Form 953 2015 953 Call 2 FBMS 430 Report

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Overview

Model Qsts
CUSTOM Qsts

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Sheet 1: Model Qsts

Model Name: IRS v3				Red & Strike-Through: Delete
Model ID: MNctApFhltd0k9I0UoMFsA4C				Underlined & Italicized: Re-order
Partitioned: Yes 2MQ				Pink: Addition
Date: 12/4/2015				Blue: Reword
	Element Questions		Satisfaction Questions		Future Behaviors
	Look and Feel (1=Poor, 10=Excellent, Don't Know)		Satisfaction		Return (1=Very Unlikely, 10=Very Likely)
1	Please rate the visual appeal of IRS.gov.	16	What is your overall satisfaction with IRS.gov? (1=Very Dissatisfied, 10=Very Satisfied)	19	How likely are you to return to IRS.gov?
2	Please rate the balance of graphics and text on IRS.gov.	17	How well does IRS.gov meet your expectations? (1=Falls Short, 10=Exceeds)		Recommend (1=Very Unlikely, 10=Very Likely)
3	Please rate the readability of the pages on IRS.gov.	18	How does IRS.gov compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	20	How likely are you to recommend IRS.gov to someone else?
	Site Performance (1=Poor, 10=Excellent, Don't Know)				Primary Resource (1=Very Unlikely, 10=Very Likely)
4	Please rate how quickly pages load on IRS.gov.			21	How likely are you to use IRS.gov as your primary resource for tax information?
5	Please rate the consistency of speed from page to page on IRS.gov.
6	Please rate how completely the page content loads on IRS.gov.
	Navigation (1=Poor, 10=Excellent, Don't Know)
7	Please rate how well IRS.gov is organized.
8	Please rate the options available for navigating IRS.gov.
9	Please rate how well IRS.gov layout helps you find what you need.
	Information Browsing (1=Poor, 10=Excellent, Don't Know)
10	Please rate the ability to sort information by criteria that are important to you on IRS.gov.
11	Please rate the ability to narrow choices to find the information you are looking for on IRS.gov.
12	Please rate how well the features on IRS.gov help you find the information you need.
	Site Information (1=Poor, 10=Excellent, Don't Know)
13	Please rate the thoroughness of information provided on IRS.gov.
14	Please rate how understandable IRS.gov’s information is.
15	Please rate how well IRS.gov’s information provides answers to your questions.

