Annual Tax Summaries- User Testing Research

Tender description

Assignment under the Market Research Framework MR130001 The objectives of this research are to gather customer insight to help HMRC understand whether customers will query the figures, and to support the preparation of appropriate content for GOV.UK and lines to take for staff to explain reconciliation within tolerance to customers who might query the figures. The detailed research objectives are to collect insight which will: • provide information on customers’ likely response if they receive an Annual Tax Summary where figures do not balance but are within tolerance • inform the development of generic GOV.UK content and lines to take for contact centres on HMRC use of tolerances. • be used to decide how/what to put as a thank you message to customers on Annual Tax Summaries in year 3 (2016).