IRRV Alert - week ending 30th October 2020
News
Reports
Evaluation of the Impact of Business Rates Appeals Reform on customer experience (27 October 2020)
Research and analysis
Evaluation of the Impact of Business Rates Appeals Reform on customer experience
How customers are experiencing and interacting with Check, Challenge, Appeal (CCA).
Published 27 October 2020
From:
Documents
CCA impact on customer experience - report
PDF, 1.63MB, 55 pages
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CCA impact on customer experience - annex
PDF, 481KB, 19 pages
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Check, Challenge, Appeal - Using customer research to further improve the system
PDF, 361KB, 8 pages
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Details
An independent report based on quantitative and qualitative research carried out both before and after the introduction of Check, Challenge, Appeal (CCA).
Accompanying this is an update on how the VOA is continuing make improvements to CCA.
Published 27 October 2020