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Voice of the Customer

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Voice of the Customer

January 13, 2016

Happy New Year! We would like to thank those of you who participated in the WCIRB’s 3rd annual Voice of the Customer survey conducted in October. Your feedback matters and the input we received from the survey, along with the input we receive throughout the year, will help shape the products and services that we develop in the months to come.

The annual Voice of the Customer survey is used to gauge the WCIRB’s overall performance, with questions focusing on four key areas — quality, accuracy, responsiveness and overall satisfaction. More than 12,000 stakeholders were invited to participate in the survey and we received nearly 900 responses. To those of you who shared your feedback with us, thank you. If you didn’t have the opportunity to complete the survey, you can send feedback at any time on any topic via email to [email protected].

2015 Voice of the Customer Survey Results

Of our four strategic imperatives, two were strongly represented in the survey with multiple survey questions devoted to them. With respect to building and delivering new products and services for members, 96% of our customers agreed that the new products and enhancements to existing products that we delivered in 2015 met their needs.

In terms of efficiency, agility and ease of doing business through enhanced transparency, empowering technologies, and a customer centric focus, 97% of respondents agreed that the WCIRB provides consistent value, and 94% agreed that the products and services that we provide reduce the time and cost of doing business.

When asked about our overall performance, 97% responded that they are extremely satisfied with the WCIRB’s overall performance and 99% agreed that the WCIRB is headed in the right direction.

Coming Soon

In the comments section of the survey, a number of WCIRB Connect users provided input regarding new features they would like to see, and we are pleased to announce that some of these enhancements are scheduled for deployment in the first quarter of 2016 and others will be delivered later in the year.

WCIRB Connect Work Queue (Q1 2016)
We are making a number of enhancements to the WCIRB Connect Work Queue

  • Test audit correspondence will be available via the insurer’s online Work Queue and insurers will be able to submit test audit protest information via the Work Queue
  • Insurer users can subscribe to automatically receive email alerts when WCIRB Connect reports are ready
  • The Work Queue will have a more sophisticated review and escalation process to make responding to work queue items easier

Experience Modification Calculator
A number of survey respondents said they missed the calculator that was part of the now decommissioned WCIRB Online system. We are evaluating the requirements for developing an experience modification calculator, which may be helpful in light of the changes to the experience rating system in 2017. We anticipate having a tool available in mid-2016. Refresh
We realize that you want to find information quickly and easily on This year we will be working on a “refresh” of the website to organize information more efficiently making it even easier for you to find what you are looking for.

Make sure you read future editions of the News and Notes to be notified when these new features are deployed, and let your colleagues know that they can subscribe to stay informed too.

As always, thank you for your feedback and again, email us at [email protected] at any time if you have any suggestions or questions.

Future Editions

Have a suggestion for a future News and Notes topic? Email [email protected].