Economic and social experimentation


Understanding the determinants of customer experience

HMRC offers a wide variety customer services and the level of contact to which customers are exposed to these will vary considerably. Across these services there are a variety of factors which may impact on customers’ perceptions of them. In turn, the customers’ experiences could affect their behaviour in a number of different ways, ranging from increases in avoidable error through to deliberate evasion. The two behavioural responses under scrutiny will be (i) the extent to which participants comply (note that we may not be able to distinguish errors from deliberate non-compliance), and (ii) the timeliness with which participants file their return.