Research and analysis

Evaluation of the Impact of Business Rates Appeals Reform on customer experience

How customers are experiencing and interacting with Check, Challenge, Appeal (CCA).

• From: Valuation Office Agency
• Published: 27 October 2020

Documents

CCA impact on customer experience - report

PDF, 1.63 MB, 55 pages

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CCA impact on customer experience - annex

PDF, 481 KB, 19 pages

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Check, Challenge, Appeal - Using customer research to further improve the system

PDF, 361 KB, 8 pages

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Details

An independent report based on quantitative and qualitative research carried out both before and after the introduction of Check, Challenge, Appeal (CCA).

Accompanying this is an update on how the VOA is continuing make improvements to CCA.

Published 27 October 2020