03 November 2023
A monthly summary has been released about how HM revenue and Customs (HMRC) has performed against its targets.
Below are some of the summary points outlined in the September 2023 report:
- 78.0% of customers were either ‘satisfied’ or ‘very satisfied’ with the phone, webchat and digital services
- net easy – phone, webchat and digital services score was 58.5
- HMRC received more than 85,000 webchats, the proportion handled was 96.5%
- HMRC received more than 3.1 million calls, and around 2 million callers requested to speak to an adviser, of which 70.0% were answered
- HMRC received around 2 million iForms and items of post, of which around 1.6 million required a response. The proportion turned around within 15 days was 75.4%
- correspondence cleared in 40 working days - the proportion turned around within 40 days was 82.9%
- a yes / no question asking whether the customer was able to achieve what they needed to today – this was 83.2%. The once and done score represents the percentage who responded ‘yes’.
A detailed breakdown of HMRC’s performance data is held in the quarterly performance updates. The annual reports and accounts set out HMRC’s past performance.
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