Research and analysis

Customer testing of the RTI400 letter

Findings of independent research commissioned by HMRC to test two versions of the RTI400 letter to inform the optimum design.

From:
HM Revenue & Customs
Published
16 January 2014

Documents

Customer testing of the RTI400 letter

Ref: HMRC Research Report 299

PDF, 122 KB, 5 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

HM Revenue and Customs (HMRC) wanted recommendations for improving the effectiveness of a letter aimed at encouraging employers who had not yet started to begin reporting in real time.

The letter was tested prior to it being sent to employers. Additionally the research sought to understand whether or not additional information (i.e. inserts) would be helpful for recipients of the letter.

The findings from this research have been used to improve the tone, design and layout of the letters so that employers are clear on what they need to do.

Published 16 January 2014