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.

Highlights trends and insights

Helps you understand what matters most

UNLOCK ALL INSIGHTS

All Insights

TOP INSIGHTS

A weekly roundup of HMRC's key feedback

Endless Login Loop

A significant number of users, approximately 30%, report being stuck in an endless loop between the app and their web browser when trying to log in, making the app unusable. This issue has persisted despite updates, causing frustration and preventing access to essential features.

Every time I try to log in, the app just keeps redirecting me between the browser and the app in an endless loop.

Face ID and PIN Issues

Around 15% of users experience problems with Face ID and PIN recognition, leading to failed login attempts and potential lockouts. This issue is particularly frustrating for users who rely on these features for quick access.

The app doesn't recognize my Face ID or PIN, and I'm now at risk of being locked out.

Complex Navigation

Approximately 10% of users find the app's navigation confusing and difficult, with links leading to dead ends or unnecessary complexity, especially for those managing multiple accounts.

Navigating the app is a nightmare, with links taking me in circles and making it hard to find what I need.

Notification and Alert Failures

About 5% of users report not receiving important notifications or alerts, such as overdue payment reminders, which can lead to financial penalties and stress.

I didn't get any notification about my overdue payment, which has cost me dearly in the past.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

TaxCalc

TaxCalc receives positive feedback for its user-friendly interface and reliable performance. Users appreciate its straightforward approach to tax calculations and filing, making it a preferred choice for many.

#2 RUNNER UP

HMRC

HMRC app receives mixed feedback, with users praising its ease of use and helpful features like tax refunds and state pension checks. However, many users report issues with login loops and app crashes, leading to frustration.

#3 Straggler

QuickBooks Self-Employed

QuickBooks Self-Employed has faced significant criticism due to recent updates causing crashes, data loss, and usability issues. Users express frustration over the app's instability and the negative impact on their business operations.

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Nuggets

Major Highlights of the Week

Endless Loop Issue

The app frequently redirects users between the app and web browser in an endless loop, preventing successful login and access to features. This issue has persisted across multiple updates, causing significant frustration and rendering the app unusable for many users.

Every time I try to log in, the app sends me to the browser and back in an endless loop, making it impossible to use.

Multi-Account Confusion

Users with multiple Government Gateway accounts, such as personal and business, find the app's navigation cumbersome and confusing. The app's inability to seamlessly handle multiple accounts leads to a disjointed user experience.

Managing both personal and business tax accounts is a nightmare due to constant switching and confusion.

Access Code Issues

The app's access code retrieval process is inconsistent, especially when transitioning from landline to mobile options. Users face difficulties obtaining access codes, which hampers their ability to log in and use the app effectively.

Switching from landline to mobile for access codes often fails, leaving me unable to log in.

Face ID and PIN Failures

Recent updates have caused failures in Face ID and PIN recognition, locking users out of their accounts. This security feature malfunction is critical as it directly impacts user access and satisfaction.

Face ID and my PIN no longer work, and I'm on my last attempt before being locked out.

Elderly User Difficulty

The app's complexity poses significant challenges for elderly users, who struggle with navigation and completing tasks. This demographic requires a more intuitive interface to improve accessibility and usability.

It's too complicated for elderly users like me to navigate and complete tasks.

Delayed Notifications

The app lacks timely notifications for overdue payments, leading to unexpected penalties for users. This gap in communication can have financial repercussions and diminishes trust in the app's reliability.

I received no notification about an overdue payment, resulting in unexpected penalties.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Endless Loop Issue

Multi-Account Confusion

Access Code Issues

Face ID and PIN Failures

Elderly User Difficulty

Delayed Notifications

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is extremely glitchy and insists on using the main site to log in, making it unusable for those with multiple Government gateway accounts.

Innerdork

The app frequently goes into an endless loop between the app and web browser, making it completely unusable.

MadaAnt

I have used this app for over a year and am very impressed with it. It is easy to find out what you want as there are different sections in it which deal with different aspects of HMRC’s work.

Hstevens282

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app is extremely glitchy and insists on using the main site to log in, making it unusable for those with multiple Government gateway accounts.

Candice Wu

App Store

The app frequently goes into an endless loop between the app and web browser, making it completely unusable.

Kelly Williams

Google Play

I have used this app for over a year and am very impressed with it. It is easy to find out what you want as there are different sections in it which deal with different aspects of HMRC’s work.

Koray Okumus

Google Play

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User Experience Report

Report Date

HMRC

Top Insights This Week

Endless Login Loop

Face ID and PIN Issues

Complex Navigation

Notification and Alert Failures

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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

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The quotes of the week

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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

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