American Association of State Compensation insurance Fund
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CopperPoint Mutual Insurance Company
Phone: (602) 631-2000
Address: 3030 North Third Street
Phoenix, AZ   85012
Website: www.copperpoint.com

State Compensation Insurance Fund
Phone: 888-STATEFUNDCA
Address: 333 Bush Street
Suite 800
San Francisco, CA   94104
Website: www.statefundca.com

Pinnacol Assurance
Phone: (303) 361-4000
Address: 7501 East Lowry Boulevard
Suite 800
Denver, CO   80230-7006
Website: www.pinnacol.com

Hawaii Employers' Mutual Insurance Co. Inc.
Phone: (808) 524-3642
Address: 1100 Alakea Street
Suite 1400
Honolulu, HI   96813
Website: www.hemic.com

Idaho State Insurance Fund
Phone: (208) 332-2100
Address: 1215 West State Street
P.O. Box 83720
Boise, ID   83720-0044
Website: www.idahosif.org

Kentucky Employers Mutual Insurance
Phone: (859) 425-7800
Address: 250 West Main Street Suite 900
P.O. Box 83720
Lexington, KY   40507-1724
Website: www.kemi.com

Louisiana Workers' Compensation Corporation
Phone: (225) 924-7788
Address: 2237 South Acadian Thruway
P.O. Box 83720
Baton Rouge, LA   70808
Website: www.lwcc.com

Maine Employers Mutual Insurance Company (MEMIC)
Phone: (207) 791-3300
Address: 261 Commercial Street
P.O. Box 11409
Portland, ME   04104
Website: www.memic.com

Chesapeake Employers’ Insurance Company
Phone: (410) 494-2000
Address: 8722 Loch Raven Boulevard
P.O. Box 11409
Towson, MD   21286-2235
Website: www.ceiwc.com

SFM Mutual Insurance Company
Phone: (952) 838-4200
Address: 3500 American Boulevard West Suite 700
P.O. Box 11409
Bloomington, MN   55431-4434
Website: www.sfmic.com

Missouri Employers Mutual Insurance
Phone: (800) 442-0590
Address: 101 N Keene St
P.O. Box 11409
Columbia, MO   65201
Website: www.mem-ins.com

Montana State Fund
Phone: (406) 495-5015
Address: 855 Front Street
P.O. Box 4759
Helena, MT   59604-4759
Website: www.montanastatefund.com

New Mexico Mutual Group
Phone: (505) 345-7260
Address: 3900 Singer Boulevard NE
P.O. Box 4759
Albuquerque, NM   87109
Website: www.newmexicomutual.com

New York State Insurance Fund
Phone: (212) 312-7001
Address: 199 Church Street
P.O. Box 4759
New York, NY   10007
Website: www.nysif.com

Workforce Safety and Insurance
Phone: (701) 328-3800
Address: 1600 East Century Avenue Suite 1
P.O. Box 4759
Bismarck, ND   58506-5585
Website: www.WorkforceSafety.com

Ohio Bureau of Workers Compensation
Phone: (800) 644-6292
Address: 30 West Spring Street
P.O. Box 4759
Columbus, OH   43215-2256
Website: www.bwc.ohio.gov

CompSource Mutual Insurance Company
Phone: (405) 232-7663
Address: 1901 North Walnut Ave.
P.O. Box 53505
Oklahoma City, OK   73152-3505
Website: www.compsourcemutual.com

State Accident Insurance Fund (SAIF)
Phone: (503) 373-8000
Address: 400 High Street SE
P.O. Box 53505
Salem, OR   97312-1000
Website: www.saif.com

Pennsylvania State Workers Insurance Fund
Phone: (570) 963-4635
Address: 100 Lackawanna Avenue
P.O. Box 5100
Scranton, PA   18505-5100
Website: www.dli.state.pa.us/swif

Beacon Mutual Insurance Company
Phone: (401) 825-2667
Address: One Beacon Centre
P.O. Box 5100
Warwick, RI   02886-1378
Website: www.beaconmutual.com

South Carolina State Accident Fund
Phone: (803) 896-5800
Address: P.O. Box 102100
P.O. Box 5100
Columbia, SC   29221-5000
Website: www.saf.sc.gov

Texas Mutual Insurance Company
Phone: (800) 859-5995
Address: 6210 East Highway 290
P.O. Box 5100
Austin, TX   78723-1098
Website: www.texasmutual.com

Workers Compensation Fund
Phone: (800) 446-2667
Address: 100 West Towne Ridge Parkway
P.O. Box 2227
Sandy, UT   84070
Website: www.wcfgroup.com

Washington Department of Labor and Industries
Phone: (360) 902-5800
Address: P.O. Box 44001
P.O. Box 2227
Olympia, WA   98504-4001
Website: www.lni.wa.gov

Wyoming Division of Workers Safety & Compensation
Phone: (307) 777-7159
Address: Cheyenne Business Center
1510 East Pershing Boulevard
Cheyenne, WY   82002
Website: wydoe.state.wy.us

Workers Compensation Board - Alberta
Phone: (780) 498-3999
Address: 9925-107 Street
P.O. Box 2415
Edmonton, AB   T5J 2S5
Website: www.wcb.ab.ca

