IRS Logo
Print - Click this link to Print this page

Customer Satisfaction Surveys

Español

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 this page.

Summary information

IRS office

Activity surveyed

Expiration date

Delivery method

Area
surveyed

Frequency

Administered by
Appeals Appeals contacts, cases closed during fiscal year survey period 9/30/2016 Web: Those not responding are contacted via telephone (Call-out) National (only)_ Annual ICF Macro, Inc.
Large Business and International LB&I Examinations 3/31/2018 Phone
(Call-out)
National Annual PCG Enterprises, Inc.
LB&I Compliance Assurance Process 3/31/2018 Web National Annual PCG Enterprises, Inc.
LB&I Foreign Resident Compliance Examinations 3/31/2018 Mailed - paper survey National Semi-annual PCG Enterprises, Inc.
Research, Analysis and Statistics Individual Taxpayer Burden Survey (ITB)

5/31/2016 (2014 study)

5/31/2014 (2015 study)

Mail National Annual Westat, Inc.
RAS Individual Taxpayer Burden Survey (ITB) – mobile friendly 5/31/2017 (2015 study) Mail National Annual Westat, Inc.
RAS Individual Taxpayer Burden Survey (ITB)  - Special FATCA Study 5/31/2017 (2015 study) Mail National Annual Westat, Inc.
RAS Business Compliance Burden Survey (BCB) 7/31/2016 Mail National Triennial Westat, Inc.
RAS Information Return Burden Survey (IRB) 7/31/2016 Mail National Triennial Westat, Inc.
RAS Taxpayer Compliance Burden Survey  (TCB) 12/31/2015 Mail National Triennial Westat, Inc.
Small Business/Self-Employed Automated Collection System 9/30/2017 Phone (Call-in) National - Campus Annual PCG Enterprises, Inc.
SB/SE ACS Support 9/30/2017 Mailed - paper survey National   Quarterly, annually PCG Enterprises, Inc.
SB/SE Automated Under Reporter 9/30/2017 Mailed - paper survey National - Campus Annually Fors Marsh Group, LLC
SB/SE Automated Under Reporter Toll-free 9/30/2017

Interactive Voice Response:

