°Ç¸ç³Ô¹Ï

Skip to main content
Research and analysis

Individuals, Small Businesses and Agents customer survey 2021

This report describes the main findings from the department's 2021 customer survey.

From:
HM Revenue & Customs
Published:
18 July 2022
Last updated:
9 July 2026 — See all updates

Documents

Individuals, Small Businesses and Agents Customer Survey 2021

Ref: HMRC Report: 653

HTML

Ref: HMRC Report: 654

ODT, 306 KB

This file is in an OpenDocument format

Ref: HMRC671

MS Excel Spreadsheet, 205 KB

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Ref: HMRC672

MS Excel Spreadsheet, 770 KB

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Ref: HMRC673

MS Excel Spreadsheet, 749 KB

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

The Individuals, Small Businesses and Agents customer survey supports HMRC’s customer-centric business strategy.

The annual survey covers a broad range of measures, focusing on the areas that our analysis shows are the priorities for HMRC’s customers.

The survey measures customers’ experience of interacting with HMRC, their perceptions of compliance, and HMRC’s reputation for 3 main customer groups:

  • Individuals
  • Small Businesses
  • Financial Agents

This report presents the results from the annual survey for 2021 for each customer group

Updates to this page

Published 18 July 2022
Last updated 9 July 2026 Show all updates

  1. Updated findings and data tables for the Individuals Survey for 2021, 2022 and 2023. A data processing issue affecting a small number of survey responses was identified in 2025. The affected findings have been reanalysed, quality assured and corrected.

  2. First published.

Sign up for emails or print this page

Related content