21.10.4 Customer Satisfaction Surveys

Manual Transmittal

September 13, 2021

Purpose

(1) This transmits revised IRM 21.10.4, Customer Satisfaction Surveys.

Material Changes

(1) IRM 21.10.4.1.2 - Updated the list of acronyms used throughout this IRM

(2) IRM 21.10.4.2.2 - Added role of W&I Strategies and Solutions regarding surveys

(3) IRM 21.10.4.3 - Added Customer Assistance, Relationships and Education (CARE) Customer Satisfaction Surveys

(4) IRM 21.10.4.3(1) - IPU 20U1124 issued 10-19-2020, Added Note regarding caller authentication before offering the survey due to SERP Feedback

(5) IRM 21.10.4.3(1) - IPU 20U1219 issued 11-06-2020, IRM 21.10.4.3(1) - Added, if applicable, at the end of the first Note due to SERP Feedback

(6) IRM 21.10.4.3.1 - Added Field Assistance Customer Satisfaction Survey

(7) IRM 21.10.4.3.2 - Added Stakeholders, Partnerships, Education & Communication (SPEC) Survey

(8) IRM 21.10.4.3.3 - Added Media and Publications (M&P) Surveys

(9) IRM 21.10.4.5.1 - Added role of W&I Strategies and Solutions

(10) IRM 21.10.4.11(6) - Added role of W&I Strategies and Solutions

(11) Various editorial changes made throughout to spelling, grammar and punctuation. Updated terms, links and organizational titles.

Effect on Other Documents

IRM 21.10.4, dated September 22, 2020 (effective October 1, 2020), is superseded. This IRM includes the following IPUs: IPU 20U1124 issued 10-19-2020 and IPU 20U1219 issued 11-06-2020.

Audience

Accounts Management (AM), Campus Compliance in Small Business/Self-Employed (SB/SE) and Wage and Investment (W&I), Electronic Products and Services Support (EPSS), Field Assistance (FA), Return Integrity and Compliance Services (RICS), and Tax Exempt and Government Organizations (TE/GE)

Effective Date

(10-01-2021)

Christina Navarrete Wasson
Director, Joint Operations Center
Wage and Investment Division

Program Scope and Objectives

  1. As part of our goal to provide the best possible service, we solicit feedback from our customers to capture information about the service we provide. The Customer Satisfaction Survey allows us to systemically collect and review satisfaction data directly from our customers.

  2. Surveying our customers allows us to identify what we are doing right, as well as areas for improvement to deliver the top-quality service our customers expect. Improving customer satisfaction requires the combined effort of all IRS employees. Front-line employees and managers are the primary providers of service to our customers and have a direct impact on customer perceptions of IRS courtesy, professionalism, accuracy, timeliness, and fairness.

  3. The IRS contracted an outside vendor to receive, compile, analyze the results and issue reports. The reports highlight the overall customer satisfaction ratings including the areas in which to focus improvement efforts. Each Operating Unit has a Customer Satisfaction Coordinator who is familiar with the results and provides the reports for their function. For each function, Customer Satisfaction survey results are reported annually at the National level.

Authority

  1. The following authorities form the basis for the procedures in this IRM:

    • Policy Statement 1-2, Principles of Quality

    • Policy Statement 1-3, Studies, Tests and Research Projects Improve Operations and Decision-Making throughout the Service

    • OMB Circular A-11 Section 280

Terms and Acronyms

  1. Below you will find a list of Terms and Acronyms:

    • CSS - Customer Satisfaction Survey

    • CR - Contact Representative

    • CSR - Customer Service Representative

    • ECC-MEM - Enterprise Computing Center at Memphis

    • EFTU - Enterprise File Transfer Utility

    • EPSS - Electronic Products and Services Support

    • EQ - Embedded Quality

    • OPD - Organizational Performance Division

    • RICS - Return Integrity and Compliance Services

    • SPRG - Specialized Product Review Group

    • WISS - W&I Strategies and Solutions

Related Resources

  1. Please see IRM 21.3.4.3.3, Communicating with and Surveying Taxpayers.

Customer Satisfaction Surveys

  1. Customer Satisfaction Surveys (CSS) are used to capture information about the service we provide to the taxpayers. The CSS allows us to systematically collect and review satisfaction data directly from our customers. The Customer Satisfaction Survey is part of a larger Servicewide survey effort coordinated by the Organizational Performance Division (OPD). Each operating division has responsibility for its own surveys, although OPD has oversight responsibilities. This Servicewide approach is designed to reduce duplication of effort and maximize usable data for all parts of the Service. As part of our goal to provide the best possible service to our customers, we solicit feedback from customers on all our product lines.

