Individuals, Small Businesses, and Agents (ISBA) Survey 2020 - follow-up into ‘ease’ and ‘getting things right’
HMRC commissioned qualitative research to understand what ‘ease’ and ‘getting things right’ means to customers.
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In 2021 HM Revenue and Customs (HMRC) commissioned Kantar Public to conduct follow up research to the 2020 Individuals, Small Business and Agents Customer survey. This research sought to understand what the terms ‘ease’ and ‘getting things right’ mean to customers in relation to their interactions with HMRC, and how to improve in these areas.
The research was qualitative and involved multiple stages. The first stage involved 40 in-depth telephone interviews with a mix of Individuals, Small Businesses and Agents. Six focus groups were then used to test a range of ideas to improve services which had been derived from the first stage.
The views in this report are the authors’ own and do not necessarily reflect those of HM Revenue and Customs.