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State Fund Today

Our Annual Survey Drives Insights into Customer Satisfaction

State Fund
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We hear you!

We know it’s important to understand what our customers need and how we can help them. Each year, we launch a survey for this purpose as a part of our “Voice of the Customer” program. The feedback we receive allows us to better understand how our customers feel and how we can plan for the upcoming year to further enhance their experience.

2,100 policyholders and 130 brokers took the survey

While there’s always room for improvement, results from the 2024 survey confirm we’re still headed in the right direction. Each year, our Customer Experience team reports the survey results to our Executive Committee to consider where there may be opportunities for us to improve and enhance customer satisfaction and service. 

Here are a few actions we took last year that made a difference:

  • Enhanced our online services and promoted paperless resources
  • Facilitated a quicker and easier payment process
  • Initiated a Safety Equipment Grant Program that provided millions of dollars in grants to eligible policyholders
  • Continued to educate brokers through our Continuing Education and Broker Training Programs
  • Updated our IIPP Builder℠ (Injury and Illness Prevention Program), to include a version in Spanish

Based on this year’s results and feedback, here are some initiatives we have in progress:

  • Reviewing our billing processes to elevate the customer experience
  • Enhancing our service center operations to provide our customers with an improved experience
  • Enabling policyholders to access certificates of insurance via self-serve options, making it faster and easier

A big thank you to all who took the survey! If you didn’t take the survey last year, we invite you to take it this year when we distribute it again in the fall. We always welcome your feedback and greatly appreciate your support.