  2. Depending on your site and the Specialized Product Review Group it offers, QR/survey staff may be required to participate in portions of the Customer Satisfaction Survey administration. The IRS has contracted with outside vendors to receive, compile, and report data from our Customer Satisfaction Survey. QR/survey staff will not be required to directly ask the customers about the service they received; only solicit the customers’ participation in the survey.

Automated Underreporter Customer Satisfaction Survey

  1. The Automated Underreporter (AUR) survey is administered by an outside vendor. Survey candidates are selected from a Closed Case Database provided to the vendor by The Enterprise Computing Center at Memphis (ECC-MEM). The database is provided monthly and includes cases closed at each of the AUR sites for that month. The vendor sends the survey form along with a postage-paid return envelope to each selected customer. The customer mails his/her response back to the vendor. The vendor then compiles the results and issues national reports and analysis quarterly. Annual reports are based on statistically valid samples.

  2. The AUR survey questionnaire includes questions specific to taxpayers' satisfaction with service received through notices/letters and on the AUR Toll Free Telephone lines. No survey feedback opportunity is offered to the taxpayer on-line prior to ending a call.

Correspondence Examination Customer Satisfaction Survey

  1. W&I Strategies and Solutions serves as a liaison between the functional units and the contractors, reviewing reports for technical accuracy and providing contracting support.

  2. An outside vendor completes this survey with no direct support necessary from field offices. The vendor selects a statistically valid random sample of closed Correspondence Exam cases from the AIMS database each month. The vendor sends the survey form along with a postage-paid return envelope to each selected customer. The customer mails his/her response back to the vendor. The vendor then compiles the results and issues national reports and analysis quarterly. All reports are based on weighted data. The quarterly reports are based on statistically valid samples.

Telephone Customer Satisfaction Survey Introduction

  1. The Telephone Customer Satisfaction Survey has been developed to help measure and improve telephone services to customers.

  2. The survey will be administered by an outside vendor using an external survey system accessible through a toll-free 800 line. Each site has been assigned their own toll-free number.

  3. The survey will be administered during the phone hours of operation.

  4. The calls will be randomly selected before the assistor answers the line.

Telephone Customer Satisfaction Survey Attempts
  1. The selected Customer Service Representative (CSR) or Contact Representative (CR) offers the survey when the call normally would have been concluded (the caller would have hung up at the end of the call).

  2. If the CSR/CR is going to transfer the caller to another number or application, (the taxpayer would not have normally hung up) do not notify the caller or offer the survey.

  3. One person should be designated as your site’s contact point for the Telephone Customer Satisfaction Survey.

Customer Assistance, Relationships and Education (CARE) Customer Satisfaction Surveys

  1. CARE uses a customer satisfaction instrument to measure the level of overall satisfaction with the services provided by the following functions: Field Assistance (FA), Media and Publications (M&P), and Stakeholders, Partnerships, Education & Communication (SPEC).

  2. W&I Strategies and Solutions (WISS) serves as a liaison between the functional units and the contractors, reviewing reports for technical accuracy and providing contracting support. All results are compiled and analyzed by an outside contractor.

Field Assistance (FA) Customer Satisfaction Survey

  1. The FA Customer Satisfaction Survey measures the taxpayers’ overall satisfaction with the services provided by FA employees.

  2. FA employees offer a survey card to every taxpayer served on designated days of the month. Taxpayers rate the services provided in the Taxpayer Assistance Center (TAC) on a scale from 1 to 5. The cards are collected in the TAC and mailed to an outside vendor. The vendor compiles the data monthly, conducts the analysis and prepares the quarterly reports.

  3. W&I Strategies and Solutions (WISS) reviews the reports and serves as liaison between the functional/business unit and the contractor.

  4. Please see IRM 21.3.4.3.3, Communicating with and Surveying Taxpayers, for more information.

Stakeholders, Partnerships, Education & Communication (SPEC) Survey

  1. The SPEC Customer Satisfaction Survey measures the level of satisfaction of partners with SPEC products and services.

  2. After SPEC selects the contractor to administer the survey and reviews the questions, SPEC has no further involvement with the analysis or the final report until it is provided by Wage and Investment Strategies & Solutions (WISS).

