Research and analysis
Understanding customer perceptions of HMRC communications
This research explored customer responses to a set of HM Revenue and Customs test letters.
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Details
This research, conducted by the research agency Ipsos MORI, was based on 40 qualitative in-depth interviews with recipients of previous HMRC communications.
Participants were shown a set of hypothetical test letters – on undeclared let property income and debt - and asked for their responses.
The findings of this report cover:
- customer responses and views on the tone used in the test letters, as well as the key messages they contained
- the layouts and formats that customers thought presented messages most clearly