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IRS Gets High Marks in Customer Satisfaction Survey WASHINGTON, Dec. 21, 2001 It seems the drastic overhaul of the Internal Revenue Service is paying off for the agency and American taxpayers. A recently released government-wide survey, the 2001 American Customer Satisfaction Index, indicates improved customer satisfaction among individual taxpayers. The IRS posted an 11 percent increase in satisfaction among individual tax filers since 2000 and 22 percent since 1999. The high satisfaction rate is attributed to the electronic filers' satisfaction with the e-file process. It was the third year in a row that taxpayers using IRS e-file expressed increased satisfaction. "The satifaction with IRS e-file won't surprise any taxpayer who has used it," stated Charles Rossotti, IRS commissioner. "When they try it, they like it. It is fast, accurate and dependable." According to the IRS, over 30 percent of the 130.5 million individual tax returns processed in the 2001 filing season were filed electroncially. (A majority of those returns processed through e-filing were filed through tax professionals.) The IRS expects e-filing to continue to increase in the 2002 filing season. "The survey is just one more indication that the IRS reorganization and its emphasis on customer service are paying off," said IRS commissioner Charles Rossotti. He admitted the IRS has "more work to do."
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