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.


Master Customer Journey Research

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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