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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.