Research and analysis

HM Revenue and Customs individuals, small businesses and agents customer survey 2015

The HMRC customer survey annual report describes the main findings from the 2015 customer survey.

• From: HM Revenue & Customs
• Published: 15 August 2016

Documents

Individuals, small business and agents customer survey 2015

Ref: HMRC Research Report 413

PDF, 1.55 MB, 87 pages

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Individuals, small business and agents customer survey 2015 - technical annex

PDF, 1.11 MB, 135 pages

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Details

The customer survey supports HM Revenue and Customs’ (HMRC) customer centric business strategy. This report sets a baseline for measuring customer experience from 2015, allowing the department to chart its progress in this area over time. This annual survey covers a broad range of measures focusing on the areas analysis indicates are the priorities for HMRC’s customers.

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

• individuals
• small businesses
• financial agents

This report presents the results from the annual survey for 2015 for each customer group.

Published 15 August 2016