Research and analysis

SME customer views on YouTube support products

This research sought to understand Small and Medium Enterprise (SME) customer views on YouTube support videos.

From:
HM Revenue & Customs
Published
2 September 2019

Documents

SME customer views on YouTube support products

Ref: HMRC Research Report 560

PDF, 1.78 MB, 52 pages

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Details

The delivery of digital support products is an important part of HMRC’s work to efficiently manage and improve customers’ interactions with the tax system, and YouTube videos are the fastest-growing digital support product for Small and Medium Enterprises (SMEs).

The research consisted of a survey of UK SMEs to assess the suitability of these products and better understand how customers viewed them, and their experiences of using them.

It sought to assess customer views on:

  • the quality of YouTube products
  • levels of satisfaction
  • their impact on attitudes to compliance
  • their relative value against other HMRC support products
  • areas for improvement
Published 2 September 2019