IRRV Alert - week ending 6th September 2019
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Insolvency process pilot research (2 September 2019
Research and analysis
Insolvency process pilot research
This research assesses the customer impacts of a pilot for a new process for engaging customers that were deemed to be at risk of insolvency.
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Details
The pilot consisted of 2 process channels: red and green. The research was required to assess the customer impacts of the pilot and any areas for improvement.
The study aimed to:
- understand customers’ experiences of the red and green channel processes
- understand the customer journey through the red and green channel and the impact of these new processes
- understand customers’ views of the service they received, with a focus on fairness, helpfulness and timeliness
- assess the impact of the process on customers’ attitudes and behaviours towards HMRC and whether this has influenced how they would perceive similar issues in the future
- explore customer suggestions for any improvements to the service
Published 2 September 2019