Research and analysis

HM Revenue and Customs Contact Centres survey report 2013 to 2014

Survey results for 2013 to 2014 - a survey of customers' experience of using HM Revenue and Customs Contact Centres.



HM Revenue and Customs (HMRC) Contact Centres provide a national telephone service for dealing with enquiries from our customers. The main aim of this research is to measure the experience of customers using contact centres, to allow HMRC to better understand their needs and work to improve overall experience.

The survey started in October 2010 and covers all lines of business and contact centres. This report covers the results for April 2013 to March 2014; comparisons have been made to the results from April 2012 to March 2013 where possible.