Customer Satisfaction Survey Results

Since 2016, our Survey and Applied Research team has surveyed thousands of our customers annually to help identify what’s working and spotlight opportunities for improvement.

Customer satisfaction with the Unemployment Insurance (UI) claim process fell in the early days of the COVID-19 pandemic but is now rising again. Sixty-nine percent of the customers surveyed in 2022 were completely or mostly satisfied with the application process, up from sixty-seven in 2021. The percentage of customers completely satisfied with EDD services rose to 46 percent, up from 41 percent in 2021.

A unique fraud attack caused Disability Insurance (DI) service levels to fall in late 2021 through 2022. Customer satisfaction fell 16 points from 79 percent in 2021 to 63 percent in 2022. In response, we’ve been working overtime and shifting staff and resources to improve service levels and speed claim processing.