The Customer journeys research is designed to help HM Revenue and Customs (HMRC) understand interactions from the customer perspective The information and data from this research are used in analysis of our processes. A summary of this research is due to be published in line with HMRC's publication policy.
The Complaints Tracking Research is a rolling survey of customers whose complaints have been finalised. The survey measures customer satisfaction with HMRC's complaints handling procedures and the information is used to improve the handling of complaints. A summary of the research is due to be published in line with HMRC's publication policy.