Research and analysis

Agent Dedicated Line and Agent Account Manager: HMRC's pilot evaluation

Research to assess the reaction of customers to service schemes and discover how they might be improved.


Agent dedicated line and agent account manager pilot evaluation

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Research report looking at the reaction of customers using the Agent Dedicated Line (ADL) and the Agent Account Manager (AAM) services. The research also included gaining the customers view on the commitment by HM Revenue and Customs (HMRC) to improving their experience.

Published 3 February 2011