Research and analysis

Individuals Customer Experience and Perceptions Survey 2024

This report describes the main findings from the department's 2024 customer surveys with Individuals.

From:
HM Revenue & Customs
Published
17 July 2025

Documents

Individuals Customer Experience and Perceptions Survey 2024

Ref: HMRC Research Report Number 830

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Ref: HMRC Research report number 830

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Ref: HMRC Research report number 830

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Details

The Individuals Customer Experience and Perceptions Survey supports HMRC鈥檚 customer-centric business strategy.

The annual survey covers a broad range of measures, focusing on the areas that our analysis shows are the priorities for聽HMRC鈥檚 customers. The Individuals customer experience and perceptions survey aims to:

  • understand and track changes in overall customer experience over time
  • understand and track changes in overall perceptions of HMRC over time
  • help HMRC identify where to target effort to improve customer experience and service

This report presents the results from the 2024 annual survey for the Individuals customer group.

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Published 17 July 2025

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