Research and analysis

Insolvency process pilot research

This research assesses the customer impacts of a pilot for a new process for engaging customers that were deemed to be at risk of insolvency.

From:
HM Revenue & Customs
Published
2 September 2019

Documents

Ref: HMRC Research Report 558

PDF, 687 KB, 17 pages

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Details

The pilot consisted of 2 process channels: red and green. The research was required to assess the customer impacts of the pilot and any areas for improvement.

The study aimed to:

  • understand customers鈥� experiences of the red and green channel processes
  • understand the customer journey through the red and green channel and the impact of these new processes
  • understand customers鈥� views of the service they received, with a focus on fairness, helpfulness and timeliness
  • assess the impact of the process on customers鈥� attitudes and behaviours towards HMRC and whether this has influenced how they would perceive similar issues in the future
  • explore customer suggestions for any improvements to the service

Updates to this page

Published 2 September 2019

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