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

Individuals, Small Business and Agents Customer Survey 2019

Ref: HMRC Research Report 585

PDF, 5.86 MB, 137 pages

Individuals, Small Business and Agents Customer Survey 2019 - technical annex

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’s 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’s customers.

The 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 2019 for each customer group.

Updates to this page

Published 5 November 2020

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