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HM Revenue and Customs (HMRC) constantly monitors call handling performance and assesses its quality. In 2014/15, our advisers achieved a score of 97.1% for correctness of transaction, against a 95% target.<\/p>

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HMRC also carries out a quarterly customer survey to determine how well we are performing against certain criteria. The results are published quarterly on GOV.UK:<\/p>

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https://www.gov.uk/government/publications/business-plan-indicators<\/a><\/p>

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