Research and analysis

HM Revenue and Customs Customer Survey 2008 to 2015

The HMRC Customer Survey Annual Report describes the main findings from the latest wave of data collection (2014 to 2015).

Documents

HM Revenue and Customs Customer Survey 2008 to 2015

This file may not be suitable for users of assistive technology. Request an accessible format.

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

Details

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.

Published 16 September 2015