Research and analysis

Measuring customer experience: Customers find HMRC straightforward to deal with

This working paper explains how customer experience is measured using information from the HMRC Customer Survey

Document

HM Revenue and Customs Working Paper 14: Measuring customer experience - Customers find HMRC straightforward to deal with

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Detail

HM Revenue and Customs Working Paper 14: Measuring customer experience - Customers find HMRC straightforward to deal with

The customer experience measure is derived from the HMRC Customer Survey which tracks perceptions of customer experience quarterly by telephone surveys across four customer groups:

  • Personal Tax
  • Benefits and Credits
  • Small and Medium sized Enterprises (SME Businesses)
  • Financial Agents

With the exception of large businesses, who are surveyed separately, these represent HMRC’s main customer groups.

The customer experience measure for the 2010 spending review period is ‘customers find us straightforward to deal with’.

The Straightforward customer experience measure is a composite score of four experience dimensions:

  • How easy was it to understand what you had to do?
  • How easy was it to complete the processes?
  • How easy was it to get in touch?
  • How good were HMRC at getting things right?

Each of the four dimensions was chosen because of their association with delivering a straightforward experience of dealing with the tax system.