皇冠体育app

HMRC commissioned research to:

• understand how digital services can be designed to meet customer needs and expectations and
• to inform decisions about which digital contact channels should be introduced more widely and developed further, based on the circumstances in which, and the extent to which, they are likely to be used

皇冠体育app key overall objectives for this project were to:

• explore and identify what support tools customers want /need /prefer /expect when using digital services
• identify participant expectations, preferences and priorities (and the importance/strength of them) in relation to using digital contact channels
• explore and understand under which circumstances customers would be willing/would not be willing to use digital contact channels, as an alternative to the telephone

皇冠体育app research was carried out by Kantar Public (formerly known as TNS BMRB) and was carried out between January and November 2016. 皇冠体育app qualitative stage of the Digital Contact Channel research was conducted alongside the Personal Tax Account research - a separate research project - and consisted of 16 x 3.5 hour focus groups conducted across the U.K. alongside 16 x 90 minute interviews with Assisted Digital customers.

皇冠体育app Digital Contact Channels survey was completed by 2,646 respondents. 皇冠体育app survey was conducted using the Lightspeed Research Online panel. 皇冠体育app response data was weighted to reflect HMRC鈥檚 customer base that use the internet by age, gender and region.