The Large Business Customer Survey 2020
Research into large businesses' experiences of dealing with HMRC, their views on administration of tax policy and wider influences on their attitudes to tax.
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In 2020, HMRC commissioned IFF Research Ltd to conduct the annual Large Business Survey with large businesses overseen by the Large Business Directorate (LBD) within HMRC. The aims of the research were to evaluate whether HMRC’s processes are delivering the intended customer experience from a large business perspective and to maintain an in-depth knowledge of how the department’s relationship with large businesses changes over time.
The research comprised of a telephone survey with a representative sample of 564 large businesses, and follow-up interviews with 31 of these businesses to examine particular issues in more depth.
The survey looked at:
• large businesses’ experiences of dealing with HMRC
• opinions regarding the administration of current tax policy
• influences on attitudes and decision-making in relation to tax