HMRC Charter performance indicators
Updated 17 July 2023
© Crown copyright 2023
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/publications/hmrc-charter/hmrc-charter-performance-indicators
Performance against the HMRC Charter is monitored by specific service standards, customer surveys and other data, linked to wider HMRC performance measures. These are set out against each Charter standard below.
All statistics below are already published elsewhere and are brought together here under the Charter on GOV.UK to provide greater transparency. The measures will be updated to reflect any future changes to the HMRC Performance Framework.
HMRC’s overall customer experience
Each year HMRC commissions independent customer surveys for five customer groups; Individuals, Small Businesses, Agents, Mid-sized businesses and Large Businesses. These surveys provide an important source of evidence on customer experience and perceptions of the tax administration system.
The proportions of customers rating their overall experience of interacting positively with HMRC in 2022 were:
- 65% of Individuals (62% in 2021)
- 74% of Small Businesses (76% in 2021)
- 52% of Mid-sized Businesses (57% in 2021)
- 81% of Large Businesses (83% in 2021)
- 45% of Agents (48% in 2021)
1. Charter standard: Getting things right
1.1. Results from HMRC customer surveys 2022
HMRC gets transactions right:
- 64% individuals agree (61% in 2021)
- 75% small businesses agree (77% in 2021)
- 57% of mid-sized businesses agree (60% in 2021)
- 53% agents agree (58% in 2021)
HMRC ensures all customers pay/receive the correct amounts
- 41% individuals agree (29% in 2021)
- 54% small businesses agree (52% in 2021)
- 66% of mid-sized businesses agree (69% in 2021)
- 50% agents agree (54% in 2021)
HMRC systems prevented mistakes
- 52% individuals agree (48% in 2021)
- 54% small businesses agree (59% in 2021)
- 43% of mid-sized businesses agree (42% in 2021)
- 36% agents agree (39% in 2021)
Publications
HMRC Individuals, Small Businesses and Agents customer survey 2022
The Mid-sized business customer survey 2022
1.2. HMRC performance updates
| 2022 to 2023 | 2021 to 2022 | |
|---|---|---|
| Customer Satisfaction with phone, webchat and digital | 79.2% | 82.0% |
| Number of complaints received | 91,217 | 80,216 |
Publication
HMRC annual report and accounts: 2022 to 2023
2. Charter standard: Making things easy
2.1. Results from HMRC customer surveys 2022
Ease of dealing with tax issues
-
57% individuals agree (57% in 2021)
- 73% small businesses agree (73% in 2021)
- 56% of mid-sized businesses agree (58% in 2021)
- 44% agents agree (43% in 2021)
It was easy to find information
- 57% individuals agree (53% in 2021)
- 60% small businesses agree (64% in 2021)
- 50% of mid-sized businesses agree (49% in 2021)
- 46% agents agree (47% in 2021)
HMRC is easy to deal with
- 69% of large businesses agree (74% in 2021)
HMRC made clear the steps your business needed to take
- 61% of mid-sized businesses agree (66% in 2021)
- 72% of large businesses agree (71% in 2021)
Publications
HMRC Individuals, Small Businesses and Agents customer survey 2022
The Mid-sized business customer survey 2022
The Large Business Customer Survey 2022
2.2. HMRC performance updates
HMRC invites all customers using telephony, webchat and digital services to comment on their experience by completing a customer experience survey. As part of this survey customers are asked ‘how easy was it for you to do what you needed to do today?’ Net Easy represents the total of positive responses minus the total of negative responses (with positive responses being ‘easy’ or ‘very easy’ and negative responses being ‘difficult’ or ‘very difficult’). This results in an index that ranges from 100 (all positive responses) to ‘-100’ (all negative responses).
