Research and analysis

Enablers for, and barriers to, customer take up of digital tax credits

Research exploring the enablers and barriers to the use of digital services among digitally confident tax credits customers.

• From: HM Revenue & Customs
• Published: 2 September 2019

Documents

Enablers for and barriers to customer take up of digital tax credits

Ref: HMRC Research Report 407

PDF, 1.09 MB, 34 pages

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Details

To support the move to digital services, and build upon previous research regarding how best to encourage customers to use them, HM Revenue and Customs (HMRC) commissioned this research to understand the practical and emotional needs of tax credits customers.

This research also aimed to gain insight into the steps which can be taken to maximise tax credit customers’ engagement in the take-up of the online tax credits service.

TNS conducted 40 interviews with tax credits customers who felt digitally confident and were yet to use or had already used the HMRC’s digital tax credits services, to capture the experience of the journey to digital services.

Published 2 September 2019