Research and analysis

Master customer journey research

Qualitative research to understand the customer journey of small, micro and nano businesses that cannot meet their tax liabilities.

Documents

Master Customer Journey Research

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Details

HM Revenue and Customs (HMRC) commissioned qualitative research with business customers who had been in debt to HMRC to understand more about their needs and experiences.

This report examines:

  • when and how customers became aware they wouldn’t be able to meet their liabilities
  • the customer needs and actions at this time, and drivers behind their behaviours
  • the customers’ experiences of interactions with HMRC

The findings from this research will help improve HMRC’s debt process service.

Published 29 November 2018