Revenue and Customs: Standards

HMRC closely monitors a range of metrics relating to day-to-day performance and the overall customer experience. Information such as customer satisfaction scores, telephony and correspondence performance is regularly published on GOV.UK:

https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates

HMRC’s latest customer survey results, including those for individuals, agents and small businesses, can be found here:

https://www.gov.uk/government/collections/hmrc-customer-surveys

Improving the customer experience remains a key priority, with a strong focus on making it simpler and quicker to deal with HMRC.

More customers are choosing to use HMRC’s digital services, which provide a fast and convenient way to manage their tax affairs. HMRC are continuing to expand and improve their digital services as set out in their latest transformation roadmap update:

https://www.gov.uk/government/publications/hmrc-transformation-roadmap-progress-update-2026

HMRC have also enhanced their guidance and redesigned key services so customers can feel more confident and get things right first time.

When customers do need to speak to HMRC by phone their calls are being answered, on average, more quickly. This progress is helping HMRC deliver their Charter standards and build a more modern, reliable service that customers can trust.