  3. SPEC provides the contractor with a list of partners along with contact names, telephone numbers and addresses. The partners receive an e-mail from SPEC soliciting their participation in the survey. The number of respondents who rated SPEC’s products and services with a “4” or “5” rating on the survey (based on a five-point scale) is divided by the total number of respondents, and then expressed as a percentage.

  4. The vendor compiles the results and issues a report. WISS reviews the report for technical accuracy and issues a final report by June of each year.

Media and Publications (M&P) Surveys

  1. M&P uses four surveys to measure the satisfaction of external customers with the products and services provided by Media and Publications. Each survey reflects the total percent of external customer satisfaction ratings of “4” and “5” to the overall Satisfaction Survey Question based on a five-point scale with “5” being the highest value. The surveys are:

    • Business Taxpayer Survey

    • Forms Distribution Survey

    • Individual Taxpayer Survey

    • Tax Return Preparer Survey

  2. The contractor and the CARE Division will determine which products will be included in the survey instrument. W&I Strategies & Solutions (WISS) will prepare the Office of Management and Budget (OMB) clearance package and will select samples of taxpayers and tax preparers who use M&P products. Forms Distribution will provide the lists of forms distributors who opted in to take the survey. The contractor will administer the survey and provide the data. WISS will analyze the data and submit a complete report of the results of the survey results annually.

W&I Accounts Management and ACS Telephone Customer Satisfaction Survey

  1. CSR/CR Responsibilities:

    1. When the call the CSR/CR is assisting has been selected for the Customer Satisfaction Survey, the assistor will be notified by a display on the IUP display screen.

      Note:

      Do not offer the survey if the caller's identity was not authenticated as per IRM 21.1.3.2.3, Required Taxpayer Authentication and IRM 21.1.3.2.4, Additional Taxpayer Authentication if applicable.

      Note:

      If CSR has selected "Lite View" on their IUP display screen there will be no "Survey Field." Instead, an additional button is added to the Toolbar labeled "Survey." Button is grey but will turn blue when caller has been selected for a survey.

      Note:

      Visually impaired employees using JAWS equipment are not required to participate in the Customer Satisfaction Survey process.

    2. The CSR will complete the call as usual.

      Note:

      If the CSR/CR is going to transfer the caller to another number or application, (the taxpayer would not have normally hung up) do not notify the caller or offer the survey.

    3. After the call is complete, the CSR/CR will read the following script exactly as written:

      "This call has been randomly selected for an anonymous IRS improvement survey. It will take under eight minutes. Would you be willing to participate in this survey?"

    4. If the caller declines to participate, the CSR/CR will thank him/her and terminate the call.

    5. If the caller asks any questions about the survey, the CSR/CR will read the following as written:

      If the caller Then respond
      Expresses concern about how they were selected "Your call was randomly selected prior to your calling the IRS."
      Expresses concern for anonymity "All information is anonymous. The responses on the questionnaire are not linked to any single individual."
      Asks how the information will be used "The IRS is trying to improve its service. A first step in this process is to gather reliable information from those who have had contact with the IRS."
      Expresses concern for reprisal "You will not be identified or penalized whether or not you decide to participate."
      Asks to be called back later "Because you would be transferred into an automated survey, we would be unable to call you back later. This is the only opportunity we have to survey you."

    6. If the caller agrees to take the survey, say:

      "Thank you. Please wait while I transfer you."

    7. The employee will then proceed to transfer the call to the automated survey.

      Take the following steps to transfer the call as appropriate for telephone system.

      • Do Not Place the Caller on Hold.

      • Transfer the call to the four-digit number, 5001.

      • Do not wait for extension to pick up or for further instructions.

    8. While any individual CSR/CR may only be notified occasionally for a Customer Satisfaction Survey attempt, each CSR/CR must have a copy of the CSR/CR script readily available.

  2. Spanish Language Calls:

    1. After the call is completed, the CSR/CR will read the following Spanish language script:

      "Esta llamada ha sido seleccionada al azar para participar en una encuesta anónima acerca del servicio que usted recibió hoy. La encuesta dura menos de ocho minutos. ¿Le gustaría participar en esta encuesta?"

