HMRC monthly performance report: October 2024
Published 19 December 2024
© Crown copyright 2024
This publication is licensed under the terms of the Open 바카라 사이트 Licence v3.0 except where otherwise stated. To view this licence, visit or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at /government/publications/hmrc-monthly-performance-report-october-2024--2/hmrc-monthly-performance-report-october-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 | 89,242 | 614,941 | 665,130 |
| Calls received | 2,516,963 | 20,288,940 | 22,005,817 |
| Correspondence, of which: | 1,569,986 | 12,311,648 | 12,517,352 |
| iForms received | 235,363 | 2,049,304 | 1,797,575 |
| Post received [Note] | 1,334,623 | 10,262,344 | 10,719,777 |
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 (%) | 80.5% | 79.6% |
| Net Easy 바카라 사이트“ phone, webchat and digital services | 63.9 | 62.1 |
| Webchat adviser attempts handled (%) | 94.6% | 94.4% |
| Telephony adviser attempts handled (%) | 85.4% | 67.3% |
| Customer correspondence (iForms and post) cleared within 15 days of receipt (%) [Note 1] | 77.0% | 76.9% |
| Customer correspondence (iForms and post) cleared within 40 days of receipt (%) [Note 1] [Note 2] | 86.6% | 88.9% |
| Once and Done (%) 바카라 사이트“ phone, webchat and digital services (%) | 86.0% | 84.9% |
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:
80.5%
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 | |
|---|---|---|---|---|---|---|---|
| Monthly | 78.0 | 78.4 | 79.3 | 81.1 | 80.6 | 80.0 | 80.5 |
| Year-to-date | 78.0 | 78.2 | 78.5 | 79.2 | 79.4 | 79.5 | 79.6 |
3. Net Easy 바카라 사이트“ phone, webchat and digital services
Our Net Easy score this month was:
63.9
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 | |
|---|---|---|---|---|---|---|---|
| Monthly | 59.1 | 59.7 | 61.5 | 64.5 | 63.8 | 62.8 | 63.9 |
| Year-to-date | 59.1 | 59.4 | 60.0 | 61.2 | 61.6 | 61.8 | 62.1 |
4.Ìý°Â±ð²ú³¦³ó²¹³Ù
We received around 90,000 webchats. The proportion we handled was:
94.6%
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 | |
|---|---|---|---|---|---|---|---|
| Monthly | 93.7 | 94.5 | 95.3 | 95.1 | 94.1 | 93.7 | 94.6 |
| Year-to-date | 93.7 | 94.1 | 94.5 | 94.6 | 94.5 | 94.4 | 94.4 |
5.Ìý±Ê³ó´Ç²Ô±ð²õ
We received more than 2.5 million calls this month, and around 1.7 million callers requested to speak to an adviser, of which we answered:
85.4%
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 | |
|---|---|---|---|---|---|---|---|
| Monthly | 53.5 | 60.4 | 59.5 | 66.9 | 74.9 | 77.9 | 85.4 |
| Year to date | 53.5 | 56.7 | 57.5 | 59.8 | 62.3 | 64.7 | 67.3 |
6²¹.Ìý°ä´Ç°ù°ù±ð²õ±è´Ç²Ô»å±ð²Ô³¦±ð cleared in 15 working days
We received around 1.6 million iForms and items of post, of which around 1.2 million required a response. The proportion we turned around within 15 days was:
77.0%
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 | |
|---|---|---|---|---|---|---|---|
| Monthly | 74.1 | 78.5 | 78.5 | 78.8 | 75.7 | 75.8 | 77.0 |
| Year-to-date | 74.1 | 76.4 | 77.1 | 77.5 | 77.1 | 76.9 | 76.9 |
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:
86.6%
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 | |
|---|---|---|---|---|---|---|
| Monthly | 90.8 | 91.4 | 88.3 | 88.0 | 87.4 | 86.6 |
| Year-to-date | 90.8 | 91.1 | 90.3 | 89.7 | 89.3 | 88.9 |
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%.
86.0%
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 | |
|---|---|---|---|---|---|---|---|
| Monthly | 82.8 | 83.6 | 84.4 | 86.6 | 86.1 | 85.6 | 86.0 |
| Year-to-date | 82.8 | 83.2 | 83.5 | 84.4 | 84.7 | 84.8 | 84.9 |