Revenue have concluded that, with at least 88% of respondents agreeing that they are satisfied with the service that they get from Revenue, “it is reasonable to state that the PAYE population is being well served by Revenue”. It should be noted that the 88% includes almost 22% of the respondents who “somewhat agree” that they are satisfied with overall service they get from Revenue.

In the majority of the 16 questions in the survey, Revenue had included two catchall categories - “somewhat” agree or disagree. Revenue have included those respondents who answered “somewhat satisfied” in the satisfied answers. There would be concern that respondents may have been polite in using the “somewhat satisfied” category – a bit like being at a party, where you say the food is delicious but don't eat any! Few things are as effective in prompting politeness than a questionnaire with the gates of Dublin Castle at the bottom.

That said, almost 2 out of every three PAYE taxpayers in Revenue's sample didn't respond. That perhaps is the most robust conclusion of the survey.

The Report on the Results and Analysis of the Revenue PAYE Customer Survey 2007 is available from the Revenue website.