How do customers' experiences in the lifecycle of their engagement with HMRC impact their behaviour (channel use, timely payment, compliance)? For example, how does channel preference differ depending on the nature of the customer’s query? What else impacts a customer’s channel choice, and therefore which channels HMRC should offer customers to make it easy to get tax right (including tax compliance)?

Background

As part of HMRC’s vision to be a trusted, modern tax and customs department, our strategy is to deliver more of what our customers need through digital services whilst retaining advisor-led services for those who need them, for example those who need assistance to use our digital services, are digitally excluded, vulnerable or have complex tax affairs. Research would consider how we deliver this modernisation effectively to improve customer experience, building on existing evidence and research to understand customer needs, preferences and behaviour.