Research and analysis

HMRC individuals, small business and agents customer survey 2019

This report describes the main findings from the department's 2019 customer survey.

From:
HM Revenue & Customs
Published
5 November 2020

Documents

Ref: HMRC Research Report 585

PDF, 5.86 MB, 137 pages

Ref: HMRC Research Report 586

PDF, 3.59 MB, 158 pages

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Details

The Individuals, Small Business and Agents Customer Survey supports HMRC鈥檚 customer-centric business strategy.

The annual survey covers a broad range of measures, focusing on the areas that our analysis shows are the priorities for HMRC鈥檚 customers.

The survey measures customers鈥� experience of interacting with HMRC, their perceptions of compliance, and HMRC鈥檚 reputation for 3 main customer groups:

  • individuals
  • small businesses
  • financial agents

This report presents the results from the annual survey for 2019 for each customer group.

Updates to this page

Published 5 November 2020

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