Research and analysis

Customers who need tax help from HMRC

Research on customers who always needs help with their personal tax and/or benefits and credits, to improve service design and delivery.


An exploration of the always needs help population

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This research report looks at defining the always need help segment of customers, what their support needs are, what drives their need for support and sizing the current population to better inform future service design and delivery.

Published 14 March 2013