Department of Revenue scores high marks on customer satisfaction

Jun 24, 2021
Written by Mark Johnson, Senior Vice President of Policy and Government Affairs

Congratulations to the Washington State Department of Revenue (DOR) for receiving high marks on customer satisfaction for 2020 – which to say the least was a challenging year. I have the honor of sitting on the DOR’s Business Advisory Council which met Monday on several items.

Each year DOR survey’s all its taxpayers to see how they are doing and where they can improve. With the pandemic in full force during 2020, it was a challenge for DOR leadership and staff to adjust and provide the same high level of service they pride themselves on.

Of particular note, 90% of the respondents were small businesses. Over the last three years DOR has received an over 80% Very satisfied/satisfied rating and an overall quality rating over 90%.

WR and its members are the state’s number one tax collector – collecting sales tax that accounts for nearly half of all state revenues. We commend the Department of Revenue for its hard work in maintaining a high level of customer service – even during the most difficult of times.

DOR is planning to re-open many of its field offices in September after being closed during the pandemic.