Research and analysis

Self-Employed Income Support Scheme: understanding customer experience

This qualitative research explored the customer and agent experience of applying for the Self-Employment Income Support Scheme.

• From: HM Revenue & Customs
• Published: 13 October 2022

Documents

Self-Employment Income Support Scheme: understanding customer experience - qualitative research with customers and agents

Ref: HMRC research report 678

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Details

HM Revenue and Customs (HMRC) commissioned Ipsos to undertake qualitative research to explore customers’ and agents’ experiences of applying for the Self-Employment Income Support Scheme.

Forty in-depth interviews were conducted with customers and 15 with agents between 10 September and 23 October 2020.

The views in this report are the authors’ own and do not necessarily reflect those of HMRC.

Published 13 October 2022