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Will HMRC act on its own research?

I have just read HMRC’s research report “Understanding how and why customers respond to HMRC targeted growth messaging”.  I know, it sounds dull (most of it was) but one point popped out - “customers prefer email communications over text messages and online business tax accounts”.  If that is the case - and HMRC says it is - surely that should have a major impact on how to structure the Making Tax Digital project, which is still currently envisaged as relying on interaction with online tax accounts. 

 

 

Date: 7th February, 2017
Author: Cathy Corns

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