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Customers’ Experiences of Compliance Checks

Customers’ Experiences of Compliance Checks. Key findings from qualitative research for HMRC. Looking for an ideal experience. “ She was very helpful. She spoke to me like a human being. She was approachable and she was just a very nice person, the entire visit was rather pleasant actually. ”.

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Customers’ Experiences of Compliance Checks

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  1. Customers’ Experiences of Compliance Checks Key findings from qualitative research for HMRC

  2. Looking for an ideal experience “She was very helpful. She spoke to me like a human being. She was approachable and she was just a very nice person, the entire visit was rather pleasant actually.” Customer view of a VAT Case Officer

  3. The presentation in summary • Our brief from HMRC • The research audience • The method we used – and why • What customers think of compliance checks • What this means for HMRC – and businesses

  4. Our brief follows, but… • Some terminology: • “Compliance check” = inspection, intervention, review, enquiry, visit (but not always) • “Customer” = you, the business person, plus individuals who are taxed on investments, etc • “Case Officer” = inspector, compliance officer, the face of HMRC

  5. The brief The main aims of the research were: Customer Perceptions Improving the process Customer Experiences

  6. The brief – in detail Burdens - perceived Does the customer understand what is happening? Perceptions of HMRC staff What do customers learn? Customer Perceptions What are the reasons behind perceptions? Improving the process What are the reasons behind experiences? Customer Experiences What do HMRC do about it? Burdens - actual Do they differ by tax or other criteria? What do they think about what happens?

  7. Who we talked to • And by: • Whether more tax was due after the check • If they had an agent • Number of employees (mostly small/medium sized though) • If they derived income from investments or savings

  8. How we conducted the research • Mostly through face-to-face interviews – provides vital background and contextual info • Some telephone interviews – for geographical reasons • From sample data collected and provided by HMRC from 30 different offices

  9. The burdens of an check Administrative Actual Procedures Computerisation Type of tax Perceived Outlook Financial Actual Representation Complexity Perceived Tax knowledge Getting it right Stress Actual Disputes Lack of info  The others Perceived Tax knowledge Past experience Outlook

  10. A quick point on ‘Success’ • Our measure of a successful check is • It is a customer based statement, not a measure of the effectiveness of retrieving unpaid tax The ease with which a customer can respond to their obligations regarding the enquiry and tax compliance as a whole.

  11. Understanding what is happening • Case officers are key • Customers say initial understanding of the process is poor • Typically just get a letter • Case officers = face of HMRC • In many cases the only human link to the process • Effective officers can put customers at ease and are responsive • ‘Successful’ checks occur when customers understand what is happening

  12. And when customers do not understand? • Customers taking part in this research want to comply • They are looking to HMRC to help them and to explain the process • That doesn’t always happen “It [the check] was very cloak and dagger and everything was all kept secret you think, ‘well is it a neighbour who reported me? Is it a customer? Is it routine? Is it something I’ve done wrong? Or have I upset somebody and it’s malicious?’ You just don’t know.” Customer, Corporation Tax Check

  13. To reiterate, officers are crucial • The experience that a customer has with a case officer dictates satisfaction with the whole process • Case officers have the ability to ease most burdens associated with an check, especially those relating to stress • Case officers also have an educative role “He made it fairly clear [on the phone] that providing he was happy with what I was sending over, it [the visit] wouldn't be a problem.” Customer, VAT Check

  14. What makes customers happy? • Managing customer expectation of the process; • Providing feedback regarding the progress and outcomes; • Telling customers why they have been selected for an enquiry; • Using a mix of different communication methods; • Minimising or explaining waiting times; and • Expressing knowledge of the local area, or about the industrial sector of a business “HMRC had suspicions about the accuracy of a return, [but] they didn’t tell me what the suspicions were. If they’d have told me what they were worried about I could have given them the answer.” Customer, Income Tax Check

  15. And what ‘drives’ perceptions about the check? • Case officers that are responsive to customers’ requests; • Case officers who are able to form good working relationships with customers; • Customers who feel they have the right amount of correct information about the enquiry process to alleviate any concerns they have “It was two way and I thought that was quite beneficial having somebody who could give me some answers about certain situations and what we needed to do.” Customer, PAYE Check

  16. Thank you – any questions?John HigtonResearch Mangerjohn.higton@ipsos.com0207 347 3391

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