Customer Satisfaction Survey Results Are Not Used Effectively to Improve Taxpayer Services

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Date Issued

Wednesday, September 18, 2024

Submitting OIG

Treasury Inspector General for Tax Administration

Other Participating OIGs

Treasury Inspector General for Tax Administration

Agencies Reviewed/Investigated

Internal Revenue Service

Report Number

2024-100-053

Report Type

Audit

Agency Wide

Yes

Number of Recommendations

Questioned Costs

Funds for Better Use

Open Recommendations

This report has 7 open recommendations.

Recommendation Number	Significant Recommendation	Recommended Questioned Costs	Recommended Funds for Better Use
1	No	$0	$0
The Chief Taxpayer Experience Officer should oversee all customer satisfaction surveys to help ensure that the IRS follows existing Federal guidance for tracking survey feedback.
2	No	$0	$0
The Chief Taxpayer Experience Officer should collaborate with division management to ensure that the concerns raised by the survey results are: 1) shared Service-wide; 2) considered in system and process improvements; and 3) evaluated to determine the effects of the improvements on the customer experience, including customer satisfaction.
3	No	$0	$0
The Chief Taxpayer Experience Officer should coordinate with division management to administer surveys on consistent delivery and reporting schedules throughout the IRS, when applicable.
4	No	$0	$0
The Chief Taxpayer Experience Officer should coordinate with division management to monitor and improve survey quality to reduce nonresponse bias as well as ensure that taxpayers have access to customer satisfaction surveys.
5	No	$0	$0
The Commissioner, TE/GE Division, should assess evolving technologies and customer preferences for survey delivery.
6	No	$0	$0
The Chief Taxpayer Experience Officer should collaborate with division management to develop and track customer satisfaction survey goals to reflect the priorities outlined in the Balanced Performance Measurement System.
7	No	$0	$0
The Chief Taxpayer Experience Officer should coordinate with division management to establish an enterprise-wide approach to provide an easy, direct way for taxpayers to alert management about unprofessional IRS employee behavior.