HMRC research: Understanding Small and Medium Enterprises

10 November 2014

HMRC have published new research about Small and Medium Enterprises (SMEs), focussed on their customer journeys and their readiness to use digital services.

The new customer journey research was commissioned to help HMRC understand:

· the key life events and activities that SMEs experience

· how these relate to tax

· what opportunities there are for the improvement of HM Revenue and Customs (HMRC) services by more closely aligning them to business lifecycles.

The activities and lifecycles examined include payroll as well as other business processes.

At the same time a separate research exercise looked at barriers to digital engagement by SMEs and ideas for increasing customer take up.