Research and analysis
EdTrack 2013 to 2014
Understanding the experience of Small and Medium Enterprises (SME) accessing HM Revenue and Customs (HMRC) education.
Ref: HMRC Research Report 339 PDF, 364KB, 9 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 firstname.lastname@example.org. Please tell us what format you need. It will help us if you say what assistive technology you use.
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.
Published: 10 November 2014
From: HM Revenue & Customs