Research and analysis

Individuals, Small Businesses and Agents Customer Survey 2023

This report describes the main findings from the department's 2023 customer surveys with Individuals, Small Businesses and Agents.

• From: HM Revenue & Customs
• Published: 30 July 2024
• Last updated: 9 July 2026 — See all updates

Documents

Individuals, Small Businesses and Agents Customer Survey 2023

Ref: HMRC research report 758

HTML

Individuals, Small Businesses and Agents Customer Survey 2023 – technical report

Ref: HMRC research report 758

ODT, 207 KB

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HMRC ISBA 2023 Individuals data tables

Ref: HMRC research report 758

MS Excel Spreadsheet, 194 KB

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HMRC ISBA 2023 Small Businesses data tables

Ref: HMRC research report 758

MS Excel Spreadsheet, 658 KB

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HMRC ISBA 2023 Agents data tables

Ref: HMRC research report 758

MS Excel Spreadsheet, 696 KB

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Details

The Individuals, Small Businesses and Agents customer survey supports HMRC’s customer-centric business strategy.

The annual survey covers a broad range of measures, focusing on the areas that our analysis shows are the priorities for HMRC’s customers.

The survey measures customers’ experience of interacting with HMRC, their perceptions of compliance, and HMRC’s reputation for 3 customer groups:

• Individuals
• Small Businesses
• Financial Agents

This report presents the results from the annual survey for 2023 for each customer group.

Published 30 July 2024

Last updated 9 July 2026 — Show all updates

1. 9 July 2026

   Updated findings and data tables for the Individuals Survey for 2021, 2022 and 2023. A data processing issue affecting a small number of survey responses was identified in 2025. The affected findings have been reanalysed, quality assured and corrected.

2. 30 July 2024

   First published.