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Sheet 2: CUSTOM Qsts

CUSTOM QUESTIONS			red & strike-through: DELETE
IRS v3			underlined & italicized: RE-ORDER
MID: MNctApFhltd0k9I0UoMFsA4C			pink: ADDITION
Date: 12/15/2015			blue + -->: REWORDING
			violet (bold): SKIP-LOGIC
IRS v3 CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Required Y/N	Special instructions	CQ Label
MHM6185Q001		How frequently do you visit IRS.gov?	This is my first time		Radio button, one-up vertical	Y		Frequency
			Daily
			About once a week
			About once a month
			Every 6 months or less
			About once a year
MHM6185Q002		Which best describes you for your visit to IRS.gov today?	An individual taxpayer	B	Radio button, one-up vertical	Y	Skip logic	Role
			A business (corporation, partnership, small business, etc.)
			A charity or non-profit organization (tax exempt entity, government entity, etc.)
			A tax professional (accountant, attorney, bank trust officer, enrolled agent, tax consultant, tax preparer, etc.)
			Other	A
MHM6185Q003	A	Please specify:			Text field, <100 char	N	Skip logic	Other role
	B	Please specify your individual taxpayer role.	Employee		Radio button, one-up vertical	Y	Skip logic	Individual taxpayer
			Self employed
			International taxpayer
			Parent
			Student
			Senior and/or retiree
			Other	C
	C	Please specify:			Text field, <100 char	N	Skip logic	Other taxpayer
MHM6185Q004		Why did you visit IRS.gov today?	Amended tax return status or amend my previously filed return	G1,G3	Radio button, one-up vertical	Y	Skip logic	Reason
			EIN (Employer Identification Number)	W
			Tools for tax professionals (e.g., e-services)	W
			Filing a return	W			Randomize
			Free File information	F1
			Credits and deductions information	F1
			General tax information	F1
			Received a notice/letter from IRS	F1
			News and events	F1
			Affordable Care Act information	F1
			Payments	B1
			PTIN (Preparer Tax Identification Number)	W
			Refund status	C1
			Tax forms, publications, or instructions	E1,F1
			Tax transcript	D1,D3,D4,D7
			Other	A,F1			Anchor answer choice
MHM6185Q005	A	Please specify:			Text area, no char limit	N	Skip logic	Other reason
MHM6185Q006	F1	Did you find the information you were looking for today?	Yes	F3	Radio button, one-up vertical	Y	Skip logic	Tax Info Found info
			No	F2
MHM6185Q007	F2	Please describe any difficulties that prevented you from finding what you needed.			Text area, no char limit	N	Skip logic	Tax Info Difficulties
MHM6185Q008	F3	Please describe any confusion encountered in making sense of the information you found today.			Text area, no char limit	N	Skip logic	Tax Info Confusion
MHM6185Q009	B1	What were you trying to accomplish with regard to payments?	Make an online payment	B5,B7	Radio button, one-up vertical	Y	Skip logic	Payments
			Seek information about payment options	B2,B9
			Seek information about installment agreements or payment plans	B2,B9
			Set up an installment agreement or online payment agreement	B11,B7
			Make an installment payment	B5,B7
			Look-up, modify, or cancel an existing payment or agreement	B7
			Other	B4
MHM6185Q010	B2	Gabriela Smith This may need to be a whole new B2 questions as they are removing all current options and adding brand new ones. Which most closely describes the information you were seeking today?	Information about different payment options		Checkbox, one-up vertical	Y	Skip logic	Payments Info Type
			Information about how to qualify
			Information about how to apply
			Check approval of application
			Review terms of my current online payment agreement, installment agreement or payment plan (due dates, amounts, bank accounts, etc.)
			Options to pay online from your bank account
			How to pay online by debit or credit card
			How to pay via check
			How to pay via cash or money order
			Information about installment agreements or payment plans
			Your balance due
			Other	B3
MHM6185Q011	B3	Please specify:			Text area, no char limit	N	Skip logic	Payments Other info type
MHM6185Q012	B4	Please specify:			Text area, no char limit	N	Skip logic	Other payments
MHM6185Q013	B5	Which type of payment did you attempt?	Pay by Debit or Credit Card		Checkbox, one-up vertical	Y	Skip logic	Payment Type
			Electronic Federal Tax Payment System (EFTPS)
			IRS Direct Pay
			Other	B6
MHM6185Q014	B6	Please specify:			Text area, no char limit	N	Skip logic	Payments Other type
	B11	Which type of agreement did you set up or tried to set up?	Online payment agreement		Radio button, one-up vertical	Y	Skip logic	Payments Agreement type
			Installment agreement
			Monthly payments by mail
			Monthly payment via direct debit
			Full pay within the next 4 months
			Full pay today
MHM6185Q015	B7	To what extent were you able to complete the task(s)?	I was able to complete all my task(s)		Radio button, one-up vertical	Y	Skip logic	Payments Accomplish task
			I was able to complete most of my task(s)
			I was able to complete some of my task(s)	B8
			I was unable to complete any of my task(s)	B8
MHM6185Q016	B8	If not, what prevented you?			Text area, no char limit	N	Skip logic	Payments Prevented task
MHM6185Q017	B9	Were you able to find the information you were looking for?	Yes		Radio button, one-up vertical	Y	Skip logic	Payments Find info
			No	B10
MHM6185Q018	B10	If not, what prevented you?			Text area, no char limit	N	Skip logic	Payments No info found
MHM6185Q019	C1	What were you trying to accomplish with regard to your refund status?	Check status of refund	C3,C5,C7,C8	Radio button, one-up vertical	Y	Skip logic	Refund
			Check status of amended return	C3,C5,C7,C8
			Research more information about refund	C9
			Review refund FAQs	C9
			Other	C2
MHM6185Q020	C2	Please specify:			Text area, no char limit	N	Skip logic	Other refund
MHM6185Q021	C3	How would you classify the ease of use for the refund status feature?	Very easy		Radio button, one-up vertical	Y	Skip logic	Refund Ease of use
			Somewhat easy
			Somewhat difficult	C4
			Very difficult	C4
MHM6185Q022	C4	Why did you classify the usage of the refund status feature as somewhat or very difficult? Please provide specific details of your experience.			Text area, no char limit	N	Skip logic	Refund Difficult use
