Research and analysis

Individuals Customer Experience and Perceptions Survey 2025

This report describes the main findings from the department's 2025 Individuals Customer Experience and Perceptions Survey.

• From: HM Revenue & Customs
• Published: 9 July 2026

Documents

Individuals Customer Experience and Perceptions Survey 2025

Ref: HMRC Research Report Number 867

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Individuals Customer Experience and Perceptions Survey 2025: technical report

Ref: HMRC Research Report Number 867

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Details

The Individuals Customer Experience and Perceptions Survey supports HMRC’s customer-centric business strategy.

The annual survey covers a broad range of measures, focusing on areas identified through analysis as priorities for HMRC’s customers. The survey aims to:

• understand and track changes in overall customer experience over time
• understand and track changes in overall perceptions of HMRC over time
• help HMRC identify where to target effort to improve customer experience and service

This report presents the results from the 2025 annual survey for the Individuals customer group.

Data tables will be published alongside this report. They are currently under review.

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Published 9 July 2026