Research to understand reassurance needs of customer to inform development of levers and encouraging take up of the Personal Tax Account

Assignment under the Market Research MR130001 Agreement Contract. The aim of this research was to understand the customer need for reassurance, certainty and trust within HMRC digital channels and specifically within the PTA. The research sought to answer the following objectives: 1. To understand how customers view their responsibilities for their tax affairs. 2. Understand the customer need for reassurance, certainty and trust when meeting tax obligations. 3. Explore customer awareness and understanding of HMRC d...