1617CTS03 Mass Market Customer Survey: Qualitative research to understand customer experience of the acceptability of the time taken to reach end results

This research with individuals, small businesses and agents aims to understand the causes, the initial expectations and priorities, behind dissatisfaction with time taken to resolve queries raised with HMRC. This was identified as a primary area for improvement following the 2015 Mass Market Customer Survey. This research is amongst customers who had reported negative experiences, and the results will be used to improve HMRC's service and customers' experience of dealing with it.

Additional information: This contract was let following a mini competition within the DWP Social and Economic Research Framework 2013