HMRC monthly performance report: October 2024
Published 19 December 2024
© Crown copyright 2024
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This publication is available at https://www.gov.uk/government/publications/hmrc-monthly-performance-report-october-2024--2/hmrc-monthly-performance-report-october-2024
These figures show our main customer service performance indicators for 2024 to 2025, which are about:
- how satisfied our customers are with our services
- how we’re helping our online customers
- how many phone calls we answer
- how quickly we handle their correspondence
1. At a glance
1.1 Contact volumes
Note: demand for our customer services may vary significantly between months due to the seasonal nature of revenue and customs administration.
| Current month | Year-to-date since April 2024 | Year-to-date 2023-2024 (for same period) | |
|---|---|---|---|
| Webchats | 89,242 | 614,941 | 665,130 |
| Calls received | 2,516,963 | 20,288,940 | 22,005,817 |
| Correspondence, of which: | 1,569,986 | 12,311,648 | 12,517,352 |
| iForms received | 235,363 | 2,049,304 | 1,797,575 |
| Post received [Note] | 1,334,623 | 10,262,344 | 10,719,777 |
Note:
Post is not always categorised on our live system immediately, meaning that numbers may be revised in subsequent monthly reports.
1.2 Performance
| Current month | Year-to-date since April 2024 | |
|---|---|---|
| Customer satisfaction with phone, webchat and digital services (%) | 80.5% | 79.6% |
| Net Easy – phone, webchat and digital services | 63.9 | 62.1 |
| Webchat adviser attempts handled (%) | 94.6% | 94.4% |
| Telephony adviser attempts handled (%) | 85.4% | 67.3% |
| Customer correspondence (iForms and post) cleared within 15 days of receipt (%) [Note 1] | 77.0% | 76.9% |
| Customer correspondence (iForms and post) cleared within 40 days of receipt (%) [Note 1] [Note 2] | 86.6% | 88.9% |
| Once and Done (%) – phone, webchat and digital services (%) | 86.0% | 84.9% |
The 2024 to 2025 figures are subject to revision and audit. Final full-year performance figures will be published in our annual report and accounts.
Notes:
-
Post is not always categorised on our live system immediately, meaning that numbers may be revised in subsequent monthly reports.
-
Data is lagged by a month.
2. Customer satisfaction with phone, webchat and digital services
The percentage of customers who were either ‘satisfied’ or ‘very satisfied’ with our phone, webchat and digital services was:
80.5%
This graph shows our in-month and year-to-date phone, webchat and digital customer satisfaction in 2024 to 2025. HMRC aims to achieve 80% customer satisfaction. The data used to create this graph is available in a table after this image.
Customers ‘satisfied’ or ‘very satisfied’ with our phone, webchat and digital services (%)
| Apr | May | Jun | Jul | Aug | Sep | Oct | |
|---|---|---|---|---|---|---|---|
| Monthly | 78.0 | 78.4 | 79.3 | 81.1 | 80.6 | 80.0 | 80.5 |
| Year-to-date | 78.0 | 78.2 | 78.5 | 79.2 | 79.4 | 79.5 | 79.6 |
3. Net Easy – phone, webchat and digital services
Our Net Easy score this month was:
63.9
This figure represents the percentage of positive responses minus the percentage of negative responses to our customer surveys. Customers were asked ‘how easy was it to deal with us today?’ A positive response is those who said ‘easy’ or ‘very easy’. A negative response is those who said ‘hard’ or ‘very hard’. The measure is an index that ranges from 100 (all positive responses) to minus 100 (all negative responses). HMRC aims to achieve 70.0 Net Easy.
This graph shows our in-month and year-to-date Net Easy score in 2024 to 2025; the data used to create this graph is available in a table after this image.
