Appendix I: Touchpoints Survey Results

The Direct File Touchpoints Survey was an optional survey administered to taxpayers after

submitting or resubmitting a Direct File return. The survey was built using GSA’s Touchpoints

customer experience feedback solution. The questions were developed internally and

administered in English and Spanish. The survey was available from March 19th, 2024, 1:30

PM EDT to April 21 ^st, 2024, 6:00 AM EDT. There were 13 optional questions: 4 multiple choice, 4 open-ended, and 5 Likert scale.

The full survey yielded about 15,082 responses, 98% from the English respondents and 2%

from the Spanish respondents. The response rate was 13%. This appendix presents results

from nine questions, excluding open-ended responses.

Please rate your overall experience using Direct File.

count percent

On a scale from 0 to 10, how likely are you to recommend Direct File to a friend or

family member?

count percent

45

My experience with Direct File increased my trust in the IRS.

count percent

Describe your experience verifying your identity using a selfie and facial recognition.

count percent

Describe your experience verifying your identity chatting with a live video agent.

count percent

46

How did you prepare your federal income tax return last year?

count percent

How did this experience compare to your filing experience last year?

count percent

What type of device did you use to access Direct File?

count percent

47

Please rate your experience contacting Direct File customer support for assistance.

count percent

48