Research and analysis

HMRC individuals, small business and agents customer survey 2020

This report describes the main findings from the department's 2020 customer survey.

From:
HM Revenue & Customs
Published
4 November 2021

Documents

Individuals, Small Business and Agents Customer Survey 2020

Ref: HMRC research report 613

PDF, 5.56 MB, 187 pages

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Individuals, Small Business and Agents Customer Survey 2020

Ref: HMRC research report 613

ODT, 12.5 MB

This file is in an OpenDocument format

Individuals, Small Business and Agents Customer Survey 2020 - technical annex

Ref: HMRC research report 614

PDF, 1.02 MB, 139 pages

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.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Individuals, Small Business and Agents Customer Survey 2020 - technical annex

Ref: HMRC research report 614

ODT, 298 KB

This file is in an OpenDocument format

Details

The individuals, small business and agents customer survey supports HMRC’s customer-centric business strategy.

The annual survey covers a broad range of measures, focusing on the areas that our analysis shows are the priorities for HMRC’s customers.

The survey measures customers’ experience of interacting with HMRC, their perceptions of compliance, and HMRC’s reputation for 3 main customer groups:

  • individuals
  • small businesses
  • financial agents

This report presents the results from the annual survey for 2020 for each customer group.

Published 4 November 2021