Customer Satisfaction Survey Services

The Vendor is required to provide to customer satisfaction survey services (injured employee, employers, and medical providers) including, but not limited to, telephone, mail and electronic surveys.
- All the printing and mailing of the paper surveys to our medical providers.
- Employer Surveys 
•    Conducted in the spring each year, with a final report being issued after each survey.  Reports should include, but are not limited to, an executive summary, graphs, summary tables, and a list of all comments. A separate Excel file containing contact information and comments made by employers who identify themselves should also be provided.  
•    The survey will be conducted online only and distributed via email to a random sample of employers. Email invitations may be sent by either agency or the Contractor, as determined by agency.
•    The survey consists of 13 questions ranked on a scale of 1 to 5, and 1 comment section.
•    Employers surveyed fall into 6 different premium groupings.  Reports should provide satisfaction ratings for each premium group as well as overall satisfaction.  
•    The Contractor will be responsible for designing, hosting, and administering the online survey using industry-standard survey software that allows for secure data collection and tracking of responses.
•    Surveys are kept open for a minimum of two weeks.
•    Final report must be provided in PDF format and is due one month after the survey closes. 
•    Vendor will bill agency after each completed survey.
- Injured Employee Survey
•    Conducted in the spring each year, with a final report being issued after each survey.  Reports should include, but are not limited to, an executive summary, graphs, summary tables, and a list of all comments. A separate excel file containing contact information and comments made by injured employees who identify themselves should also be provided.
•    Injured employees interviewed will fall into four different groups which will be indicated on the list provided by agency; short term (60-90 days post acceptance), long term (on disability more than one year), closed claims, and denied claims.
•    Reports should provide satisfaction for each group as well as overall satisfaction (all groups).
•    The survey consists of a total of 16 questions; 6 ranked on a scale of 1 to 5 (with comment sections and 10 yes/no questions. 
•    The survey (interviews) is conducted over a two-week period of time with a minimum of two attempts to contact and a maximum of four.
•    Final report must be provided in PDF format and is due one month after the survey closes.

- Contract Period/Term: 2 years
- Questions/Inquires Deadline: December 05, 2025