HMRC

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of HMRC's key feedback

Login Issues

A significant number of users, approximately 20%, experience repetitive and frustrating login procedures. They report being asked to create new PINs and confirm Face ID repeatedly, which the app then forgets, leading to a cumbersome user experience.

The app constantly forgets my login details, making it a hassle to access my account.

Gateway ID Confusion

Around 15% of users face issues with the Government Gateway ID, where the app requests an old ID even after creating a new account, causing access problems and user frustration.

I can't log in because the app keeps asking for an old Gateway ID I no longer have.

Technical Glitches

Approximately 10% of users report technical issues such as the app opening browsers unnecessarily or getting stuck in loops, which disrupts their ability to use the app effectively.

The app keeps opening my browser in a loop, making it impossible to use.

Data Synchronization

About 5% of users are frustrated with discrepancies between the app and HMRC's paper records, leading to confusion and stress when receiving conflicting information from different sources.

The app's data doesn't match HMRC's letters, causing unnecessary stress and confusion.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

HMRC

MileIQ receives overwhelmingly positive feedback for its ease of use, efficiency in tracking mileage, and time-saving features. Users appreciate the app's ability to automatically log trips and generate detailed reports, making it a valuable tool for business mileage tracking.

#2 RUNNER UP

HMRC

HMRC's app receives mixed feedback, with users praising its user-friendly interface and helpful features for managing taxes and payments. However, many users report issues with login difficulties, technical glitches, and poor customer support, which detract from the overall experience.

#3 Straggler

QuickBooks Self-Employed

QuickBooks Self-Employed is generally well-received for its comprehensive features that help freelancers and small business owners manage their finances. Users appreciate its ability to track expenses, calculate taxes, and generate invoices, although some mention occasional bugs and a learning curve.

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Nuggets

Major Highlights of the Week

Repetitive Login

The app frequently requires users to reset their PIN and re-confirm biometric login options, causing frustration due to repetitive authentication processes.

I have to set up a new PIN and confirm Face ID every time I log in, which is very annoying.

Gateway ID Issues

Users face difficulties accessing their accounts due to the app's insistence on using outdated Government Gateway IDs, even after creating new accounts.

I can't log in because the app keeps asking for my old Government Gateway ID, which I no longer have.

Browser Loop

The app repeatedly redirects users to external browsers, creating an infinite loop that prevents successful login and app usage.

The app keeps opening my browser in a loop, making it impossible to log in.

ID Verification Barriers

The app's ID verification process excludes users without standard identification documents, limiting accessibility for certain demographics.

I can't use the app because I don't have a passport or driver's license for ID verification.

Technical Errors

Users experience technical errors during critical processes like self-assessment submissions, leading to fines and unresolved issues.

I submitted my self-assessment but got fined for late submission due to an app error.

Data Synchronization

There is a lack of synchronization between the app and HMRC's paper records, causing discrepancies and user distress over inaccurate tax information.

The app's information doesn't match HMRC's letters, leading to confusion and stress.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Repetitive Login

The app frequently requires users to reset their PIN and re-confirm biometric login options, causing frustration due to repetitive authentication processes.

Gateway ID Issues

Users face difficulties accessing their accounts due to the app's insistence on using outdated Government Gateway IDs, even after creating new accounts.

Browser Loop

The app repeatedly redirects users to external browsers, creating an infinite loop that prevents successful login and app usage.

ID Verification Barriers

The app's ID verification process excludes users without standard identification documents, limiting accessibility for certain demographics.

Technical Errors

Users experience technical errors during critical processes like self-assessment submissions, leading to fines and unresolved issues.

Data Synchronization

There is a lack of synchronization between the app and HMRC's paper records, causing discrepancies and user distress over inaccurate tax information.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app gives more insight about our taxes but we can’t view P60 anymore before it was easy to view so if you can make it easier for us to view our P60 it would be great.

Acheampong42

Week of July 17th, 2025

Most of the app is great but, as of late, the log-in procedure is very repetitive. You're asked to create a new pin, which is then shortly forgotten so you're asked to create & confirm another one.

Razmatazi

Week of July 17th, 2025

Dear HMRC, Please synch the information on your App with your paper records. Your IT systems are not coordinating with your App, causing issues when you send out letters that do not match the app's info.

MyTaxIsWasted

Week of July 17th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app gives more insight about our taxes but we can’t view P60 anymore before it was easy to view so if you can make it easier for us to view our P60 it would be great.

Candice Wu

App Store

Most of the app is great but, as of late, the log-in procedure is very repetitive. You're asked to create a new pin, which is then shortly forgotten so you're asked to create & confirm another one.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

HMRC

Top Insights This Week

Login Issues

Gateway ID Confusion

Technical Glitches

Data Synchronization

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts