Findings from the 2014 tax credits panel study looking at customer understanding and experience of the tax credits system, digital services and the transition to Universal Credit.
This report covers findings from the latest wave of the Panel Study, focusing on three main areas:
- Current and future digital services
- Tax credits customers’ understanding of the tax credits system
- Tax credits customers’ experiences of the system
The study involved 1,020 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.