Q3 2023

What we learned from this quarter's data:

Applying for disaster assistance: During the third quarter of Fiscal Year (FY) 2023, FEMA received 377 customer experience survey responses from survivors of eight Presidentially declared disasters (DRs: 4697-MS, 4698-AR, 4699-CA, 4701-TN, 4704-IN, 4706-OK, 4707-CA and 4709-FL). Customer satisfaction with employee helpfulness remained FEMA’s top performing area.

Apart from employee helpfulness, all scores experienced an increase this quarter. The area that needs the most improvement continues to be addressing customer needs. This area’s low score was influenced by the 4606-OK Tornado, 4698-AR Severe Storms, 4699-CA Severe Storms, and 4707-CA Winter Storm, which contributed nearly half of the responses this quarter and reported the lowest satisfaction in this area.

Leveraging the newly implemented Login.gov function as a streamlined login mechanism was implemented near the end of the third quarter of FY 2023, so some improvements for ease of access to assistance may be reflected in survey results by the end of FY 2023. In the first quarter of FY 2024, FEMA plans to roll out additional improvements to our public facing disaster registration website, which we hope to improve our ability to meet expectations of survivors when it comes to a streamlined registration experience.

Filing a claim under National Flood Insurance Program: The majority of respondents felt that filing their claim for the National Flood Insurance Program was simple and are likely to renew their policy. What matters most to those filing a claim is that adjusters have flood insurance knowledge/expertise, and they have the policyholder’s best interest at heart. Those filing a claim would like clear, simple, honest communication. The pain points for those filing a claim are documenting contents and receiving funds in a timely manner in order to start repairs.

Service details

Q2 2023

What we learned from this quarter's data:

Disaster Assistance: During the second quarter of Fiscal Year (FY) 2023, FEMA received 465 customer experience survey responses from survivors of six Presidentially declared disasters (DRs: 4673-FL, 4677-SC, 4680-FL, 4683-CA, 4684-AL, and 4685-GA). Customer satisfaction with employee helpfulness remained FEMA’s top performing area.

Apart from employee helpfulness, all scores experienced a decrease this quarter. The area that needs the most improvement continues to be addressing customer needs. This score’s decrease was in part influenced by the 4680-FL Hurricane and the 4683-CA Floods, which contributed half of the responses this quarter and reported the lowest satisfaction in this area. The two Florida DRs, 4673-FL and 4680-FL, reported lower than average satisfaction across all questions, which continues the trend noted last quarter in this state.

In the upcoming quarter, we plan to roll out incremental improvements to our public facing disaster registration website. This will include newly leveraging Login.gov as a streamlined login mechanism, which we hope to improve our ability to meet expectations of survivors when it comes to a streamlined registration experience.

Filing a Claim: Learn: Policyholders prefer physical inspections vs. remote; the call center and agent were the most used mechanisms to file a claim; 50% of people found the clams process to be simple.

Matters Most: Understanding of the issue; accuracy; understanding next steps.

Pain point: Some populations have difficulty completing paperwork; policyholders not understanding timelines; being able to take pictures that were sufficient.

Service details

Q1 2023

What we learned from this quarter's data:

During the first quarter of Fiscal Year (FY) 2023, FEMA received 530 customer experience survey responses from survivors of nine Presidentially declared disasters (DRs: 4663-KY, 4665-MO, 4668-AZ, 4671-PR, 4672-AK, 4673-FL, 4675-FL, 4676-IL, and 4677-SC). Customer satisfaction with employee helpfulness remained FEMA’s top performing area.

The area that needs the most improvement continues to be addressing customer needs. While most survey results were very similar to the previous quarter, this area’s rating decreased from 75% last quarter to 67% this quarter. The decrease was in part influenced by the two Hurricane Ian DRs in Florida, 4673-FL and 4675-FL, which contributed about a quarter of the responses and reported lower satisfaction across all questions.

In the aftermath of Hurricane Ian, FEMA worked with more than 950,000 individuals and families to register for FEMA assistance. This large influx of registrations had a sizable impact on our call center hold times which likely contributed to decreased satisfaction showed by our survey results.

One of FEMA’s standing goals is to meet survivors where they are in our programs, outreach, and communications. As part of an effort to better communicate with survivors, FEMA rolled out revised correspondence to survivors beginning with DR-4677-SC in November 2022. As our revised letters go out to additional survivors, we will closely monitor customer feedback to understand the impact these letter changes have on improving survivor satisfaction.

Service details

Q4 2022

What we learned from this quarter's data:

During the fourth quarter of Fiscal Year (FY) 2022, FEMA received 392 customer experience survey responses from survivors of five Presidentially declared disasters (DRs: 4652-NM, 4655-MT, 4657-OK, 4663-KY and 4665-MO). Customer satisfaction with employee helpfulness remained FEMA’s top performing area. The area that needs the most improvement continues to be addressing customer needs. Satisfaction across all questions increased this quarter. The increase was in part influenced by DR 4665-MO which contributed over half the responses and were very positive across all questions.

