Child Benefit EFAP non-response User Insight

Assignment under the Market Research MR130001 Agreement Contract.

HMRC is currently writing to some Child Benefit customers to ask them to confirm their eligibility. This qualitative research will look to understand customers' response to this letter. Specifically it will explore: • Customers' initial response to the letter; • What customers understand the letter to be asking them to do; • What customers' likely behaviour/response to the letter would be; and • Potential ways to promote response to HMRC.