CS-13-400 TAS FY2014 Customer Survey

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
EXHIBITS
Exhibit A –Survey Instrument
Exhibit B – Pre-Notification Letter
Exhibit C – Sampling Plan
Exhibit D – Introduction to Online Survey

1

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
Exhibit A.
Taxpayer Advocate Customer Satisfaction Survey Instrument
INTRO1.
Hello, this is
, calling from Pacific Market Research on behalf of the IRS. May I please speak
with (name from phone file)?
01
02
03
98
99
T
SP

Yes, respondent available
No such person (Thank and Terminate)
Respondent not available/Not a good time (Set time to call back)
REFUSED (SELECTED RESPONDENT)
REFUSED (NON-SELECTED RESPONDENT)
TERMINATE
CONTINUE IN SPANISH

//If the record shows the respondent is a POA go to INTRO3, otherwise go to INTRO2//
INTRO2.
The Taxpayer Advocate Service is an independent organization within the IRS which helps taxpayers resolve
problems with the IRS. You should recently have received a letter from the Taxpayer Advocate Service asking
you to participate in a short survey. Have you used the Taxpayer Advocate’s services?
01
02
99

Yes
DO NOT RECALL / NEVER USED SUCH A SERVICE
REFUSED

//Go to INTRO4//
//Thank and Terminate//
//Thank and Terminate//

[NOTE: CP1 and CP2 moved to later]
INTRO3.
The Taxpayer Advocate Service is an independent organization within the IRS which helps taxpayers resolve
problems with the IRS. You should recently have received a letter from the Taxpayer Advocate Service asking
you to participate in a short survey. Have you used the Taxpayer Advocate’s services?
01
02
03
99

Yes
POA asks which taxpayer the survey is in regard to
DO NOT RECALL / NEVER USED SUCH A SERVICE
REFUSED

2

//Go to INTRO4//
//Go to AUTH//
//Thank and Terminate//
//Thank and Terminate//

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
AUTH
//Authentication of the POA is required to verify that the person on the phone is the POA who represented the
taxpayer. The POA must successfully provide his CAF (Central Authorization File) number before you can divulge
the name of the taxpayer.//
The taxpayer’s name was provided in the survey letter you recently received from the Taxpayer Advocate Service.
If you don’t recall the name, I can provide it to you, but only after I verify that I am speaking with the
correct authorized third party of the taxpayer. Do you want to give me your CAF # so I can share the taxpayer’s
name? Otherwise, we can still conduct the survey based upon any recent experience you have had with the
Taxpayer Advocate Service.
//Interviewer will need to check that the number given matches what was in the sample database sent by PCG//
Yes – POA gives CAF # which matches the CAF # on record. //Give Name and Go to
INTRO4//
02 Yes – POA gives CAF # which does not match the CAF # on record //If the POA is
unable to provide the correct CAF # and still wants the taxpayer’s name before
continuing, ask the POA if he would like to continue this call at a later time, perhaps
after the POA is able to recheck his records or locate the Taxpayer Advocate letter
with the taxpayer name. Give POA the option to call back for an interview, schedule
an interview now, or get a callback at a future date//
03 No – POA does not have CAF # or does not want to give CAF # but will continue the
interview. //Go to INTRO4//
04 No – POA does not have a CAF # or does not want to give CAF # and does not want
to continue with the interview.
//Thank and Terminate//
01

INTRO4.
The Taxpayer Advocate Service has asked us to conduct a brief ten minute survey of taxpayers or tax
professionals who recently used its services. Your cooperation in answering these questions will help to ensure
that taxpayers or tax professionals receive fair, courteous, and timely treatment from the Taxpayer Advocate
Service. I want to assure you that Pacific Market Research will keep your answers private to the extent allowed by
law. (INTERVIEWER: Enter 01 and Continue here without asking question)
01
02
99

Yes
No, REQUESTED CALLBACK
REFUSED

//Continue//
//SET APPOINTMENT//
//Thank and Terminate//

//If the record shows that the call is being made to a cell phone number or if the respondent indicates that we have
reached them on a cell phone, continue with CP1, ELSE GO TO INTRO5.//
CP1. I see that we may have reached you on a cell phone. Is that correct?
01
02
99

Yes
No
REFUSED

//Continue to CP2//
//Confirm number is a land line. GO TO INTRO5//
//TERMINATE//

3

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
CP2. May we proceed, or would you prefer that I call you back at another number that is more secure or
convenient for you?
01
02
03
99

Yes, proceed with survey
No, requested callback at same number
No, requested callback at new number
REFUSED

//Continue to INTRO5//
//SET APPOINTMENT//
//SET CALLBACK and UPDATE//
//TERMINATE//

INTRO5.
This survey will ask you questions only about your most recent experience with the Taxpayer Advocate Service.
Even though you may have had contacts with other areas of the IRS, please limit your responses to your
interactions with the Taxpayer Advocate Service.
Survey Questions

