WorkCover SA is committed to advancing, disseminating and preserving knowledge that improves recovery and returns injured workers to work and/or the community.
Stakeholder satisfaction
In April 2008, WorkCover conducted employer and injured worker satisfaction surveys to measure Employers Mutual’s progress against the benchmark survey conducted in 2006 and the survey undertaken in 2007. The survey of WorkCover’s stakeholders was undertaken by McGregor Tan Research, a strategic, marketing and social research company.
In that 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.
For employers, an overall average satisfaction with Employer’s Mutual service rating of 6.20 was recorded, in line with the 6.25 recorded in May 2007.
An overall satisfaction rating with WorkCover's service of 6.50 out of 10 was recorded. This will set the benchmark for future surveys as this was the first year questions on WorkCover's service were included.
Employers research final report: May 2008 [261KB]
Injured worker respondents were asked how satisfied they were with how they were treated by Employers Mutual and their claims manager’s effectiveness in resolving their case.
For injured workers, the overall average satisfaction with Employer’s Mutual service rating was 6.20 (down from 6.56 in May 2007).
An overall satisfaction rating with WorkCover's service of 6.20 out of 10 was recorded. This will set the benchmark for future surveys as this was the first year questions on WorkCover's service were included.
Injured workers research final report: May 2008 [257KB]
Employers Mutual research report
In October 2007 Employers Mutual Limited (EML) conducted interim employer and injured worker satisfaction surveys to track customer awareness and satisfaction levels and to compare the findings to the previous surveys conducted by WorkCoverSA. The surveys were undertaken by McGregor Tan Research, a strategic, marketing and social research company.
Employers research report: November 2007 [1MB]
Injured workers research report: November 2007 [1MB]
Health provider satisfaction survey
In August 2007 WorkCover carried out its first provider satisfaction survey and the results have now been analysed. The survey was undertaken by McGregor Tan Research, a strategic marketing and
social research company.
Providers survey: Summary of findings (August 2007) [95KB]