HMRC Customer Survey results

09 September 2014

HMRC have issued two useful reports on customer perceptions of their service, a general report comparing results over the past six years and a more specific survey into views about their contact centres.

The first report provides summaries of the changing experience of customers, and the way in which their view of HMRC’s reputation has changed.


The separate survey into the performance of contact centres reveals some improvement over the previous year. The research also shows that the two key areas for improvement if these scores are to improve further are

· getting things right the first time, and

· ease of getting in touch