Webchat Customer Research

Assignment under the Market Research MR130001 Agreement Contract.

This qualitative research will look to understand customers' use and experience of webchats, and consider how far this aligns with their expectations and requirements. Specifically, it will look to explore and understand: • The reasons why customers use HMRC's webchat; • How webchat fits into the customer journey; • Customer experience of HMRC's webchat, and how this compares with their expectations; • Barriers to use of webchat; and • Any connections between webchat and the Personal Tax Account.