Research with customers who struggle to engage with HMRC communications
Qualitative research exploring ways of improving HMRC communications relating to Making Tax Digital for Income Tax.
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Making Tax Digital for Income Tax is a new way of reporting income and expenses for sole traders and landlords.
Under the new way of reporting, sole traders and landlords will use compatible software that enables them to:
- create and store digital records of their business income and expenses
- send quarterly updates to HMRC
- submit a tax return and pay tax due by 31 January the following year
HM Revenue and Customs (HMRC) communications campaigns will use multiple channels to raise awareness of the change. However, some customers who don’t pay attention to, or struggle to engage with, traditional communications from HMRC may not realise that the change is happening. They may fail to take action at the appropriate time.
HMRC commissioned Verian to carry out qualitative research in order to explore:
- the barriers that certain customers face which might lead them to not pay attention to, or struggle to engage with, HMRC’s traditional communications
- the most effective communication styles, methods and channels to ensure they are made aware of Making Tax Digital for Income Tax and take action
All fieldwork took place between 16 February and 3 April 2024.