Customer Feedback Drives Better EDD Services

SACRAMENTO — Today, the Employment Development Department (EDD) is recognizing International Customer Experience Day by highlighting how customer feedback is driving changes to make EDD services easier, clearer and more accessible.

As EDD continues to modernize its services, the Department is also expanding how it listens to customers and acts on what it hears. Over the past year, customer feedback, research, survey results and operational data have helped EDD identify where they encounter challenges, determine where targeted improvements can make a difference, and measure whether those changes are making services easier to use.

The approach is to listen, learn, act and measure.

In a recent Governing magazine feature, Director Farias highlighted how EDD is intentionally integrating the voice of the customer into service delivery.

It’s not just about the modernization effort or preparing for the next challenge. It’s about creating a government and a Department that’s flexible, resilient and customer-centered — where we can meet the needs of today and pivot to meet the needs of tomorrow when they come.

Listening is only the first step. EDD also measures what it hears to understand whether changes are improving the customer experience. One way the Department does this is through its annual customer survey. This year’s results show satisfaction reached multi-year highs across its major benefit programs, with 81% of unemployment customers, 75% of disability customers and 65% of Paid Family Leave customers reporting satisfaction. The results provide another way for EDD to understand how customers experience its services as the Department continues to simplify processes, improve communication, and expand digital access.

Turning Customer Feedback into Action: Latest Updates

Simplifying Unemployment Benefit Certification

Customers told EDD that parts of the online unemployment benefit certification process were confusing. EDD reviewed the experience, redesigned key screens, clarified instructions and updated content using plain language.

EDD continued listening after the first set of changes were made.

Feedback from customers across EDD channels, including online survey comments, pointed to one area that could be clearer: a heading that said Continue Benefits appearing toward the end of the certification process. Checking the box under the heading tells EDD to stop benefit payments because the customer is indicating that they no longer need unemployment benefits after those two weeks. If customers aren’t careful, they may unintentionally check the box and stop their payments.

EDD changed the heading to Stop Benefit Payments to make the action being called for clearer.

Result: Following the overall certification update, use of the Help icon decreased by 54.5%, an early signal that customers may be finding the updated experience easier to navigate.

Customers also responded to the change in the header wording almost immediately. One customer wrote:

Wow, you folks actually updated the ‘Continue Benefits’ to a clear unmistakable ‘Stop Paid Benefits.’ Good job!! So many users [moving fast] probably saved. Feedback comments actually taking effect is a good sign for this program

In addition, EDD’s operations data shows 80.4% of unemployment claims are being paid within one week of customers completing their first certification of their eligibility for benefits.

We're keeping a close eye on customer feedback and other metrics to make sure the changes we’re putting in place are working as intended and making the certification process clearer and easier for customers.

Making Identity Verification Faster and Easier

Based on customer feedback to keep improving identity verification, EDD expanded streamlined online identity verification across its online benefit programs. This process using some of the latest technology makes it easier for customers to verify their identity online and continue accessing services quickly.

Result: More than 80% of online customers are completing verification within seconds. Which makes the application process much faster and smoother for customers.

Improving Language Access Across Programs

Customer feedback has reinforced the need for clear, accessible information in the languages Californians use. EDD is expanding language access across its digital and phone services, including:

• 24/7 help in eight languages: EDD’s chatbot provides answers about benefits, claims, jobs and training, and payroll tax and business services without requiring customers to call. The chatbot feature has an 84% success rate in delivering the information customers are looking for.
• Online unemployment applications in the state’s top eight languages: More customers can apply for unemployment benefits in their preferred language through a shorter, simpler application. Those languages include English, Armenian, Chinese Simplified, Chinese Traditional, Korean, Spanish, Tagalog, and Vietnamese.
• Live chat with real-time translation: Unemployment customers can connect with an EDD team member through myEDD and use real-time translation to communicate in their preferred language.
• Faster multilingual voicemail support: EDD uses speech-to-text technology to transcribe and translate customer voicemails in more than 150 languages within minutes. Reduced processing time by 40–50%, helping staff respond faster while giving customers more ways to get information and help in the language they prefer.

Result: These changes give customers more ways to get information and the help they need for a smoother claim experience.

Expanding Self-Service Options

Customers told us they want convenient ways to get information, complete tasks and understand what they need to do next. EDD continues to expand 24/7 self-service options, including online claim information, chatbot and live chat support, direct deposit, self-service call center options and a public unemployment data dashboard.

Result: These tools give customers more ways to find the right information and complete tasks without waiting for assistance.

Recognizing Progress

EDD’s customer-focused work is also receiving external recognition. In August 2026at the California Government Technology Summit in Sacramento, EDD earned two Best of California awards recognizing improvements to services for Californians, including recognition for the improved online unemployment application experience.

Listening is an Ongoing Process

For EDD, customer experience is not a one-time project. It is an ongoing process of listening, learning, making changes and measuring results. This is the kind of commitment the annual National Customer Experience Day celebration is meant to encourage. The Department will continue using customer feedback, research and service data to identify opportunities for improvement.

EDD invites Californians to follow its continued modernization and customer experience improvements through its Benefiting Californians newsletter.

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