HMRC Charter performance indicators
Updated 30 July 2024
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Performance against the바카라 사이트�HMRC聽Charter is바카라 사이트痬onitored by바카라 사이트痵pecific service standards, customer surveys and other data, linked to wider聽HMRC聽performance바카라 사이트痬easures. These are바카라 사이트痵et out against each Charter standard바카라 사이트痓elow.
All statistics below are already published elsewhere and are brought together here under the Charter on 바카라 사이트 to provide greater transparency. The measures will be updated to reflect any future changes to the聽HMRC聽Performance Framework.
HMRC바카라 사이트檚 overall customer experience
Each year聽HMRC聽commissions independent customer surveys for 5 customer groups: Individuals, Small Businesses, Agents, Mid-sized Businesses and Large Businesses. These surveys provide an important source of evidence on customer experience and perceptions of the tax administration system.
The proportions of customers positively scoring their experience of interacting with聽HMRC聽in 2023 were:
- 58% of individuals (65% in 2022)
- 70% of small businesses (74% in 2022)
- 53% of mid-sized businesses (52% in 2022)
- 81% of large businesses (81% in 2022)
- 37% of agents (45% in 2022)
1. Charter聽standard: Getting things right
1.1. 搁别蝉耻濒迟蝉听蹿谤辞尘听HMRC聽customer surveys 2023
HMRC聽gets transactions right
- 59% of individuals agree (65% in 2022)
- 73% of small businesses agree (75% in 2022)
- 61% of mid-sized businesses agree (57% in 2022)
- 49% of agents agree (53% in 2022)
HMRC聽ensures all customers pay or receive the correct amounts
- 38% of individuals agree (41% in 2022)
- 51% of small businesses agree (54% in 2022)
- 68% of mid-sized businesses agree (66% in 2022)
- 48% of agents agree (50% in 2022)
HMRC聽systems prevented mistakes
- 46% of individuals agree (52% in 2022)
- 51% of small businesses agree (54% in 2022)
- 41% of mid-sized businesses agree (43% in 2022)
- 32% of agents agree (36% in 2022)
HMRC is competent in its treatment of your business
- 83% of large businesses agree (81% in 2022)
Publications
HMRC聽Individuals, Small Businesses and Agents customer survey 2023
The Mid-sized business customer survey 2023
The Large Business Customer Survey 2023
1.2. HMRC聽performance updates
| 2023 to 2024 | 2022 to 2023 | |
|---|---|---|
| Customer Satisfaction with phone, webchat and digital | 78.6% | 79.2% |
| Number of complaints received | 92,206 | 91,217 |
Publication
HMRC聽annual report and accounts: 2023 to 2024
2. Charter standard: Making things easy
2.1. 搁别蝉耻濒迟蝉听蹿谤辞尘听HMRC聽customer surveys 2023
Ease of dealing with tax issues
- 52% of individuals agree (57% in 2022)
- 70% of small businesses agree (73% in 2022)
- 58% of mid-sized businesses agree (56% in 2022)
- 38% of agents agree (44% in 2022)
It was easy to find information
- 51% of individuals agree (57% in 2022)
- 58% of small businesses agree (60% in 2022)
- 43% of mid-sized businesses agree (50% in 2022)
- 45% of agents agree (46% in 2022)
HMRC聽is easy to deal with
- 71% of large businesses agree (69% in 2022)
HMRC is consistent in the way it treats your business
- 83% of large businesses agree (83% in 2022)
HMRC聽made clear the steps your business needed to take
- 66% of small businesses agree (69% in 2022)
- 62% of mid-sized businesses agree (61% in 2022)
- 69% of large businesses agree (72% in 2022)
Publications
HMRC聽Individuals, Small Businesses and Agents customer survey 2023
The Mid-sized business customer survey 2023
The Large Business Customer Survey 2023
2.2. HMRC聽performance updates
HMRC聽invites all customers using telephony, webchat and digital services to comment on their experience by completing a customer experience survey. As part of this survey customers are asked 바카라 사이트榟ow easy was it for you to do what you needed to do today?바카라 사이트� Net Easy represents the total of positive responses minus the total of negative responses (with positive responses being 바카라 사이트榚asy바카라 사이트� or 바카라 사이트榲ery easy바카라 사이트� and negative responses being 바카라 사이트榙ifficult바카라 사이트� or 바카라 사이트榲ery difficult바카라 사이트�). This results in an index that ranges from 100 (all positive responses) to 바카라 사이트�-100바카라 사이트� (all negative responses).
