CIPP Survey March 2016 ? share your experience with HMRC contact centre

10 March 2016

The CIPP Policy Team have launched a survey that will run until 31 March to gather views of recent experiences when using HMRC contact centres.

In the summer of 2015 and following increased publicity around the dissatisfaction felt by some HMRC customers when attempting to obtain advice from their helplines, HMRC announced that it would increase the number of advisors available to answer these queries.

The CIPP Policy Team wanted to assess the impact of these improvements by gathering member experiences and views in a survey as at September 2015 and then repeating the survey six months later to establish whether experiences and views had changed.

This survey will run until 31 March 2016 and is looking to identify whether member experiences and views have changed since the previous survey in September. Please only base your answers on your experience of calling an HMRC contact centre in the period between October 2015 and March 2016.

Thank you in advance for your time in completing the survey which should take approximately 5 minutes to complete.

The CIPP policy team can be contacted directly by email.

• CIPP policy and research