Research and analysis

HM Revenue and Customs individuals, small businesses and agents customer survey 2016

The HMRC Customer Survey Annual Report describes the main findings from the 2016 Customer Survey.

From:
HM Revenue & Customs
Published
13 July 2017

Documents

Individuals, small business and agents customer survey 2016

Ref: HMRC Research Report 457

PDF, 1.35 MB, 103 pages

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Individuals, small business and agents customer survey 2016 - technical annex

PDF, 1.41 MB, 118 pages

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Details

The Customer Survey supports HM Revenue and Customs’ (HMRC) customer centric business strategy. This report examines the experience of HMRC customers in 2016 and any changes from the previous year’s survey.. This annual survey covers a broad range of measures focusing on the areas analysis indicates are the priorities for HMRC’s customers.

The Customer Survey measures customers’ experience of interacting with HMRC, their perceptions of compliance and HMRC’s reputation for three main customer groups:

  • individuals
  • small businesses
  • financial agents

This report presents the results from the annual survey for 2016 for each customer group.

Published 13 July 2017