Research and analysis

Webchat Customer Research

Research to understand the customer experience and expectations of HMRC’s webchat service, and explore potential barriers to its use.


HMRC Webchat Customer Research

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HMRC webchat is a secure online service allowing customers to speak to advisers in real time.

This report contains findings from qualitative research conducted with a sample of 18 customers who had recently used HMRC’s webchat, and 14 customers who had never used the service, and included individuals, businesses and tax agents. The research was undertaken by Ipsos MORI Social Research Institute, on behalf of HMRC.

We undertook this research to help us understand the customer use and experience of webchat, and consider how far this aligned with expectations and requirements.

Published 29 September 2017