Customer Satisfaction Surveys

This page provides a listing of current and recent IRS-sponsored customer satisfaction surveys and IRS taxpayer compliance burden surveys.

The IRS, as for all federal executive departments and agencies and their public websites, must comply with the Paperwork Reduction Act (44 U.S.C. Chapter 35) to ensure that information collected from the public, minimizes burden and maximizes public utility.

One of the principal requirements of the PRA is that organizations must have Office of Management and Budget approval before collecting information from the public (such as forms, general questionnaires, surveys, instructions and other types of information collections), and they must display the current OMB control number on the collection format.

IRS surveys conducted by mail, telephone and online provide the name of an IRS contact person and/or a helpline contact phone number. If you question the authenticity of the survey in any collection format, please review Report Phishing and Online Scams

Summary information

N = National | NC = National, Campus | NT = National Territories | NS = National, Spanish

 
IRS Office Activity End date Method Area Frequency Vendor
Appeals Appeals contacts, cases closed during fiscal year survey period Ongoing Web, Phone (Call-out) N Quarterly ICF Macro, Inc.
Large Business and Int'l LB&I Exams 3/31/2021 Phone N Annual

PCG Enterprises, Inc.

&

M. Davis & Company

LB&I LB&I Campaign Survey 3/31/2021 Web N Annual PCG Enterprises, Inc.
LB&I Foreign Resident Compliance Exams 3/31/2021 Mailed, paper survey N Semi-annual PCG Enterprises, Inc.
LB&I & RAAS American Customer Satisfaction Index – Large Corporate Filing Process 10/31/2020 Phone (Call-out) N Annual FCG, CFI Group, Dynata
Online Services, IRS.gov Online taxpayer/customer experience survey (IRS.gov) Ongoing Web N Annual

Verint

ForeSee

Research, Applied Analytics and Statistics (RAAS) Individual Taxpayer Burden Survey (ITB)

7/31/2020 (2018 Study)

Mail, Online NS Annual Westat, Inc.
RAAS

Business Taxpayer Burden Survey

(starts May 2020)

5/30/2022 (2019 Study) Mail, Online N Triennial Fors Marsh Group
RAAS Taxpayer Compliance Burden Survey (Starts May 2020) 8/31/2020 Mail, Online NS* Triennial Westat. Inc
RAAS Business Compliance Burden Survey (Starts May 2020) 6/30/2020 Online N Triennial Westat. Inc
RAAS Individual Taxpayer Burden Survey (ITB)

(starts June 2020)

7/31/2021 (2019 Study) Mail, Online NS Annual Westat. Inc
RAAS

Information Return Burden Survey (IRB)

(starts October 2020)

1/31/2021 Online N Triennial No Vendor
RAAS Comprehensive Taxpayer Attitude Survey 10/31/2020

Phone (Call-out) and Online

N Annual PCG, MAXimum Research
Small Business/Self-Employed Private Collection Agency (PCA) 9/30/2020 IVR Phone N Annual ICF
SB/SE Automated Collection System 9/30/2020 IVR Phone NC Annual PCG Enterprises, Inc.
SB/SE ACS Support 9/30/2020 Mailed, paper survey N Annual PCG Enterprises, Inc.
SB/SE Automated Under Reporter 9/30/2020 Mailed, paper survey NC Annual Fors Marsh Group, LLC
SB/SE Correspondence Center Exam 9/30/2020 Mailed, paper survey NC Annual Fors Marsh Group, LLC
SB/SE Innocent Spouse 9/30/2020 Mailed, paper survey N Quarterly, annual Fors Marsh Group, LLC
SB/SE Compliance Services Collection Operation 9/30/2020 Mailed, paper survey NC Annual PCG Enterprises, Inc.
SB/SE Field Collection 9/30/2020 Mailed, paper survey N Annual Fors Marsh Group, LLC
SB/SE Field Examination 9/30/2020 Mailed, paper survey N Annual Fors Marsh Group, LLC
SB/SE Employment Tax Examination 9/30/2020 Mailed, paper survey NT Annual Fors Marsh Group, LLC
SB/SE Excise Tax Examination 9/30/2020 Mailed, paper survey NT Annual Fors Marsh Group, LLC
SB/SE Estate and Gift Tax Examination 9/30/2020 Mailed, paper survey NT Annual Fors Marsh Group, LLC
SB/SE Customer Satisfaction Evaluation for Data Services Customers 2019 Survey 11/15/2019 Online N Once

