Evaluating CX with Survey Design
In the Fall of 2022, the USDOL Office of Unemployment Insurance Modernization (OUIM) consulted with the Illinois Department of Employment Security (IDES) to provide hands-on support with IT modernization and customer experience strategy. Primary discussions focused on making informed product, service, and business decisions based on qualitative and quantitative data— how might IDES leverage existing…
The document describes how the USDOL Office of Unemployment Insurance Modernization partnered with the Illinois Department of Employment Security to redesign their unemployment insurance claims satisfaction survey for better customer experience evaluation.
It highlights the use of natural language processing to analyze claimant feedback, emphasizes the importance of well-crafted survey questions, and offers recommendations for other states on survey design and leveraging open-ended responses to identify new issues.
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