  3. If the caller asks any questions about the survey, the CSR/CR will read the following as written:

    Si el contribuyente responda
    Expresa su preocupación por cómo fue seleccionado "Su llamada fue seleccionada al azar antes de llamar al IRS"
    Expresa su preocupación por el anonimato "Toda la información es anónima. Las respuestas en el cuestionario no están vinculadas a ningún individuo en específico"
    Pregunta cómo se utilizará la información "El IRS está tratando de mejorar su servicio. El primer paso en este proceso es reunir información fidedigna de aquellos que han tenido contacto con el IRS"
    Expresa su preocupación por represalias "No será identificado o penalizado, ya sea que se anime o no a participar"
    Pide que se le llame más tarde "Porque... sería transferido a una encuesta automatizada y no nos sería posible llamarle en otro momento. Esta es la única oportunidad que tenemos para su encuesta"

SB/SE CCE W&I Exam Telephone Customer Satisfaction Survey

  1. W&I Strategies and Solutions serves as a liaison between the functional units and the contractors, reviewing reports for technical accuracy and providing contracting support.

  2. Assistor Responsibilities

    1. When the call has been selected for the Customer Satisfaction Survey, the assistor will be notified their call was selected by a display on the telephone screen. They will no longer hear a beep. The teleset display will show - Offer Cust Sat Survey. The display will show throughout the call unless the call is put on hold.

      Note:

      If the CSR/CR is going to transfer the caller to another number or application, (the taxpayer would not have normally hung up) do not notify the caller or offer the survey.

    2. The assistor will complete the call as usual.

    3. After the call is complete, the assistor will read the following script exactly as written:

      "This call has been randomly selected for an anonymous IRS improvement survey. It will take under eight minutes. Would you like to participate in the survey?"

    4. The assistor will use the following scripts exactly as written to address the taxpayer decision in taking the survey:

      If the caller: Your response:
      Does NOT AGREE to take the survey "Is there anything else I can help you with today?"
      Respond to their questions (if any), thank him/her and terminate the call.
      AGREES to take survey "Thank you. Please wait while I transfer you."

    5. The assistor will use the following IF/THEN chart to address any taxpayer concerns.

      If the caller: Then respond
      Expresses concern about how they were selected "Your call was randomly selected prior to your calling the IRS."
      Expresses concern for anonymity "All information is anonymous. The responses on the questionnaire are not linked to any single individual."
      Asks how the information will be used "The IRS is trying to improve its service. A first step in this process is to gather reliable information from those who have had contact with the IRS."
      Expresses concern for reprisal "You will not be identified or penalized whether or not you decide to participate."
      Asks to be called back later "Because you would be transferred into an automated survey, we would be unable to call you back later. This is the only opportunity we have to survey you."

    6. The employee will then proceed to transfer the call to the automated survey.

      Take the following steps to transfer the call.
      Do Not Place the Caller on Hold

       
      • Press "OUTSIDE LINE" on your telephone. Dial the appropriate speed dial number from the table below and ENTER/TRANSFER. DO NOT WAIT FOR EXTENSION TO PICKUP OR FOR FURTHER INSTRUCTIONS.

      • Dial the appropriate speed dial number from the table below and ENTER/TRANSFER. DO NOT WAIT FOR EXTENSION TO PICKUP OR FOR FURTHER INSTRUCTIONS

        Note:

        Sites that have the Infrastructure Upgrade Project (IUP) numbers should use the four-digit number, 5001, to transfer customers to the survey.

        Survey Speed Dial Number
        W&I Exam 144 (10-28-2019)
        SB/SE Exam 144

    7. If there are problems with the speed dial numbers or the automated survey system, thank the caller and apologize for the inconvenience. Terminate the call, alert your site's Systems Analyst and he/she will contact the assigned headquarters analyst to investigate the problem.

  3. Spanish Language Calls

    1. When the call has been selected for the Customer Satisfaction Survey, the assistor will be notified their call was selected by a display on the telephone screen. The teleset display will show SPN Offer Cust Sat Survey. The display will show throughout the call unless the TP is put on hold.
      After the call is complete, the CSR/CR will read the following Spanish language script:

      "Esta llamada ha sido seleccionada al azar para participar en una encuesta anónima acerca del servicio que usted recibió hoy. La encuesta dura menos de ocho minutos. ¿Le gustaría participar en esta encuesta?"

e-help Phones Customer Satisfaction Survey

  1. The IRS e-help Desk Customer Satisfaction Survey is conducted on the telephone through an external automated survey system administered by an outside vendor. A random sampling of customers calling the e-help Desk's toll-free number is used to assess their satisfaction with the service they received.

