Corporate report

HMRC monthly performance report: September 2022

Published 3 November 2022

These figures show our main customer service performance indicators for 2022 to 2023, which are about:

• how satisfied our customers are with our services

• how we’re helping our online customers

• how many phone calls we answer

• how quickly we handle their correspondence

1. At a glance

These are the figures for our customer service contact volumes and performance of our customer service performance measures. They reflect HMRC’s strategic objectives that are designed to improve our resilience, effectiveness and support for taxpayers.

In line with our Spending Review settlement, we have also updated our performance framework. As a result, the 2022 to 2023 monthly performance publication now includes an additional measure. ‘Once and Done’ is a Yes/No question asking whether the customer was able to achieve what they needed to today. The Once and Done score represents the percentage who responded ‘Yes’. Definitions of all measures can be found in the analytical annex in the data tables.

1.1 Contact volumes

Note: demand for our customer services may vary significantly between months due to the seasonal nature of revenue and customs administration.

	Current month	Year-to-date since April 2022	Compared to year-to-date 2021-22
Webchats	38,371	241,198	958,339
Calls received	3,031,464	18,872,400	18,382,085
Correspondence, of which:	1,950,948	11,599,465	9,747,607
iForms received	269,806	1,480,455	1,191,233
Post received [1]	1,681,142	10,119,010	8,556,374

Notes

1. Post is not always categorised on our live system immediately, meaning that numbers may be revised in subsequent monthly reports.

1.2 Performance

	Current month	Year-to-date since April 2022
Customer satisfaction with phone, webchat and digital services (%)	79.5%	80.6%
Net Easy – phone, webchat and digital services	60.2	62.9
Webchat adviser attempts handled (%)	95.5%	95.1%
Telephony adviser attempts handled (%)	76.5%	75.0%
Once and Done (%) - phone, webchat and digital services (%)	84.3%	85.4%
Customer correspondence (iForms and post) cleared within 15 days of receipt (%) [1]	76.0%	69.9%

The 2022 to 2023 figures are subject to revision and audit. Final full-year performance figures will be published in our annual report and accounts.

2. Customer satisfaction with phone, webchat and digital services

The percentage of customers who were either ‘satisfied’ or ‘very satisfied’ with our phone, webchat and digital services was:

79.5%

This graph shows our in-month and year-to-date phone, webchat and digital customer satisfaction in 2022 to 2023 – the data used to create this graph is available in a table after this image.

Customers ‘satisfied’ or ‘very satisfied’ with our phone, webchat and digital services (%)

	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec	Jan	Feb	Mar
Monthly	80.1	81.1	82.3	81.5	79.0	79.5
Year-to-date	80.1	80.5	81.1	81.2	80.8	80.6

3. Net Easy – phone, webchat and digital services

Our Net Easy score this month was:

60.2%

This figure represents the percentage of positive responses minus the percentage of negative responses to our customer surveys. Customers were asked ‘how easy was it to deal with us today?’ A positive response is those who said ‘easy’ or ‘very easy’. A negative response is those who said ‘hard’ or ‘very hard’. The measure is an index that ranges from 100 (all positive responses) to -100 (all negative responses).

This graph shows our in-month and year-to-date Net Easy score in 2022 to 2023 – the data used to create this graph is available in a table after this image.

Net Easy of phone, webchat and digital channels

	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec	Jan	Feb	Mar
Monthly	62.1	63.6	66.2	64.3	59.7	60.2
Year-to-date	62.1	62.8	63.9	64.0	63.3	62.9

4. Webchat

We received more than 38,000 webchats. The proportion we handled was:

95.5%

This graph shows our in-month and year-to-date number of adviser attempts handled in 2022 to 2023 – the data used to create this graph is available in a table after this image.

Webchats handled (%)

	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec	Jan	Feb	Mar
Monthly	95.0	94.6	95.2	95.1	95.2	95.5
Year-to-date	95.0	94.8	94.9	95.0	95.0	95.1

5. Phones

We aim for a consistent service across our phone helplines. We received more than 3 million calls this month, more than 2.3 million callers requested to speak to an adviser of which we answered:

76.0%

This graph shows our in-month and year-to-date number of adviser attempts handled in 2022 to 2023 – the data used to create this graph is available in a table after this image.

Telephony adviser attempts handled (%)

	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec	Jan	Feb	Mar
Monthly	61.4	59.3	71.5	72.7	78.7	76.5
Year-to-date	61.4	60.5	63.5	65.9	68.1	75.0

6. Correspondence

We received around 1.9 million iForms and items of post, of which 1.2 million required a response. The proportion we turned around within 15 days was:

76.0%

This graph shows the in-month and year-to-date percentage of correspondence turned around within 15 working days in 2022 to 2023 – the data used to create this graph is available in a table after this image.

Correspondence turned around within 15 working days (%)

	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec	Jan	Feb	Mar
Monthly	61.4	59.3	71.5	72.7	78.7	76.0
Year-to-date	61.4	60.5	63.5	65.9	68.1	69.9

7. Once and Done

A Yes/No question asking whether the customer was able to achieve what they needed to today. The Once and Done score represents the percentage who responded ‘Yes’. The possible scores range from 0 to 100%.

84.3%

This graph shows the in-month and year-to-date percentage who responded ‘Yes’ in 2022 to 2023 – the data used to create this graph is available in a table after this image.

Once and Done – Positive Responses (%)

	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec	Jan	Feb	Mar
Monthly	84.7	85.8	86.8	86.3	83.8	84.3
Year-to-date	84.7	85.2	85.7	85.9	85.5	85.4