Survey Results ? HMRC contact centres ? what CIPP members experience

22 January 2016

During the summer of 2015 and set against the backdrop of disappointing customer service performance results, HMRC announced that £45 million was to be allocated to cover the cost of paying for the recruitment of 3,000 additional staff during 2015-16 and for allocating around 2,000 staff from other HMRC business areas.

The CIPP policy team wanted to see what impact this would have to the experiences that our members were telling us about and so they created a short survey with the intention to repeat it again 6 months later to monitor any change in member experience.

The survey will be re-run during March 2016 but in the meantime the results of the September survey which ran from 1 – 21 September 2015 can be found below.

CIPP Survey results experience of HMRC contact centres September 2015