Research and analysis

Coronavirus Job Retention Scheme: awareness, understanding and customer experience surveys

Quantitative research with employers and employees to examine understanding, awareness and customer experience of the Coronavirus Job Retention Scheme.

• From: HM Revenue & Customs
• Published: 22 October 2020

Documents

Coronavirus Job Retention Scheme: awareness, understanding and customer experience surveys

Ref: HMRC Research Report 595

PDF, 664 KB, 47 pages

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Details

This research examined awareness and understanding of Coronavirus Job Retention Scheme amongst employees and employers and employers’ experiences of applying to the scheme.

The research included two survey waves with employers, with wave 1 fieldwork completed before the Coronavirus Job Retention Scheme opened for applications on 20 April 2020, and wave 2 fieldwork taking place after applications had opened.

The findings from the wave 1 survey on awareness and understanding of Coronavirus Job Retention Scheme were used by HMRC to support communications strategy and implementation.

The findings from the wave 2 survey were used by HMRC to understand the overall experience of customers applying for the Coronavirus Job Retention Scheme, and awareness of changes to the scheme.

One survey with employees was also conducted. The research aimed to help HMRC understand employee perceptions and knowledge of the Coronavirus Job Retention Scheme, before it opened

Findings should be treated as indicative due to the sampling methodology possible in the time available.

Published 22 October 2020