1. How many times have you used the Taxpayer Advocate Service? [READ]
1
2
3
4

1
2 to 3
4 to 5
6 or more

98
99

(DK/Don't recall)
(Refused)

2. How did you learn about the Taxpayer Advocate Service? (Allow up to three responses) [DO
NOT READ]
01
02
10
03
04
05
06
07
08
09

IRS employee, either in person or by phone
Referral from a tax practitioner, tax professional, tax service, or tax preparation clinic
Referral from a congressional source
TAS or IRS generated media—literature, advertising, news story, or internet
Referral from a non-IRS source or event where TAS was discussed or described to participants
Previous experience with TAS/general knowledge of TAS as professional tax practitioner
Official IRS publication or form, or official notice or letter sent by IRS
Telephone directory
TAS called taxpayer—referral source unknown
Never used the Taxpayer Advocate Service(THANK & TERMINATE; SAVE CASE ID)

66
67
68
97
98
99

OTHER 1________________________________________________
OTHER 2 __________________________________________________
OTHER 3 __________________________________________________
NO MORE
DON’T KNOW/DON’T RECALL
REFUSED

4

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
3. I‘m going to read some general statements about your experience with the Taxpayer Advocate
Service and the employee who helped you with your problem. We will refer to this employee as the
Advocate. For each statement, please tell me if you were very satisfied, somewhat satisfied, neither
satisfied nor dissatisfied, somewhat dissatisfied, or very dissatisfied.
5
4
3
2
1

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

96
98
99

(Not applicable)
(DK/Don't recall)
(Refused)

How satisfied are you….? [READ a-o]
a. With your Advocate’s explanation of what he or she would do to help you with your problem?
b. That your Advocate took responsibility for getting your problem solved?
c. With your Advocate’s explanation of the time it would take to work your case?
d. With your Advocate’s updates on the progress of your case?
e. That your Advocate listened to you?
f. That your Advocate did his or her best to solve your problem?
g. That your Advocate stayed with you every step of the way?
h. That your Advocate cared about helping you?
i.

With your Advocate’s responsiveness?

j.

With your Advocate’s explanation of what caused your problem?

k. That your Advocate was easy to reach?
l.

With the length of time it took to work your case?

m. That your Advocate treated you fairly?
n. With your Advocate’s knowledge of your specific issue?
o. With your Advocate’s explanation of the final outcome? [INTERVIEWER INSTRUCTION: if
respondent says “case was not resolved/not closed”, then enter 96, “Not Applicable”]

5

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
4. Did you receive any letters from the Taxpayer Advocate Service?
01
02

Yes
No

98
99

(DK/Don't recall)
(Refused)

[IF Q4=1]
5. How satisfied are you with the helpfulness of the letters you received? Very satisfied, somewhat
satisfied, neither satisfied nor dissatisfied, somewhat dissatisfied, or very dissatisfied?
5
4
3
2
1

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

96
98
99

(Not applicable)
(DK/Don't recall)
(Refused)

6. To what extent did the Taxpayer Advocate Service solve your problem? [READ]
01
02
03
04

Completely
Partially
Not at all
[DO NOT READ] Case is still open

98
99

(DK/Don't recall)
(Refused)

6

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
[IF Q6=2 or 3]
7. How satisfied are you with your Advocate’s explanation of why the Taxpayer Advocate Service
couldn’t solve your problem? Very satisfied, somewhat satisfied, neither satisfied nor dissatisfied,
somewhat dissatisfied, or very dissatisfied?
5
4
3
2
1

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

96
98
99

(Not applicable)
(DK/Don't recall)
(Refused)

8. Thinking only of your interactions with the Taxpayer Advocate Service and not other parts of the
IRS, overall how satisfied are you with your Taxpayer Advocate Service experience? Very satisfied,
somewhat satisfied, neither satisfied nor dissatisfied, somewhat dissatisfied, or very dissatisfied?
5
4
3
2
1

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

96
98
99

(Not applicable)
(DK/Don't recall)
(Refused)

9. (ASK if Q8 is dissatisfied=1 or 2) What are the main reasons you are dissatisfied with the
Taxpayer Advocate Service? [DO NOT READ] (multiple responses allowed)
01
02
03
04
05
06
07
08
09

Employee didn’t do enough to help me (Gave up)
Employee did not keep me informed
Problem isn’t resolved
Employee was not concerned about my issues (Lack of empathy)
Took too long to solve my problem
Didn’t receive the outcome I wanted (No refund/No adjustment)
The process was unfair
The laws/rules are unfair
Employee was not fair

96
98
99

Other _______________________________________________________
(DK/Don't recall)
(Refused)

