Research and analysis

HM Revenue and Customs Customer Survey 2008 to 2014

Aggregated results from the quarterly survey waves in the 2013 to 2014 financial year for each customer group with, where appropriate, comparisons with previous years.

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The HM Revenue and Customs (HMRC) Customer Survey provides regular updates on customer experience, segmentation, reputation and measuring the customer experience. This work covers the Spending Review (SR) period for 2010 to 2015.

The survey tracks changes in:

  • the experience of dealing with HMRC
  • the reputation of HMRC

for each of three main customer groups:

  • individuals, which comprises of Personal Tax and Benefits and Credits customers
  • SME businesses
  • financial agents

This report presents the aggregated results from the quarterly survey waves in the 2013 to 2014 financial year for each customer group and, where appropriate, makes comparisons with previous years.