2025-2028 IRS Customer Satisfaction Surveys

OMB # 1545-2250

INTERNAL REVENUE SERVICE (IRS)
SMALL BUSINESS/SELF-EMPLOYED
CUSTOMER EXPERIENCE SURVEY
COLLECTION
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. Your responses will be
kept completely anonymous to the IRS. You can verify the authenticity of this survey at www.IRS.gov/css.
We will ask you very specifically about the contacts you had with a revenue officer from IRS Collection - not
about all of your contacts with the IRS.
The questions that follow ask your opinion about your experience working with the revenue officer assigned
to your case. 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.

Q1

Regardless of whether you agree or disagree with the final case outcome, how would you rate your overall
satisfaction with your experience working with the revenue officer assigned to your case?
Very Dissatisfied

Somewhat Satisfied

Somewhat Dissatisfied

Very Satisfied

Neither Satisfied nor Dissatisfied

Q2

Q3

Again, focusing on your experience with the
revenue officer assigned to your case, how
satisfied are you with:
a.

Ease of understanding correspondence from
your assigned revenue officer?

b.

Ease of contacting your assigned revenue officer?

c.

Amount of time your revenue officer took to
respond to you?

d.

Explanation of the collection process by your
revenue officer?

e.

Acknowledging receipt of the information
you submitted?

f.

Keeping you up to date on your field
collection process?

g.

Notifying you of case closure?

h.

Fairness of treatment by your revenue officer?

Very
Dissatisfied

Somewhat
Dissatisfied

Neither
Satisfied Nor
Dissatisfied

Somewhat
Satisfied

Rate your level of agreement with: This interaction increased my trust in the IRS.
Strongly Disagree

Somewhat Agree

Somewhat Disagree

Strongly Agree

Neither Agree Nor Disagree
Form 13257-D (Rev. 2-2023)

Cat. No. 34056W

Department of the Treasury - Internal Revenue Service

Very
Satisfied

OMB # 1545-2250

Q4

How did the revenue officer initially contact you?

Q7

Visited your home or business unannounced
Left a Contact Card at your home or business

If you're the taxpayer, did you use a tax professional
to assist you in handling your collection case with
the IRS?
Yes

Mailed an appointment letter

No

Other

Q5

Q6

Don't recall

How many revenue officers contacted you about
this case?

Q8

Whom did you rely on most for information
regarding the status of your collection case?

None

4

Your tax professional

1

5

Your IRS revenue officer (SKIP TO QUESTION 10)

2

6 or more

Other (SKIP TO QUESTION 10)

3

Don't remember

Q9

Are you...?
The taxpayer
A tax professional who represented
the taxpayer (SKIP TO QUESTION 10)

How satisfied are you with your tax professional
keeping you up to date on your field
collection process?
Very Dissatisfied
Somewhat Dissatisfied

Someone else who represented
the taxpayer (SKIP TO QUESTION 10)

Neither Satisfied nor Dissatisfied
Somewhat Satisfied
Very Satisfied

Q10

Use this space for comments or suggestions for improvement.

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.
Email
address:

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

Enter your email address using all capital letters.

If you have been unable to resolve any specific problems with your tax matter through the normal IRS channels,
or face a significant hardship due to the application of tax law, we encourage you to contact the
Taxpayer Advocate Service at 1-877-777-4778 or www.taxpayeradvocate.irs.gov.
Privacy Act and Paperwork Reduction Act Notice
Our authority for requesting information with this survey is 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 imrove 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 5 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.

Thank you for completing the survey.
Please return this questionnaire to Fors Marsh, PO Box 5703, Hopkins, MN 55343-5703
Form 13257-D (Rev. 2-2023)

Cat. No. 34056W

Department of the Treasury - Internal Revenue Service