Research into the trusted helper population

Ipsos was commissioned by HM Revenue & Customs (HMRC) to explore the characteristics and behaviours of trusted helpers, and those they help.

Ipsos conducted an explorative piece of qualitative research to understand the characteristics and behaviours of trusted helpers, and those they help. Trusted helpers are individuals who deal with HMRC on behalf of friends or family members for things like viewing their Income Tax estimate, talking to HMRC, or helping them to fill in forms. The research (consisting of 40 in-depth interviews with trusted helpers; those they help; and joint-interviews with trusted helpers and those they help) was used to improve HMRC’s understanding of the support needs of trusted helpers to inform and shape HMRC’s future offering, services and guidance for trusted helpers, to help ensure they are appropriately supported.

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