2025-2028 IRS Customer Satisfaction Surveys

INTERNAL REVENUE SERVICE (IRS)
SMALL BUSINESS/SELF-EMPLOYED
CUSTOMER EXPERIENCE SURVEY

OMB# 1545-2250

FIELD EXAMINATION
The IRS is trying to improve its service to the public. You can help in this important mission by providing your feedback below. This voluntary
survey should take less than 5 minutes to complete. Your identity will not be provided to the IRS. If you have any questions about this survey,
please call the survey processing center at 1-800-521-7177.
The following questions ask your opinion regarding how the IRS handled your most recent audit. For each question, regardless of whether
you agree or disagree with the final outcome, please fill in the appropriate circle next to the response that best applies to you.

How satisfied are you with...

Very
Dissatisfied

Somewhat
Dissatisfied

Neutral

Somewhat
Satisfied

Very
Satisfied

Don’t
Know/Not
Applicable

1

2

3

4

5

NA

1.

The initial information the IRS provided (e.g.,
letters/notices, phone calls, IRS publications) so
that you knew what to expect during the audit?

2.

The explanation of how long the audit process
would take from start to finish?

1

2

3

4

5

NA

3.

The flexibility of the auditor in scheduling
meetings/calls?

1

2

3

4

5

NA

4.

The explanation the auditor provided as to
the reason(s) for the audit?

1

2

3

4

5

NA

5.

How well the IRS communicated with you
throughout the audit process?

1

2

3

4

5

NA

6.

The explanation of why more records were
requested after the initial appointment?

1

2

3

4

5

NA

7.

The time you were given to provide all information
requested by the IRS?

1

2

3

4

5

NA

8.

The explanation your auditor gave you about why
the audit expanded from the issues you were
initially informed about?

1

2

3

4

5

NA

9.

The amount of time you personally had to spend
on the audit?

1

2

3

4

5

NA

10.

The professionalism of your auditor?

1

2

3

4

5

NA

11.

The auditor’s understanding of your business?

1

2

3

4

5

NA

12.

The tax knowledge of your auditor?

1

2

3

4

5

NA

13.

The timeliness of the status updates the
auditor provided during the audit?

1

2

3

4

5

NA

14.

The usefulness of the status updates?

1

2

3

4

5

NA

15.

The timeliness of the IRS auditor in responding to
your inquiries?

1

2

3

4

5

NA

16.

The explanation of why changes were made
to your return?

1

2

3

4

5

NA

Please continue on back
Form 13257-B (Rev. 2-2023)

Cat. No. 34053P

Department of the Treasury – Internal Revenue Service

INTERNAL REVENUE SERVICE (IRS)
SMALL BUSINESS/SELF-EMPLOYED
CUSTOMER EXPERIENCE SURVEY
FIELD EXAMINATION

OMB# 1545-2250

Very
Dissatisfied

Somewhat
Dissatisfied

Neutral

Somewhat
Satisfied

Very
Satisfied

Don’t
Know/Not
Applicable

17. The length of the audit process from start to finish?

1

2

3

4

5

NA

18. Understanding that you have payment options?

1

2

3

4

5

NA

19. If a manager was involved with your audit, how
satisfied were you with the way he or she affected
your audit?

1

2

3

4

5

NA

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

1

2

3

4

5

NA

How satisfied are you with...

21. Did you view the series, “Your Guide to an
IRS Audit,” available at www.IRS.gov?

1

22. If you saw the video series, did it help you
prepare for your audit?

1

2

2
3

23. For this audit, were you...?
(Check one only)

1
2
3

Yes
No
Yes
No
Not applicable
The taxpayer
A tax professional who represented the taxpayer
Someone else who represented the taxpayer

24. Please provide any 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 e-mail
address (if available). This information will not be shared with the IRS and will be used only for research purposes.
TELEPHONE NUMBER:

E-MAIL ADDRESS:

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 the questionnaire to:
Fors Marsh, PO Box 5703, Hopkins, MN 55343-5703
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.
Form 13257-B (Rev. 2-2023)

Cat. No. 34053P

Department of the Treasury – Internal Revenue Service