Research and analysis
Contact method preference and digital appetite of HMRC customers
Externally commissioned survey research exploring customer preferences for method of engaging with HMRC and for using digital channels.
Documents
Details
HM Revenue and Customs (HMRC) commissioned the independent research organisation, National Centre for Social Research (NatCen), to undertake quantitative research about individual customers’ contact method preferences and digital appetite.
The research covered :
- preferences for methods when contacting HMRC
- reasons for not using HMRC digital services and potential levers for encouraging take up
- what customers want from a digital interaction with HMRC
- awareness of HMRC’s contact channels, including its digital services
- the proportion and composition of individual customers who cannot interact digitally, or need help to do so
The research surveyed 3,644 individual customers in November 2022, via the NatCen Panel.
On this page you can read:
- the final NatCen research report (Executive Summary document and full research report)
- data tables showing detailed breakdowns of the findings from the NatCen quantitative survey
- customer appetite and preferences towards HMRC digital services – preliminary survey: conducted by Yonder and used to inform the NatCen research
Published 28 September 2023