Individuals Experience and Perceptions Survey 24-26

The contract is for the supply of research services for a mixed-method research project to gain unique insight into the experiences, interactions with and perceptions of HMRC for our Individuals customer group. It includes three annual surveys.

The survey method will utilise random probability sampling to provide HMRC with robust, objective measures of customer experience and perceptions.

Thematic coverage of the survey gives ExCom, internal and external stakeholders high-level credible evidence, supporting HMRC to identify positive experiences and areas where improvements are required strategically. Good customer experience is essential for healthy tax administration. Annual customer data enables HMRC to track progress against the Charter, our Customer Value Propositions, and Strategic Objectives, including attitudes to compliance. Capturing Individuals' perceptions of HMRC's reputation, informs tailored communication approaches that support HMRC's vision to be a trusted, modern tax and customs department.