1090-0008 Survey Mapping Document (IRS) IA 30689 A5

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Overview

ACH
Mobile
Online Account
SP Mobile
SP Desktop
TDC Secure Messaging
IRS Main

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Sheet 1: ACH

Survey:	IRS
IA#:	30689 Amend 5
Date:	1/14/2019
SURVEY TYPE:	Relationship (tab 4)
Survey Q#	Type#	Type Topic
1	Standard	Site Information - Thoroughness
2	Standard	Site Information - Understandable
3	Standard	Site Information - Answers
4	Standard	Site Performance - Loading
5	Standard	Site Performance - Consistency
6	Standard	Site Performance - Errors
7	Standard	Navigation - Organized
8	Standard	Navigation - Options
9	Standard	Navigation - Layout
10	Standard	Look and Feel - Appeal
11	Standard	Look and Feel - Balance
12	Standard	Look and Feel - Readability
13	Standard	Tasks/Transactions - Simplicity
14	Standard	Tasks/Transactions - Instructions
15	Standard	Tasks/Transactions - Verification
16	Standard	Sat - Overall
17	Standard	Sat - Expectations
18	Standard	Sat - Ideal
19	Standard	Recommend
20	Standard	Return
21	Custom	First time
22	Custom	Features
23	Custom	Other features
24	Custom	Alternate method
25	Custom	Methods
26	Custom	Preferred payment
27	Custom	Reason
28	Custom	Other reason
29	Custom	Ease of transaction
30	Custom	Incomplete transaction
31	Custom	Difficult transaction
32	Custom	Additional services
33	Custom	Other service
34	Custom	Improvement
35	Custom	Access preference
36	Custom	Customer service
37	Custom	Age
38	Custom	Gender
39	Custom	Income

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Sheet 2: Mobile

Survey:	IRS
IA#:	30689 Amend 5
Date:	1/14/2019
SURVEY TYPE:	Relationship (tab 4)
Survey Q#	Type#	Type Topic
1	Standard	Look and Feel - Appeal
2	Standard	Look and Feel - Balance
3	Standard	Look and Feel - Readability
4	Standard	Site Performance - Loading
5	Standard	Site Performance - Consistency
6	Standard	Site Performance - Completeness
7	Standard	Navigation - Organized
8	Standard	Navigation - Options
9	Standard	Navigation - Layout
10	Standard	Information Browsing - Sort
11	Standard	Information Browsing - Narrow
12	Standard	Information Browsing - Features
13	Standard	Site Information - Thoroughness
14	Standard	Site Information - Understandable
15	Standard	Site Information - Answers
16	Standard	Satisfaction - Overall
17	Standard	Satisfaction - Expectations
18	Standard	Satisfaction - Ideal
19	Standard	Return
20	Standard	Recommend
21	Custom	Frequency
22	Custom	Role
23	Custom	Other role
24	Custom	Reason
25	Custom	Other reason
26	Custom	Tax Info Found info
27	Custom	Tax Info Difficulties
28	Custom	Task accomplishment
29	Custom	Prevented task
30	Custom	Improvement
31	Custom	Access preference

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Sheet 3: Online Account

Survey:	IRS
IA#:	30689 Amend 5
Date:	1/14/2019
SURVEY TYPE:	Relationship (tab 4)
Survey Q#	Type#	Type Topic
1	Standard	Satisfaction - Overall
2	Standard	Satisfaction - Expectations
3	Standard	Satisfaction - Ideal
4	Custom	Experience
5	Custom	Got Right
6	Custom	OE Got Right
7	Custom	Be Better
8	Custom	OE Be Better
9	Custom	Balance
10	Custom	Improve

