Partnering with Qualtrics to Improve Customer Experiences with a Voice of the Customer Program

Published: April 29, 2024

As part of our commitment to put customers first, we have a Voice of the Customer program that focuses on customer needs and expectations. This involves getting customer feedback and sharing it across the EDD so we understand our customers better, can make data-driven changes to improve EDD customer experiences, and measure the impact.

This spring, we began working with Qualtrics, an experience management company, to expand our Voice of the Customer program and capture customer experience data. This will help us identify areas for improvement as we work to design and deliver services that are accessible and easy for our customers to use. 

Starting in June, customers will have more ways to provide feedback on their experiences with us. We’re starting with English and Spanish surveys in our offices and on the EDD website, and then expanding to other languages. This builds on the success of our telephone customer surveys, which are already offered in multiple languages.

By listening to customers we can improve our services and customer satisfaction.

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