Research and analysis

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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Details

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.

Updates to this page

Published 10 December 2010

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