PCG Wraps Up Two Major IRS Studies
Palo Alto, CA—January 2008—PCG is starting the new year by publishing the results of two key Customer Satisfaction Surveys that survey taxpayers from two major divisions of the IRS—individual taxpayers (W&I) and small business/self-employed taxpayers (SB/SE). This is the third year PCG has been managing these two surveys.
The W&I Market Segment Study surveys all individual taxpayers who filed a tax return for the 2006 tax year. This study helps W&I gain insight into the needs, opinions, and behaviors of their overall taxpayer market, specifically how their customers use IRS services, how to improve the efficiency and effectiveness of service delivery, and how to prioritize strategies for improving both customer satisfaction and IRS services. Findings from this study provide information to support efforts from the IRS’s Taxpayer Assistance Blueprint strategy.
The SB/SE Customer Base survey, completed in December 2007, gives the IRS the opportunity to hear from its taxpayer base on a broad range of customer service issues. The survey is based upon a sample of SB/SE taxpayers who have filed a tax return. The research is designed to help SB/SE understand who their taxpayers are, recognize how customers are contacting the IRS and their success with different methods, develop new strategies for improving the taxpayers’ satisfaction, and develop new strategies to address the Tax Gap in support of SB/SE’s current goals.
For both studies, PCG addresses the specific needs and behaviors of different groups of taxpayers; calculates service demand; measures customer satisfaction on individual taxpayer experiences with IRS services; provides taxpayer feedback on IRS services; and identifies specific recommendations to help increase customer satisfaction and lower the cost of service delivery.
About Pacific Consulting Group
Pacific Consulting Group (PCG) is a management consulting firm specializing in helping organizations improve their customers' and employees' experience and satisfaction. PCG's flagship service is the proprietary Net Impression® process, which integrates measurement and action into a strategic approach that perpetuates change. PCG's services include designing customer/employee assessment strategies, conducting qualitative research, designing and administering surveys, analyzing and prioritizing improvement targets, and action planning to turn market research into successful innovations that improve the customer/employee experience and business results.