Measuring the customer experience that the tax system is simple and even-handed
This working note explains how customer experience is measured using information from HMRC Customer Surveys.
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HM Revenue and Customs Working Paper 11: Measuring the customer experience that the tax system is simple and even-handed
»Ê¹ÚÌåÓýapp customer experience measure is drawn from perceptions of customer experience captured quarterly by telephone surveys across three customer groups:
- Individuals
- SME businesses
- financial agents
With the exception of large business, these represent HMRC’s main customer groups.
»Ê¹ÚÌåÓýapp customer experience (of the tax system as simple) measure is based upon the positive views of customers to a subset of four experience dimensions:
- ease of understanding what to do
- ease of getting in touch
- ease of completing the processes
- how good HMRC were at providing a service designed with your needs in mind
Each of the four dimensions was chosen because of their association with delivering a simple tax system.