HM Revenue & Customs (HMRC) has hailed its new personal tax accounts (PTAs) ‘a success’, after data revealed that more 7.4 million taxpayers had signed up for its digital accounts by the end of 2016.
According to reports, the Revenue’s Single Departmental Plan published last year suggested that HMRC wished to see seven million people using PTAs by the end of April 2017.
However, their latest data suggests that HMRC has exceeded its target by more than 400,000 users several months in advance.
But despite the ‘success’ of PTAs, the Revenue’s quarterly performance figures, released late last week, reveal that customer satisfaction is falling.
HMRC achieved 75.1 per cent customer satisfaction in the last nine months of 2016, despite initially setting a target of at least 80 per cent.
During the period of October-December 2016, customer satisfaction levels fell as low as 74.3 per cent, according to reports.
Commenting on the figures, an HMRC spokesperson said: “[We will] continue to closely monitor our performance against this target as our digital services [continue to] grow and develop”.
