Research and analysis

HMRC individuals, small business and agents customer survey 2020

This report describes the main findings from the department's 2020 customer survey.

From:
HM Revenue & Customs
Published
4 November 2021

Documents

Ref: HMRC research report 613

PDF, 5.56 MB, 187 pages

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Ref: HMRC research report 613

ODT, 12.5 MB

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Ref: HMRC research report 614

PDF, 1.02 MB, 139 pages

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Ref: HMRC research report 614

ODT, 298 KB

This file is in an OpenDocument format

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 2020 for each customer group.

Updates to this page

Published 4 November 2021

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