As a part of FEMA’s ongoing efforts to remove barriers and improve the service provided to survivors, IA implemented Enhanced Applicant Services (EAS) initiatives for the 2022 Hurricane Season. EAS initiatives are conducted by a dedicated team of caseworkers in the field who assist identified applicants with navigating the IA application and assistance process, provide referrals to meet immediate and unmet needs, and help them transition to disaster case management service providers if required. EAS initiatives were implemented in DR-4663-KY, DR-4665-MO, and are in process for DR-4671-PR, DR-4672-AK and DR-4673-FL.

Service details

Q3 2022

What we learned from this quarter's data:

During the third quarter of Fiscal Year (FY) 2022, FEMA received 144 customer experience survey responses from survivors of three Presidentially declared disasters (DRs: 4630-KY, 4637-TN, and 4652-NM). Customer satisfaction with employee helpfulness remained FEMA’s top performing area. The area that needs the most improvement continues to be addressing customer needs.

Satisfaction across all questions decreased for the second quarter in a row in FY 2022. This may be due to the mix of disasters surveyed consisted of two tornadoes and a fire, with the fire accounting for 97% of the survey responses. FEMA has learned that fire events have some of the lowest customer satisfaction scores when compared to most other disaster types. FEMA is working to better understand why fire events have lower customer satisfaction scores.

FEMA continuously looks to improve service to disaster survivors. In May 2022, FEMA conducted a supplemental Customer Experience (CX) training focused on empathy, active listening, and FEMA’s core values for contact center agents, in person home damage inspectors, and the staff group that goes door-to-door engaging with survivors after a disaster.

Service details

Q2 2022

What we learned from this quarter's data:

During the second quarter of Fiscal Year (FY) 2022, FEMA received 314 customer experience survey responses from survivors of 11 Presidentially declared disasters (DRs: 4614-NJ, 4615-NY, 4618-PA, 4626-MS, 4629-CT, 4630-KY, 4632-AL, 4633-AR, 4634-CO, 4635-WA, and 4637-TN). Customer satisfaction with employee helpfulness remained FEMA’s top performing area. The area that needs the most improvement continues to be addressing customer needs.

This e-mail only customer satisfaction survey has now been utilized for three quarters (since FY21 Q4). In this quarter, satisfaction across all questions decreased, returning to rates similar to fourth quarter of FY 2021. This may be due to the mix of disasters surveyed also returning to mostly severe storms, tornadoes, and flooding events, which accounted for 67% of the survey responses. This is unlike last quarter, where 89% of the survey responses were related to hurricane events.

FEMA has been working to supplement quantitative data from surveys like this one with qualitative data to provide a more holistic picture of the survivor experience. For example, a project to revise our outbound letters that we send to disaster survivors, as well as an effort underway to reimagine how survivors experience direct housing are both leveraging survivor focus groups to inform changes to how we deliver services to survivors. Additionally, FEMA recently organized opportunities for FEMA SES leaders to observe real time calls into FEMA’s helpline with the goal of deepening their understanding of survivor experience and disaster impacts on individuals, families and communities.

Service details

Q1 2022

What we learned from this quarter's data:

During the first quarter of Fiscal Year (FY) 2022, FEMA conducted 406 customer experience surveys from survivors of 10 Presidentially declared disasters (DRs: 4607-MI, 4609-TN, 4610-CA, 4611-LA, 4614-NJ, 4615-NY, 4617-NC, 4618-PA, 4626-MS, and 4629-CT). FEMA’s top performing areas continue to include customer satisfaction with employee helpfulness and being able to complete what they needed to do with ease. The area that needs the most improvement is addressing customer needs.

There was an increase in satisfaction across all questions compared to last quarter, which may be due to the mix of disasters surveyed being different (this quarter was mostly hurricane events, last quarter was mostly severe storms, tornadoes, and flooding events).

This is our second quarter of data collected via email surveys, and we are not yet able to generalize changes into trends, understand differences in satisfaction levels across feedback channels (email vs outbound phone calls), or identify causation for highs and lows. Driven by feedback outside this email survey, we continue to prioritize a) determination letters, and b) registration on disasterassistance.gov as key pain points to address.

We continue to move forward with plans to conduct focus groups of revised letters, with rollout expected later this year. Additionally the recent executive order on customer experience includes a commitment from FEMA to improve our online disaster assistance registration process.

