Research and analysis

Putting Inheritance Tax online: Understanding the customer journey for Inheritance Tax

Findings from qualitative and quantitative research conducted to move IHT processes online and improve the customer experience.



The Chancellor announced in the Autumn Statement 2013 that the Inheritance Tax (IHT) service would be made available online.

The purpose of this research was to understand the current IHT process from a customer perspective and to help inform the new digital process by understanding key incentives or barriers to completion online.

The research was undertaken by Carat UK, on behalf of HM Revenue & Customs (HMRC).