Research and analysis

Tax credits customer survey and digital renewals evaluation

Research exploring tax credits customers’ experiences, particularly of digital services and the move towards Universal Credit.

• From: HM Revenue & Customs
• Published: 2 September 2019

Documents

Tax credits customer survey and digital renewals evaluation

Ref: HMRC Research Report 408

PDF, 2.17 MB, 99 pages

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Details

HM Revenue and Customs (HMRC) commissioned this research to develop an up-to-date understanding of tax credits customers’ general experiences, behaviours and attitudes, as well as their preparedness for the move towards Universal Credit. Of particular interest were customers’ experiences of the digital channel and online renewal process.

IFF Research conducted 1,336 phone interviews with tax credits customers who had been claiming tax credits in August 2015.

Published 2 September 2019