Customer Satisfaction Survey

Improving Agency Performance
 

The Industrial Commission of Arizona (ICA) is committed to continually enhancing its services, aiming to provide the best possible customer experience to its stakeholders. A key objective in the agency's five-year strategic plan is to elevate its overall customer service score by 10% before the close of fiscal year 2029. To initiate this effort, the agency launched a project in fiscal year 2025 and subsequently established a baseline measurement this year.

Surveys were collected from stakeholders between June 2025 and September 30, 2025. Participants could access the survey via two primary methods:

1. Email Signature Link: Agency staff included a direct link in their email signatures.
2. Email Request: Agency staff asked individuals who called the agency if they were willing to complete a brief survey. If they agreed, staff recorded their email address, and a survey link was then emailed to them.

In total, 182 surveys were gathered and analyzed. The survey instructed participants to first identify their stakeholder group that regularly interacts with the ICA, and then specify the division they engaged with. Following this identification, participants answered the following questions using a Likert scale:

• Overall engagement with the division
• How well they were listened to
• Response time
• Helpfulness of the person in the division

The agency's cumulative average score across all questions and responses was 4.25. The detailed results for each division can be found by referencing the accompanying ICA Customer Service Survey Analysis Excel Spreadsheet.