This qualitative research aimed to discover what was behind customers’ responses to the 2015 HMRC Customer Survey about the acceptability of the time taken to resolve a specific query.
The study aimed to understand:
- customers’ expectations of time taken
- customers’ experiences of time taken at each stage of their journey
- customers’ views on the acceptability of time taken
- how customers think the experience of time taken can be improved
The report includes findings from 50 in-depth interviews with individuals, small businesses and tax agents that had taken part in the 2015 survey.