Research and analysis

Research with customers whose payment required manual allocation

Research with customers whose payment required manual allocation by HMRC.

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HM Revenue and Customs (HMRC) commissioned independent research agency, Kantar Public, to conduct qualitative interviews with customers who have made a payment to HMRC which has failed automatic allocation and therefore had to be manually allocated.

The research aimed to understand the customer journey to making a payment that fails automatic allocation, explore why they chose the payment method they did, and finally to explore what HMRC could do to encourage customers to use authenticated payment methods, and provide the correct information with their payment.

The research consisted of 50 interviews completed via zoom or telephone with customers who had made a payment to HMRC in the last twelve months that required manual allocation. The fieldwork took place between January and February 2023.

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Published 20 July 2023

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