2025-2028 IRS Customer Satisfaction Surveys

OMB# 1545-2250

IRS Customer Experience Survey
Automated Underreporter (AUR)

In an effort to improve its services to the public, the IRS is seeking the opinions of taxpayers who received a notice from
the IRS pointing out a possible discrepancy on their tax return. Please assist us by completing this brief voluntary
survey, which should take less than 5 minutes of your time. Fors Marsh will keep your identity private to the extent permitted by law. If you have any questions about this survey, you may call the Survey Helpline at 1-800-521-7177.

X

Thinking of your experience with the process of resolving this possible discrepancy with the IRS, regardless of whether
you agreed or disagreed with the final outcome, please mark the option that best represents your experiences throughout
the resolution process.
Very
Dissatisfied

Somewhat
Dissatisfied

Neither
Satisfied Nor
Dissatisfied

Somewhat
Satisfied

Very
Satisfied

a. Overall, the way the IRS handled your possible discrepancy

{

{

{

{

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b. How well the initial IRS letter explained what the possible
discrepancies were on your tax return

{

{

{

{

{

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c. How clearly the initial IRS letter explained what documents
you needed to send to the IRS

{

{

{

{

{

{

d. How well the IRS letter explained why we did (or did not)
accept your documents/explanation

{

{

{

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{

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g. How well the final IRS letter explained the resolution of your
case

{

{

{

{

{

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h. The length of the process to resolve your possible
discrepancy from when you were notified until it was resolved

{

{

{

{

{

{

Please rate your satisfaction with the following:

T

e. How well the IRS kept you informed of the status of your case
f.

Y

The consistency of information provided to you by the
IRS throughout the process

T

T

T

T

Not
Applicable

T

If you answered “Very Dissatisfied” or “Somewhat Dissatisfied” to any of the above questions, can you describe what
caused you to feel that way?
____________________________________________________________________________________________________
____________________________________________________________________________________________________
____________________________________________________________________________________________________

Z

Did you call the IRS about your possible discrepancy using a telephone number listed on any of the letters?
{ Yes (continue to 4)
{ No (skip to 5)
{ Don’t recall (skip to 5)
Very
Dissatisfied

Somewhat
Dissatisfied

Neither
Satisfied Nor
Dissatisfied

Somewhat
Satisfied

Very
Satisfied

Not
Applicable

{

{

{

{

{

{

T

T

T

T

T

[

Regardless of the outcome of your case, how satisfied were
you with the service you received on these calls?

\

During the process to resolve your possible discrepancy, approximately how many times did you contact the IRS?
(Please enter zero if you did not contact the IRS by this method.)
Mail Æ __________ Times

]

Telephone Æ __________ Times

T

Fax Æ __________ Times

When you were first notified of the possible discrepancy, how many months did you expect it would to take to resolve?
______ Months

^

Was the actual amount of time…?
{ Shorter than you expected
{ About equal to your expectations
{ Longer than you expected

Form 14384 (Rev. 2-2023)

Catalog Number 59425R

Please continue on back
www.irs.gov

Department of the Treasury–Internal Revenue Service

_

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Strongly
Disagree

Disagree

Neutral

Agree

Strongly
Agree

T

T

T

T

T

a. I received an adequate description of the process to
resolve my possible discrepancy

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b. My experience reflected the described process

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c. I had the opportunity to provide information important
to my case

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d. I was treated with respect during the process

{

{

{

{

{

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How much do you agree with the following statements?

Not
Applicable

T

Overall, how well did the IRS meet your expectations while handling the possible discrepancy?
{ Much better than expected
{ Better than expected
{ As expected
{ Worse than expected
{ Much worse than expected
If you answered “Worse than expected” or “Much worse than expected” to the above question,
can you describe what caused you to feel that way?
_________________________________________________________________________________________________
_________________________________________________________________________________________________

a




Who prepared your taxes? (Mark only one.)
{ You

{ IRS service representative at an IRS office

{ Professional tax preparer

{ Volunteer (at a volunteer tax preparation location)

{ Friend or relative

{ Other

Who was involved in resolving this discrepancy?
a. A tax professional assisted me

{ Yes

{ No

b. I represented myself

{ Yes

{ No

Are you...
{ The taxpayer



{A tax professional who represented the taxpayer

{Someone else who assisted the taxpayer

The IRS continually looks for ways to improve its service to taxpayers who have received a notice pointing out a possible
discrepancy on their tax return. Please use this space to provide your comments or suggestions for improvement. We
welcome your feedback.
____________________________________________________________________________________________________
____________________________________________________________________________________________________

Â

Occasionally, the IRS conducts additional in-depth research on tax-related issues. Research participants may receive a
small monetary incentive to participate depending on the research. If you are interested in participating in future research,
please provide us with your telephone number and e-mail address (if available). This information will not be shared
with the IRS and will be used only for the purpose of this research.
Telephone number: ( __ __ __ ) __ __ __ - __ __ __ __

E-mail address: _______________________________________

If you have been unable to resolve any specific problems with your tax matter through the normal IRS channels, or now face a significant hardship
due to the application of the tax law, we encourage you to contact the Taxpayer Advocate Service at 1-877-777-4778.
Paperwork Reduction Act Notice
The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests.
The OMB Control Number for this study is 1545-2250. Also, if you have any comments regarding the time estimates associated
with this study or suggestions on making this process simpler, please write to the, Internal Revenue Service, Special Services Section,
SE:W:CAR:MP:T:M:S, Room 6129, 1111 Constitution Ave. NW, Washington, DC 20224.
Thank you for completing the survey.
Please return this survey to Fors Marsh, PO Box 5703, Hopkins, MN 55343-5703

Form 14384 (Rev. 2-2023)

Catalog Number 59425R

www.irs.gov

Department of the Treasury–Internal Revenue Service