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Qualitative research with settlors and agents exploring the use of trusts.
This research aimed to build understanding of the types of support and communication most likely to have a positive appeal, impact and effectiveness in supporting businesses’ transition to Making Tax Digital.
The main aim of this research was to find out tax agents’ responses to these 2 new digital services.
This research aimed to help HMRC understand small business and landlord customers’ potential engagement with Making Tax Digital (MTD).
Mixed methods research exploring customer reactions to the introduction of ‘In-year coding’ to help inform the design of the system and related communications.
Qualitative research with individuals to understand attitudes, likely behaviour and engagement with Making Tax Digital.
Research to understand customers’ current digital behaviours and attitudes and how HMRC can maximise uptake of the Personal Tax Account.
Research to understand customer preferences and attitudes towards contact channels when using digital services.
Research to understand how HMRC can address customer reassurance needs through digital rather than traditional channels.
Research to develop and understand a digital segmentation to better tailor communications and services for customers around the Personal Tax Account (PTA).
Research to understand customer needs and drivers around providing tax information by engaging them in the design of Making Tax Digital (MTD) principles.
Mixed-methods research exploring saving behaviours of the population eligible for Help to Save, and how to encourage them to open the account and regularly save.
This report describes the main findings from research in 2017 to understand public perceptions of HM Revenue and Customs.
The HMRC Customer Survey Annual Report describes the main findings from the 2016 Customer Survey.
Qualitative research exploring attitudes, behaviours and digital capability of small businesses and agents relevant to Making Tax Digital.
Research undertaken with Pay As You Earn customers and Self Assessment customers to examine their views and understanding of the tax summaries.
Research exploring small and medium-sized businesses’ use of tax agents and the decision making process surrounding this.
Research exploring any behavioural effects on tax agents after incorporating HM Revenue & Customs' risk triggers in tax return software.
A demographic segmentation of paid tax agents based on their digital needs and attitudes, and the support they will require to transition to digital.
Survey results for 2013 to 2014 - a survey of customers' experience of using HM Revenue and Customs Contact Centres.
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