Revenue and Customs: Surveys

Treasury written question – answered on 25th January 2010.

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Photo of Ian Liddell-Grainger Ian Liddell-Grainger Conservative, Bridgwater

To ask the Chancellor of the Exchequer what the outcomes were of the HM Revenue and Customs (a) Customer Journeys Individuals (two phases) and (b) Complaints Tracking Research (three phases) survey completed since 2006.

Photo of Stephen Timms Stephen Timms Parliamentary Under-Secretary (Department for Business, Innovation and Skills) (Digital Britain) (also HM Treasury), Financial Secretary (HM Treasury) (also in the Department for Business, Innovation and Skills)

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.

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