Service details

Q3 2021

What we learned from this quarter's data:

During the third quarter of Fiscal Year (FY) 2021, FEMA conducted 2,995 Initial and Contact surveys from survivors of 9 Presidentially declared disasters (DRs: 4577-LA, 4586-TX, 4587-OK, 4590-LA, 4595-KY, 4596-AL, 4601-TN, 4605-WV, 4606-LA). There was no significant decrease in customer satisfaction during the initial registration process, and we continue to exceed expectations in all areas of customer service (courtesy, showing interest in helping, overall customer service). There was a decrease in satisfaction during continued recovery process with the simplicity of the automated information system (-5%), and the responsiveness of FEMA representatives during calls or online at DisasterAssistance.gov (-6%). FEMA continues to exceed expectations in all areas of site inspection services. (On a 5 point scale, FEMA defines a score of 4.5-5 = exceeded expectations; 4-4.49 = meets; below 4 = doesn’t meet.)

In the third quarter of FY2021, FEMA implemented a new form of assistance to support the cost of funerals of individuals who passed away from COVID-19. Upon roll-out of this new assistance method, FEMA experienced a surge in phone calls to our call centers. Though FEMA added dedicated resources (including call center agents) solely for funeral assistance, this surge in activity may have contributed to decreased scores for the responsiveness of FEMA representatives.

Looking ahead, for the fourth quarter of FY2021, FEMA will be reporting on a new customer satisfaction survey consisting of seven questions provided by OMB. This new FEMA CX survey successfully launched on Monday, July 19, 2021. Results of these questions will be submitted to FEMA’s CX team quarterly for review, and published in a public-facing summary dashboard on performance.gov alongside other agencies’ data from the same seven questions.

Service details

Q2 2021

What we learned from this quarter's data:

Service details

Q3 2023

What we learned from this quarter's data:

Applying for disaster assistance: During the third quarter of Fiscal Year (FY) 2023, FEMA received 377 customer experience survey responses from survivors of eight Presidentially declared disasters (DRs: 4697-MS, 4698-AR, 4699-CA, 4701-TN, 4704-IN, 4706-OK, 4707-CA and 4709-FL). Customer satisfaction with employee helpfulness remained FEMA’s top performing area.

Apart from employee helpfulness, all scores experienced an increase this quarter. The area that needs the most improvement continues to be addressing customer needs. This area’s low score was influenced by the 4606-OK Tornado, 4698-AR Severe Storms, 4699-CA Severe Storms, and 4707-CA Winter Storm, which contributed nearly half of the responses this quarter and reported the lowest satisfaction in this area.

Leveraging the newly implemented Login.gov function as a streamlined login mechanism was implemented near the end of the third quarter of FY 2023, so some improvements for ease of access to assistance may be reflected in survey results by the end of FY 2023. In the first quarter of FY 2024, FEMA plans to roll out additional improvements to our public facing disaster registration website, which we hope to improve our ability to meet expectations of survivors when it comes to a streamlined registration experience.

Filing a claim under National Flood Insurance Program: The majority of respondents felt that filing their claim for the National Flood Insurance Program was simple and are likely to renew their policy. What matters most to those filing a claim is that adjusters have flood insurance knowledge/expertise, and they have the policyholder’s best interest at heart. Those filing a claim would like clear, simple, honest communication. The pain points for those filing a claim are documenting contents and receiving funds in a timely manner in order to start repairs.

Service details

Q2 2023

What we learned from this quarter's data:

Disaster Assistance: During the second quarter of Fiscal Year (FY) 2023, FEMA received 465 customer experience survey responses from survivors of six Presidentially declared disasters (DRs: 4673-FL, 4677-SC, 4680-FL, 4683-CA, 4684-AL, and 4685-GA). Customer satisfaction with employee helpfulness remained FEMA’s top performing area.

Apart from employee helpfulness, all scores experienced a decrease this quarter. The area that needs the most improvement continues to be addressing customer needs. This score’s decrease was in part influenced by the 4680-FL Hurricane and the 4683-CA Floods, which contributed half of the responses this quarter and reported the lowest satisfaction in this area. The two Florida DRs, 4673-FL and 4680-FL, reported lower than average satisfaction across all questions, which continues the trend noted last quarter in this state.

In the upcoming quarter, we plan to roll out incremental improvements to our public facing disaster registration website. This will include newly leveraging Login.gov as a streamlined login mechanism, which we hope to improve our ability to meet expectations of survivors when it comes to a streamlined registration experience.

Filing a Claim: Learn: Policyholders prefer physical inspections vs. remote; the call center and agent were the most used mechanisms to file a claim; 50% of people found the clams process to be simple.

Matters Most: Understanding of the issue; accuracy; understanding next steps.

Pain point: Some populations have difficulty completing paperwork; policyholders not understanding timelines; being able to take pictures that were sufficient.

Service details