As part of our pledge to put customers first, we have a Voice of the Customer program to gather information about what is working and what needs improvement.
This spring, we began working with Qualtrics, a leading customer experience management company, to further grow our Voice of the Customer program and capture feedback across the various ways Californians interact with the EDD, such as through our call centers, online applications, social media, website, and offices.
In June we introduced new surveys on the EDD website and in Tax and America’s Job Center of California offices. This is in addition to the surveys that the Disability Insurance Branch offers in their offices. We have received over 3,500 survey responses and will use this data to better understand customer preferences and experiences when they visit us online or in an office to ensure our services meet their needs.
Our Voice of the Customer program coupled with customer research and testing supports EDD modernization efforts and ensures we provide Californians services that are easy, reliable, and empathetic.
The Support You Need, When You Need It Most