Research and analysis

Letter testing with HMRC Self Assessment customers

Research into the impact of revisions to standard texts used in letters to customers.


Letter testing with HMRC Self Assessment customers

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HMRC commissioned Ipsos MORI to investigate customers’ responses to revised versions of standard texts used in letters about Self Assessment.

The research examined whether the tone and content was right, how easy they were for customers to understand, and whether they needed more information or clarification.

For some letters, the focus was on how far customers were motivated to change their behaviour in response to receiving them.

The research, which consisted of 4 focus groups and 10 in-depth interviews, was part of work to improve HMRC’s interactions with customers as part of its compliance strategy.

Published 26 January 2018