MHM6185Q023	C5	Did the refund status feature provide you with sufficient information/messaging about your refund status?	Yes		Radio button, one-up vertical	Y	Skip logic	Refund Sufficient info
			No	C6
MHM6185Q024	C6	Please specify what the IRS could do better in informing you about your refund status.			Text area, no char limit	N	Skip logic	Improve refund
MHM6185Q025	C7	What other ways did you use to check on your refund status?			Text area, no char limit	N	Skip logic	Refund Other ways
MHM6185Q026	C8	How many times did you use the refund status feature during the tax season?	This is my first time		Radio button, one-up vertical	Y	Skip logic	Refund # times used
			2-4 times
			5-9 times
			10 or more times
MHM6185Q027	C9	Were you able to find the information you were looking for?	Yes		Radio button, one-up vertical	Y	Skip logic	Refund Find info
			No	C10
MHM6185Q028	C10	If not, what prevented you?			Text area, no char limit	N	Skip logic	Refund No info found
	G1	What were you trying to accomplish with regard to your amended return?	Check status of amended return		Radio button, one-up vertical	Y	Skip logic	Amended return
			Other	G2
	G2	Please specify:			Text area, no char limit	N	Skip logic	Other amended return
	G3	Were you able to find the information you were looking for?	Yes		Radio button, one-up vertical	Y	Skip logic	Amended return Find info
			No	G4
	G4	If not, what prevented you?			Text area, no char limit	N	Skip logic	Amended return No info found
MHM6185Q029	D1	What was your main reason for requesting a transcript today?	Higher education/student aid		Radio button, one-up vertical	Y	Skip logic	Transcript Reason
			Mortgage related
			Tax preparation
			Immigration
			FEMA/Disaster related
			State licensing
			Small business loan
			Housing assistance
			State or local tax issue
			Income verification
			Health care
			Other	D2
MHM6185Q030	D2	Please specify any other reason(s) for requesting a transcript today.			Text area, no char limit	N	Skip logic	Transcript Other reason
MHM6185Q031	D3	What type of transcript were you interested in?	Tax Account Transcript		Radio button, one-up vertical	Y	Skip logic	Transcript types
			Tax Return Transcript
			Record of Account (Account & Return Transcript)
			Wage & Income Transcript
			Verification of Non-Filing Letter
			Not sure
MHM6185Q032	D4	Did you have any difficulty requesting a transcript today?	Yes	D5	Radio button, one-up vertical	Y	Skip logic	Transcript Encounter difficulty
			No
MHM6185Q033	D5	What type of difficulty did you have when requesting a transcript today?	There were technical difficulties with the application	D6	Radio button, one-up vertical	Y	Skip logic	Transcript difficulties
			The information entered didn’t match IRS records	D6
			Received a registration error	D6
			Tax year needed wasn't available	D6
			Transcript type needed wasn't available	D6
			The system/application was down	D6
			Session expired too early	D6
			There is an ID Theft Condition put on the account	D6
			Unable to submit request/order transcript	D6
			Other	D6
MHM6185Q034	D6	Please specify any other difficulties you had when requesting a transcript today or you may give more details about the type you chose above.			Text area, no char limit	N	Skip logic	Transcript Other difficulties
MHM6185Q035	D7	What could the IRS do to make the Get Transcript application better in the future?			Text area, no char limit	N	Skip logic	Improve transcript
MHM6185Q036	E1	What were you trying to accomplish with regard to forms, publications, or instructions?	Download current year tax forms		Checkbox, one-up vertical	Y	Skip logic	Forms accomplish
			Download prior year tax forms
			Print current year tax forms
			Print prior year tax forms
			Better understand tax rules and procedures	E2
			Order tax forms
			e-file my forms
			Find examples of completed forms
			Other	E2
MHM6185Q037	E2	Please specify:			Text area, no char limit	N	Skip logic	Forms Other accomplish
MHM6185Q038	W	To what extent were you able to complete the task(s)?	I was able to complete all my task(s)		Radio button, one-up vertical	Y	Skip logic	Task accomplishment
			I was able to complete most of my task(s)
			I was able to complete some of my task(s)	X
			I was unable to complete any of my task(s)	X
MHM6185Q039	X	If not, what prevented you?			Text area, no char limit	N	Skip logic	Prevented task
MHM6185Q040		How did you look for information on IRS.gov today?	IRS.gov website search	A,C	Checkbox, one-up vertical	Y	Skip logic	Method
			Advanced search	A,C
			Forms and publications area	A,C
			Site navigation	D
			Links on a page	D
			Internet search engine (Google, MSN Search, Yahoo! Search, etc.)	A,C
MHM6185Q041	A	How was your search experience today?	Search delivered the expected results		Checkbox, one-up vertical	Y	Skip logic	Search diff
			Top recommendations were helpful
			Too many results returned
			No results returned
			Results irrelevant to search terms
			Unsure of search terms to use
			Other	B
MHM6185Q042	B	Please specify:			Text area, no char limit	N	Skip logic	Other search diff
MHM6185Q043	C	What specific search term(s) did you use to find information on IRS.gov?			Text area, no char limit	N	Skip logic	Search terms
MHM6185Q044	D	How easily were you able to navigate the website to find what you needed?	Navigation worked as expected		Checkbox, one-up vertical	Y	Skip logic	Navigation diff
			Navigation terms were intuitive/easy to follow
			First-level navigation was intuitive, but subsequent levels were less intuitive
			Expected links were not present on Web pages
			Links did not take me where I expected
			Navigating through site and determining location on site was difficult
			Encountered technical difficulties (links didn't work, received error messages, etc.)
			Other	E
MHM6185Q045	E	Please specify:			Text area, no char limit	N	Skip logic	Other nav diff
MHM6185Q046		What could we do to make our website better?			Text area, no char limit	N		Improvement
MHM6185Q047		Which of the following devices would you consider using to visit IRS.gov?	Desktop or Laptop Computer		Checkbox, one-up vertical	Y		Access preference
			Mobile phone
			Tablet
			No preference