Unemployment Insurance Customer Satisfaction Remains Strong

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 our benefit program contact centers. The surveys help measure customer satisfaction after speaking with an agent.

From August 2023 to December 2023, 90 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. Our customers said that 85 percent of our representatives had helpful knowledge and experience, up from 83 percent last year.

Survey results remained especially positive for our dedicated, multilingual service lines for the unemployment program. Over 95 percent of customers using the Spanish-language line found the representative polite and professional, and 93 percent said their representative had helpful knowledge and experience. Of the customers using the dedicated Armenian, Cantonese, Korean, Mandarin, Tagalog, and Vietnamese language lines, 93 percent reported their representative was polite and professional and 93 percent said the representatives had helpful knowledge and experience.

Customer Service Satisfaction Infographic shows 2 comparative bar graphs. left side shows 85% vote in January to July 2022 and 90% vote in August to September 2023 for Representatives were polite and professional as well as the right side bar graph 83% vote in August to September January to July 2022 and 85% vote for 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. In addition, we are investing heavily in improving our contact centers for the State Disability Insurance program to improve the customer experience of obtaining assistance with disability and Paid Family Leave benefits.

Our Survey and Applied Research professionals are also conducting a customer service survey for the State Disability Insurance program in the top 16 languages spoken in California. This will help guide continued improvements as part of EDDNext.