Research and analysis

Measuring the customer experience that the tax system is simple and even-handed

This working note explains how customer experience is measured using information from HMRC Customer Surveys.

Documents

HM Revenue and Customs Working Paper 11: Measuring the customer experience that the tax system is simple and even-handed

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Details

HM Revenue and Customs Working Paper 11: Measuring the customer experience that the tax system is simple and even-handed

The customer experience measure is drawn from perceptions of customer experience captured quarterly by telephone surveys across three customer groups:

  • Individuals
  • SME businesses
  • financial agents

With the exception of large business, these represent HMRC’s main customer groups.

The customer experience (of the tax system as simple) measure is based upon the positive views of customers to a subset of four experience dimensions:

  • ease of understanding what to do
  • ease of getting in touch
  • ease of completing the processes
  • how good HMRC were at providing a service designed with your needs in mind

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

Published 10 December 2010