Research with small businesses to explore their perceptions of tax administration burden
This sought to understand small business perceptions of tax administration burden and identify strategies to improve the overall customer experience.
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This research was commissioned to understand small business perceptions of tax administration burden. The core objectives of this research were to:
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understand small businesses’ perceptions of what constitutes burden in relation to tax administration, considering emotional as well as practical concerns
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explore the impact of perceived burden on the customer experience and what aspects of tax administration are the strongest drivers of this
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identify strategies for reducing perceptions of burden associated with tax administration, reduce costs to the customer of meeting their tax administration obligations, and improve the overall customer experience
This research was carried out by Kantar and involved 47 phone in-depth interviews with small business owners between August and September 2017.
For more recent research relating to business perceptions of tax admin burden please see the Administrative Burdens Advisory Board (ABAB) pages on gov.uk
For more recent research relating to small business customer experience when dealing with HMRC please see the HMRC individuals, small business and agents customer survey 2020