Research and analysis

SME Customer Journey Mapping

Understanding Small and Medium Enterprise (SME) business life events.



Research was carried out to understand:

  • the key life events and activities that SMEs experience
  • how these relate to tax
  • what opportunities there are for the improvement of HM Revenue and Customs (HMRC) services by more closely aligning them to business lifecycles

The research has given us a better understanding of the life events businesses experience, their relationship with tax and the opportunities within these events for improving HMRC services.

A review of the existing literature, supported by 44 qualitative interviews and 4 case studies to test and fill gaps, was carried out between January and June 2014. This has helped us to refine the Small Business strategy to better support all businesses wherever they are in their lifecycle.