The Authority conducted its sixth triennial member satisfaction survey last year from June to September. In the end, 293 individuals responded, which represents a completion rate of 22%.
As in years past, the Authority selected True North Research to design the research plan and conduct the study. Broadly defined, the study’s purpose was to:
- Measure overall satisfaction with the Authority’s performance in meeting member needs
- Gauge awareness of existing programs and services
- Identify the perceived importance and satisfaction of specific programs and services
- Evaluate current communication methods and efforts
- Profile member perceptions of the Authority as an organization, and
- Track the findings of the 2016, 2013, 2010, 2007, and 2004 studies, where appropriate
The Result: Satisfaction Remains High
Approximately nine in ten members (96%) surveyed in 2019 indicated that the Authority does an excellent (63%) or good (33%) job in providing programs and services to its members. Approximately 3% of members indicated that the Authority’s performance is fair in this respect, whereas no one rated the Authority’s performance as poor or very poor, and 1% were unsure.
Members’ familiarity with the various programs and services offered by the California JPIA varied substantially by service and program. Overall, respondents were most familiar with training offered by the Authority such as classroom style, online, webcasts, academies, and the annual educational forum (94% very or somewhat familiar); followed by Liability Protection Program (90%); resources, such as policy templates and white papers (82%); Workers’ Compensation Protection Program (82%); and risk management such as LossCAP, employment intervention, help desk, and contract review (82%).
Members clearly differentiate between the various programs and services offered by the Authority in terms of the perceived importance to their organizations. Overall, members who provided an opinion rated the Liability Program as the most important program offered (99% extremely or very important); followed by the Property Insurance Program (96%); Workers’ Compensation Program (96%); training programs (93%); and risk management programs such as Loss-CAP, employment intervention, help desk and contract review (90%).
Among respondents who expressed an opinion, nearly all indicated they were satisfied with the California JPIA’s performance in providing 17 of the 19 programs and services tested. Only the Foreign Travel Program (87%) and Railroad Quiet Zone Liability Program (89%) had satisfaction scores under 90%, with the remaining 17 programs and services ranging from 96% to nearly 100%, with the Crime Insurance Program topping the list.
Areas for Future Focus
We will use these survey results and other feedback mechanisms to continue improving our services to members. Areas of future focus include:
- Expand member awareness with services that are underutilized including: Cyber Liability Insurance, Foreign Travel Program, Railroad Quiet Zone Liability Program, Continuity of Operations Program, Risk Technician Program, and Employment Practices Hotline.
- Expand online access to Authority services, information, and documents
- Expand online training opportunities
- Improve awareness of the Authority’s social media presence
Thank you to those who participated in this survey, and to all of you who provide feedback to us throughout the year. We value your input and recognize it as a key element to the success of the Authority.
To view a presentation report on the survey findings, please click here.