Research and analysis

Research exploring a digital approach to communications

Qualitative research exploring customers’ views on receiving digital communications from HM Revenue and Customs (HMRC).

• From: HM Revenue & Customs
• Published: 9 July 2026

Documents

Research to explore perceptions of a digital by design communication approach

Ref: HMRC research report: 869

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Details

The research aimed to explore customers views of a ‘digital by design’ approach to communications by HM Revenue and Customs (HMRC). It involved qualitative research conducted across two stages with a total of 66 customers. The research explored views on digital communications. Fieldwork was conducted between March 2023 and April 2023.

The findings informed decisions to support the design of digital communications and HMRC’s channel strategy.

Published 9 July 2026