Customer Experience Research

Use Customer Experience Research to Impact Processes and Improve Satisfaction

Overview:

Understand customers’ experience with the Washington State Department of Labor and Industries (L&I) various departments and processes and determine how those interactions impact satisfaction with the overall experience of working with the agency.

Challenge

While maintaining historical data for continued tracking, customer experience research was required to identify opportunities to improve the experience for both workers and managers/business owners who interact with L&I.

Approach

Pacific Market Research consulted with agency stakeholders and trusted consultants throughout the design process to ensure a customer-focused questionnaire design that included the most relevant touchpoints for evaluation. Customer experience research insights were gathered via quantitative telephone interviews and results were analyzed using regression models to determine key satisfaction drivers to identify strengths and opportunities.

Outcome

Washington State’s Department of Labor and Industries is able to track the customer experience, both with workers and employers, across its large organization. L&I continually monitors these insights to identify areas of opportunity and takes decisive action to better meet its customers’ needs.