Research and analysis

Exploring online services – qualitative research with HMRC’s trust customers

Research to explore trust customers’ current interactions with HMRC and their views on the impact of moving to an online digital service.

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Exploring online services – qualitative research with HMRC’s trust customers

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Details

The research collected qualitative data from trust customers (individual trustees and agents representing trusts) to better understand their views on online registration of trusts. A total of 40 in-depth telephone interviews were conducted with trust customers (16 with individual trustees and 24 agents representing Trusts). There were 20 interviews with customers submitting returns by paper, the remaining 20 submitted returns digitally.

Published 17 August 2016