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Health Policy And Analytics Division
2017 PEBB Customer Service SurveyCindy Bowman
Operations Director(PEBB, OEBB)
Survey Sample = 11,179
Rev. 4/2018
Bdatt.3
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)
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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?
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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?
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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?
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Answered: 10,206 Skipped: 973
Customer ServiceWhat type of information are you interested in receiving?
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Answered: 8,311 Skipped:2,868
Customer ServiceHow would you like to receive information?
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Answered: 9,382 Skipped: 1,797
Customer ServiceHow do you rate the overall quality of service provided by PEBB?
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Answered: 10,229 Skipped: 950
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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
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Open EnrollmentIf you used Alex, did you find it helpful?
Answered: 4,296 Skipped: 6,883
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Open EnrollmentDid you choose the plan that Alex recommended?
Answered: 4,888 Skipped: 6,291
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Health Engagement ModelAre you a Health Engagement Model (HEM) Participant?
Answered: 10,114 Skipped: 1,065
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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
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Open EnrollmentWho was your insurance carrier for the 2017 plan year?
Answered: 10,008 Skipped: 1,171
Questions?
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Questions?
