HMRC services: room for improvement

The ‘vast majority’ of large business ‘customers’ surveyed last autumn rated the overall service provided by HMRC as very good or fairly good according to research conducted by TNS-BMRB part of BMRB Limited.

Large Business Service (LBS) customers were generally the group that rated HMRC services ‘most positively’.

Large and Complex (LC) customers that had been allocated a Customer Relationship Manager (CRM) were ‘slightly less positive’ about the overall service they received compared with LBS customers but more likely to think the service had improved.

‘Customers often cite their [CRM] appointed by HMRC to co-ordinate and manage a businesses’ dealings with the department as the reason for this improvement ’ the report said.

‘LC customers without a CRM rate HMRC least positively among large businesses and there is little change from 2008 ’ the researchers concluded.

‘The results suggest that the introduction of a...