Contact Center Customer Satisfaction Surveys

We engage in robust customer satisfaction research to measure performance and identify areas for improvement. In response to the California State Auditor’s recommendation and Assembly Bill (AB) 56, we expanded the availability of after-call surveys through each of our benefit program contact centers. The surveys help measure customer satisfaction after speaking with an agent.

For example, from January to July 2023, 89 percent of customers calling our unemployment customer service line found that our representative was polite and professional, up from 85 percent between January 2022 to July 2022. EDD customers said that 83 percent of our representatives had helpful knowledge and experience These results are consistent with the positive trend we also saw in our 2022 annual customer satisfaction survey across our EDD programs.

Survey results were especially positive for our new dedicated, multi-lingual language lines for the unemployment program. Over 92 percent of customers using the Spanish-language line found the representative polite and professional, and 89 percent said the representative had helpful knowledge and experience. Of the customers using the dedicated Cantonese, Mandarin, and Vietnamese language lines, 93 percent reported the representative was polite and professional and 89 percent said the representatives had helpful knowledge and experience.

We are optimistic that the new training and resources we deployed for employees, and our sustained EDDNext modernization investments, will help further these positive trends.