Research and analysis

Coronavirus Job Retention Scheme: understanding customer experience

Qualitative research with employers and agents to understand customer experiences of applying for the Coronavirus Job Retention Scheme.

From:
HM Revenue & Customs
Published
22 October 2020

Documents

Coronavirus Job Retention Scheme: Understanding customer experience

Ref: HMRC Research Report 596

PDF, 336 KB, 28 pages

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Details

This qualitative research explored the customer experience of those involved in applying for the Coronavirus Job Retention Scheme.

The research aimed to understand:

  • awareness and understanding of the Coronavirus Job Retention Scheme
  • experiences of preparing for and making an application for the first time
  • post-application activities and the experience of making subsequent applications
  • overall experiences and perceptions of HMRC

The research was carried out by Ipsos MORI and comprised of 55 in-depth phone interviews. The sample included 40 employers, who had applied for the Coronavirus Job Retention Scheme, and 15 tax agents who had applied for the Coronavirus Job Retention Scheme on behalf of one or more of their clients and/or had supported one or more clients with their application.

Published 22 October 2020