The California JPIA completed its triennial survey of member satisfaction in June 2010. Just over 1,000 individuals who work for or represent a member agency were invited to participate in the online survey, with 221 completing the survey. This represents a completion rate of 22%.

Following are significant highlights from the 2010 survey:

• Virtually all members surveyed indicated that the California JPIA does an excellent (51%) or good (43%) job in providing programs and services to its members.
• Approximately 4% of members indicated that the Authority’s performance is fair in this respect, whereas less that 1% rated the Authority’s performance as poor or very poor.
• Almost three-quarters (73%) of members indicated that they had personally interacted with California JPIA staff in-person, over the phone, or through mail or email during 12 months prior to the survey.
• Members also hold California JPIA staff in high regard, with fewer than 3% of members reporting dissatisfaction when interacting with Authority staff, including those in Senior Management, Claims, Risk Management, Training, Financial Services, and Insured Programs.

Despite the high customer satisfaction ratings found in 2004 and again in 2007, the Authority has succeeded in maintaining and even improving its performance in several areas over the past three years. Moreover, since 2007 the Authority has succeeded in increasing awareness of several of its services, including Property Insurance, Pollution Legal Liability Insurance, and Special Events Insurance. High marks were also received for the Authority’s LossCAP program, and has seen significant increases in website use from members.

The 2010 survey is part of the Authority’s commitment to providing a scope and quality of services that member’s desire, and is reflective of the California JPIA’s constant engagement and feedback from members regarding its performance. This study was designed to provide the California JPIA with a statistically reliable understanding of its members’ satisfaction, priorities, and needs as they relate to services and facilities provided by the Authority. As such, it can provide the California JPIA with information needed to make strategic decisions in a variety of areas – including service improvements and enhancements, measuring and tracking internal performance, budgeting and planning.

To view the entire survey results, please click here.