The California JPIA completed its 2007 member satisfaction survey in June.  This represents the first one since the original survey in 2004.  Roughly eleven hundred individuals who work at member agencies were invited to participate, representing a cross section of contacts that carried out different sets of responsibilities for their organizations.  Accordingly, questions were tailored for the individuals, and included only topics that would be appropriate. 

Virtually all survey respondents, 94%, indicated that the California JPIA does an excellent or good job in providing programs and services to its members.  Approximately 3% of members indicated that the Authority’s performance is fair in this respect, whereas less than 1% rated the Authority’s performance as poor or very poor.  The intensity of member satisfaction with the Authority’s performance increased significantly in the past three years, with the proportion who provided a rating of excellent climbing from 46% in 2004 to 58% in 2007. 

The favorable assessment of the California JPIA’s overall performance is also widespread among members, and remains very positive regardless of the respondent’s position within the organization, role with respect to the Authority, involvement in Authority-related activities, or years of involvement. 

Among respondents who were familiar with a program or service and expressed an opinion, nearly all indicated that they were satisfied with the California JPIA’s performance in providing the program or service.  The percentage who indicated that they were satisfied ranged from a low of 96% for the workers’ compensation program to a high of nearly 100% for the general liability program.

Survey results indicate that the California JPIA continues to perform at a very high level in meeting the existing needs of its members.  Moreover, the 2007 results make clear that the Authority has significantly improved its performance in a number of key service areas since the baseline study in 2004.  Of the 17 specific performance dimensions in which a statistically significant change occurred since the baseline study, 16 of the changes were in the positive direction.

To view the entire survey results, please click here.