The principal aim of this research was to:
- explore and understand the customer perspective on the digital support HMRC offer
- see what customers like and don’t like
- identify any weaknesses and areas for improvement in each product
The research confirms digital support continues to work well, with 9 out of 10 SME customers satisfied or very satisfied with the services. The customer feedback has improved our understanding of business needs and we have refined our services and products to improve the quality of support we give.
2055 customers completed an online survey between July 2013 and March 2014. These customers had all received or undertaken one of the 4 digital support products HMRC currently offers. An additional 20 qualitative interviews were also conducted in-year.