The Customer Survey supports HM Revenue and Customs’ (HMRC) Customer-Centric Business Strategy and the Department’s requirement to chart its progression in this area over time.
The main aim of the survey is to track changes in customers’ experience of dealing with HMRC and their perceptions of the Department’s reputation for each of the three main customer groups:
- individuals which comprises Personal Tax and Benefits and Credits customers
- Small and Medium Enterprises
- financial agents
This report presents the aggregated results from the quarterly survey waves for the 2014 to 2015 financial year for each customer group and, where appropriate, makes comparisons with the previous year and highlights key trends over time.