Research and analysis

HM Revenue and Customs Customer Survey Qualitative Development

Qualitative research to explore how HMRC customers form opinions of their experience with us, to help inform the future HMRC Customer Survey.



The aim of this project was to explore with customer groups (individuals, financial agents and small businesses), some of the important concepts in the HM Revenue and Customs (HMRC) Customer Survey, such as customers’ experience of dealing with HMRC, and their perceptions of the Department’s reputation.

These insights would inform the development of a new survey design which would meet HMRC’s needs for the next SR period.

The research focused on customers’ ability to form an overall view of HMRC and considered how this view is shaped, as well as aiming to identify gaps in the coverage of the existing customer survey and to consider the viability of additional content.