Revenue and Customs and Valuation Office Agency: Consumers
The question
To ask the Chancellor of the Exchequer, what customer service metrics are collated into (a) Valuation Office Agency and (b) HM Revenue and Customs.
Answered by James Murray
HMRC Customer Service Metrics include Net Easy and Customer Satisfaction with its phone, webchat and digital services. HMRC also measures its telephone and correspondence performance through Telephony Adviser Attempts Handled and Customer Correspondence responded to in 15 working days and 40 working days. HMRC monitor performance against these metrics and a set of supporting metrics, which can be found in the monthly and quarterly publications HMRC monthly performance reports - GOV.UK , and HMRC quarterly performance updates - GOV.UK , and in our Annual Report and Accounts: https://www.gov.uk/government/collections/hmrcs-annual-report-and-accounts
The Valuation Office Agency (VOA) has aligned all telephony metrics with HMRC. Other metrics the VOA report on can be found in its Annual Report & Accounts: www.gov.uk/government/collections/valuation-office-agency-annual-report-and-accounts
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