1718CSTD37 Mid-Size Business Customer Survey

Tender description

HMRC recognises mid-size businesses as a distinct customer group, with specific needs that are distinct from those of large and small businesses. However, the grouping spans businesses with relatively straightforward needs in terms of their interaction with HMRC, to businesses looking to take on additional staff, start exporting their products and services, expand overseas, etc. This provides challenges to HMRC in terms of directing its support, as well as to researchers in this field, as there are different needs, expectations of interactions with HMRC and levels of agent use within the mid-size business population. Since 2015 HMRC has surveyed the mid-size business population annually. The decision to conduct a new survey from 2018-2021 reflects HMRC's intention to continue to monitor the experience of mid-size business customers and identify where future improvements to HMRC's tailored mid-size business model could be made. It should also respond to emerging policy-related evidence needs, which may vary between survey waves.