  2. Telephone Assistor Responsibilities

    1. When the call you are assisting has been selected for the Customer Satisfaction Survey, you will be notified the call was selected for the survey by a display on the telephone system. The display will show Offer Cust Sat Survey.

      Note:

      You will no longer hear a beep.

      Note:

      If the assistor is going to transfer the caller to another number or application for other issues, do not notify the caller of the survey offer and do not tell the next assistor to offer the survey.

    2. Complete the call as usual.

    3. After the call is complete, the employee will read the following script exactly as written:
      This call has been randomly selected for an anonymous IRS improvement survey. It will take under 5 minutes. Would you like to participate in the survey?

    4. If the caller declines to participate thank him/her and terminate the call.

    5. If the caller agrees to take the survey say: "Thank you. Please wait while I transfer you."

    6. If the caller asks any questions about the survey, the assistor will read the following as written:

      If the practitioner Then respond
      Expresses concern about how they were selected "Your call was randomly selected prior to your calling the IRS."
      Expresses concern for anonymity "All information is anonymous. The responses on the questionnaire are not linked to any single individual."
      Asks how the information will be used "The IRS is trying to improve its service to the American public. A first step in this process is to gather reliable information from those who have had contact with the IRS."
      Expresses concern for reprisal "You will not be identified or penalized whether or not you decide to participate."
      Asks to be called back later "Because you would be transferred into an automated survey, we would be unable to call you back later. This is the only opportunity we have to survey you."

    7. The employee will then proceed to transfer the call to the automated survey.

  3. For customers agreeing to take the survey, the assistor should do the following:

    • Press "OUTSIDE LINE" on the teleset or UniphiConnect software

    • Dial the appropriate speed dial number for the site listed below

      Note:

      Sites that have the Infrastructure Upgrade Project (IUP) numbers should use the four-digit number, 5001, to transfer customers to the survey.

    • Press "ENTER" then

      When you hear, "Press the star key when you are ready to take the survey"

    • Press "TRANSFER" to connect the customer to the survey. Then hang up.

  4. The speed dial numbers are as follows:

    Note:

    Sites that have the (IUP) numbers should use the four-digit number, 5001, to transfer customers to the survey.

    Site Speed Dial Number
    Andover 355
    Atlanta 355
    Austin 355
    Cincinnati 355
    Ogden 355

  5. If there are problems with transferring the call, the assistor should apologize to the caller and report the issue to their project lead. The lead will elevate all issues to the vendor for investigation.

    Note:

    Once connected, the survey system will instruct the TP, "Press the star key when you are ready to take the survey." Remember, this is for the TP to press the star, not for IRS staff.

Innocent Spouse (ISP) TF Telephone Customer Satisfaction Survey

  1. Assistor Responsibilities:

    1. When the call has been selected for the Customer Satisfaction Survey, the assistor will be notified their call was select by a display on the telephone screen. They will no longer hear a beep. The teleset display will show - Offer Cust Sat Survey. The display will show throughout the call unless the call is put on hold.

      Note:

      If the assistor is going to transfer the caller to another number or application, (the taxpayer would not have normally hung up) do not notify the caller or offer the survey.

    2. The assistor will complete the call as usual.

    3. After the call is complete, the assistor will read the following script exactly as written:

      "This call has been randomly selected for an anonymous IRS improvement survey. It will take under eight minutes. Would you like to participate in the survey?"

    4. The assistor will use the following scripts exactly as written to address the taxpayer decision in taking the survey:

      If the caller: Your response:
      Does NOT AGREE to take the survey "Is there anything else I can help you with today?"
      Respond to their questions (if any), thank him/her and terminate the call.
      AGREES to take survey "Thank you. Please wait while I transfer you."

    5. The assistor will use the following IF/THEN chart to address any taxpayer concerns.

      If the caller: Then respond
      Expresses concern about how they were selected "Your call was randomly selected prior to your calling the IRS."
      Expresses concern for anonymity "All information is anonymous. The responses on the questionnaire are not linked to any single individual."
      Asks how the information will be used "The IRS is trying to improve its service. A first step in this process is to gather reliable information from those who have had contact with the IRS."
      Expresses concern for reprisal "You will not be identified or penalized whether or not you decide to participate."
      Asks to be called back later "Because you would be transferred into an automated survey, we would be unable to call you back later. This is the only opportunity we have to survey you."

