My thanks to a loyal reader who dropped me a summery of the Face to Face Customer Survey Satisfaction Results April to November 2010:
-98% of customers are satisfied with the service they received.
-98% of customers were happy with the time between requesting and receiving an appointment.
-99% of customers felt they were dealt with in a professional way.
-97% found the EC environment friendly
-99% felt they were treated as individuals by staff.
-73% of interviews were tax, 17% Tax Credits, 10% Other HMRC
-54% of customers tried to get information from other HMRC options before their appointment (48% tried phone, 6% wrote and 7% website)
As you can see, they are very good indeed.
Yet HMRC have not publicised these either externally or internally.
HMRC's "strategy" is to move away from face to face encounters with "customers", survey results that show they do this very well are not at all welcome. Indeed Richard James, Head of Face to Face operations, is looking for ways to increase the 54% of respondees who used other HMRC options first.
Tax does have to be taxing.
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