200
Completed Surveys
October 1 to December 31, 2025
Averages of the CEI question survey results by question:
1. Staff connected with this eFile (e.g., File Coordinators, Reviewers, Senior Reviewers, etc.) were helpful and responsive.
2. Comments and suggestions in response letters, calls and messenger were clear and actionable.
4.6/5
Indicating an average response between “Agree”
and “Strongly Agree”
3. I felt the review was:
- Highly inconsistent
- Somewhat inconsistent
- Somewhat consistent
- Highly consistent
- I don’t know
4. Please provide any other feedback specific to this file: [optional open text field]
5. Please rate your overall experience with this particular review.
1 – highly negative experience
10 – highly positive experience
4.5/5
Indicating an average response between “Agree”
and “Strongly Agree”
3.8/4*
Indicating an average response between “Somewhat
consistent” and “Highly Consistent”
*This average rating is calculated from Responses 1-4 as including ratings of 5 (or “I don’t know”) would have skewed the average upward. There were 4 ratings of “I don’t know” in this data set.
See feedback themes below.
8.9/10
Indicating a positive average overall experience.
Key Themes and Actions Taken from Open-Text Feedback:
Please note that there were minimal comments this quarter.
1. Perceived inconsistencies with past submissions (n=3). Three comments focused on situations where previously approved copy was later challenged. The comments in the new files were made, and when appropriate information was provided, whether the relevant backfiles or additional contextual information, the comments were resolved.
Action Taken: PAAB reminded reviewers that when review rulings evolve, it is important to take additional time to clearly explain the rationale behind those changes and how they reflect the current market context. Additionally, the team was reminded to collaborate within their therapeutic teams, or with the Director of preclearance to strengthen
internal alignment of rulings.
2. Late comments (n=2). Two clients reported that comments were made after the initial review.
Action Taken: Our review team has been reminded that first letters should be complete and identify all issues, even when more than one issue applies to a claim. This is intended to help increase clarity around all the issues and not just the major ones that apply to any given claim.
3. Clear and actionable comments (n=1). While 4 comments cited that comments were clear and actionable, 1 comment stated that the comment they received was unclear and led to an additional round of review.
Action Taken: The review team has been reminded to ensure feedback is as clear as possible, and when appropriate, future action to resolve the comment is provided.
Key Takeaways:
- Survey Completion Rate is 16.7%, with this data capturing 200 responses out of 1196 surveys sent. Data should be interpreted with this in mind, as this is a relatively low sample size.
- Ratings for all questions, on average, have been positive. This data set is reflective of the complete quarter. Results have remained generally positive and consistent with the data from all quarters of 2023 and 2024.
Why Do CEIs Matter?
Completing the CEI benefits both clients and PAAB!
How?
- Helps improve future review experiences industry-wide
- Encourages clarity and consistency in reviews
- Ensures positive reviewer practices are recognized and propagated
- Identifies training needs for reviewers and process improvements
- Provides measurable accountability across the review system
We continue to encourage you to be as specific as possible when providing feedback in order to help us best understand your experience with PAAB and create a meaningful action-plan to improve or disseminate best practices. Thank you for your continued participation in the CEI surveys!
Confidence in confidentiality
As a reminder, client tags trigger internal audits for validation by PAAB’s Director of Pre-clearance Services, Yin Man. Any tags pertaining to Yin are validated by the Commissioner and removed from the report provided to Yin. No Reviewer or Senior Reviewer is EVER aware of tags generated by clients. The CEI Surveys follow the same processing flow. You can be confident in the confidentiality of the tagging system and CEI Surveys. For additional reassurance, the tagging system, tag assessments, and documented actions taken will periodically be reviewed by an external auditor.
If you’d like to learn more about the client tagging system, check out the Client Tagging System Advisory. You’ll also find links to useful videos on tagging a review and tagging phone calls.
If you’d like to learn more about CEIs, see Customer Experience Index.
PAAB Quarterly CEI Report - October 1 - December 31, 2025
A Quarterly Review of the eFiles Customer Experience Index (CEI)
The CEI Survey launched on February 13, 2023. This review of the CEI data accounts for the data
captured between October 1 – December 31, 2025.
