Customer satisfaction with the services provided by HM Revenue & Customs (HMRC) is slipping, a new study suggests.
The Revenue’s latest monthly performance update has revealed that HMRC is falling short of its target to reply to at least 80 per cent of customer correspondence and complaints within 15 working days.
According to the update, HMRC managed to respond to just 78 per cent of such enquires within this time frame in January, while reports suggest that the tax authority also missed its digital service targets.
The study found that in January, one of HMRC’s busiest times due to self-assessment tax return deadlines, customer satisfaction with HMRC’s digital services fell by 2.3 per cent to sit at just 72 per cent, despite Government targets of 80 per cent.
The news comes at a time when the Revenue is facing increasing criticism over its digital services ahead of the implementation of Making Tax Digital (MTD) – the Government’s digital tax reporting overhaul which has been described as ‘rushed’ and ‘over-ambitious’ by numerous tax and business bodies.
