Stakeholder satisfaction

WorkCover SA is committed to sharing information and knowledge that improves recovery and returns injured workers to work and/or the community.

Stakeholder survey

In April-May 2009, WorkCover conducted employer and injured worker satisfaction surveys to measure Employers Mutual’s and WorkCover’s progress against the benchmark survey conducted in 2006 and the surveys undertaken in 2007 and 2008.

WorkCover engaged the services of McGregor Tan Research an independent market research company to conduct the survey so as to maintain the survey’s credibility and robustness. McGregor Tan Research conducted telephone interviews with 1,500 injured workers and 1,003 employers.

Employers

In the research, employer respondents were asked how satisfied they were, on a scale of 1 to 10, where 10 is extremely satisfied and 1 is not at all satisfied, with the service provided by WorkCover's single claims agent, Employers Mutual.

An overall average satisfaction rating of 6.8 (out of 10) was recorded an improvement from 6.20 recorded in May 2008.

A relatively high overall average satisfaction rating with WorkCover's service of 7.0 was recorded above the 6.5 recorded in May 2008.

Employers research final report: June 2009 [275KB]

Injured workers

Injured worker respondents were asked how satisfied they were with how they were treated by Employers Mutual and their case manager’s effectiveness in resolving their case.

An overall average satisfaction with Employer’s Mutual service rating was 6.1 (out of 10) marginally down from 6.2 in May 2008.

An overall satisfaction rating with WorkCover's service of 6.4 was recorded above the 6.2 recorded in May 2008.

Injured workers research final report: June 2009 [274KB]