Research and analysis

HMRC's contact centre survey: 2011 to 2012 results

Research on customers experience of using HM Revenue and Customs (HMRC) contact centres.



This research report covers result from April 2011 to March 2012. The aim of the project was to measure the experience of customers using the contact centres, in order to allow HMRC to better understand customers’ needs and work to improve their overall experience.