How do words make you feel?

HMRC

I'm currently working with HMRC to develop a new online service. As part of this, I'm interested in gathering feedback around language and how it makes people feel. I've posted a short survey here, and would be interested in your comments and opinions. It'll only take a few minutes! Thank you. https://goo.gl/forms/L9hYqFaVyzefRArv2

GingerBob_3

HMRC wrote: »

I'm currently working with HMRC to develop a new online service. As part of this, I'm interested in gathering feedback around language and how it makes people feel. I've posted a short survey here, and would be interested in your comments and opinions. It'll only take a few minutes! Thank you. https://goo.gl/forms/L9hYqFaVyzefRArv2

Thanks. Here's one thing you can do straight way. Stop referring to taxpayers as 'customers'. I cannot image a more insulting term in the context your organisation uses it.

Superscrooge

Survey completed - Questions straightforward. No mention of 'customers'!

My thoughts regarding the language options;

Nobody likes having to pay tax. But words/phrases such as 'Bill','Liability','Tax','Debt','What you owe' all seem rather negative. 'Amount Due' is a more neutral phrase.

Likewise with the payment options. Payments by 'Direct Debit' and 'Instalments' are easily understood. Phrases such as 'Payments over time' or 'Payment Plan' are less clear

Wentthedaywell?

I'm being pedantic but, ironically in a survey about use of language, the subjunctive wasn't used.