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
• Last updated: 17 September 2026 — See all updates

Documents

Individuals Customer Experience and Perceptions Survey 2025

Ref: HMRC Research Report Number 867

HTML

Individuals Customer Experience and Perceptions Survey 2025: technical report

Ref: HMRC Research Report Number 867

ODT, 100 KB

This file is in an OpenDocument format

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 different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Individuals Customer Experience and Perceptions Survey 2025: data tables

Ref: HMRC Research Report Number 867

MS Excel Spreadsheet, 2.57 MB

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.

Published 9 July 2026

Last updated 17 September 2026 — Show all updates

1. 17 September 2026

   Data tables for the Individuals Customer Experience and Perception Survey 2025 have now been added.

2. 9 July 2026

   First published.