Research and analysis
Research into HMRC's proposition for an increasingly effortless experience for individual customers
Research to explore what an increasingly effortless customer experience might look like for customers across various tax and benefits regimes.
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Details
HMRC commissioned research agency Kantar Public to conduct this research, which involved interviews and focus groups with individual customers. The research explored customers’ perceptions of an increasingly effortless customer experience.
The research findings will inform HMRC’s strategy for individual customers and the design of HMRC’s products and processes.