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Sheet 4: SP Mobile

Survey:	IRS
IA#:	30689 Amend 5
Date:	1/14/2019
SURVEY TYPE:	Relationship (tab 4)
Survey Q#	Type#	Type Topic
1	Standard	Look and Feel - Appeal
2	Standard	Look and Feel - Balance
3	Standard	Look and Feel - Readability
4	Standard	Site Performance - Loading
5	Standard	Site Performance - Consistency
6	Standard	Site Performance - Completeness
7	Standard	Navigation - Organized
8	Standard	Navigation - Options
9	Standard	Navigation - Layout
10	Standard	Information Browsing - Sort
11	Standard	Information Browsing - Narrow
12	Standard	Information Browsing - Features
13	Standard	Site Information - Thoroughness
14	Standard	Site Information - Understandable
15	Standard	Site Information - Answers
16	Standard	Satisfaction - Overall
17	Standard	Satisfaction - Expectations
18	Standard	Satisfaction - Ideal
19	Standard	Return
20	Standard	Recommend
21	Custom	Frequency
22	Custom	Role
23	Custom	Other role
24	Custom	Reason
25	Custom	Other reason
26	Custom	Tax Info Found info
27	Custom	Tax Info Difficulties
28	Custom	Task accomplishment
29	Custom	Prevented task
30	Custom	Improvement
31	Custom	Access preference

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Sheet 5: SP Desktop

Survey:	IRS
IA#:	30689 Amend 5
Date:	1/14/2019
SURVEY TYPE:	Relationship (tab 4)
Survey Q#	Type#	Type Topic
1	Standard	Look and Feel - Appeal
2	Standard	Look and Feel - Balance
3	Standard	Look and Feel - Readability
4	Standard	Site Performance - Loading
5	Standard	Site Performance - Consistency
6	Standard	Site Performance - Completeness
7	Standard	Navigation - Organized
8	Standard	Navigation - Options
9	Standard	Navigation - Layout
10	Standard	Information Browsing - Sort
11	Standard	Information Browsing - Narrow
12	Standard	Information Browsing - Features
13	Standard	Site Information - Thoroughness
14	Standard	Site Information - Understandable
15	Standard	Site Information - Answers
16	Standard	Satisfaction - Overall
17	Standard	Satisfaction - Expectations
18	Standard	Satisfaction - Ideal
19	Standard	Return
20	Standard	Recommend
21	Standard	Primary Resource
22	Custom	Frequency
23	Custom	Role
24	Custom	Other role
25	Custom	Individual taxpayer
26	Custom	Other taxpayer
27	Custom	Reason
28	Custom	Other reason
29	Custom	Tax Info Found info
30	Custom	Tax Info Difficulties
31	Custom	Tax Info Confusion
32	Custom	Payments
33	Custom	Payments Info Type
34	Custom	Payments Other info type
35	Custom	Other payments
36	Custom	Payment Type
37	Custom	Payments Other type
38	Custom	Payments Agreement type
39	Custom	Payments Accomplish task
40	Custom	Payments Prevented task
41	Custom	Payments Find info
42	Custom	Payments No info found
43	Custom	Refund
44	Custom	Other refund
45	Custom	Refund Ease of use
46	Custom	Refund Difficult use
47	Custom	Refund Sufficient info
48	Custom	Improve refund
49	Custom	Refund Other ways
50	Custom	Refund # times used
51	Custom	Refund Find info
52	Custom	Refund No info found
53	Custom	Amended return
54	Custom	Other amended  return
55	Custom	Amended return Find info
56	Custom	Amended return No info found
57	Custom	Transcript Reason
58	Custom	Transcript Other reason
59	Custom	Transcript types
60	Custom	Transcript Encounter difficulty
61	Custom	Transcript difficulties
62	Custom	Transcript Other difficulties
63	Custom	Improve transcript
64	Custom	Forms accomplish
65	Custom	Forms Other accomplish
66	Custom	Task accomplishment
67	Custom	Prevented task
68	Custom	Method
69	Custom	Search diff
70	Custom	Other search diff
71	Custom	Search terms
72	Custom	Navigation diff
73	Custom	Other nav diff
74	Custom	Improvement
75	Custom	Access preference

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Sheet 6: TDC Secure Messaging