SB/SE Research

SB/SE Customer Satisfaction Evaluation for Primary Agency Liaisons 2019 Survey 11/15/2019 Online N Once SB/SE Research
SB/SE Customer Satisfaction Evaluation for Users of IRS GLDS Products and Services 2019 Survey 11/15/2019 Online N Once SB/SE Research
SB/SE Federal Employee Tax Compliance Outreach Customer Satisfaction Survey 10/31/2022 Online N Annual SB/SE Research
SB/SE & RAAS American Customer Satisfaction Index -- Small Corporate Filing Process 10/31/2020 Phone (Call-out) N Annual FCG, CFI Group, Dynata
Taxpayer Advocate Service TAS closed cases 1/31/2017 Mailed, paper survey N Annual TAS Research
Tax Exempt/Government Entities Exempt Organizations Determinations 3/31/2021 Mailed, paper survey N Bi-annual Fors Marsh Group, LLC
TE/GE Exempt Organizations Examinations 3/31/2021 Mailed, paper survey N Bi-annual Fors Marsh Group, LLC
TE/GE Employee Plans Determinations 3/31/2021 Mailed, paper survey N Bi-annual Fors Marsh Group, LLC
TE/GE Employee Plans Examinations 3/31/2021 Mailed, paper survey N Bi-annual Fors Marsh Group, LLC
TE/GE Federal, State & Local Governments Examination 3/31/2021 Mailed, paper survey N Bi-annual Fors Marsh Group, LLC
TE/GE Toll-free 3/31/2017 Phone, (Call-in) N Annual ICF Macro, Inc.
TE/GE Tax Exempt Bonds Exam 9/30/2018 Mailed, paper survey N Bi-annual Fors Marsh Group, LLC
TE/GE Indian Tribal Government Exam 9/30/2018 Mailed, paper survey N Bi-annual Fors Marsh Group, LLC
Wage and Investment, Customer Assistance, Relationships and Education: Field Assistance TAC Office 3/31/2021 Comment card N Annual Fors Marsh Group, LLC
W&I:CARE: Media & Publications Individual Taxpayer 9/30/2021 Mail/Online N Annual Fors Marsh Group, LLC
W&I:CARE:M&P Business Taxpayer 9/30/2021 Mail/Online N Annual Fors Marsh Group, LLC
W&I:CARE:M&P Tax Return Preparer 9/30/2021 Mail/Online N Annual Fors Marsh Group, LLC
W&I:CARE:M&P Forms Distribution 9/30/2021 Online N Annual Fors Marsh Group, LLC
W&I:CARE: Stakeholder Partnerships, Education and Communication SPEC Partner 9/01/2021 Online N Annual PCG Enterprises, Inc.
W&I:Customer Account Services Adjustments 3/31/2021 Mailed, paper survey N Annual Fors Marsh Group, LLC
W&I:CAS E-Help 5/31/2021 IVR Phone N Annual

ICF Incorporated

W&I:CAS Injured Spouse 5/31/2021 Mailed, paper survey N Annual Fors Marsh Group, LLC
W&I:CAS Online Account Usability Testing Interviews 2/28/2021 Invitation letter and Usability Testing Interviews N Once Fors Marsh Group, LLC
W&I:CAS Practitioner Priority Service 3/31/2021

IVR Phone

N Annual ICF Macro, Inc.
W&I:CAS Toll-Free 3/31/2021 IVR Phone N Annual ICF Macro, Inc.
W&I:CAS TE/GE Toll-Free 3/31/2021  IVR Phone N ICF Macro, Inc.
W&I:CAS Toll-Free TAC Appointment Line Survey and Follow-up Survey 9/30/2021 IVR Phone/Web and Phone N Annual ICF Incorporated
W&I:Return Integrity & Compliance Services (RICS) Refundable Credits Examination Operations (RCEO) 9/30/2021 Mail/Online N Bi-annual Fors Marsh Group, LLC
W&I:Return Integrity & Compliance Services (RICS) Refundable Credits Examination Operations (RCEO) Toll-Free 9/30/2021 IVR Phone N Bi-annual Fors Marsh Group, LLC
W&I:R&A Taxpayer Experience Survey (formerly Market Segment Survey) 12/31/2021 Web NS Annual ICF Incorporated
W&I and Research, Applied Analytics and Statistics (RAAS) American Customer Satisfaction Index — Individual Paper Filing Process 10/31/2021 Phone (Call-out) and Online N Annual FCG, CFI Group, Dynata
W&I & RAAS American Customer Satisfaction Index — Individual Electronic Filing Process 10/31/2021 Phone (Call-out) and Online N Annual FCG, CFI Group, Dynata
W&I Free File Study 09/30/2021 Mail and Internet N Annual Federally Funded Research and Development Center/MITRE
W&I Understanding Taxpayer Behavior Study 12/31/2021 Mail, Phone, and Internet N Annual MITRE/Federally Funded Research and Development Center