Research and analysis

HMRC Individuals, Small Businesses and Agents customer survey 2021

This report describes the main findings from the department's 2021 customer survey.

From:
HM Revenue & Customs
Published
18 July 2022

Documents

Individuals, Small Businesses and Agents Customer Survey 2021

Ref: HMRC Report: 653

HTML

Individuals, Small Businesses and Agents Customer Survey 2021 – technical annex

Ref: HMRC Report: 654

ODT, 306 KB

This file is in an OpenDocument format

HMRC ISBA 2021 Individuals data tables

Ref: HMRC671

MS Excel Spreadsheet, 851 KB

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HMRC ISBA 2021 Small Businesses data tables

Ref: HMRC672

MS Excel Spreadsheet, 770 KB

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HMRC ISBA 2021 Agents data tables

Ref: HMRC673

MS Excel Spreadsheet, 749 KB

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Details

The Individuals, Small Businesses 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 2021 for each customer group

Updates to this page

Published 18 July 2022

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