Research and analysis

Improving the Customer Experience Score

Research to improve the experience of contacting HM Revenue and Customs for individual taxpayers.


Improving the customer experience score

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


Research report on the findings of a qualitative study with individual taxpayers to explore the key drivers of satisfaction and dissatisfaction with their experience of contacting HM Revenue and Customs through a range of channels.

Published 24 January 2013