HMRC monthly performance report: November 2024
Published 9 January 2025
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This publication is available at /government/publications/hmrc-monthly-performance-report-november-2024/hmrc-monthly-performance-report-november-2024
These figures show our main customer service performance indicators for 2024 to 2025, 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
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 2024 | Year-to-date 2023-2024 (for same period) | |
|---|---|---|---|
| Webchats | 94,538 | 709,479 | 764,511 |
| Calls received | 2,279,227 | 22,568,167 | 24,747,315 |
| Correspondence, of which: | 1,805,303 | 14,092,245 | 14,170,791 |
| iForms received | 251,901 | 2,301,205 | 2,013,100 |
| Post received [Note] | 1,553,402 | 11,791,040 | 12,157,691 |
Note:
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 2024 | |
|---|---|---|
| Customer satisfaction with phone, webchat and digital services (%) | 81.1% | 79.8% |
| Net Easy 바카라 사이트“ phone, webchat and digital services | 65.2 | 62.4 |
| Webchat adviser attempts handled (%) | 94.0% | 94.4% |
| Telephony adviser attempts handled (%) | 84.7% | 69.0% |
| Customer correspondence (iForms and post) cleared within 15 days of receipt (%) [Note 1] | 79.1% | 77.3% |
| Customer correspondence (iForms and post) cleared within 40 days of receipt (%) [Note 1] [Note 2] | 90.9% | 89.2% |
| Once and Done (%) 바카라 사이트“ phone, webchat and digital services (%) | 86.8% | 85.1% |
The 2024 to 2025 figures are subject to revision and audit. Final full-year performance figures will be published in our annual report and accounts.
Notes:
-
Post is not always categorised on our live system immediately, meaning that numbers may be revised in subsequent monthly reports.
-
Data is lagged by a month.
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:
81.1%
This graph shows our in-month and year-to-date phone, webchat and digital customer satisfaction in 2024 to 2025. HMRC aims to achieve 80% customer satisfaction. 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 | |
|---|---|---|---|---|---|---|---|---|
| Monthly | 78.0 | 78.4 | 79.3 | 81.1 | 80.6 | 80.0 | 80.5 | 81.1 |
| Year-to-date | 78.0 | 78.2 | 78.5 | 79.2 | 79.4 | 79.5 | 79.6 | 79.8 |
3. Net Easy 바카라 사이트“ phone, webchat and digital services
Our Net Easy score this month was:
65.2
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 minus 100 (all negative responses). HMRC aims to achieve 70.0 Net Easy.
This graph shows our in-month and year-to-date Net Easy score in 2024 to 2025; 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 | |
|---|---|---|---|---|---|---|---|---|
| Monthly | 59.1 | 59.7 | 61.5 | 64.5 | 63.8 | 62.8 | 63.9 | 65.2 |
| Year-to-date | 59.1 | 59.4 | 60.0 | 61.2 | 61.6 | 61.8 | 62.1 | 62.4 |
4.Ìý°Â±ð²ú³¦³ó²¹³Ù
We received around 95,000 webchats. The proportion we handled was:
94.0%
This graph shows our in-month and year-to-date number of adviser attempts handled in 2024 to 2025 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 | |
|---|---|---|---|---|---|---|---|---|
| Monthly | 93.7 | 94.5 | 95.3 | 95.1 | 94.1 | 93.7 | 94.6 | 94.0 |
| Year-to-date | 93.7 | 94.1 | 94.5 | 94.6 | 94.5 | 94.4 | 94.4 | 94.4 |
5.Ìý±Ê³ó´Ç²Ô±ð²õ
We received almost 2.3 million calls this month, and around 1.4 million callers requested to speak to an adviser, of which we answered:
84.7%
This graph shows our in-month and year-to-date number of adviser attempts handled in 2024 to 2025. HMRC aims to handle 85% of telephony adviser attempts.
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 | |
|---|---|---|---|---|---|---|---|---|
| Monthly | 53.5 | 60.4 | 59.5 | 66.9 | 74.9 | 77.9 | 85.4 | 84.7 |
| Year to date | 53.5 | 56.7 | 57.5 | 59.8 | 62.3 | 64.7 | 67.3 | 69.0 |
6²¹.Ìý°ä´Ç°ù°ù±ð²õ±è´Ç²Ô»å±ð²Ô³¦±ð cleared in 15 working days
We received around 1.8 million iForms and items of post, of which around 1.4 million required a response. The proportion we turned around within 15 days was
79.1%
This graph shows the in-month and year-to-date percentage of correspondence turned around within 15 working days in 2024 to 2025. HMRC aims to achieve 80% of correspondence turned around within 15 working days.
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 | |
|---|---|---|---|---|---|---|---|---|
| Monthly | 74.1 | 78.5 | 78.5 | 78.8 | 75.7 | 76.1 | 77.2 | 79.1 |
| Year-to-date | 74.1 | 76.4 | 77.1 | 77.5 | 77.1 | 76.9 | 77.0 | 77.3 |
6²ú.Ìý°ä´Ç°ù°ù±ð²õ±è´Ç²Ô»å±ð²Ô³¦±ð cleared in 40 working days
The proportion we turned around within 40 days was:
90.9%
This graph shows the in-month and year-to-date percentage of correspondence turned around within 40 working days in 2024 to 2025. HMRC aims to achieve 95% of correspondence turned around within 40 working days.
The data used to create this graph is available in a table after this image.
Correspondence turned around within 40 working days (%)
| Apr | May | Jun | Jul | Aug | Sep | Oct | |
|---|---|---|---|---|---|---|---|
| Monthly | 90.8 | 91.4 | 88.3 | 88.0 | 87.5 | 86.9 | 90.9 |
| Year-to-date | 90.8 | 91.1 | 90.3 | 89.8 | 89.3 | 88.9 | 89.2 |
7.Ìý°¿²Ô³¦±ð 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%.
86.8%
This graph shows the in-month and year-to-date percentage who responded 바카라 사이트˜Yes바카라 사이트™ in 2024 to 2025 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 | |
|---|---|---|---|---|---|---|---|---|
| Monthly | 82.8 | 83.6 | 84.4 | 86.6 | 86.1 | 85.6 | 86.0 | 86.8 |
| Year-to-date | 82.8 | 83.2 | 83.5 | 84.4 | 84.7 | 84.8 | 84.9 | 85.1 |