| 2022 to 2023 | 2021 to 2022 | |
|---|---|---|
| Net Easy – Phone, webchat and digital services | 59.8 | 65.5 |
Publication
HMRC annual report and accounts: 2022 to 2023
3. Charter standard: Being responsive
3.1. Results from HMRC customer surveys 2022
HMRC resolved any queries or issues
- 63% individuals agree (59% in 2021)
- 69% small businesses agree (71% in 2021)
- 53% of mid-sized businesses agree (56% in 2021)
- 41% agents agree (45% in 2021)
Time taken is acceptable
- 62% individuals agree (58% in 2021)
- 62% small businesses agree (67% in 2021)
- 42% of mid-sized businesses agree (44% in 2021)
- 27% agents agree (31% in 2021)
HMRC responded in a timeframe that was reasonable from a commercial perspective
- 51% of large businesses agree (57% in 2021)
Your CCM responded within the timeframes agreed
- 80% of large businesses agree (81% in 2021)
Your CCM kept your business informed on the internal progress of issues raised
- 70% of large businesses agree (69% in 2021)
Publications
HMRC Individuals, Small Businesses and Agents customer survey 2022
The Mid-sized business customer survey 2022
The Large Business Customer Survey 2022
3.2 HMRC performance updates
| 2022 to 2023 | 2021 to 2022 | |
|---|---|---|
| Telephony adviser attempts handled | 71.1% | 77.3% |
| Webchat adviser attempts handled | 94.7% | 92.9% |
| Customer correspondence (Post and iForms) cleared within 15 days of receipt | 72.7% | 45.5% |
Publication
HMRC annual report and accounts: 2022 to 2023
4. Charter standard: Treating you fairly
4.1. Results from HMRC customer surveys 2022
HMRC treats customers/your business fairly
- 74% individuals agree (71% in 2021)
- 84% small businesses agree (80% in 2021)
- 69% of mid-sized businesses agree (71% in 2021)
- 89% of large businesses agree (90% in 2021)
- 68% agents agree (71% in 2021)
HMRC applies penalties and sanctions equally
- 34% individuals agree (41% in 2021)
- 39% small businesses agree (39% in 2021)
- 49% agents agree (53% in 2021)
HMRC is an organisation that I/my business trusts
- 54% individuals agree (52% in 2021)
- 68% small businesses agree (70% in 2021)
- 55% agents agree (61% in 2021)
Interaction with HMRC over the last 12 months has led to trust in HMRC
- 64% of mid-sized businesses agree (65% in 2021)
- 71% of large businesses agree (70% in 2021)
Publications
HMRC Individuals, Small Businesses and Agents customer survey 2022
The Mid-sized business customer survey 2022
The Large Business Customer Survey 2022
5. Charter standard: Being aware of your personal situation
5.1. Results from HMRC customer surveys 2022
HMRC is approachable
- 60% individuals agree (58% in 2021)
Information and services provided by HMRC have been tailored to your business
- 49% individuals agree (46% in 2021)
- 55% small businesses agree (56% in 2021)
- 31% of mid-sized businesses agree (36% in 2021)
- 40% agents agree (42% in 2021)
Your CCM’s understanding of the commercial context your business operates in
- 81% of large businesses agree (79% in 2021)
Publications
HMRC Individuals, Small Businesses and Agents customer survey 2022
The Large Business Customer Survey 2022
5.2. Number of Time to Pay arrangements in place
- 912,000 in 2022 to 2023 (843,000 in 2021 to 2022)
Publication
This is annual data, see the HMRC annual report and accounts for the latest data.
6. Charter standard: Recognising that someone can represent you
6.1. Results from HMRC customer surveys 2022
HMRC made it easy for someone to act on your behalf
- 68% individuals agree (66% in 2021)
- 79% small businesses agree (77% in 2021)
Publication
HMRC Individuals, Small Businesses and Agents customer survey 2022
7. Charter standard: Keeping your data secure
7.1. Results from HMRC customer surveys 2022
HMRC ensures data and personal information is treated confidentially
- 78% of mid-sized businesses agree (77% in 2021)
Publications
HMRC Individuals, Small Businesses and Agents customer survey 2022
The Mid-sized business customer survey 2022
7.2. Number of centrally managed security incidents impacting on protected personal data in HMRC
- 3 in 2022 to 2023 (5 in 2021 to 2022)
Publication
This is annual data, see the HMRC annual report and accounts for the latest data.