Modernization Drives Record Customer Satisfaction

Published: April 22, 2026

EDD customer satisfaction reached multi-year highs across every major service category in our most recent annual customer survey. More customers are saying it’s easier to apply, get help, and move forward with confidence.

In 2025, customer satisfaction reached some of the highest levels we’ve seen:

  • Disability Insurance: 75%
  • Paid Family Leave: 81%
  • Unemployment Insurance: 81%

These results reflect focused efforts to simplify our processes, use plain language, and improve how we support customers during important moments in their lives.

When Californians come to EDD, they are often navigating stressful or important life moments. This year’s survey results show that our modernization efforts are making a real difference— improving how people experience our services.

We listen to our customers and act on what we hear. We are making services simpler, speeding up processing, and expanding self-service options so customers can get what they need more easily and with greater confidence.

 

What’s Working for Customers

Customers are finding it easier to use our services.
Most people say our online tools are easy to use. Most customers (74% to 95%) say our online services are easy to use. This is especially true for unemployment, where customers can apply and manage benefits online with confidence.

  • Unemployment (certifying for benefits): 95% say it’s very or somewhat easy
  • Unemployment (applying): 91% say it’s easy
  • Disability (applying): 86% say it’s easy
  • Paid Family Leave (PFL claims): 74% say it’s easy

Clearer, simpler processes are making a difference.
Improvements like plain language, simpler applications, and better identity verification are helping customers manage their claim easier. Most customers (64% to 83%) are satisfied with our core services. Disability benefit satisfaction, for example, increased significantly in just one year.

  • Disability satisfaction: 75% (up from 44% in 2024)
  • Paid Family Leave satisfaction: 65%
  • Unemployment satisfaction: 81%

Customers are choosing digital first but want options.
Many customers apply online and check their claim status digitally. For example, 73% of disability customers say they go online to manage their claim, but still value other support like mail (40%) and help from EDD staff or their health providers. Having other ways to get help, like phone support or mail, are meaningful even with online self-service.

Communication is improving trust and confidence.
Customers say they feel more confident that their information is safe. They also find updates (especially text messages and online notifications) helpful and easy to understand.

  • 78% feel confident their information is safe
  • 85% say text messages are helpful
  • 70% say mailed communications are helpful

Services are easier to access across the board.
From job centers to Online Employer Services, most customers say it’s easy to get what they need. Employers, in particular, report strong ease of use with payroll tax tools and employment services.

Simpler, Clearer, and Easier Services

These improvements show that focusing on clear communication, simple processes, and reliable online tools is working. Customers are noticing the difference.

We will continue building on this progress through ongoing Department improvements. Recent efforts include:

  • Faster Updates About Unemployment Claims: We’re rolling out alerts by text, email, and myEDD to give customers early notice of important updates on their claim. Helping our customers stay informed and to act quickly if needed.
  • Expanding the Document Management System (DMS): We’re continuing to modernize how we process mail and paper documents. We’re integrating disability forms into the new system. That means faster processing and more efficient services for our disability and Paid Family Leave customers.
  • Modernizing Employer Login Security: We’re introducing multi-factor authentication in our Online Employer Services to help employers protect their accounts with enhanced security and peace of mind.
  • Integrated Claims Management System Contract Award: We’re kicking off efforts to replace siloed legacy systems for disability, Paid Family Leave, and unemployment programs with one unified system to help customers access benefits more seamlessly. The effort will focus first on disability and Paid Family leave, then unemployment.
  • Simplifying the Unemployment Bi-Weekly Certifications: We’re redesigning the bi-weekly certification questions in myEDD to make them clearer and easier to complete. These updates will help ensure faster, more accurate payments, and a simpler experience for everyone.
  • Expanding Unemployment Self-Service through Chatbot: We’re making it easier for customers to get answers—anytime, anywhere. In addition to disability and Paid Family Leave customers, unemployment customers will now be able to chat online 24/7 to get details on their claim status, access the most commonly asked questions, and more.

We will continue building on this momentum and working hard to keep increasing customer satisfaction. For more information about EDD’s modernization efforts, visit Benefiting Californians and subscribe for regular news and updates, delivered right to your inbox.

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