Research and analysis

Personal tax: improving customers experience of dealing with HMRC

Report on improving Personal tax customers' experience of dealing with HM Revenue and Customs.


Report on improving Personal Tax customers' experience of dealing with HMRC

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This research report presents findings from a qualitative study with individual taxpayers to explore the key drivers of satisfaction and dissatisfaction with their experience of contacting HM Revenue and Customs through a range of channels.

Published 24 January 2013