The Workers Compensation Board (WCB) is pleased to share that injured workers reported their highest overall service satisfaction with their WCB experience since client surveys began over two decades ago.
The overall satisfaction of injured workers with the WCB now stands at 76%, which is an all-time high, an increase of 12% between 2002 and 2024. 94% of injured workers say WCB team members treat them with respect and 87% of injured workers say that they were able to receive the services they needed in a timely manner.
To provide a robust method of tracking the WCB’s service performance to injured workers, an Index was created which combines key metrics about the WCB’s service. As of 2024, the Injured Worker Service Satisfaction Index sits at 79.3. This is also a record high. Specifically, the Index includes injured workers’ satisfaction with their overall WCB experience, as well as three drivers of overall satisfaction: fair treatment, involvement in the claim decision-making process, and the WCB’s ability to answer questions.
“Connecting with our clients in an independent and consistent manner is an essential oversight role of the Board and keeps us on a continuous improvement path.” said Jim MacPhee, Chair of the Workers Compensation Board. “Results from the 2024 Injured Worker Survey will directly contribute to where we will focus our program and service delivery enhancement efforts.”
“We are very pleased to see that there continues to be increased satisfaction from injured worker clients, from initial contact with the WCB, to how they are treated and to receiving the service they need in a timely manner,” said Dan Campbell, CEO of the Workers Compensation Board. “Our organization is committed to its mission of providing leadership in building safe and healthy workplaces, and supporting recovery if and when an injury occurs. WCB team members have demonstrated how dedicated they are to this mission and to their clients, which is reflected back in these results.”
The WCB surveys its two client groups – injured workers and employers – on a biennial basis. In November 2024, Narrative Research was commissioned to survey injured workers. Client surveys have been conducted for over 20 years now, which provides the WCB with significant comparison data to draw from.
Survey results and a summary report are available on the WCB website at http://www.wcb.pe.ca/Information/Surveys.
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