Research and analysis

HMRC's contact centre survey: 2011 to 2012 results

Research on customers experience of using HM Revenue and Customs (HMRC) contact centres.

• From: HM Revenue & Customs
• Published: 23 January 2013

Documents

HM Revenue and Customs contact centre survey 2011 to 2012

Ref: HMRC Research Report 230

PDF, 295 KB, 58 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

This research report covers result from April 2011 to March 2012. The aim of the project was to measure the experience of customers using the contact centres, in order to allow HMRC to better understand customers’ needs and work to improve their overall experience.

Published 23 January 2013