If you use assistive technology (such as a screen reader) and need a
version of this document in a more accessible format, please email firstname.lastname@example.org.
Please tell us what format you need. It will help us if you say what assistive technology you use.
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.