Tax Credit Renewals Campaign: Proliferation Research

Assignment under the Market Research Framework MR130001. Customer-centricity is one of HMRC's core strategic principles and we seek to understand customers through data insight to better tailor and target our support to their needs. HMRC routinely sends multiple SMS reminders to customers to increase compliance but has little or no understanding of their perception. This research seeks to understand the impact of multiple reminders on customers' perception of HMRC, and potentially how this impacts their behaviour. It will also be used to inform future departmental approaches to reminder communications.