2004 Taxpayer Survey

VOLUNTEER INCOME TAX ASSISTANCE

YEAR 2004 TAXPAYER SATISFACTION SURVEY

140 taxpayers completed the survey (139 answered the first 3 questions, 137 answered the 4^th question, 140 answered questions 5 through 8, and 136 answered the last question).

On a scale of 1 – 5 (1 = very dissatisfied, 5 = very satisfied), rate the following items:

	ITEM	1	2	3	4	5	N/A	Wghtd. Avg.
1	Convenience of hours.			2.1%	16.6%	81.3%		4.79
2	Convenience of location.			1.4%	16.6%	81.3%	.7%	4.77
3	Amount of time you had to wait.		1.4%	10.1%	20.1%	68.4%		4.56
4	Privacy during your meeting.			6.6%	23.4%	70.0%		4.63
5	Ability of the person to provide the assistance needed.		.7%	1.4%	12.9%	84.3%	.7%	4.79
6	Courtesy of the person who helped you.				2.9%	96.4%	.7%	4.94
7	Explanation of what you need to do next.				7.1%	90.0%	2.9%	4.78
8	Overall satisfaction with service (considering all items).				10.7%	88.6%	.7%	4.86
9	Overall quality of service you received today.				9.6%	89.7%	.7%	4.87

Other:

Would you use this service again? 100% answered “yes.”
Would you recommend this service to a friend needing tax assistance? 100% answered “yes.”
How did you find out about this site?

30% - word of mouth

28% - newspaper

14% - other

11% - poster

11% - TV/radio

6% - IRS

Open-ended comments:

Longer hours – earlier day hours.
Did a good job.
Students are great. Faculty advisor most helpful.
Excellent service.
Great service. Thank you.
Open a vita site around Galesburg, IL, Knox County.
I think you people do a great service. Thank you.
Again, Thanks! You were very helpful, kind, and friendly. It was a very good experience.
Very good service.
Keep up the good work and keep doing it every year. Thanks.
I thought it was excellent!!
More days through week. Very convenient. Live close to college.
Did a great job. Thanks. JoAnn Young.
Very helpful.
Thank you so much! I do appreciate all the help that you gave me!

FACULTY COMMENT CONCERNING THE ABOVE SURVEY RESULTS:

The two items that continue to be of concern deal with waiting time and privacy. The constraints for both these items are equipment and suitability of space. Waiting time actually worsened over last year although we received another laptop. However, the program also grew by 55%. Privacy percentages improved over last year. With the new laptop, we were able to spread out the taxpayers in the room better. However, two laptops still share a printer.