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HMRC Customer Survey 2014

HMRC Customer Survey 2014

A couple of weeks ago I received a letter from HM Revenue & Customs, KAI Project Group, Customer Survey Team.

It reads:

I am writing to ask for your help in a very important study the HM Revenue & Customs is carrying out. The aim of the study is to help us to provide a high quality service that enables out customers to understand and meet their tax oblgations and their entitlements.

We have appointed an independent research company, TNS BMRB, to contact a random sample of our customers to find out what they think of the service we provide. For example, were the forms and processes clear, and did you find it easy or difficult to contact us?

Representatives from TNS BMRB will be making telephone calls over the next few weeks. If they contact you we hope that you will be able to spare some time to take part in the survey. None of the questions will ask for details of your personal or organisation's tax affairs and TNS BMRB will not give us the names of those interviewed.

The letter does continue saying I could contact them for more information or opt not to participate.

I cannot tell from the letter as such as to if this is a survey of self assessment taxpayers or of tax agents. I got the phone call today and I was able to postpone the survey for a couple of weeks. It appears that they were targetting me as a tax agent rather than as a taxpayer.

So has any other tax agent received such a letter and participated in the survey. If so, what was involved in the survey?

Should I be concerned that I have been selected for this survey?

Replies

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13th Feb 2014 14:58

Either way you have to admire their brass neck. Do you think honest opinions will be included in the statistics or just what they want to hear

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13th Feb 2014 15:50

I was surveyed 6 months ago

I gave HMRC 3 out of 10 overall.  If the survey was today, due to the avoidable but imploding RTI fisaco it would be 2.

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By Flash Gordon
13th Feb 2014 15:53

@ mr mischief

Were you rounding up and giving them 2 marks for pretending to care?!!

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13th Feb 2014 15:57

Is one of the 2 getting your telephone number right?

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13th Feb 2014 15:57

I have done a couple of these in the past, a few years ago now, mostly used them as an opportunity to have a rant about HMRC poor service, not that the poor people conducting the survey had any idea what I was talking about and they certainly couldn't understand why the snorts of derision at some of the questions! It's the usual sort of customer satisfaction survey where you have to rank parts of the service, takes about 10-15 minutes if I recall correctly.

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14th Feb 2014 11:29

Thanks for letting me know

seventax wrote:

I have done a couple of these in the past, a few years ago now, mostly used them as an opportunity to have a rant about HMRC poor service, not that the poor people conducting the survey had any idea what I was talking about and they certainly couldn't understand why the snorts of derision at some of the questions! It's the usual sort of customer satisfaction survey where you have to rank parts of the service, takes about 10-15 minutes if I recall correctly.

 

Thanks for your reply

 

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