Research and analysis

Customer views on P2 and P800 prototypes

Qualitative research exploring views on the newly designed prototypes of the P2 Coding Notice and the P800 end of year tax calculation.

From:
HM Revenue & Customs
Published
26 August 2016

Documents

Customer views on P2 and P800 prototypes

Ref: HMRC Research Report 424

PDF, 346 KB, 6 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 & Customers (HMRC) informs customers of their tax code by sending a P2 Coding Notice. If PAYE customers have paid too much or too little tax then HMRC will send them a P800 tax calculation. The P800 sets out how much the customer has overpaid or underpaid for that tax year.

This report contains findings from a qualitative research study conducted with a range of 29 PAYE customers. The research was undertaken by Ipsos MORI Social Research Institute, on behalf of HMRC.

The principal aim of the research was to explore PAYE customers’ responses to newly designed P2 and P800 prototypes. The development of both was informed by previous research studies. This small study was primarily designed to provide a final check to ensure the prototype letters were clear and to gain insight on the following:

  • ease of understanding
  • ability to understand calculation
  • overall look and feel
  • omissions, ambiguities or confusing content or layout
  • suggestions for improvement
  • understanding customers’ likely behaviour in response to the letters
Published 26 August 2016