This report covers findings from the latest wave of the Panel Study, focusing on two main areas:
- future digital services
- tax credits customers’ current understanding of the tax credits system
Appendix A also includes a chapter describing the key characteristics of tax credits customers. The study involved 987 telephone interviews with a representative sample of tax credits customers.
HM Revenue and Customs (HMRC) commissioned the first wave of the Panel Study of tax credits customers in 2008 to collect data on a sample of tax credits customers. The survey has been used to improve understanding of customers by tracking their experiences, attitudes and behaviours over time. This enables HMRC to ensure that policy and operational developments take account of customer experience.