Survey:	IRS
IA#:	30689 Amend 5
Date:	1/14/2019
SURVEY TYPE:	Relationship (tab 4)
Survey Q#	Type#	Type Topic
1	Standard	Satisfaction - Overall
2	Standard	Satisfaction - Expectations
3	Standard	Satisfaction - Ideal
4	Standard	Likelihood To Use Again
5	Custom	Role
6	Custom	Previous Audit by Mail
7	Custom	Mail vs Secure Msg
8	Custom	Rate Overall Audit
9	Custom	Rate Status
10	Custom	Rate Length
11	Custom	Agree With Outcome
12	Custom	Influenced Decision To Use
13	Custom	Rate Signup
14	Custom	Rate Ease of Communication
15	Custom	Methods of Communication
16	Custom	Reason Other Comms
17	Custom	Reason Other Comms OE
18	Custom	Rate Submitting Docs
19	Custom	Suggestions OE

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Sheet 7: IRS Main

Survey:	IRS
IA#:	30689 Amend 5
Date:	1/14/2019
SURVEY TYPE:	Relationship (tab 4)
Survey Q#	Type#	Type Topic
1	Standard	Look and Feel - Appeal
2	Standard	Look and Feel - Balance
3	Standard	Look and Feel - Readability
4	Standard	Site Performance - Loading
5	Standard	Site Performance - Consistency
6	Standard	Site Performance - Completeness
7	Standard	Navigation - Organized
8	Standard	Navigation - Options
9	Standard	Navigation - Layout
10	Standard	Information Browsing - Sort
11	Standard	Information Browsing - Narrow
12	Standard	Information Browsing - Features
13	Standard	Site Information - Thoroughness
14	Standard	Site Information - Understandable
15	Standard	Site Information - Answers
16	Standard	Satisfaction - Overall
17	Standard	Satisfaction - Expectations
18	Standard	Satisfaction - Ideal
19	Standard	Return
20	Standard	Recommend
21	Standard	Primary Resource
22	Custom	Frequency
23	Custom	Role
24	Custom	Other role
25	Custom	Individual taxpayer
26	Custom	Other taxpayer
27	Custom	OE_Other Primary
28	Custom	Penalties
29	Custom	ID Number
30	Custom	Reason
31	Custom	Other reason
32	Custom	Tax Info Found info
33	Custom	Tax Info Difficulties
34	Custom	Tax Info Confusion
35	Custom	Payments
36	Custom	Payments Info Type
37	Custom	Payments Other info type
38	Custom	Other payments
39	Custom	Payment Type
40	Custom	Payments Other type
41	Custom	Payments Agreement type
42	Custom	Payments Accomplish task
43	Custom	Payments Prevented task
44	Custom	Payments Find info
45	Custom	Payments No info found
46	Custom	Refund
47	Custom	Other refund
48	Custom	Refund Ease of use
49	Custom	Refund Difficult use
50	Custom	Refund Sufficient info
51	Custom	Improve refund
52	Custom	Refund Other ways
53	Custom	Refund # times used
54	Custom	Refund Find info
55	Custom	Refund No info found
56	Custom	Amended return
57	Custom	Other amended return
58	Custom	Amended return Find info
59	Custom	Amended return No info found
60	Custom	Transcript Reason
61	Custom	Transcript Other reason
62	Custom	Transcript types
63	Custom	Transcript Encounter difficulty
64	Custom	Transcript difficulties
65	Custom	Transcript Other difficulties
66	Custom	Improve transcript
67	Custom	Forms accomplish
68	Custom	Forms Other accomplish
69	Custom	Task accomplishment
70	Custom	Prevented task
71	Custom	Penalties
72	Custom	Penalties Other reason
73	Custom	Penalties Find info
74	Custom	Unclear penalties
75	Custom	Penalties difficulty
76	Custom	Penalties Accomplish task
77	Custom	Penalties Prevented task
78	Custom	Method
79	Custom	Search diff
80	Custom	Other search diff
81	Custom	Search terms
82	Custom	Navigation diff
83	Custom	Other nav diff
84	Custom	Improvement
85	Custom	Access preference