Individuals, Small Businesses, and Agents (ISBA) Survey 2020 - follow-up into 鈥榚ase鈥� and 鈥榞etting things right鈥�
HMRC commissioned qualitative research to understand what 鈥榚ase鈥� and 鈥榞etting things right鈥� means to customers.
Documents
Details
In 2021 HM Revenue and Customs (HMRC) commissioned Kantar Public to conduct follow up research to the 2020 Individuals, Small Business and Agents Customer survey. This research sought to understand what the terms 鈥榚ase鈥� and 鈥榞etting things right鈥� mean to customers in relation to their interactions with HMRC, and how to improve in these areas.
皇冠体育app research was qualitative and involved multiple stages. 皇冠体育app first stage involved 40 in-depth telephone interviews with a mix of Individuals, Small Businesses and Agents. Six focus groups were then used to test a range of ideas to improve services which had been derived from the first stage.
皇冠体育app views in this report are the authors鈥� own and do not necessarily reflect those of HM Revenue and Customs.