2017 PEBB Customer Service Survey - Oregon · 2018-05-15 · 37% of survey respondents were ......

Health Policy And Analytics Division

2017 PEBB Customer Service SurveyCindy Bowman

Operations Director(PEBB, OEBB)

Survey Sample = 11,179

Rev. 4/2018

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Demographics

2

Gender: 37% of survey respondents were

Male

63% of survey respondents were Female

PEBB Member longevity: 8% 0-12 Months

27% 1-5 Years

18% 5-10 Years

47% 10+ Years

Survey Age Range: 7% 18-30 Years Old

45% 30-50 Years Old

48% 50+ Years Old

Other Insurance Benefits: 14% of PEBB

respondents have other insurance benefits besides PEBB

Customer ServiceHave you contacted someone at PEBB for any reason within thelast 12 months?

3

Answered: 11,127 Skipped: 52

Customer ServiceIf yes, when you contacted PEBB what did you call about? (check all that apply)

4

Answered: 3,854 Skipped: 7,325

Claim Question

Benefits question/information

2018 electronic enrollment issue/question

2018 paper enrollment process

2018 member eligibility question

2018 plan choices

HEM participation level

Alex decision-making assistant

Other (please specify)

PEBB Customer ServiceHow do you rate the timeliness of the services provided by PEBB employees?

5

Answered: 10,222 Skipped: 957

Customer ServicePEBB strives to respond to your questions within 24 hours (barring unforeseen network outages or an unusually high call volume). Did we respond to your questions promptly?

6

Answered: 10,218 Skipped: 961

Customer ServiceHow do you rate the ability of PEBB employees to provide services correctly the first time?

7

Answered: 10,209 Skipped: 970

Customer ServiceIn what areas can we improve our accuracy?

8

Answered: 5,577 Skipped: 5,602

Website information

PEBB informational emails

Enrollment guides

PEBB inquiry email responses

Phone inquiry responses

Other (please specify)

Customer ServiceHow do you rate the understandability of PEBB's information?

9

Answered: 10,095 Skipped: 1,084

Customer ServiceHow do you rate the helpfulness of PEBB employees?

10

Answered: 10,186 Skipped: 993

Customer ServiceHow do you rate the knowledge and expertise of PEBB employees?

11

Answered: 10,142 Skipped: 1,037

Customer ServiceHow do you rate the availability of information at PEBB?

12

Answered: 10,206 Skipped: 973

Customer ServiceWhat type of information are you interested in receiving?

13

Answered: 8,311 Skipped:2,868

Customer ServiceHow would you like to receive information?

14

Answered: 9,382 Skipped: 1,797

Customer ServiceHow do you rate the overall quality of service provided by PEBB?

15

Answered: 10,229 Skipped: 950

16

Open EnrollmentHow would you rate PEBB's electronic enrollment system?

Answered: 10,138 Skipped: 1,041

17

Open EnrollmentDid you use Alex when considering your plan options this year?

Answered: 10,157 Skipped: 1,022

18

Open EnrollmentIf you used Alex, did you find it helpful?

Answered: 4,296 Skipped: 6,883

19

Open EnrollmentDid you choose the plan that Alex recommended?

Answered: 4,888 Skipped: 6,291

20

Health Engagement ModelAre you a Health Engagement Model (HEM) Participant?

Answered: 10,114 Skipped: 1,065

21

Open EnrollmentIf you are a HEM participant, did you have any trouble accessing your Personal Health Assessment on your insurance carrier's website?

Answered: 9,822 Skipped: 1,357

22

Open EnrollmentWho was your insurance carrier for the 2017 plan year?

Answered: 10,008 Skipped: 1,171

Questions?

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Questions?