Transparency data

Customer experience score

The Customer experience score is a composite measure derived from four dimensions of customer experience.

Documents

Customer experience score with graph

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Customer experience score dataset

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Customer experience score methodology, HMRC working paper 11

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Detail

The Customer Experience Score is derived from:

  • ease of understanding
  • ease of completing the process
  • ease of getting in touch
  • a service designed with customer needs in mind

Scores are measured for individuals, small and medium enterprises (SMEs) and agents. The all customers’ score is an average of those three customer groups. All figures quoted are for the six months to the date shown.

The confidence interval values are at the 95 per cent confidence level.