Called Workers' Compensation Division
1 = YES
2 = NO
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Most important staff customer service characteristic
1 = Display a genuine interest in my issues
2 = Take personal responsibility for my call
3 = Take care of all my needs in just one call
4 = Treat me with respect
5 = Follow up with me if necessary
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Satisfaction regarding staff customer service characteristic
1 = VERY SATISFIED
2 = SATISFIED
3 = NOT VERY SATISFIED
4 = NOT AT ALL SATISFIED
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Most important staff knowledge characteristic
1 = Understand my questions, concerns, problems
2 = Know the workers compensation law
3 = Able to answer my questions or refer me
4 = Provide clear answers that I have confidence in
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Most important staff credibility characteristic
1 = Help identify my options
2 = Help me make decisions
3 = Provide clear answers that I have confidence in
4 = Impartial and non-judgmental
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Most important staff timeliness characteristic
1 = Access to a person (versus recording) on demand
2 = On hold a reasonable amount of time
3 = My call is answered in a timely fashion
4 = I only need to make one call to get my needs met
5 = I receive a prompt call-back if needed
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Most important automated system characteristic
1 = The automated instructions and options are clear
2 = Transfers from the introduction recording to another
3 = My call is routed correctly through the automated options
4 = I am able to use a toll-free number to call (the unit)
5 = Operator assistance is readily available
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Most important staff characteristic
1 = I get the information I want, or need
2 = I am treated respectfully
3 = I get adequate person-to-person help
4 = I get served in an acceptable amount of time
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Was the overall telephone service excellent, good, fair or poor?
1 = EXCELLENT
2 = GOOD
3 = FAIR
4 = POOR
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

How the telephone service met expectations
1 = EXCEED
2 = MEET
3 = FAIL
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Opinion of Workers' Compensation Division's ability to provide assistance"
1 = IMPROVE
2 = SAME
3 = DECREASE
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Unit Called
1 = ARU
2 = BCU
3 = PWP