ICM Research was commissioned by HM Revenue & Customs (HMRC) to undertake research among its stakeholders to:
- Explore how stakeholders view HMRC compared to previous years, in order to track the impact of its efforts to improve its reputation
- Evaluate attitudes towards HMRC’s communication and engagement with stakeholders to inform future stakeholder communications
- Identify areas of improvement and what HMRC’s role should look like in the future.
This report summarises the main themes arising from both qualitative and quantitative research.