Skip to content
Menu

WorkCover Queensland research initiatives

WorkCover's customers are at the heart of everything we do. We aim to develop a comprehensive understanding of our customers' end-to-end experiences.

To do this, we engage in ongoing research initiatives to continue to improve customer experience and claim outcomes.

Customer feedback is key to our success

WorkCover Queensland is committed to putting the customer at the heart of everything we do. To do this we must understand our customers more deeply, deliver the experiences they value and provide them with tailored, innovative solutions. Conducting regular research allows us to gather timely insights that can inform our decisions and help us to continuously improve and make a positive difference to peoples' lives. Read more.

Understanding the worker's journey with WorkCover

WorkCover Queensland is conducting research to co-design with customers around their early claim experience. This piece of work is about how WorkCover might best help customers know what to expect when making a claim. This research will show customers examples of what we are working on to receive customer thoughts and feedback. Customer insights will help us improve how we help and support people in the future.

Provider research

WorkCover Queensland is conducting research with providers to better understand their experiences interacting with WorkCover Queensland and how communication across different channels could be improved in the future. This research will involve providers providing their thoughts, feedback, and suggestions for improvement via short telephone interviews. The insights captured will help us improve how we interact with providers in the future.

Communications research

WorkCover Queensland is conducting research to understand the steps our customers took during a recent claim. We are interested in whether an advertising campaign that encourages workers and employers to communicate as soon as someone is injured at work, and keep the conversation going, would help to change behaviours and improve the outcomes of claims. This research will show customers examples of videos and advertising campaigns to get their thoughts and feedback. The insights captured will help us to understand how we can better support our customers with materials and resources.