1617BC02 Customer experiences and behaviours during tax credits disputes and complaints

The research would aim to better understand customer behaviours during the tax credits disputes and complaints process including any trigger points and customer support needs at different stages of the tax credits cycle from which we can develop future operational initiatives and service improvements.

This research will be conducted with tax credit customers who have experienced the tax credits complaints, disputes and/or mandatory reconsideration process

The key aims of the research are to gain insight into: • Customer journeys into disputes, complaints and/or mandatory reconsideration processes • The causes of customer dissatisfaction • What service improvements are needed • Customer support needs

Additional information: This contract was let as part of a mini-competition within the DWP Social and Economic Research Framework 2013