is 5 U.S.C. Section 301, and 26 U.S.C. Sections 7801, 7803, and 7805. The information you provide allows the IRS
to analyze interactions between the IRS and taxpayers. This information will also help us to improve taxpayer service.
Data collected will be shared with IRS staff, but your responses will be used for research and aggregate reporting purposes only and will not be used for other non-statistical
or non-research purposes. The information that you provide will be protected as required by law. We estimate that it will take 7 minutes to complete this survey, including the
time for reviewing instructions and completing the collection of information. Providing the information is voluntary; not providing all or part of the information requested will
have no impact on you but may reduce our ability to address taxpayer concerns regarding taxpayer service.
We may not conduct or sponsor, and you are not required to respond to, a collection of information unless it displays a valid OMB control number. The OMB number for this
survey is 1545-2250. Send comments regarding this burden estimate for completing the survey or any other aspect of this collection of information, including suggestions for
reducing this burden to: IRS, Special Services Section, SE:W:CAR:MP:T:M:SP, Room 6129, 1111 Constitution Avenue, NW, Washington, DC 20224.

1

Do you recall having written contact with the IRS
regarding your tax return within the last 365 days?

1

2

Was the first contact made by you or by the IRS?

1

3

Did you file an amended return to the IRS within the
last year?

1

4

Did you file the amended return because a notice or
letter from the IRS instructed you to do so?

1

5

2

2

Regardless of whether you agree or disagree
with the outcome, how would you rate your
overall satisfaction with the way your issue was
handled?

2

2

Yes (Reply to question 2)
No (Skip to question 3)
By me
By the IRS
Yes (Reply to question 4)
No, I did not file an amended return (Skip to question 5)
Yes, the notice prompted me to file an amended return
No, I filed an amended return, but not because I received a notice
or letter

Very
Somewhat
Neither
Somewhat
Dissatisfied Dissatisfied Satisfied nor Satisfied
Dissatisfied
1

2

3

4

Very
Satisfied

Not
Applicable

5

NA

For the following questions, please focus on the outcome of the issue you recently resolved with the IRS.
How satisfied were you...

6

Very
Somewhat
Neither
Somewhat
Dissatisfied Dissatisfied Satisfied nor Satisfied
Dissatisfied

Very
Satisfied

Not
Applicable

A. With the outcome of your recent issue with the
IRS?

1

2

3

4

5

NA

B. That your outcome was appropriate based on
information you provided the IRS?

1

2

3

4

5

NA

Catalog Number 36148R

www.irs.gov

Form 13257-F (Rev. 9-2021)

For the next set of questions, regardless of your satisfaction with the outcome of your issue, please focus on the process
and procedures that the IRS used to address and resolve your issue.
How satisfied were you with the...

Very

Somewhat

Neither

Dissatisfied Dissatisfied Satisfied nor
Dissatisfied

7

Somewhat

Very

Not

Satisfied

Satisfied

Applicable

A. Ease of getting more information about your issue
from the IRS?

1

2

3

4

5

NA

B. Ease of providing information requested by the IRS?

1

2

3

4

5

NA

C. Length of time it took to resolve the issue?

1

2

3

4

5

NA

D. Extent to which the IRS used accurate information
about you to process your issue?

1

2

3

4

5

NA

For the next set of questions, regardless of your satisfaction with the outcome of your issue, please focus on the clarity
and timeliness of the information regarding your issue that was provided by the IRS.
How satisfied were you with the...

Very
Somewhat
Neither
Somewhat
Dissatisfied Dissatisfied Satisfied nor Satisfied

Very
Satisfied

Not
Applicable

Dissatisfied

8

A. Ease of understanding the initial notice and what
was requested of you?

1

2

3

4

5

NA

B. Completeness of instructions you received for
resolving your issue?

1

2

3

4

5

NA

C. Ease of understanding responses from the IRS?

1

2

3

4

5

NA

D. IRS keeping you informed about the status of your
case?

1

2

3

4

5

NA

E. Explanation regarding the resolution of your issue?

1

2

3

4

5

NA

For the next set of questions, regardless of your satisfaction with the outcome of your issue, please focus on the personal
treatment you received throughout the process of resolving your issue.
How satisfied were you with the...

9

Very

Somewhat

Neither

Dissatisfied Dissatisfied Satisfied nor
Dissatisfied

A. Tone of the written IRS correspondence concerning
your issue?
B. Politeness of any individuals you spoke with at the
IRS concerning your issue?

