Interesting report on the BBC uncovers how more than 40% of calls to HMRC aren’t picked up. It comes at a time when HMRC are encouraging people to use telephone and online more, so it’s not good news for them. They’re pushing their service onto new channels and people’s expectation of these channels is different to the paper world.

It’s all about setting expectation though isn’t it. Regardless of whether you’re the tax authority or simply giving out colonix reviews, once the expectation is set in a customer’s mind, that’s what they’re expecting. In truth, you cannot provide 100% service, but people need to understand just what level to expect from your product or service.

We’ll see how HMRC deal with this one.