2025-2028 IRS Customer Satisfaction Surveys

OMB# 1545-2250

IRS Customer Experience Survey
Innocent Spouse
In an effort to improve its services to the public, the IRS is seeking the opinions of taxpayers who have been through
the Innocent Spouse claim process at the IRS. 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 the processing of your Innocent Spouse relief request, regardless of whether you agreed or disagreed with
the final outcome, please mark the option that best represents your experiences throughout the claim process.
Very
Dissatisfied

Somewhat
Dissatisfied

Neither
Satisfied Nor
Dissatisfied

Somewhat
Satisfied

Very
Satisfied

a. Overall, the way the IRS handled your Innocent Spouse
claim

{

{

{

{

{

b. Ease of understanding the initial IRS letter explaining the
Innocent Spouse claim process

{

{

{

{

{

{

c. How clearly the IRS explained what documents you
needed to send to support your Innocent Spouse claim

{

{

{

{

{

{

d. IRS employees’ knowledge about the Innocent Spouse
claim process

{

{

{

{

{

{

e. How well the IRS kept you informed of the status of your
Innocent Spouse claim

{

{

{

{

{

{

{

{

{

{

{

{

g. How well the IRS explained the result of your Innocent
Spouse claim

{

{

{

{

{

{

h. The length of the Innocent Spouse claim process from
start to finish

{

{

{

{

{

{

Please rate your satisfaction with the following:

f.

Y

T

The consistency of information provided to you during the
Innocent Spouse claim 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 Innocent Spouse claim 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

T

[

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

\

During the claim process, 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

Fax Æ __________ Times

When you first submitted your Innocent Spouse claim, how many months did you expect it would take?
______ Months

Please continue on back
Form 13423 (Rev. 2-2023)

Catalog Number 36121A

www.irs.gov

Department of the Treasury–Internal Revenue Service

^

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

_

Strongly
Disagree

Disagree

Neutral

Agree

Strongly
Agree

T

T

T

T

T

a. I received an adequate description of the claim process

{

{

{

{

{

{

b. My experience reflected the described claim process

{

{

{

{

{

{

{

{

{

{

{

{

{

{

{

{

{

{

How much do you agree with the following statements?

c.

I had the opportunity to provide information important to
my case

d. I was treated with respect during the claim process

`

Not
Applicable

T

Overall, how well did the IRS meet your expectations while handling your Innocent Spouse claim?
{ 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 request for Innocent Spouse Relief? (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

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 throughout the Innocent Spouse claim process.
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 13423 (Rev. 2-2023)

Catalog Number 36121A

www.irs.gov

Department of the Treasury–Internal Revenue Service