7

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
10. (ASK if Q8 is satisfied=4 or 5) What are the main reasons you are satisfied with the Taxpayer
Advocate Service? [DO NOT READ] (multiple responses allowed)
01
02
03
04
05
06

Problem was resolved to my satisfaction
Problem was resolved in a timely manner
Employee was very informative (Communicative)
Employee was very helpful
Employee was concerned about resolving my issues (Empathy)
Employee followed through very well

96
98
99

Other _______________________________________________________
(DK/Don't recall)
(Refused)

11. How could the Taxpayer Advocate Service improve the service you received? Anything else?
(Open-ended)
01
02

ENTER RESPONSE
NO SUGGESTION

98
99

(DK/Don't recall)
(Refused)

//TEXT BOX RANGE 250//

12. As a result of your experience with the Taxpayer Advocate Service, would you say your
impression of the IRS is much more positive, more positive, about the same, more negative, or much
more negative?
5
4
3
2
1

Much more positive
More positive
About the same
More negative
Much more negative

98
99

(DK/Don't recall)
(Refused)

8

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
Demographics Section
[Programmer: This section will be asked only to taxpayers, not taxpayer representatives/POAs or
businesses (determined in sample sent). If record shows respondent is a taxpayer
representative/POA or business, skip to Q21]
Now I have a few demographic questions for you. You can skip any questions you don’t want to
answer in this section.
13. Which of the following do you have in your household? [READ] (Multiple responses allowed)

01
02
03
04

Personal computer (such as desktop, laptop, or tablet)
Access to the Internet
Cell phone
Landline home telephone

96
97
99

Other_______________________________________________
None
Refused

14. Which of the following describes the highest level of education that you have attained? [READ
ALL]
01
02
03
04
05

Less than high school diploma
High school graduate (or GED)
Technical or vocational school graduate
College Degree
Graduate Degree

99

Refused

15. What is your household income? You can stop me when I reach your category. [READ]

1
2
3
4
5
6

Less than $25,000
$25,000 but less than $35,000
$35,000 but less than $50,000
$50,000 but less than $75,000
$75,000 but less than $100,000
$100,000 or more

99

Refused

9

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
16. What is your age? You can stop me when I reach your category. [READ]

1
2
3
4
5
6
7

Under 18
18-24
25-34
35-44
45-54
55-64
65+

99

Refused

17. Interviewer Record: What is your gender?
(Do not read unless interviewer is unsure, have interviewer mark)
1
2

Male
Female

99

Refused

18. How many people reside in your household? [DO NOT READ]
1
2
3
4

1
2
3 to 4
5 or more

99

Refused

19. How would you define your marital or domestic status? [DO NOT READ]. (Select the choice
below that best matches the taxpayer’s response.)

1
2
3
4
5

Married
Divorced
Separated
Widowed

6

Domestic Partnership
Single

96

Other_________________________________________

99

Refused

10

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
20. What is the primary language spoken in your household?
[DO NOT READ] (Single response)
1
2
3
4
5

English
Spanish
Chinese
French
Tagalog

6
7

Vietnamese
Korean

96

Other____________________________________________

99

Refused

END
[READ:]

That completes our survey; however, we are required by law to report to you the OMB Control
Number for this public information request. That number is 1545-1432. I can give you an address
if you have any comments about the time estimate for completing the survey or about ways to
improve the survey. Would you like the address? (If "Yes", read:)
Please write to the Internal Revenue Service, Tax Products Coordinating Committee, SE:W:
CAR:MP:T:T:SP, 1111 Constitution Ave. NW, Washington, DC 20224.

Those are all of the questions I have. On behalf of the Taxpayer Advocate Service and Pacific Market Research I
would like to thank you for your time.
Q27.

INTERVIEWER: IN WHAT LANGUAGE WAS THIS SURVEY CONDUCTED?
01
02

ENGLISH
SPANISH

11

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
Exhibit B – Pre-notification letter
{TAS Logo}
John Doe
123 Main Street
Anytown, CT 66666
Date: XXXXXXX
Re: [Taxpayer’s Name]
Thank you for allowing the Taxpayer Advocate Service (TAS) to assist you with a tax matter. As the National Taxpayer
Advocate, I lead TAS in helping taxpayers resolve problems with the IRS. By taking a short survey, voluntary survey, you
1
can let us know what we did well and what we could have done to make your experience with us even better.
How you can take the survey
We have hired an independent company, Pacific Consulting Group, and their contractor, Pacific Market Research (PMR),
to survey taxpayers or their representatives who recently worked with a TAS employee. We estimate that it will take you
less than ten minutes to complete the survey online or by phone.


Online. The survey is available at www.xxxx and can be accessed using survey code XXXXXXX.



By phone. If PMR doesn’t receive your online survey within a week, someone from the company will call you
between 9:00 am and 9:00 pm and ask you to take the survey by phone. If you prefer, you can contact PMR
directly at the phone number or email address below to schedule a phone survey.