Phone
National - Campus Annual Fors Marsh Group, LLC
SB/SE Correspondence Center Exam 9/30/2017 Mailed - paper survey National - Campus Annual Fors Marsh Group, LLC
SB/SE Correspondence Center Exam Toll-free 9/30/2017 IVR Phone National - Campus Annual Fors Marsh Group, LLC
SB/SE Innocent Spouse 9/30/2017 Mailed - paper survey National Quarterly, annual Fors Marsh Group, LLC
SB/SE Innocent Spouse 9/30/2017 IVR Phone National Quarterly, annual Fors Marsh Group, LLC
SB/SE Compliance Services Collection Operation 9/30/2017 Mailed - paper survey National - Campus Annual PCG Enterprises, Inc
SB/SE Field Collection 9/30/2017 Mailed - paper survey National, area Annual Fors Marsh Group, LLC
SB/SE Field Examination 9/30/2017 Mailed - paper survey National, area Annual Fors Marsh Group, LLC
SB/SE Employment Tax Examination 9/30/2017 Mailed - paper survey National territories Annual Fors Marsh Group, LLC
SB/SE Excise Tax Examination 9/30/2017 Mailed - paper survey National territories Annual Fors Marsh Group, LLC
SB/SE Estate and Gift Tax Examination 9/30/2017 Mailed - paper survey National territories Annual Fors Marsh Group, LLC
SB/SE American Customer Satisfaction Index 10/31/2016 Phone
(Call-out)
National Annual CFI Group
Taxpayer Advocate
Service
TAS closed cases 1/31/2017 Mailed paper survey National Annual TAS Research
Tax Exempt/Government Entities Exempt Organizations Determinations 12/31/2016 Mailed paper survey National Semi-annual ICF Macro, Inc.
TE/GE Exempt Organizations Examinations 12/31/2016 Mailed paper survey National, area Semi-annual, Annual ICF Macro, Inc.
TE/GE Employee Plans Determinations 12/31/2016 Mailed paper survey National Semi-annual ICF Macro, Inc.
TE/GE Employee Plans Examinations 12/31/2016 Mailed paper survey National, area Semi-annual, Annual ICF Macro, Inc.
TE/GE Federal, State & Local Governments Examination 12/31/2016 Mailed paper survey National Annual ICF Macro, Inc.
TE/GE Toll-free 3/31/2017 Phone (Call-in) National Annual ICF Macro, Inc.
Wage and Investment, Customer Assistance, Relationships and Education: Field Assistance TAC Office 3/31/2017 Comment card National Annual Fors Marsh Group, LLC
W&I:CARE: Media & Publications Individual Taxpayer 9/30/2016 Mail / Online National Annual Fors Marsh Group, LLC
W&I:CARE:M&P Business Taxpayers 9/30/2016 Mail / Online National Annual Fors Marsh Group, LLC
W&I:CARE:M&P Tax Preparers 9/30/2016 Mail / Online National Annual Fors Marsh Group, LLC
W&I:CARE:M&P Forms & Publications 9/30/2016 Online National Annual Fors Marsh Group, LLC
W&I:CARE:Stakeholder Partnerships, Education and Communication SPEC Partner 2/28/2017 Online National Annual Fors Marsh Group, LLC
W&I:Customer Account Services Adjustments 5/31/2016 Mailed - paper survey National Quarterly, annually Fors Marsh Group, LLC
W&I:CAS E-Help 6/8/2016 IVR Phone National Quarterly, annually PCG Enterprises, Inc.
W&I:CAS Injured Spouse 6/30/2016 Mailed - paper survey National Quarterly, Semi-annual Fors Marsh Group, LLC
W&I:CAS Practitioner Priority Service 3/31/2016 IVR Phone National Quarterly, annually ICF Macro, Inc.
W&I:CAS Technical Services Operation 9/30/2016 Web National Ongoing Fors Marsh Group, LLC
W&I:CAS Toll-Free 3/31/2017 IVR Phone National Quarterly, annually ICF Macro, Inc.
W&I:CAS TE/GE Toll-Free 3/31/2016 IVR Phone National Quarterly, annually ICF Macro, Inc.
W&I:Compliance Automated Collection System 9/30/2016 IVR Phone National Quarterly, annually PCG Enterprises,
Inc.
W&I:Compliance ACS Support 9/30/2016 Live phone National Quarterly, annually PCG Enterprises,
Inc.
W&I:Compliance Automated Under Reporter 9/30/2015 Mailed - paper survey National Quarterly, annual ICF Macro, Inc.
W&I:Compliance Compliance Center Examination 9/30/2015 Mailed - paper survey National Quarterly, annual ICF Macro, Inc.
W&I:Compliance Compliance Center Examination Toll-Free 9/30/2015 IVR Phone National Quarterly ICF Macro, Inc.
W&I:Compliance Compliance Services Collection Operation 9/30/2015 Live phone (Call-in) National Quarterly, annual PCG Enterprises, Inc.
W&I:Compliance Innocent Spouse 9/15/2015 Mailed - paper survey National Quarterly, annual ICF Macro, Inc.
W&I:Compliance Innocent Spouse 9/15/2015 IVR Phone National Quarterly, annual ICF Macro, Inc.
W&I:R&A Taxpayer Experience Survey (formerly Market Segment Survey) 12/31/2016 Web National/Spanish Annual PCG Enterprises, Inc.
W&I:R&A IRS Survey of Non-Filers (formerly the International Taxpayer) 12/31/2014 Mail & Web International Bi-annual ICF Macro, Inc.
IRS American Customer Satisfaction Index 10/31/2016 Mailed - paper survey National One-time National Business Center, Inc., FCG, and CFI Group
W&I:R&A 2015 IP PIN CSAT Survey 7/15/2016 Mail and Web National One-time Fors Marsh Group, LLC

 

Page Last Reviewed or Updated: 20-Nov-2016