Shares and Assets Valuation customer survey 2008-09

Separate reports recording the survey results have been compiled for the following customer groups:

External Customers (111 surveys completed)
Local Compliance (27)
Large Business Service (7)
Complex Personal Tax Teams (27)
Trusts (21)
Small & Medium Enterprises (37)
IHT (25)

Summary 2008-09

2005-06 results are shown in brackets but, due to the relatively small sample sizes, comparisons should be treated with caution.

  • 92% (81%) of external customers and 92% (95%) of HM Revenue & Customs (HMRC) customers said they were satisfied or very satisfied with the overall service provided by Shares and Assets Valuation (SAV).
  • 98% (89%) of external customers said they were satisfied or very satisfied with the overall service provided by SAV on share option scheme valuations.
  • Of those who had used the SAV Helpline, 100% (85%) of external customers and 84% (95%) of HMRC customers were satisfied or very satisfied with the service provided.
  • Of those external customers who had used the Inland Revenue/HMRC website in connection with share valuation matters, 65% (55%) found the information they required and 69% (73%) said they found it easy or very easy to locate the information they required.
  • Of those HMRC customers who had used the website or Intranet in connection with share valuation matters, 73% (85%) were fairly successful or very successful in finding the required information.
  • 32% (55%) of external customers and 33% (50%) of HMRC customers had not tried to find information online.
  • 56% (43%) of HMRC customers did not know the name of their designated contact in SAV.
  • 43% (42%) of Large Business Service (LBS) customers had not heard of the SAV/LBS Working Together Protocol.

Action points

  • Both external and HMRC customers would like cases settled more quickly, as would SAV. The introduction of a new Risk Assessment process has resulted in a quicker initial response to valuation referrals. SAV continues to focus on cases that have been open for more than 18 months and expect to reduce the number of such cases in 2009-10. SAV is currently exceeding all its other time to settle targets and, in the current climate of staffing cuts, it remains to be seen whether further improvements can be delivered.
  • It is clear that an increasing number of customers are looking to the HMRC website or Intranet for guidance. SAV is developing, with the help of HMRC specialists, improvements in the way customers can access on-line information and customers will see improvements in 2009-10.
  • SAV will consider what actions can be taken to better publicise to HMRC customers the name of their designated SAV contact. SAV considers that the recent re-organisations within Local Compliance and Risk and Intelligence Service (RIS) have contributed to the uncertainty and steps have recently been taken to re-establish effective contacts.
  • SAV will continue discussions with LBS HQ in order to increase awareness of the Working Together Protocol.
  • It is clear from the number of comments made by HMRC customers that they would like to receive, from SAV, more frequent and more informative updates on progress. SAV's current policy is that all HMRC customers should not have to wait more than three months for an update. At a recent Customer Focus workshop SAV valuers were encouraged to adhere to this policy and to issue more informative updates. Customers are at liberty to request an update from their designated valuer at any time.
  • HMRC customers would like SAV to make more use of Information Notices. SAV valuers have recently undertaken awareness training in connection with the new information powers that were announced in the Finance Act 2008 and take effect from 1 April 2009. A workshop has been arranged for July 2009 to reinforce this training.
  • Several customers commented that the timing of the survey, in early January 2009 and at a busy time for tax professionals, was not helpful. SAV will ensure that any future surveys will be conducted at a more convenient time.

Questions/Comments

Please feel free to contact Steve Gamble, SAV Customer Service Manager, on 0115-9742177 or by email:

External customers to Steve Gamble
HMRC customers to Gamble, Steve (CAR Shares & Assets Valuation)