19-20.CSG.5 Understanding customer perceptions of communications

This research will involve undertaking in-depth interviews with recipients of communications relating to owing a debt to HMRC and declaring let property income to HMRC. The overall aim of the research is to gather evidence and customer insight to help HMRC to improve the quality and impact of communications campaigns. Participants will be shown specific messages and letters and interviews will explore the clarity of the messages and customer responses to them.