Your Charter

Tender description

Assignment under the Market Research Framework MR130001 HMRC has a customer charter (‘Your Charter’) designed to outline what customers can expect from HMRC and what HMRC expects from its customers. HMRC is required to review the Charter regularly, and wanted to gain feedback from customers on their proposed revisions. This research was designed to test customers’ understanding of a revised version of the Customer Charter. The study explored understanding and interpretation of the key messages, clarity of language and appropriateness of tone. Specifically, this study aimed to explore the following: • Responses to the seven rights and seven obligations statement headings – with a particular focus on the addition of further obligations. • Responses to the narratives (the explanation of the statement), and how far (and effectively) these supported understanding. • Reactions to the possible online format of the Customer Charter.