    6. The employee will then proceed to transfer the call to the automated survey.

      Take the following steps to transfer the call.
      Do Not Place the Caller on Hold

       
      • Press "OUTSIDE LINE" on your telephone.

      • Dial 166 and "ENTER/TRANSFER" . DO NOT WAIT FOR EXTENSION TO PICKUP OR FOR FURTHER INSTRUCTIONS.

        Note:

        Sites that have the Infrastructure Upgrade Project (IUP) numbers should use the four-digit number, 5001, to transfer customers to the survey.

    7. If there are problems with the speed dial numbers or the automated survey system, thank the caller and apologize for the inconvenience. Terminate the call, alert your site's Systems Analyst and he/she will contact the assigned headquarters analyst to investigate the problem

Collection Operation Customer Satisfaction Survey Sample File

  1. W&I Strategies and Solutions serves as a liaison between the functional units and the contractors, reviewing reports for technical accuracy and providing contracting support.

  2. Compliance Collection Operation work as defined for this survey sample is closed correspondence cases processed under the following OFP codes:

    • IMF: 6111X, 6112X, 6114X, 6115X, 6119X, 6174X, 622XX, 624XX, 62501, 62502

    • BMF: 6131X, 6132X, 6241X, 6243X, 6246X, 6261X, 62901, 62930, 61840

  3. Closures to be included are cases based on an incoming response from the taxpayer. This means responses to notices and letters, unsolicited correspondence, returns, and payments.

  4. Headquarters staff pulls sample cases the 26th of each month through the 25th of the next month from closed cases on AMS, through an automated procedure.

  5. The definition template sent to the vendor for SCC Ops sample is as follows:

    • Record Number: Assigned by the system.

    • Site Code: This field is the Site Code. (1- Brookhaven, 2-Cincinnati, 3-Memphis, 4-Ogden, 5-Philadelphia, 6-Austin, 7-Atlanta, 8-Andover, 9-Kansas City, 10-Fresno).

    • BOD Code: This field is the BOD code (WI or SB).

    • E-File: Indicates a Y for yes, and blank if no.

    • Reject Code: A 1 indicates that SCC Ops did not contact the taxpayer either through correspondence or online when closing the case and that the rest of the template is completed. If taxpayer was contacted, field will be blank, and the rest of the template is completed as appropriate.

    • First Name Line: Indicates taxpayer’s first name or complete business name. For deceased taxpayer's, this line is used for the Executor's name. For joint filers with different last names, the primary taxpayer’s name is listed here and the secondary in the Last Name field. For joint filers with a hyphenated last name (Wolf & Daisy Olive-Chestnut) is listed as Wolf & Daisy, in First Name Line, and Chestnut, in Last Name Line.

    • Last Name Line: Indicates taxpayer's last name or second name line for a business. For deceased taxpayers, list the name of the deceased as follows Re: name of deceased.

    • Street Address: Indicates street address or PO Box number.

    • City Name Line: Indicates city name.

    • State Name Line: Indicates two letter State abbreviations

    • Zip Code: Indicates five-digit zip code.

    • Filing Status (IMF only): Indicates "1" for Single, "2" for Married filing joint, "3" for Married filing separate, "4" for Head of Household, and "5" for Qualifying Widow.

    • AGI (IMF Only): Indicates "1" for $0 to $24,999, "2" for $25,000 to $49,999, "3" for $50,000 to $99,999, and "4" for $100,000 and above. Uses the most current tax year data available.

    • Form: Indicates specific return filed, e.g., 1040A, 1040, 1040X, 941, 1120, etc.

    • Taxable Income (IMF Only): Indicates "1" for $0 to $24,999, "2" for $25,000 to $49,999, "3" for $50,000 to $99,999, and "4" for $100,000 and above. Uses most current tax year available.

    • Date of Birth (IMF Only): Indicates two-digit for month and day, four-digit year, and include slashes, e.g., 04/08/1967. Uses date for Primary taxpayer.

    • IRS Received Date: Indicates two-digit for month and day, four-digit year, and include slashes, e.g., 04/08/1967.

