OHIO
PLAN CLIENT SATISFACTION SURVEY RESULTS
At the end
of 2004, all Ohio Plan members were asked to participate in a Client
Satisfaction Survey. The purpose of this survey was two-fold:
- First – to find
out how the members viewed the services provided
by the Ohio Plan, and
- Second – to allow
the members to express their thoughts on what can be done in the future to
better meet your needs and expectations.
The overall response received to
this survey was very gratifying. The Ohio Plan thanks every member who took
the time to complete the survey and to share their thoughts and comments. A
summary of the responses received is presented below. We continue to encourage
you to share your thoughts and comments on the Ohio Plan with your regional
representative and the Plan’s Administrator.
In summary, 99% of the respondents
answered a resounding YES to the following question: Would
you refer the Ohio Plan to other public entities?
Remember that when you have an opportunity
to talk to your peers in other communities, we encourage you to talk to them
about your participation in the Ohio Plan.
| |
Excellent |
Above
Average |
Average |
Below
Average |
Quality
of responses to your questions/concerns |
62.41% |
29.79% |
6.38% |
1.42% |
Timeliness
of responses |
57.45% |
31.91% |
9.22% |
1.42% |
|
54.92% |
36.07% |
7.38% |
1.64% |
Knowledge
level of Ohio Plan Agent's Service Team |
59.56% |
32.35% |
6.62% |
1.47% |
Professionalism
of Ohio Plan Agent and Service Team |
62.31% |
29.23% |
6.92% |
1.54% |
Effectiveness
of your Ohio Plan Agent's methods of communication |
55.40% |
33.09% |
10.79% |
0.72% |
Timeliness
and Accuracy of Information provided |
57.45% |
31.91% |
9.22% |
1.42% |
Agent's
ability to anticipate your needs; assist proactively  ..see
graph |
50.71% |
37.86% |
11.43% |
0.00% |
Agent's
renewal preparation, analysis and presentation |
57.66% |
32.12% |
9.49% |
0.73% |
If
you've experienced a claim, your satisfaction with claims handling provided
by the Ohio Plan's Claims Department ..see
graph |
53.10% |
39.82% |
7.08% |
0.00% |
Professionalism
of the Ohio Plan's Claims Representative |
58.97% |
35.90% |
5.13% |
0.00% |
Your
satisfaction during the on-site visit of the Ohio Plan's Risk
Management Representative ..see
graph |
53.39% |
34.75% |
11.02% |
0.85% |
Professionalism
of the Ohio Plan's Risk Management Rep. |
54.84% |
36.29% |
8.87% |
0.00% |
Ohio
Plan's Property and Liability Policy meets your needs ..see
graph |
56.59% |
34.88% |
8.53% |
0.00% |
Overall
service expectations met |
56.03% |
35.46% |
8.51% |
0.00% |
|
58.87% |
34.75% |
6.38% |
0.00% |
