For child support agencies · Customer survey case study
What 50 parents told us about their state's online portal.
We can run a customer survey directly in the app parents already use 20+ times a month, and deliver results like these in a week. This is a real survey we ran with our users in one state.
Hi, MaryThe invitation as parents saw it in the app.
Key insights
What the data says.
- 46%
use the portal weekly or more
- 87%
use it to check their recent payments
- 89%
use the portal on their phone
- 49%
want live chat with a case worker
- 47%
neither called nor visited a child support office in the past year
- 52%
would strongly recommend enrolling in child support
Using the online portal
Most parents use the portal weekly on mobile to check their payments and balances.
Nearly half check the online portal weekly or more
How often do you use the state agency's online portal?
- Monthly or less 44%
- Daily 26%
- Weekly 20%
- Never, I just use the app 10%
usually open the online portal on a phone
How do you usually access the online portal? The other 11% use a computer.
Payments and balances are the job
What features have you used?
- Check my recent payments 87%
- Check my case balance 76%
- View documents from the agency 47%
- Message a case worker 31%
- Payment email notifications 16%
Notifications, live chat, and direct deposit lead the wish list
Which new features would you find useful? (choose multiple)
- Payment notifications (text or email) 67%
- Live chat with a case worker 49%
- Manage direct deposit 44%
- Message the other parent 29%
- Manage visitation time 16%
- Make payments 11%
Calls and office visits
Most parents have not called or visited the child support office in the past year.
Half had not called the child support office in the past year
Have you called the child support office on the phone in the last year?
- No 50%
- Yes 39%
- Not sure 11%
Most calls were about the other parent not paying
Why did you call?
- Other parent not paying, arrears, enforcement 46%
- Documents and paperwork 23%
- Payment status 15%
- PIN or account access 8%
- Job change 8%
had not visited a child support office in the past year
Have you visited a child support office in person in the last year? 17% had.
Trust and recommendation
About half of parents have a great experience with child support.
Half would strongly recommend enrolling in child support
How likely is it that you would recommend enrolling in child support to a friend or family member?
| Score | Responses |
|---|---|
| 0 | 5 |
| 1 | 2 |
| 2 | 0 |
| 3 | 1 |
| 4 | 1 |
| 5 | 4 |
| 6 | 4 |
| 7 | 1 |
| 8 | 6 |
| 9 | 1 |
| 10 | 25 |
Trust in the agency is split: half give a 9 or 10, four in ten give a 6 or below
Overall, how much do you trust the state child support agency to do what is best for your family?
| Score | Responses |
|---|---|
| 0 | 3 |
| 1 | 2 |
| 2 | 1 |
| 3 | 1 |
| 4 | 1 |
| 5 | 7 |
| 6 | 5 |
| 7 | 3 |
| 8 | 2 |
| 9 | 2 |
| 10 | 23 |
In their words
“They've always been on top of things and kept in contact with me. They're also great about explaining things to me”
Trust 10/10 · Recommend 10/10
“All my interactions have been amazing”
Trust 10/10 · Recommend 10/10
“I never received anything and i feel like they can do more but nothing being done”
Trust 2/10 · Recommend 0/10
Ask your clients what they think.
We build the survey together, then run it directly in the app and deliver results in a week.