Research and analysis

Digital support strategy

Maximising the take up of HM Revenue and Customs (HMRC) digital offering for business.

Documents

Research report: Digital support strategy

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Details

Small and Medium Enterprise (SME) education was not achieving the viable level of customer take up of digital products. This research was carried out to help us remove barriers to digital engagement and increase customer take up.

The research identified that whilst awareness and understanding are barriers to engagement with education, 97% of customers have digital awareness and the necessary confidence and appetite for using it for training purposes. Those who use the services like them and would use them again or recommend them to others, but the majority (72%) don’t know they exist.

A mixture of 32 qualitative and 2063 quantitative customer interviews were carried out between January 2014 and July 2014.

Published 10 November 2014