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The purpose of this qualitative research was to understand the reasons why tax credits customers made a “progress chasing call” to the tax credits helpline despite receiving a digital acknowledgement of their tax credits claim or renewal.
It also explored possible improvements to the online and SMS text message acknowledgements to reduce the number of avoidable calls.
The objectives of this study were to:
explore how customers feel about communicating with HMRC online or being contacted by SMS text message
understand how customers respond to SMS and online acknowledgements
explore the reasons for progress chasing calls
highlight areas for improvement to digital services to reduce progress chasing calls
This report contains findings from 50 depth interviews with tax credits customers who had received or used digital services and made a progress chasing call to the helpline during the 2014 renewals period.