In May, HMRC confirmed that it has processed 10 million transactions using robots since 2015, a development which the department says “has improved efficiency and customer experience.” But what is your experience of HMRC service levels? Last month we launched a survey of members to find out their recent experiences of HMRC services.

We intend to use the results of this survey to identify major areas of concern and any areas where there have been improvements. The results will be fed back to HMRC and published on our website.

HMRC also recently published the outcome of research into customer experience of the acceptability of the time taken to reach an end result.

According to the Executive Summary of that report “Service failure was a common experience among those interviewed. As a result the service they received was not representative of the normal service offered by HMRC. Customers became dissatisfied with the journey length as the query progressed, encountering challenges in reaching a resolution, which ultimately extended the length of the transaction beyond what had been expected.”