Research and analysis

Understanding customer perceptions of HMRC communications

This research explored customer responses to a set of HM Revenue and Customs test letters.

From:
HM Revenue & Customs
Published
8 February 2021

Documents

Understanding Customer Perceptions of HMRC Communications Research Report

Ref: HMRC Research Report: 606

PDF, 1010 KB, 43 pages

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

Updates to this page

Published 8 February 2021

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