Research and analysis

Exploring smaller traders’ experiences of the customs onboarding process

Qualitative research exploring the experiences of traders and intermediaries registering for and using customs processes for the first time.

• From: HM Revenue & Customs
• Published: 15 July 2025

Documents

Exploring smaller traders’ experiences of the customs onboarding process: full research report

Ref: HMRC Research Report: 766

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Exploring smaller traders' experiences of the customs onboarding process: Annex B

Ref: HMRC Research Report: 766

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Details

The UK government is committed to making cross-border trade smooth and efficient for traders. This aligns with the 2025 UK Border Strategy which aims to embrace innovation, simplify processes for traders and travellers and improve the security and biosecurity of the UK. For businesses to begin trading internationally they must understand customs requirements and how these apply to their businesses.

HM Revenue and Customs (HMRC) commissioned Ipsos (formerly Ipsos MORI) to undertake this research to explore customer experiences of registering for and using customs processes for the first time. The research comprised 33 in-depth telephone or video interviews with smaller traders based in Great Britain who had newly registered for customs processes between October 2021 and March 2023. Interviews took place between June and August 2023.

The report explores customer experiences throughout the customs onboarding process to inform improvements to customs processes.

Published 15 July 2025