4158_Digital Intercept Survey_v2_Clean

SURVEY – DIGITAL INTERCEPT

OMB Number (1530-0023)

PAPERWORK REDUCTION ACT NOTICE

Public reporting burden for this collection of information is estimated to average four minutes per response. An agency may not conduct or sponsor, and a person is not required to respond to, a collection of information unless it displays a valid OMB control number. Send comments regarding this burden estimate or any other aspect of this collection of information to the Department of Treasury, Bureau of the Fiscal Service, Forms Management Officer, Parkersburg, WV 26106-1328.

EFTPS.gov URL: https://www.eftps.gov/eftps/direct/EftpsHome.page

DIGITAL INTERCEPT QUESTIONS

Q1 Please rate your overall experience with the EFTPS website today.

Poor									Excellent
1	2	3	4	5	6	7	8	9	10

Q3 IF RATING OF 1-8 AT Q1: What can we do to make the EFTPS website experience better? / IF RATING OF 9-10 AT Q1: Tell us what you liked about your EFTPS website experience?

(ALLOW NO COMMENT)

Example language keeping PII out of the open end:

Please do not include sensitive information, such as taxpayer ID, social security number, PIN, or password in your response. The security and confidentiality of your personal information is important to us.

Q2 What is the primary reason for visiting the EFTPS website today?

1 New enrollment

2 FAQs

3 Glossary

4 Make a tax payment

5 Cancel a tax payment

6 Change/Add financial institution

7 Update contact information

8 Check payment history

9 Find contact information

10 Other (Please specify)

Q3 Were you able to complete your primary task on the EFTPS website today?

Yes

No

Q4 Did you experience any of the following on the EFTPS website today?

1 Unable to complete a task

2 Information was unclear/not helpful

3 I could not find what I was looking for

4 I received an error message/my session timed out

5 Issue with logging in to my account

6 Other (Please Specify)

7 I did not experience an issue (SINGLE-SELECT)

Q5 Have you visited the EFTPS website before?

Yes, I have visited before

No, this is my first visit

Q6 How likely are you to call customer service support after your visit today?

0 1 2 3 4 5 6 7 8 9 10

Not at all Likely Extremely Likely

Possible Additional Questions From Current Survey

Q7 How likely are you to use this site as your primary resource for paying your taxes?

0 1 2 3 4 5 6 7 8 9 10

Not at all Likely Extremely Likely

Q8 What best describes your role in visiting the EFTPS website today?

1 Owner or employee of a business with 2-10 employees

2 Owner or employee of a business with 11-25 employees

3 Owner or employee of a business with 26 or more employees

4 Third party (tax professional, attorney, financial institution or other agent) making payments for 1-5 clients

5 Third party (tax professional, attorney, financial institution or other agent) making payments for 5-25 clients

6 Third party (tax professional, attorney, financial institution or other agent) making payments for 26 or more clients

7 Sole proprietor

8 Individual

9 Other

10 What sections of the site did you visit today?

1 Homepage

2 How to Use EFTPS

3 FAQ's

4 Help & Information

5 What's New

6 Login

7 A section not listed here

CONTACT INFORMATION FOR CLOSED LOOP

(IF OPEN ENDS INCLUDE THE WORDS “CALL ME” OR “CONTACT ME,” CONTINUE; OTHERWISE SKIP TO CLOSING) (OE’s = Q3) – Will be customized based on survey responses

CIQ1 If you would like someone from the U.S. Department of the Treasury to contact you, please provide the information below:

QNAME Name (optional):

QEMAIL E-mail Address (optional):

QPHONE Telephone Number (optional):

(Please do not include spaces or dashes) (SHOW THIS)

(INCLUDE CHECK BOX FOR “I do not wish to be contacted”)

Example language for recontacting taxpayers:

Thank you for providing your contact information. We apologize that you are having an issue and will have someone contact you within 48-72 business hours. If you need immediate assistance, please call xxxxxxxxxx.

CLOSING

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