Workers Compensation Board of British Columbia (WORKSAFEBC)
Phone: (604) 273-2266
Address: P.O. Box 5350 Station Terminal
P.O. Box 2415
Vancouver, BC   V6B 5L5
Website: www.worksafebc.com

Manitoba Workers Compensation Board
Phone: (204) 954-4321
Address: 333 Broadway
P.O. Box 2415
Winnipeg, MB   R3C 4W3
Website: www.wcb.mb.ca

WorkSafeNB
Phone: (506) 632-2200
Address: 1 Portland Street
P.O. Box 160
Saint John, NB   E2L 3X9
Website: www.worksafenb.ca

Workers Compensation Board of Nova Scotia
Phone: (902) 491-8999
Address: 5668 South Street
P.O. Box 1150
Halifax, NS   B3J 2Y2
Website: www.wcb.ns.ca

Prince Edward Island Workers Compensation Board
Phone: (902) 368-5680
Address: 14 Weymouth Street
P.O. Box 1150
Charlottetown, PE   C1A 7L7
Website: www.wcb.pe.ca

Saskatchewan Workers Compensation Board
Phone: (306) 787-4370
Address: 200 - 1881 Scarth Street
P.O. Box 1150
Regina, SK   S4P 4L1
Website: www.wcbsask.com

Puerto Rico State Insurance Fund Corporation
Phone: (787) 793-5959
Address: G.P.O. Box 365028
P.O. Box 1150
San Juan, PR   00936-5028
Website: www.cfse.gov.pr
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Latest Newsletter

How Are You Listening to the Voice of the Customer?

By Revee White, Director of Marketing and Communications, Missouri Employers Mutual

We often hear and toss around the terms “customer focus” and “customer experience,” but what do they really mean? Customer Experience, or CX, is how customers perceive their interactions with a company. Good customer experiences are made up of three things from the perspective of the customer:

  1. Is it useful (deliver value)?
  2. Is it usable (make it easy to find and engage with the value)?
  3. Is it enjoyable (emotionally engaging so people want to use them)?

Customers have a lot to say about their brand satisfaction and needs, but they don’t always say it clearly. Voice of the Customer (VoC) programs help companies listen to customer feedback, interpret that feedback, and finally act on it, providing a data-driven approach to building a customer-centric culture.

VoC programs provide the means to identify potential business opportunities and mitigate issues that detract from the customer experience. Data types may vary depending on the ways a company obtains customer feedback. For example, North Dakota Workforce Safety and Insurance receives feedback in the form of customer service representatives calls, which they leverage to streamline information delivery to their customers.

“These calls may be the most useful information we receive because of the customer’s questions,” says Valerie Kingsley, Communications Director. “It helps drive website updates, form/letters and other updates.”

Many organizations conduct periodic customer surveys to gain customer feedback. In 2018, Beacon Mutual Insurance Company surveyed both agents and policyholders to better understand their experience.

“By splitting the survey data by small and large businesses, we were able to understand the differences between these two segments,” said Michelle Karn, corporate marketing and communications director for Beacon Mutual.

For every customer, there can be thousands of points of insight across journeys from a product delivery, use, and service and support perspective. Multiply the points of insight by myriad interaction channels and you can begin to understand the challenge organizations face in capturing, analyzing, and acting on feedback to gain a deep understanding of the customer experience as well as the brand’s performance in addressing those needs.

Missouri Employers Mutual Insurance (MEM) found themselves facing this challenge. They identified a number of surveys being conducted across the organization, but the information gathered for and by each survey was being acted upon within silos and not shared across the organization; therefore, they were unable to draw a broad picture of what customers were saying.

In 2018, MEM paused individual department surveys and overhauled its survey process. Working with a survey vendor, MEM completed customer journey mapping to illustrate every touchpoint throughout the policyholder lifecycle—from researching insurance providers to renewal. The research included internal touchpoint mapping, 1-on-1 policyholder interviews, internal and external focus groups, and quantitative validation.

“We know our policyholders generally travel through five phases, and each phase holds great strengths and opportunities for improvement,” said Revee White, director of marketing and communication. “We also identified individual touchpoints driving value, as well as at what points in the customer journey emotions ran high and could be improved with better communication.”

Successful VoC programs compile feedback and data from different sources to provide rich context on customer experience and organizational responsiveness. As a result, the insights can be used to inform and engage stakeholders with the power to drive action—providing the foundation for organizational change and continuous improvement.

Below are some areas where organizations can focus to listen and act upon customer feedback:

  • Customer surveys gauge overall satisfaction as well as identify pain points around individual touchpoints.
  • Focus groups and advisory councils allow more qualitative data.
  • Feedback from major accounts or most valuable customers can be used to inform and formulate specific strategies to retain high-value customers.
  • Indirect feedback can be utilized from email threads or a call recording.
  • Social media and online forums can also be used to identify what’s on a customer’s mind.
  • Customer reviews and testimonials help you separate the good from the bad.
  • Web usage data can give you a better idea of what customers are doing on their own.

Despite more and more customer data available to business partners, key leaders continue to report at least half of their customer-facing decisions are unsuccessful. This may be a result of the “data rich–insight poor” reality many companies face today.

Organizations that listen, analyze, and act on customer feedback create differentiated customer experiences, which pays off in increased loyalty, brand advocacy, and market share.

 

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