Research and analysis
tCCM Evaluation Qualitative Research
HM Revenue and Customs (HMRC) commissioned Ipsos to evaluate the temporary Customer Compliance Manager (tCCM) model.
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Details
The research was conducted between November 2022 and February 2023 and consisted of 27 in-depth interviews with mid-sized businesses (MSBs) and tax agents.
The MSB Customer Survey 2021 highlighted that there was particular interest in improving the experiences of MSBs interacting with HMRC. For this purpose, a tCCM model was developed to support this customer group.
The research assessed the impact of the model on customer experience, the model’s impact on businesses’ perceptions of HMRC, and scope for improvement to the model.
Published 21 September 2023