Researcher(s):
Noel Landuyt, PhD
Nicole Duson, Systems Analyst
Josh Cuddy, Graduate Research Assistant
Client(s):
Texas Department of Insurance (TDI)
Project Categories:
Customer Satisfaction
Description:
In February of 2016, the Texas Department of Insurance (TDI) requested that the Institute for Organizational Excellence (IOE) evaluate the agency’s customer service and produce a report to satisfy the requirements of TDI’s strategic plan. In response to this request and given the available timeframe, the IOE staff took the customer service survey used in prior years and conducted a similar scientific survey of the entities and individuals who were identified by TDI as customers. These customers were from at least one of the agency’s 11 program areas. The survey assessment took place from March to May 2016, and received over 1,400 responses. The 11 agency program areas that were assessed are as follows:
- Agent’s Licensing (AL)
- Consumer Protection (CP)
- Division of Workers’ Compensation (DWC) Carriers
- DWC Employers
- DWC Health Care Providers
- DWC Injured Employees
- Financial
- Fraud
- Life and Health (L&H)
- Property and Casualty (P&C)
- State Fire Marshal’s Office (SFMO)
Key Findings:
- Approximately 7.5 out of 10 customers reported (within the margin of error) positive satisfaction when asked to “Rate your overall level of satisfaction with TDI.” The corresponding item conducted in 2013 resulted in 7.1 out of 10 customers expressing a positive level of satisfaction.
- Agent’s Licensing, Financial, DWC Employers, Life and Health, and State Fire Marshal’s Office scored 80 percent or higher in overall satisfaction.
- Across service areas, customers expressed the most satisfaction with the service they received from TDI staff, at 86 percent. The lowest level of satisfaction was re ported with TDI’s handling of complaints, at 64 percent satisfaction.