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.

From:
HM Revenue & Customs
Published
17 August 2016

Documents

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

PDF, 364 KB, 13 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 different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

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