Question group

Modernisation and Reform- Channel use - End to end customer journey

Questions in this group:

Modernisation and Reform- Channel use - End to end customer journey 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)? HMRC, 2024

See details

1