Research into the effortless proposition to individual customers

This qualitative research will take a two stage approach to firstly understand how customers would define an effortless service, and whether this is something that they would want to experience from HMRC. Should the findings show that customers do want an effortless service, HMRC will run a second stage which will test 'effortless' concepts and prototypes with customers to understand how HMRC might be able to practically apply 'effortless' into the services that we provide.