    • Closed Date: Indicates two-digit for month and day, four-digit year, and include slashes, e.g., 04/08/1967.

    • Program Code: Indicates five-digit OFP code.

    • Last CP Notice Sent: Indicates the last CP Notice number that was issued, e.g., 501. A blank indicates no record or indication of a notice being issued. If IDRS was researched, assume the notice is related if the date is within 14 to 60 days of the taxpayer’s response.

    • Telephone Number (W&I): Indicates the taxpayer’s telephone number from IDRS.

  6. The CSCO survey, will utilize mail surveys to determine customer satisfaction after case closure. The contractor administers the survey by mail monthly.

  7. The mail survey process includes the following correspondence to the taxpayer:

    • an advance letter about the survey;

    • the initial survey with a cover letter;

    • a postcard reminder; and,

    • a second letter and survey to non-respondents.

Accounts Management Adjustments Customer Satisfaction Survey

  1. "Adjustments" as defined for this survey is work processed under the following programs and reported in Accounts Management Inventory Report (AMIR) Categories 1, 2, 6, and 9:

    Work/cases reported under programs:

    Master File OFP
    BMF 1000X, 1005X, 1006X, 1007X, 1008X
    EO 1310X, 1315X, 1320X
    International 3303X, 3304X, 3308X
    IMF 3572X,4000X, 4001X, 4005X, 4006X, 4007X, 4008X, 4009X, 8236X, 8537X, 9714X
    EP 7280X

    Note:

    Programs excluded from the survey: 1542X, 3307X, and 8238X.

  2. Closures to be included in the survey are any cases based on an incoming submission from the customer, meaning responses to notices and letters, unsolicited correspondence, amended returns and claims, with the exceptions listed below.
    Closures to be excluded from the survey ("Rejects" ) are:

    • Correspondence with attached forms or schedules (or an internal route) that simply need to be associated with a return; undelivered mail; and amended returns that are determined to be "True Dups."

    • Cases generated and closed based on internal transcripts or notices, even those that result in outgoing correspondence to the customer, when we have no customer response.

    • Form 4442 Referrals, except for referrals that result in the closure of correspondence, a claim or an amended return that would have otherwise qualified for the survey.


    You must pull any case at the designated skip interval, even if it is a "Reject."

  3. Pull cases for the survey daily, based on the Sample Selection Methodology procedures.

  4. Share Point data contains the requirements for entering sample case data into the database.

    1. Obtain the data required for input from the closed case file and through IDRS research.

    2. Generally, attempt to ensure that all input fields have an entry unless the instructions allow for a blank. However, if you simply cannot secure data for a field, leave it blank.

      Exception:

      If it is determined that a case should be excluded from the survey, enter only the Office Identifier, BOD code, and the Reject indicator of "No" and the CIS ID; leave the remaining fields blank.

    3. If the address on the customer’s correspondence/amended return/claim is different from the address on IDRS, enter the new address information onto the database.

    4. Review daily input to ensure accuracy.

  5. SharePoint Definition Template - From the drop-down boxes input the following information.

    • CIS Case ID - Use this field to record the ten-digit CIS ID. Also enter the CIS ID if the case meets Reject Criteria.

    • BOD Code - Enter WI, SB, LMSB, or TE/GE. Don't assume you can determine the BOD Code. Get it from a notice, from part of the case file, or from IDRS.

    • Reject - Do not enter anything if the case will be included in the survey. Enter Yes if the case will not be included in the survey and the CIS Case ID, do not enter any more data on the input sheet.

    • E-File - Yes or No.

    • First Name - Enter the first name for IMF customers. Enter the first name for any BMF customers whose names are simply an individual's first and last names. Leave blank for all other BMF, EP, and EO customers.

    • Last Name - Enter the last name for IMF customers. Enter the last name for any BMF customers whose names are simply an individual's first and last names. Enter the full name of all other BMF, EP, and EO customers.

    • Address - Enter the street address or Box number.

    • City - Enter city name.

    • Zip Code - Enter the five-digit zip code.

    • Form- Enter specific form filed, e.g., 1040A, 1040, 1040X, 941, 1120, etc.

    • Last CP Notice Sent - Enter the notice number of the last CP Notice issued, for example "501" , if it appears to be related to this case. Assume the notice is related if it was issued within 14 to 60 days of the taxpayer's response. Leave blank if there is no record or indication of a notice being issued.

