HM REVENUE & CUSTOMS

Views and attitudes of South Asian pensioners towards the Inland Revenue (now HMRC)

As part of a review of its services, the Inland Revenue (now HMRC) undertook a programme of research to better understand pensioners' views and experiences of the organisation and its services. ETHNOS was commissioned to conduct qualitative research to assess the specific views and experiences of South Asian pensioners.

Through focus group discussions with Hindu and Sikh Indians (from both the Indian sub-continent and East Africa), Pakistanis and Bangladeshis, ETHNOS:

• examined customers’ expectations and experiences of the service provided by the Inland Revenue
• established which methods of contact with the Inland Revenue people used and preferred
• determined to what extent they were satisfied with services received from the Inland Revenue
• made recommendations on improvements to services