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.

Next steps

Get in touch with ari.mailbox@hmrc.gov.uk

Source

This question was published as part of the set of ARIs in this document:

HMRC Areas of Research Interest 2024

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Related UKRI funded projects


  • Tax Administration Research Centre

    How governments administer the tax system is an issue that affects the whole of society. The body charged with this work has responsibility for collecting taxes from citizens in such a way that voluntary compliance with ...

    Funded by: ESRC

    Why might this be relevant?

    Partially relevant as it focuses on tax administration and compliance, but does not specifically address customer behavior and channel use.