Research and analysis

Service delivery and attitudes to tax obligations

Research to understand whether customers’ experiences of HMRC services influence their attitudes towards their tax obligations and behaviour.

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Detail

HM Revenue and Customs’ (HMRC) strategic objectives include the aim to improve customer experience and to maximise revenue to close the tax gap. The objective of this research was to improve HMRC’s understanding of how these 2 objectives relate to each other from the perspective of its customers, whether customers’ experiences of HMRC services influence their attitudes towards their tax obligations and their behaviour.