Corporate report

HMRC monthly performance report: September 2022

Published 3 November 2022

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This publication is available at /government/publications/hmrc-monthly-performance-report-september-2022/hmrc-monthly-performance-report-september-2022

These figures show our main customer service performance indicators for 2022 to 2023, which are about:

  • how satisfied our customers are with our services

  • how we바카라 사이트™re helping our online customers

  • how many phone calls we answer

  • how quickly we handle their correspondence

1. At a glance

These are the figures for our customer service contact volumes and performance of our customer service performance measures. They reflect HMRC바카라 사이트™s strategic objectives that are designed to improve our resilience, effectiveness and support for taxpayers.

In line with our , we have also updated our performance framework. As a result, the 2022 to 2023 monthly performance publication now includes an additional measure. 바카라 사이트˜Once and Done바카라 사이트™ is a Yes/No question asking whether the customer was able to achieve what they needed to today. The Once and Done score represents the percentage who responded 바카라 사이트˜Yes바카라 사이트™. Definitions of all measures can be found in the analytical annex in the data tables.

1.1 Contact volumes

Note: demand for our customer services may vary significantly between months due to the seasonal nature of revenue and customs administration.

Current month Year-to-date since April 2022 Compared to year-to-date 2021-22
Webchats 38,371 241,198 958,339
Calls received 3,031,464 18,872,400 18,382,085
Correspondence, of which: 1,950,948 11,599,465 9,747,607
iForms received 269,806 1,480,455 1,191,233
Post received [1] 1,681,142 10,119,010 8,556,374

Notes

  1. Post is not always categorised on our live system immediately, meaning that numbers may be revised in subsequent monthly reports.

1.2 Performance

Current month Year-to-date since April 2022
Customer satisfaction with phone, webchat and digital services (%) 79.5% 80.6%
Net Easy 바카라 사이트“ phone, webchat and digital services 60.2 62.9
Webchat adviser attempts handled (%) 95.5% 95.1%
Telephony adviser attempts handled (%) 76.5% 75.0%
Once and Done (%) - phone, webchat and digital services (%) 84.3% 85.4%
Customer correspondence (iForms and post) cleared within 15 days of receipt (%) [1] 76.0% 69.9%

The 2022 to 2023 figures are subject to revision and audit. Final full-year performance figures will be published in our annual report and accounts.

2. Customer satisfaction with phone, webchat and digital services

The percentage of customers who were either 바카라 사이트˜satisfied바카라 사이트™ or 바카라 사이트˜very satisfied바카라 사이트™ with our phone, webchat and digital services was:

79.5%

This graph shows our in-month and year-to-date phone, webchat and digital customer satisfaction in 2022 to 2023 바카라 사이트“ the data used to create this graph is available in a table after this image.

Customers 바카라 사이트˜satisfied바카라 사이트™ or 바카라 사이트˜very satisfied바카라 사이트™ with our phone, webchat and digital services (%)

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Monthly 80.1 81.1 82.3 81.5 79.0 79.5            
Year-to-date 80.1 80.5 81.1 81.2 80.8 80.6            

3. Net Easy 바카라 사이트“ phone, webchat and digital services

Our Net Easy score this month was:

60.2%

This figure represents the percentage of positive responses minus the percentage of negative responses to our customer surveys. Customers were asked 바카라 사이트˜how easy was it to deal with us today?바카라 사이트™ A positive response is those who said 바카라 사이트˜easy바카라 사이트™ or 바카라 사이트˜very easy바카라 사이트™. A negative response is those who said 바카라 사이트˜hard바카라 사이트™ or 바카라 사이트˜very hard바카라 사이트™. The measure is an index that ranges from 100 (all positive responses) to -100 (all negative responses).

This graph shows our in-month and year-to-date Net Easy score in 2022 to 2023 바카라 사이트“ the data used to create this graph is available in a table after this image.

Net Easy of phone, webchat and digital channels

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Monthly 62.1 63.6 66.2 64.3 59.7 60.2            
Year-to-date 62.1 62.8 63.9 64.0 63.3 62.9            

4. Webchat

We received more than 38,000 webchats. The proportion we handled was:

95.5%

This graph shows our in-month and year-to-date number of adviser attempts handled in 2022 to 2023 바카라 사이트“ the data used to create this graph is available in a table after this image.

Webchats handled (%)

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Monthly 95.0 94.6 95.2 95.1 95.2 95.5            
Year-to-date 95.0 94.8 94.9 95.0 95.0 95.1            

5. Phones

We aim for a consistent service across our phone helplines. We received more than 3 million calls this month, more than 2.3 million callers requested to speak to an adviser of which we answered:

76.0%

This graph shows our in-month and year-to-date number of adviser attempts handled in 2022 to 2023 바카라 사이트“ the data used to create this graph is available in a table after this image.

Telephony adviser attempts handled (%)

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Monthly 61.4 59.3 71.5 72.7 78.7 76.5            
Year-to-date 61.4 60.5 63.5 65.9 68.1 75.0            

6. Correspondence

We received around 1.9 million iForms and items of post, of which 1.2 million required a response. The proportion we turned around within 15 days was:

76.0%

This graph shows the in-month and year-to-date percentage of correspondence turned around within 15 working days in 2022 to 2023 바카라 사이트“ the data used to create this graph is available in a table after this image.

Correspondence turned around within 15 working days (%)

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Monthly 61.4 59.3 71.5 72.7 78.7 76.0            
Year-to-date 61.4 60.5 63.5 65.9 68.1 69.9            

7. Once and Done

A Yes/No question asking whether the customer was able to achieve what they needed to today. The Once and Done score represents the percentage who responded 바카라 사이트˜Yes바카라 사이트™. The possible scores range from 0 to 100%.

84.3%

This graph shows the in-month and year-to-date percentage who responded 바카라 사이트˜Yes바카라 사이트™ in 2022 to 2023 바카라 사이트“ the data used to create this graph is available in a table after this image.

Once and Done 바카라 사이트“ Positive Responses (%)

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Monthly 84.7 85.8 86.8 86.3 83.8 84.3            
Year-to-date 84.7 85.2 85.7 85.9 85.5 85.4            
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