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HSS reports positive open-enrollment survey results, staff ask for more post-enrollment participation
Summary
HSS’s post-open-enrollment surveys showed strong member satisfaction with self-service tools (eBenefits 84/100) and a customer-effort score of 5.9/7; staff and board members discussed benchmarking, participation rates and next steps to improve outreach and training.
Mitchell Griggs, chief operating officer for the San Francisco Health Service System, told the board on Jan. 9 that HSS’s first post-open-enrollment survey effort yielded broadly positive responses from members and staff but identified opportunities for improvement.
Griggs said member-facing scores included a customer effort score of 5.9 out of 7, a member satisfaction score of 72 out of 100 and an eBenefits self-service satisfaction score of 84 out of 100. The board was also told that the network promoter score (NPS) was 32 (where any score above 0 is considered good). Griggs emphasized that this year’s rollout of self-service is new and the survey establishes a baseline for future comparison.
Staff surveys aimed at member-services employees had 16 pre-open-enrollment responses and nine post-open-enrollment responses, Griggs said; he acknowledged the small sample and described plans to boost post-survey participation and to share the results in a follow-up staff meeting. Griggs highlighted common requests: more cross-division collaboration, additional training on self-service and PeopleSoft components, and clearer communications materials for members—particularly retirees who lack personal email addresses.
Board members asked about benchmarking standards and whether HSS compared its scores to similar organizations. Griggs and staff said the benchmarks used are national customer-service organizations and that future analysis will drill down to more comparable peers and sizes.
What happens next: staff plan targeted steps to increase post-survey responses, explore more tailored benchmarks (public-sector or West Coast peers) and continue rolling out phone- and web-based improvements to member services.