Somewhat
Satisfied

Very

Not

Satisfied

Applicable

1

2

3

4

5

NA

1

2

3

4

5

NA

If you were ‘very dissatisfied’ or ‘dissatisfied’ with any of the aspects in questions 5-9 above, please provide a brief explanation
of why you gave this rating in the box provided.

10

Catalog Number 36148R

www.irs.gov

Form 13257-F (Rev. 9-2021)

11

Please mark the topic that best describes your main issue.
1
Status of refund
2
Status of payment
3
Penalty/Interest charges
4
Earned income credit
5
Exemptions/Dependents
6
Name/Address changes
7
Credits (child care, education, etc.)
8
Identity theft
9
Other changes or attachments to original return not specified in list

12

For this recent interaction, how many days elapsed between the time you submitted your correspondence or amended
return and the time you received a reply?
1
Less than 15 days
2
15-29 days
3
30-44 days
4
45-60 days
5
Over 60 days
6
Did not receive a reply

13

What do you think is a reasonable time frame to wait for the IRS to respond to your issue?
1
Less than 15 days
2
15-29 days
3
30-44 days
4
45-60 days
5
Over 60 days

14

15

16

17

Was your issue with the IRS completely resolved?
1
Yes
2
No (Skip to question 16)
3
Not Sure (Skip to question 16)

How many days did it take to resolve your issue from the time you contacted, or were contacted by, the IRS about this
issue?
1
Less than 15 days
2
15-29 days
3
30-44 days
4
45-60 days
5
Over 60 days

Who represented you while resolving your issue?
A. A tax professional
B. Yourself
C. An individual with tax knowledge
D. Other (Please specify)

Yes

No

1

2

1

2

1

2

1

2

Did you use any of the following methods to
contact the IRS about this issue?
A. Email
B. Mail
C. Toll-free line
D. In person
E. Other (Please specify)

Yes

No

1

2

1

2

1

2

1

2

1

2

Catalog Number 36148R

www.irs.gov

Form 13257-F (Rev. 9-2021)

18
19

Have you contacted the IRS about the same issue
for any prior year's tax return?

1

How would you rate the level of service received
from this contact versus previous contacts?

1

2

2
3

Regardless of the outcome of your case, how
much do you agree with the following
statements?

20

21

Better
Worse
The same

Strongly
Disagree

Disagree

Neutral

Agree

Strongly

Not

Agree

Applicable

A. I received a clear description of the Adjustments
process

1

2

3

4

5

NA

B. My experience reflected the described Adjustments
process

1

2

3

4

5

NA

C. I had the opportunity to provide information
important to my case

1

2

3

4

5

NA

D. I was treated with respect during the Adjustments
process

1

2

3

4

5

NA

Overall, how well did the IRS meet your
expectations while handling your Adjustments
case?

1
2
3
4
5

22

Yes
No (Skip to question 20)

Much Worse Than Expected
Worse Than Expected
As Expected
Better Than Expected
Much Better Than Expected

If you answered ”Worse than expected“ or ”Much
worse than expected“ to the above question, can
you describe what caused you to feel that way?

Occasionally, we conduct additional in-depth IRS-related research. Research participants may receive a small monetary
incentive to participate depending on the research. If you are interested in participating in future research, please provide us
with your telephone number and your email address (if available). This information will not be shared with the IRS and will be
used only for the purpose of survey research.

Phone Number:

23

Email Address:

Use this space for comments or suggestions for
improvements.

Thank you for completing the survey.
Please return the questionnaire to
ICF
980 Beaver Creek Drive
Martinsville, VA 24112

Catalog Number 36148R

www.irs.gov

Form 13257-F (Rev. 9-2021)

980 BEAVER CREEK DRIVE
MARTINSVILLE, VA 24112

Do We Have Your Input Yet?
Recently, you received a survey asking your opinions about the
service you received from the IRS in a recent contact. If you
have already completed and returned the survey,
please accept our sincere thanks. If not, please take a few
minutes to complete it and return it today. We want to be sure
we have your opinions and suggestions.
If you did not receive the survey, or it got misplaced, please
call 1-888-461-8974 or email us at [email protected].
Sincerely,
Kristen Flaherty
Kristen Flaherty
Project Manager
ICF

Research conducted by ICF MACRO, INC.

L3_F13257-F