Research and analysis

Customer experience of the acceptability of the time taken to reach an end result

This research helped us to improve our understanding of customers’ experiences of the time it takes to resolve a query with HMRC.

Documents

Customer experience of the acceptability of the time taken to reach an end result

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Details

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.

Published 23 April 2018