| 2023 to 2024 | 2022 to 2023 | |
|---|---|---|
| Net Easy 바카라 사이트� Phone, webchat and digital services | 59.2 | 59.8 |
Publication
HMRC聽annual report and accounts: 2023 to 2024
3. Charter聽standard: Being responsive
3.1. 搁别蝉耻濒迟蝉听蹿谤辞尘听HMRC聽customer surveys 2023
HMRC聽resolved any queries or issues
- 55% of individuals agree (63% in 2022)
- 64% of small businesses agree (69% in 2022)
- 48% of mid-sized businesses agree (53% in 2022)
- 37% of agents agree (41% in 2022)
Time taken is acceptable
- 55% of individuals agree (62% in 2022)
- 60% of small businesses agree (62% in 2022)
- 37% of mid-sized businesses agree (42% in 2022)
- 23% of agents agree (27% in 2022)
HMRC聽responded in a timeframe that was reasonable from a commercial perspective
- 57% of large businesses agree (51% in 2022)
Your customer compliance manager (CCM) responded within the timeframes agreed
- 82% of large businesses agree (80% in 2022)
Your CCM kept your business informed on the internal progress of issues raised
- 72% of large businesses agree (70% in 2022)
Publications
HMRC聽Individuals, Small Businesses and Agents customer survey 2023
The Mid-sized business customer survey 2023
The Large Business Customer Survey 2023
3.2. HMRC聽performance updates
| 2023 to 2024 | 2022 to 2023 | |
|---|---|---|
| Telephony adviser attempts handled | 66.4% | 71.1% |
| Customer correspondence (Post and iForms) cleared within 15 days of receipt | 76.3% | 72.7% |
Publication
HMRC聽annual report and accounts: 2023 to 2024
4. Charter聽standard: Treating you fairly
4.1. 搁别蝉耻濒迟蝉听蹿谤辞尘听HMRC聽customer surveys 2023
HMRC聽treats customers/your business fairly
- 69% of individuals agree (74% in 2022)
- 80% of small businesses agree (84% in 2022)
- 69% of mid-sized businesses agree (69% in 2022)
- 89% of large businesses agree (89% in 2022)
- 62% of agents agree (68% in 2022)
HMRC聽applies penalties and sanctions equally
- 31% of individuals agree (34% in 2022)
- 38% of small businesses agree (39% in 2022)
- 53% of agents agree (49% in 2022)
HMRC聽is an organisation that I/my business trusts
- 47% of individuals agree (54% in 2022)
- 65% of small businesses agree (68% in 2022)
- 49% of agents agree (55% in 2022)
Interaction with聽HMRC聽over the last 12 months has led to trust in聽HMRC
- 63% of mid-sized businesses agree (64% in 2022)
- 70% of large businesses agree (71% in 2022)
Publications
HMRC聽Individuals, Small Businesses and Agents customer survey 2023
The Mid-sized business customer survey 2023
The Large Business Customer Survey 2023
5. Charter聽standard: Being aware of your personal situation
5.1. 搁别蝉耻濒迟蝉听蹿谤辞尘听HMRC聽customer surveys 2023
HMRC聽is approachable
- 52% of individuals agree (61% in 2022)
Information and services provided by聽HMRC聽have been tailored to your business
- 48% of individuals agree (49% in 2022)
- 50% of small businesses agree (55% in 2022)
- 35% of mid-sized businesses agree (31% in 2022)
- 34% of agents agree (40% in 2022)
Your CCM바카라 사이트檚 understanding of the commercial context your business operates in
- 81% of large businesses agree (81% in 2022)
Publications
HMRC聽Individuals, Small Businesses and Agents customer survey 2023
The Large Business Customer Survey 2023
5.2. Number聽of Time to Pay arrangements in place
- 902,054 in 2023 to 2024 (912,000 in 2022 to 2023)
Publication
This is annual data, see聽the聽HMRC聽annual report and accounts 2023 to 2024聽for the latest data.
6. Charter聽standard: Recognising that someone can represent you
6.1. 搁别蝉耻濒迟蝉听蹿谤辞尘听HMRC聽customer surveys 2023
HMRC聽made it easy for someone to act on your behalf
- 61% of individuals agree (68% in 2022)
- 78% of small businesses agree (79% in 2022)
Publication
HMRC聽Individuals, Small Businesses and Agents customer survey 2023
7. Charter聽standard: Keeping your data secure
7.1. 搁别蝉耻濒迟蝉听蹿谤辞尘听HMRC聽customer surveys 2023
HMRC聽ensures data and personal information is treated confidentially
- 77% of mid-sized businesses agree (78% in 2022)
Publications
The Mid-sized business customer survey 2023
7.2. Number聽of centrally managed security incidents impacting on protected personal data in聽HMRC
- one in 2023 to 2024 (3 in 2022 to 2023)
Publication
This is annual data, see聽the聽HMRC聽annual report and accounts 2023 to 2024聽for the latest data.