Net Easy of phone, webchat and digital channels
| Apr | May | Jun | Jul | Aug | Sep | Oct | |
|---|---|---|---|---|---|---|---|
| Monthly | 59.1 | 59.7 | 61.5 | 64.5 | 63.8 | 62.8 | 63.9 |
| Year-to-date | 59.1 | 59.4 | 60.0 | 61.2 | 61.6 | 61.8 | 62.1 |
4. Webchat
We received around 90,000 webchats. The proportion we handled was:
94.6%
This graph shows our in-month and year-to-date number of adviser attempts handled in 2024 to 2025 – the data used to create this graph is available in a table after this image.
Webchats handled (%)
| Apr | May | Jun | Jul | Aug | Sep | Oct | |
|---|---|---|---|---|---|---|---|
| Monthly | 93.7 | 94.5 | 95.3 | 95.1 | 94.1 | 93.7 | 94.6 |
| Year-to-date | 93.7 | 94.1 | 94.5 | 94.6 | 94.5 | 94.4 | 94.4 |
5. Phones
We received more than 2.5 million calls this month, and around 1.7 million callers requested to speak to an adviser, of which we answered:
85.4%
This graph shows our in-month and year-to-date number of adviser attempts handled in 2024 to 2025. HMRC aims to handle 85% of telephony adviser attempts.
The data used to create this graph is available in a table after this image.
Telephony adviser attempts handled (%)
| Apr | May | Jun | Jul | Aug | Sep | Oct | |
|---|---|---|---|---|---|---|---|
| Monthly | 53.5 | 60.4 | 59.5 | 66.9 | 74.9 | 77.9 | 85.4 |
| Year to date | 53.5 | 56.7 | 57.5 | 59.8 | 62.3 | 64.7 | 67.3 |
6a. Correspondence cleared in 15 working days
We received around 1.6 million iForms and items of post, of which around 1.2 million required a response. The proportion we turned around within 15 days was:
77.0%
This graph shows the in-month and year-to-date percentage of correspondence turned around within 15 working days in 2024 to 2025. HMRC aims to achieve 80% of correspondence turned around within 15 working days.
The data used to create this graph is available in a table after this image.
Correspondence turned around within 15 working days (%)
| Apr | May | Jun | Jul | Aug | Sep | Oct | |
|---|---|---|---|---|---|---|---|
| Monthly | 74.1 | 78.5 | 78.5 | 78.8 | 75.7 | 75.8 | 77.0 |
| Year-to-date | 74.1 | 76.4 | 77.1 | 77.5 | 77.1 | 76.9 | 76.9 |
6b. Correspondence cleared in 40 working days
The proportion we turned around within 40 days was:
86.6%
This graph shows the in-month and year-to-date percentage of correspondence turned around within 40 working days in 2024 to 2025. HMRC aims to achieve 95% of correspondence turned around within 40 working days.
The data used to create this graph is available in a table after this image.
Correspondence turned around within 40 working days (%)
| Apr | May | Jun | Jul | Aug | Sep | |
|---|---|---|---|---|---|---|
| Monthly | 90.8 | 91.4 | 88.3 | 88.0 | 87.4 | 86.6 |
| Year-to-date | 90.8 | 91.1 | 90.3 | 89.7 | 89.3 | 88.9 |
7. Once and Done
A Yes/No question asking whether the customer was able to achieve what they needed to today. The Once and Done score represents the percentage who responded ‘Yes’. The possible scores range from 0 to 100%.
86.0%
This graph shows the in-month and year-to-date percentage who responded ‘Yes’ in 2024 to 2025 – the data used to create this graph is available in a table after this image.
Once and Done – Positive Responses (%)
| Apr | May | Jun | Jul | Aug | Sep | Oct | |
|---|---|---|---|---|---|---|---|
| Monthly | 82.8 | 83.6 | 84.4 | 86.6 | 86.1 | 85.6 | 86.0 |
| Year-to-date | 82.8 | 83.2 | 83.5 | 84.4 | 84.7 | 84.8 | 84.9 |