Research and analysis

HMRC individuals, small business and agents customer survey 2020

This report describes the main findings from the department's 2020 customer survey.

Documents

Individuals, Small Business and Agents Customer Survey 2020

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Individuals, Small Business and Agents Customer Survey 2020

Individuals, Small Business and Agents Customer Survey 2020 - technical annex

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If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Individuals, Small Business and Agents Customer Survey 2020 - technical annex

Details

The individuals, small business and agents customer survey supports HMRC’s customer-centric business strategy.

The annual survey covers a broad range of measures, focusing on the areas that our analysis shows are the priorities for HMRC’s customers.

The survey measures customers’ experience of interacting with HMRC, their perceptions of compliance, and HMRC’s reputation for 3 main customer groups:

  • individuals
  • small businesses
  • financial agents

This report presents the results from the annual survey for 2020 for each customer group.

Updates to this page

Published 4 November 2021

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