HMRC satisfaction survey

HMRC satisfaction survey - choosing yes or no

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When I call HMRC I am offered to take part in a satisfaction survey by answering yes or no.

Interestingly, sometimes when I select "no", the call can result in my being cut-off as HMRC are apparently "too busy to take your call right now...".

Always it seems, when I select "yes", I end up in the wait queue (and the god-awful musak) to speak to an agent.

I might be being cynical but I suspect there is logic in their telephone system to avoid the most negative reviews from their system being totally overloaded.

-in which case their service statistics becomes "damn lies..."

Anybody else think this?

Replies (12)

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By David Ex
24th Jun 2024 16:16

That’s customer service questionnaires for you.

My favourite is “Did we meet your expectations?”. To which the answer is often “Sadly, yes”. That would certainly be the case for HMRC.

Thanks (4)
Replying to David Ex:
By Paul Crowley
24th Jun 2024 18:07

Good one.

Thanks (0)
Replying to David Ex:
By accountaholic
24th Jun 2024 21:28

Excellent David, that made me laugh out loud over my dinner. One to remember next time I need an accountant joke.

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Danny Kent
By Viciuno
24th Jun 2024 16:18

I would say yes every time, but rather than just tagging it onto the end of the call, like 99% of every other pointless surveys you get asked to do, they ask for your mobile number.

They are probably hoping that most people cant be bothered entering in their number so they cut out the vast majority of the respondents who tell them the service is crap. By the time they have realised that the person on the phone isn't going to do what you've asked them to, or are not trained to do so, it's already too late to change your mind!

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By Jason Croke
24th Jun 2024 17:44

I had felt the same feeling as the OP in that selecting "no" leads to being cut off.

However, I only ever select "no" and do manage to get through most of the time, so it is more likely a case of pure coincidence than malicious intent.

Thanks (1)
By Barbara G
24th Jun 2024 18:56

I would absolutely recommend agreeing to take part in the survey. I've said so countless times on here.

The subsequent survey is a simple 30 second yes or no response to a text via your mobile phone.

The reason I would recommend, any time I have agreed, I have been put through to extremely attentive respondents who are diligent enough to sort my issues to the very best of their ability. I am convinced those who select "yes" to agree to the survey are screened and directed to a different department.

When the survey comes through on your phone (which is sometimes a day or two later. So if you phone HMRC often, you can't remember which query the survey is about) you can just ignore it and delete it if you don't want to take part.

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Replying to Barbara G:
By FactChecker
24th Jun 2024 20:16

Aah, but they may be building a database of their 'customers' who break promises and so can be labelled unreliable ... to be auto-directed in the future to the longest queue and then kept on hold for 59 minutes before cutting you off! :~|

Thanks (1)
By Dougscott
24th Jun 2024 21:36

shouldn't it be called a dissatisfaction survey?

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By mbee1
25th Jun 2024 08:27

I usually say "yes" then give them the worst possible mark available.

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Ivor Windybottom
By Ivor Windybottom
25th Jun 2024 09:24

Is the shopping voucher you get from answering the HMRC survey taxable?

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Johny Fartpants Picture
By johnny fartpants
25th Jun 2024 18:55

I also hate the stupid survey you are forced to complete when you log out of your Agent's Gateway account. Every time you log out.

Does anyone else (like me) give the most negative answer available for every question and put "Wibble" in the comments section?

I find that most of HMRC's statistics are completely fabricated to make their services appear better than they really are. One the phone helplines, "We are awfully busy right now, yesterday's average wait times were 30 minutes". As if!!

Thanks (1)
Replying to johnny fartpants:
By FactChecker
25th Jun 2024 19:51

The 2 most common forms of bias in HMRC's type of statistics relate to 'collection skew' and 'response bias' ... which in the case of their Helpline 'surveys' have been estimated to give an overall 1 in 3 bias factor.

In plain English, this means (however much they try to spin the stats) that:
1. Any claimed 'satisfaction' of under 70% (which is not unheard of), actually means a majority were dissatisfied;
2. Since the data is, by definition, only collected from those who manage to have a conversation - if those who were unable to get through were included ...

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