Questions or assistance
If you have questions or don’t want to be contacted, please call the Survey Help Desk Line at 1-866-960-7897 or send an
email to survey@pacificmarketresearch.com.
Verification
To verify the authenticity of our survey, please visit www.irs.gov and enter the search term “customer surveys.” The IRS
Customer Satisfaction Survey page contains a list of current IRS surveys, and includes a reference to the TAS survey.
Privacy Act Notice
The primary purpose for requesting this information is to help the IRS improve its service to taxpayers. Our
authority for requesting the information are 5 USC and 26 USC 7801. Providing information is voluntary.
However, if you do not answer all or part of the survey questions, the IRS and TAS may lack information it could use
improve taxpayer service. The information you provide may be disclosed to an IRS contractor when authorized by
law. The contractor is required to follow confidentiality protections required by the Privacy Act and/or Internal
Revenue Code section 6103.
I am committed to providing the best possible service to every taxpayer and I look forward to hearing about your
experience with TAS.
Sincerely,

Nina E. Olson
National Taxpayer Advocate

1

Paperwork Reduction Act. We are required by law to report to you the OMB Control Number for this public information request.
That number is 1432. If you have any comments about the time estimate for completing the survey or about ways to improve the
survey, please write to the Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, 1111
Constitution Ave. NW, Washington, DC 20224.

12

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey

Exhibit C – Sampling Plan
Our contractor, PCG has computed the “Target Sample” based on 95% confidence level with a +/- 5% error rate
for FY 2013. Their calculations include factors for proportions (based on historical data) and duplicates
(taxpayer who have more than one case with TAS).

Office Name
Augusta
Portsmouth
Burlington
Boston
Providence
Hartford
ATSC
ANSC
KCSC
Brooklyn
Manhattan
Albany
Buffalo
CSC
AUSC
BSC
Springfield NJ
Philadelphia
Pittsburgh
PSC
OSC
Cincinnati
Laguna Niguel
Cleveland
Indianapolis
Chicago
Springfield IL
Detroit
Milwaukee
St Paul
Des Moines
St Louis
Fargo
Aberdeen
Omaha
Wichita

Projected FY 2013
Universe
474
530
426
1953
420
2134
13179
6807
8857
2333
1967
889
4424
5343
9475
13492
2707
1903
1254
9620
7916
2993
4709
2784
5837
2007
1071
3844
1434
1197
666
4272
530
510
819
642

FY2013 Target
Sample of
Respondents
162
168
156
218
155
221
241
237
239
223
219
193
233
235
240
241
225
218
206
240
238
227
234
226
236
219
200
231
210
204
180
233
168
166
189
178

13

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey
Office Name
MSC
Newark DE
Baltimore
DC LTA
Richmond
Parkersburg
Greensboro
Columbia
Atlanta
Jacksonville
Louisville
Nashville
Birmingham
Jackson
Ft Lauderdale
Puerto Rico
Sacramento, CA
Little Rock
New Orleans
Oklahoma City
Austin
Dallas
Houston
Helena
Boise
Cheyenne
Denver
Albuquerque
Phoenix
Salt Lake City
Las Vegas
FSC
Seattle
Anchorage
Portland
Oakland
Los Angeles
Honolulu
Total

Projected FY 2013
Universe
7095
455
4397
482
3949
1013
2818
2279
4895
5506
922
3884
1924
1819
5085
4772
1727
1018
2696
1770
2048
8530
5081
626
502
296
4438
944
2734
1024
1620
15195
5095
1930
2734
3338
4193
969
249,221

FY2013 Target
Sample of
Respondents
238
160
233
163
232
198
226
222
234
235
194
231
218
217
235
234
215
198
225
216
220
239
235
177
165
135
233
195
226
198
214
242
235
218
226
229
232
196
15,748

14

Attachment to Supporting Statement
Approval Request to Conduct Customer Satisfaction Research
FY 2014 Taxpayer Advocate Service Customer Satisfaction Survey

Exhibit D-Introduction to Online Survey
Welcome to the Taxpayer Advocate Service Customer Survey!
The Taxpayer Advocate Service—an independent organization within the IRS that helps taxpayers
resolve problems with the IRS—asked Pacific Consulting Group (PCG) to conduct a brief survey of
taxpayers or their representatives who recently used its services. Your cooperation in answering
these questions will help to ensure that taxpayers receive fair, courteous, and timely treatment from
the Taxpayer Advocate Service. Pacific Consulting Group will keep your answers private to the
extent allowed by law.
This survey should take about 10 minutes. If you exit before clicking on the final Submit button, your
responses will not be saved.
You are accessing this web site because you received a letter asking you to take this survey from
Nina Olson, the National Taxpayer Advocate.

15