EMPLOYEE STUDY
The Challenge: Integrating Customer & Employee Research 
Over time, the Large and Mid-Size Business (LMSB) Division saw significant discrepancies between customer satisfaction results and IRS auditor (agent) perspectives. In trying to understand the disparity between customers and agents, PCG was asked to gather the agents' perspectives of audits. The challenge was how to gather and present the information in a way that allowed for true comparability.
PCG's Approach
Using our proprietary Net Impression® process, PCG designed an agent study that was comprised only of auditors of taxpayers who had completed a customer satisfaction study. This allowed for a one-to-one matching of the same cases for comparison. We analyzed the data from the online agent survey, comparing agent and customer responses to the same questions, and applied a wide range of analysis techniques. The survey revealed some surprising findings that would not have been captured through a less integrated research design. The study provided key insights for the IRS and highlighted areas of focus within the LMSB organization. Subsequently, the IRS has conducted a benchmarking study of a particular business issue that drives agent satisfaction, and PCG has conducted follow-up qualitative research to delve into these issues, which are highly correlated with both agent and customer satisfaction.
Results
- The IRS has increased insights into specific areas that were causing productivity issues with audits.
- The IRS has developed the CAP (Compliance Assurance Process) audit program that emphasizes positive business relationships for enhancing satisfaction with the audit process.
- The IRS has created a set of guidelines to streamline the information document request process. A well-prepared information document request process accelerates the overall audit cycle.
- The IRS has increased training of specialists that work on LMSB cases to improve overall satisfaction.