Continuing to Boost Customer Satisfaction

Published: August 30, 2024

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 claim process fell in the early days of the COVID-19 Pandemic but has continued to recover. 78 percent of customers surveyed in 2023 were completely or mostly satisfied with the unemployment benefits process—up from 69 percent in 2022 and the highest observed in the last four annual surveys. Ninety-one percent of respondents who used UI Online rated opening or reopening their claims was very easy or somewhat easy, a nine point increase over 2022

Related Articles