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

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