Research and analysis

Customer experience of the acceptability of the time taken to reach an end result

This research helped us to improve our understanding of customers鈥� experiences of the time it takes to resolve a query with HMRC.

From:
HM Revenue & Customs
Published
23 April 2018

Documents

Ref: HMRC Research Report 447

PDF, 1.06 MB, 61 pages

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Details

This qualitative research aimed to discover what was behind customers鈥� responses to the 2015 HMRC Customer Survey about the acceptability of the time taken to resolve a specific query.

The study aimed to understand:

  • customers鈥� expectations of time taken
  • customers鈥� experiences of time taken at each stage of their journey
  • customers鈥� views on the acceptability of time taken
  • how customers think the experience of time taken can be improved

The report includes findings from 50 in-depth interviews with individuals, small businesses and tax agents that had taken part in the 2015 survey.

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Published 23 April 2018

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