Research and analysis

Understanding the experience of online tax account users

This research aimed to understand the experiences of customers using HMRC’s business and personal tax accounts.

From:
HM Revenue & Customs
Published
29 August 2019

Documents

Understanding the experience of online tax account users

Ref: HMRC Research Report 561

PDF, 510 KB, 22 pages

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Details

The Business and Personal Tax Accounts are the main online platforms through which businesses and individuals access and use HMRC’s digital services.

Most HMRC customers fall neatly into one account type. However, some individuals are also business owners and are therefore users of a business account. This research explored the usage and preferences of HMRC digital services by this customer group.

Published 29 August 2019