Customer Satisfaction Surveys
This page provides a listing of current and recent IRS sponsored customer satisfaction 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.
|
IRS office |
Activity surveyed |
Expiration date |
Delivery method |
Area |
Frequency |
Administered by |
|---|---|---|---|---|---|---|
| Appeals | Appeals contacts, cases closed during fiscal year survey period | 9/30/2013 | Web: Those not responding are contacted via telephone (Call-out) | National, area | Quarterly | ICF Macro, Inc. |
| Large Business and International | Industry and Coordinated Industry Examinations | 3/31/2013 | Phone (Call-out) |
National and five industries | Annually | PCG Enterprises, Inc |
| LB&I | Compliance Assurance Process | 3/31/2013 | Web | National | Annually | PCG Enterprises, Inc |
| LB&I | Foreign Resident Compliance Examinations | 3/31/2013 | Mailed - paper survey | National | Semi-annually | PCG Enterprises, Inc |
| National Research Program | NRP process and procedures 2008 study | 1/31/2012 | Mailed - paper survey | National | One-time | ICF Macro, Inc. |
| Small Business/Self-Employed | Automated Collection System | 9/30/2013 | Phone (Call-in) | National - Campus | Annual | PCG Enterprises, Inc |
| SB/SE | Automated Under Reporter | 9/30/2013 | Mailed - paper survey | National - Campus | Annual | ICF Macro, Inc. |
| SB/SE | Automated Under Reporter Toll-free | 9/30/2013 |
Interactive Voice Response: Phone |
National - Campus | Annual | ICF Macro, Inc. |
| SB/SE | Compliance Center Exam | 9/30/2013 | Mailed - paper survey | National - Campus | Annual | ICF Macro, Inc. |
| SB/SE | Compliance Center Exam Toll-free | 9/30/2013 | IVR Phone | National - Campus | Annual | ICF Macro, Inc. |
| SB/SE | Compliance Services Collection Operation | 9/30/2013 | Mailed - paper survey | National - Campus | Annual | PCG Enterprises, Inc |
| SB/SE | Collection | 9/30/2013 | Mailed - paper survey | National, area | Annual | PCG Enterprises, Inc |
| SB/SE | Field Examination | 9/30/2013 | Mailed - paper survey | National, area | Annual | ICF Macro, Inc. |
| SB/SE | Employment Tax Examination | 9/30/2013 | Mailed - paper survey | National territories | Annual | PCG Enterprises, Inc |
| SB/SE | Excise Tax Examination | 9/30/2013 | Mailed - paper survey | National territories | Annual | PCG Enterprises, Inc |
| SB/SE | Estate and Gift Tax Examination | 9/30/2013 | Mailed - paper survey | National territories | Annual | PCG Enterprises, Inc |
| SB/SE | American Customer Satisfaction Index | 3/31/2013 | Phone (Call-out) |
National | Annual | CFI Group |
| Tax Exempt/Government Entities | Exempt Organizations Determinations | 3/31/2013 | Mailed paper survey | National | Semi-annually | ICF Macro, Inc. |
| TE/GE | Exempt Organizations Examinations | 3/31/2013 | Mailed paper survey | National, area | Semi-annually | ICF Macro, Inc. |
| TE/GE | Employee Plans Determinations | 3/31/2013 | Mailed paper survey | National | Semi-annually | ICF Macro, Inc. |
| TE/GE | Employee Plans Examinations | 3/31/2013 | Mailed paper survey | National, area | Semi-annually | ICF Macro, Inc. |
| TE/GE | Federal, State & Local Governments Examination | 3/31/2013 | Mailed paper survey | National | Annually | ICF Macro, Inc. |
| TE/GE | Toll-free | 3/31/2013 | Phone (Call-in) | National | Annually | ICF Macro, Inc. |
| Taxpayer Advocate Service |
TAS closed cases | 6/30/2013 | Phone (Call-out) | National, area and office | Quarterly | PCG Enterprises, Inc |
| Wage and Investment, Customer Assistance, Relationships and Education: Field Assistance | Field Assistance | 3/31/2013 | Comment card - Paper | National, areas | Quarterly, annually | PCG Enterprises, Inc |
| W&I:CARE: Media & Publications | Individual taxpayer | 9/30/2013 | Online | National | Annually | Fors Marsh Group |
| W&I:CARE:M&P | Businesses | 9/30/2013 | Mail / Online | National | Annually | Fors Marsh Group |
| W&I:CARE:M&P | Tax preparers | 9/30/2013 | Mail / Online | National | Annually | Fors Marsh Group |
| W&I:CARE:M&P | Forms & Publications | 9/30/2013 | Online | National | Annually | Fors Marsh Group |
| W&I:CARE:Stakeholder Partnerships, Education and Communication | SPEC Partner | 9/30/2012 | Online | National | Annually | Fors Marsh Group, LLC |
| W&I:Customer Account Services | Adjustments | 6/21/2013 | Mailed - paper survey | National | Quarterly, annually | Fors Marsh Group, LLC |
| W&I:CAS | E-Help | 6/8/2013 | IVR Phone | National | Quarterly, annually | PCG Enterprises, Inc |
| W&I:CAS | Injured Spouse | 3/31/2013 | Mailed - paper survey | National | Quarterly, Semi-annual | Fors Marsh Group, LLC |
| W&I:CAS | Practitioner Priority Service | 3/31/2014 | IVR Phone | National | Quarterly, annually | ICF Macro, Inc. |
| W&I:CAS | Toll-Free | 3/31/2014 | IVR Phone | National | Quarterly, annually | ICF Macro, Inc. |
| W&I:CAS | TE/GE Toll-Free | 3/31/2014 | IVR Phone | National | Quarterly, annually | ICF Macro, Inc. |
| W&I:Compliance | Automated Collection System | 7/18/2012 | IVR Phone | National | Quarterly, annually | PCG Enterprises, Inc |
| W&I:Compliance | ACS Support | 7/18/2012 | Live phone | National | Quarterly, annually | PCG Enterprises, Inc |
| W&I:Compliance | American Customer Satisfaction Index | 3/31/2013 | Mailed - paper survey | National | One-time | National Business Center, Inc., FCG, and CFI Group |
| W&I:Compliance | Automated Under Reporter | 6/15/2012 | Mailed - paper survey | National | Quarterly, annually | ICF Macro, Inc. |
| W&I:Compliance | Compliance Center Examination | 6/15/2012 | Mailed - paper survey | National | Quarterly, annually | ICF Macro, Inc. |
| W&I:Compliance | Compliance Center Examination Toll-Free | 6/15/2012 | IVR Phone | National | Quarterly | ICF Macro, Inc. |
| W&I:Compliance | Compliance Services Collection Operation | 6/15/2012 | Live phone (Call-in) | National | Quarterly, annually | PCG Enterprises, Inc |
| W&I:Compliance | Innocent Spouse | 6/15/2012 | Mailed - paper survey | National | Quarterly, annually | ICF Macro, Inc. |
| W&I:Research and Analysis | Educating and/or Retaining the VITA Client | 9/30/2013 | Interviews in person with former VITA clients | National | One-time | Fors Marsh Group, LLC |
| W&I:R&A | Taxpayer experience survey (formerly market segment survey) | 5/31/2014 | Web | National/Spanish | Annual | PCG Enterprises, Inc |
Page Last Reviewed or Updated: 2012-10-26
