HMRC: Customer Survey 2008-2010

Background and method

The Customer Survey was redesigned in 2008 as the cornerstone of a programme of research, providing the insight necessary for HMRC to transform itself further into an organisation that puts customers at the heart of everything it does. The key aim of the survey is to track changes in customer perceptions of HMRC and of the experience of dealing with the Department for each of three main customer groups (individuals, SME businesses and financial agents). Over 26,000 interviews are conducted each year, using a random sample of customers, with interviews taking place each quarter by telephone.

This report sets out the results for the first two years of data collection, with a focus on changes in the second year (April 2009 to March 2010), compared with the first year (2008/2009). Where figures are given just from one year, these are from the second year of the survey (unless otherwise stated).

TNS-BMRB provides knowledge that helps Government, the private sector and the Third Sector plan and care for society. Our expertise includes the provision of national statistics, public policy analysis, public service performance measurement and improvement, and communications evaluation. We map and measure values, attitudes and behaviours across society, to explore how Britain is changing. Our work informs policy makers across national and local Government at the highest level.

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