Research and analysis
HMRC Annual Perceptions Tracking Research 2021
This report describes the main findings from HMRC's annual perceptions research.
Documents
Details
HM Revenue and Customs (HMRC) uses the results of the Annual Perceptions Tracker research to inform HMRC’s communications approach and to inform internal stakeholders working on a number of delivery programmes, by understanding where the general public thinks the department is performing well and in what areas it still has work to do.
The report examines the general public’s:
- understanding of HMRC’s role
- perception of reputational factors such as trust and good customer experience