Research and analysis

HMRC Individuals Customer Survey ABOS Trial 2017

This report for the HMRC Customer Survey Address Based Online Trial describes the findings from an online data collection trial for the Individuals Customer Survey.

Documents

HM Revenue and Customs Individuals Customer Survey ABOS Trial 2017

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Details

HM Revenue and Customs (HMRC) commissioned an online data collection trial for the Individuals Customer Survey.

The aim was to investigate an alternative method of data collection to collection by phone to address concerns about the long-term viability and cost associated with the use of collection by phone for the survey.

The Individuals, Small Business and Agents Customer Survey measures:

  • customers’ experience of interacting with HMRC
  • their perceptions of compliance
  • HMRC’s reputation

This report presents the results from the 2017 online data collection trial.

Published 12 July 2018