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Activity Number: 456
Type: Topic Contributed
Date/Time: Wednesday, August 9, 2006 : 2:00 PM to 3:50 PM
Sponsor: Section on Government Statistics
Abstract - #305895
Title: Customer Satisfaction Initiatives at IRS's Statistics of Income: Using Surveys To Improve Customer Service
Author(s): Ruth Schwartz*+ and Beth Kilss
Companies: Internal Revenue Service and Internal Revenue Service
Address: P.O. Box 2608, Washington, DC, 20013,
Keywords: customer satisfaction ; survey results
Abstract:

IRS's Statistics of Income (SOI) Division conducts statistical studies on the operations of tax laws and publishes annual reports, including the quarterly "SOI Bulletin," which includes statistics produced from tax and information returns. As part of its commitment to deliver quality customer service, SOI's Statistical Information Services (SIS) office responds to thousands of data and information requests annually by providing SOI data with technical assistance. To ensure customer needs are being met through the SIS office and its flagship publication, SOI has been measuring customer satisfaction for both via customer satisfaction surveys. This paper focuses on three aspects of these surveys: the process by which customers were surveyed, the findings from the surveys, and the steps being taken to use the results to further improve products and services.

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