    • Received Date - Enter the IRS Received date using a two-digit month, day, and four-digit year, including slashes, e.g., 01/09/2014.

    • Closed Date - Enter a two-digit month, day, and four-digit year closed date, including slashes, e.g., 02/14/2014.

    • Program Code - Enter:
      BMF - 10000, 10050, 10060, 10070, 10080
      EO - 13100, 13150
      International - 33030, 33040, 33080
      IMF - 35720, 40000, 40010, 40050, 40060, 40070, 40080, 82360, 85370, 97140
      EP - 72800

      Note:

      Do not use a specific fifth digit.

    • Issue - Enter:
      Status of Refund
      Earned Income Credit
      Credits (childcare, education, etc.)
      Status of payment
      Exemptions/Dependents
      Other changes to original return
      Penalty/Interest charges
      Name/Address changes
      Other

    • Telephone Number - Obtain the taxpayer’s telephone number from their submitted documents, or ENMOD. If none is present in the case file or on ENMOD, do not enter anything (numeric field only).

    • Filing Status (IMF only) - Enter:
      Single
      Married filing joint
      Married filing separate
      Head of Household
      Qualifying Widow.

    • AGI (IMF Only) - Enter:
      $0 to $24,999
      $25,000 to $49,999
      $50,000 to $99,999
      $100,000 +

    • Taxable Income (IMF Only) - Enter:
      $0 to $24,999
      $25,000 to $49,999
      $50,000 to $99,999
      $100,000 +

    • Date of Birth (IMF Only) - Enter two-digit month, day, and four-digit year, including the slashes, e.g., 04/08/1967. Use the birth date of the primary taxpayer if a joint account.

  6. All closures must be input by the fourth business day following the end of the month. Adjustments Customer Satisfaction Survey data will be transferred via Enterprise File Transfer Utility (EFTU) by the PICA Staff.

  7. Time Reporting: Clerks or CSRs working any part of this survey process should use 790-00000. Analysts or managers should include time spent on the survey under the function and program they normally use daily. In the event a lead CSR is involved, they should use the OFP they normally use when not working cases.

Retention of Survey Source Cases

  1. For the Adjustments survey of Correspondence customers, source case data submitted to headquarters will be retained by the PICA staff until survey results for the quarter have been generated, or for a period not to exceed six months. Sites are no longer responsible for retention of the case data.

Innocent Spouse Customer Satisfaction Survey

  1. An outside vendor completes this survey with no direct support necessary from field offices. The vendor selects a statistically valid random sample of closed Innocent Spouse cases from a disc sent to them each month. This disc will list all cases closed on the Innocent Spouse Tracking System for that month. The vendor sends the survey form along with a postage-paid return envelope to each selected customer. The customer mails his/her response back to the vendor. The vendor then compiles the results and issues national reports and analyses each quarter. Unweighted results are available each quarter and weighted reports and analyses are available annually. Quarterly and annual reports are based on statistically valid samples.

Injured Spouse Customer Satisfaction Survey

  1. The Injured Spouse Customer Satisfaction survey was developed to help measure and improve Form 8379, Injured Spouse Allocation services to our customers. An outside contractor administers the Injured Spouse Survey questionnaire. The survey includes specific questions to taxpayers' satisfaction with service received with preparing and filing Form 8379, communications with Customer Service Representatives when contacted for updates and the outcome of their allocation.

  2. Using a data base query tool, survey candidates are selected by querying closed Injured Spouse cases in the Correspondence Imaging System (CIS).

  3. Headquarters uses a Generalized IDRS Interface (GII) tool to build the data for transmission to the contractor. All data transmitted to the contractor for the Injured Spouse Survey is sent via the Enterprise File Transfer Utility (EFTU) to a share point site.

  4. The contractor sends the survey form along with a postage-paid return envelope to each selected customer.

  5. Upon receipt of the customer's response, the contractor enters data and transmits it to the W&I Strategies and Solutions staff thru EFTU monthly.

  6. W&I Strategies and Solutions no longer provides quarterly, semi-annual and annual reports and analysis to the Injured Spouse Headquarters Staff for review. An external contractor handles all analysis and reporting. WISS reviews the report for technical accuracy and serves as liaison between the functional/business unit and the contractor.