2025-2028 IRS Customer Satisfaction Surveys

OMB # 1545-2250

IRS CUSTOMER EXPERIENCE SURVEY
COMPLIANCE SERVICES COLLECTION OPERATIONS
The IRS is trying to improve its service to the public. You can help in this important mission by answering the questions below.
This voluntary survey should take less than 5 minutes to complete. Fors Marsh will keep your identity private to the extent permitted
by law. If you have any questions about this survey, you may call the Survey Helpline at 1-800-521-7177.
The questions that follow ask your opinion regarding how the IRS handled your most recent collection process. For each
question, regardless of whether you agree or disagree with the final outcome, please indicate your answer by filling in the circle
that best represents your opinion.
Please use pen and completely fill in the bubble.

1.

Please consider only the written notices you received from the IRS when answering the following questions.
Please rate your satisfaction with the following:
a.

Overall, the way your issue was handled by the
Collection Operation

b.

Ease of understanding the initial notice/letter

c.

Length of time you were given to respond to the
Collection Operation

d.

Ease of obtaining the information you needed from the IRS

e.

Letter from the IRS adequately addressed all of your issues

f.

Length of time the IRS took to respond to your
written inquiry

g.

How well the IRS kept you informed of the status of
your case

h.

Explanation of the actions the IRS took to resolve your issue

i.

The amount of time it took, from when you first wrote to
the IRS about this collection issue until it was resolved
Comparing the IRS process of your case with an
ideal process

j.

2.

6.

Somewhat
Satisfied

Very
Satisfied

No (Skip to Question 5)

Mail

Email

IRS Web site

Other (Specify):

When replying to your request for information, did the IRS respond within 45 days?
Yes

5.

Neither
Satisfied Nor
Dissatisfied

How did you request this information (select all that apply)?
Telephone

4.

Somewhat
Dissatisfied

Did you request information from the Collection Operation, such as: income earned, forms, where to file,
payment plans, payments received, etc.?
Yes (Continue to Questions 3 and 4)

3.

Very
Dissatisfied

No

Did not receive a reply

How much do you agree with the
following statements?

Strongly
Disagree

a.

I received an adequate description of the collection process

b.

My experience reflected the described collection process

c.

I had the opportunity to provide information important
to my case

d.

I was treated with respect during the collection process

Disagree

Neutral

Agree

Strongly
Agree

Overall, how well did the IRS meet your expectations during your interaction with the Collection Operation?
Much better than expected
Better than expected
As expected
Worse than expected
Much worse than expected

Form 13257-A (Rev. 2-2023)

Cat. No. 34052E

Department of the Treasury - Internal Revenue Service

OMB # 1545-2250

7a.

7b.

Did you...?

Are you...?
The taxpayer

Use a tax professional to assist you with resolving this issue
Represent yourself in resolving this issue
Both

8.

Which statement(s) best describe the reason(s) for your interaction with the Collection Operation
(select all that apply)?
I owed money because I didn't pay the balance due on my
return(s) when I filed
I owed money because the IRS adjusted/changed my taxes
I needed to resolve an issue with unfiled return(s)
I wanted to set up a payment plan to pay my taxes

9.

A tax professional who represented the taxpayer
Someone else who assisted the taxpayer

I wanted to tell the IRS that I could not afford to pay my taxes
I needed information about income I had earned in order to file
my tax returns
Other

What actions did you take to resolve your tax issue (select all that apply)?
a. Called the IRS telephone number listed in the IRS notice
(Continue to Questions 10a, 10b, and 10c)
b. Called an IRS telephone number, but not the one in
the notice (Continue to Questions 10a, 10b, and 10c)
c. Wrote a letter/letters to IRS

e. Filed past due tax returns
f. Visited an IRS office
g. Looked for information on IRS.gov on how to resolve my issue
h. Other

d. Set up a payment plan (Continue to Question 10d)

10.

If you selected either a or b in Question 9 above, please answer Questions a, b, and c below. If you selected d in
Question 9 above, please answer Question d below.
Rate your satisfaction with the following:
a.

Service you received on the call(s), regardless of the
outcome of your case

b.

Length of time it took you to get through to the
Collection Operation employee

c.

Courtesy of the Collection Operation employee

d.

Ease of setting up your payment plan

Very
Dissatisfied

Somewhat
Dissatisfied

Neither
Satisfied Nor
Dissatisfied

Somewhat
Satisfied

Very
Satisfied

11.

Did you agree with the outcome of your case?

12.

Do you have any comments/suggestions for the IRS regarding your experience with the Collection Operation?

Yes

No

Not sure

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.
Telephone
number:

Email
address:
Enter your 10-digit phone number
Print one digit in each square

Enter your email address using all capital letters.

Paperwork Reduction Act Notice
The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests. The OMB Control
Number for this study is 1545-2250. Also, if you have any comments regarding the time estimates associated with this study or suggestions on
making this process simpler, please write to the Internal Revenue Service, Special Services Section, SE:W:CAR:MP:T:M:S, Room 6129, 1111
Constitution Ave. NW, Washington, DC 20224.
If you have been unable to resolve any specific problems with your tax matter through the normal IRS channels, or now face a
significant hardship due to the application of the tax law, we encourage you to contact the Taxpayer Advocate Service at
1-877-777-4778.

Thank you for completing the survey.

Please return this questionnaire to Fors Marsh, PO Box 5703, Hopkins, MN 55343-5703
Form 13257-A (Rev. 2-2023)

Cat. No. 34052E

Department of the Treasury - Internal Revenue Service