Research and analysis

Improving the Customer Experience Score

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

• From: HM Revenue & Customs
• Published: 24 January 2013

Documents

Improving the customer experience score

Ref: HMRC Research Report 237

PDF, 73.5 KB, 7 pages

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Details

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