[Code of Federal Regulations]
[Title 26, Volume 20]
[Revised as of April 1, 2004]
From the U.S. Government Printing Office via GPO Access
[CITE: 26CFR801.4]

[Page 161]
 
                       TITLE 26--INTERNAL REVENUE
 
    CHAPTER I--INTERNAL REVENUE SERVICE, DEPARTMENT OF THE TREASURY 
                               (CONTINUED)
 
PART 801_BALANCED SYSTEM FOR MEASURING ORGANIZATIONAL AND EMPLOYEE PERFORMANCE 
WITHIN THE INTERNAL REVENUE SERVICE--Table of Contents
 
Sec. 801.4  Customer satisfaction measures.

    The customer satisfaction goals and accomplishments of operating 
units within the Internal Revenue Service will be determined on the 
basis of information gathered via various methods. For example, 
questionnaires, surveys and other types of information gathering 
mechanisms may be employed to gather data regarding customer 
satisfaction. Information to measure customer satisfaction for a 
particular work unit will be gathered from a statistically valid sample 
of the customers served by that operating unit and will be used to 
measure, among other things, whether those customers believe that they 
received courteous, timely and professional treatment by the Internal 
Revenue Service personnel with whom they dealt. Customers will be 
permitted to provide information requested for these purposes under 
conditions that guarantee them anonymity. For purposes of this section, 
customers may include individual taxpayers, organizational units or 
employees within Internal Revenue Service and external groups affected 
by the services performed by the Internal Revenue Service operating 
unit.