Research and analysis
Understanding perceptions of the statutory review process
Research to gain insight into customers’ and tax agents’ knowledge and perceptions of specific areas of the statutory review process, to inform future improvements.
Documents
Details
HM Revenue and Customs (HMRC) commissioned research agency Ipsos MORI to conduct this research, which involved interviews with 45 customers and 15 tax agents. The interviews explored customers’ and tax agents’ knowledge and perceptions of specific areas of the statutory review process.
The research findings will inform how to improve customer experience during the reviews and appeals process.