OQA 800 Number Customer Survey - Question Summary |
TAB A |
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SURVEY QUESTIONS |
RESPONSE |
2/99 |
8/98 |
2/98 |
8/97 |
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Percent |
Percent |
Percent |
Percent |
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|
SERVICE RATINGS |
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All callers: Overall, how would you rate the 800 number service you |
Excellent |
33 |
33 |
23 |
-- |
received that day? Would you say it was: |
Very good |
27 |
27 |
33 |
-- |
|
Good |
24 |
23 |
27 |
-- |
|
Fair |
8 |
9 |
10 |
-- |
|
Poor |
5 |
5 |
4 |
-- |
|
Very poor |
3 |
3 |
4 |
-- |
|
|
|
|
|
|
|
Number of respondents |
1,208 |
1,283 |
1,433 |
-- |
All callers: Why did you rate the 800 number service as fair, poor or |
It was too hard to get through/wait time too long |
39 |
-- |
-- |
-- |
very poor? |
The representative didn't answer the question |
19 |
-- |
-- |
-- |
|
The representative was discourteous |
9 |
-- |
-- |
-- |
|
Social Security failed to take the requested action/problem |
13 |
-- |
-- |
-- |
|
not solved |
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|
|
|
|
I don't like having to listen to automated messages and |
8 |
-- |
-- |
-- |
|
pressing numbers |
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|
|
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|
The recording was hard to understand |
2 |
-- |
-- |
-- |
|
Something else |
11 |
-- |
-- |
-- |
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|
|
|
|
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|
Number of respondents |
189 |
-- |
-- |
-- |
All callers: Thinking about your call to the 800 number on _____, would |
Excellent |
27 |
-- |
-- |
-- |
you rate how quickly you got through as: |
Very good |
26 |
-- |
-- |
-- |
|
Good |
25 |
-- |
-- |
-- |
|
Fair |
13 |
-- |
-- |
-- |
|
Poor |
5 |
-- |
-- |
-- |
|
Very poor |
4 |
-- |
-- |
-- |
|
|
|
|
|
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|
Number of respondents |
1,204 |
-- |
-- |
-- |
Callers that spoke to a representative: Thinking about the level of |
Excellent |
46 |
-- |
-- |
-- |
courtesy provided by the representative you spoke with that day, was it: |
Very good |
26 |
-- |
-- |
-- |
|
Good |
18 |
-- |
-- |
-- |
|
Fair |
5 |
-- |
-- |
-- |
|
Poor |
2 |
-- |
-- |
-- |
|
Very poor |
3 |
-- |
-- |
-- |
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|
|
|
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|
Number of respondents |
849 |
-- |
-- |
-- |
Callers that spoke to a representative: How well would you say the |
Excellent |
43 |
-- |
-- |
-- |
representative knew his or her job? Was it: |
Very good |
28 |
-- |
-- |
-- |
|
Good |
19 |
-- |
-- |
-- |
|
Fair |
5 |
-- |
-- |
-- |
|
Poor |
3 |
-- |
-- |
-- |
|
Very poor |
2 |
-- |
-- |
-- |
|
|
|
|
|
|
|
Number of respondents |
848 |
-- |
-- |
-- |
Callers that spoke to a representative: How would you rate the |
Excellent |
44 |
-- |
-- |
-- |
helpfulness of the representative that day? Was it: |
Very good |
25 |
-- |
-- |
-- |
|
Good |
20 |
-- |
-- |
-- |
|
Fair |
5 |
-- |
-- |
-- |
|
Poor |
2 |
-- |
-- |
-- |
|
Very poor |
3 |
-- |
-- |
-- |
|
|
|
|
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Number of respondents |
849 |
-- |
-- |
-- |
Callers that spoke to a representative: How clear were the explanations |
Excellent |
42 |
-- |
-- |
-- |
you were given? Would you say they were: |
Very good |
26 |
-- |
-- |
-- |
|
Good |
20 |
-- |
-- |
-- |
|
Fair |
6 |
-- |
-- |
-- |
|
Poor |
2 |
-- |
-- |
-- |
|
Very poor |
4 |
-- |
-- |
-- |
|
|
|
|
|
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Number of respondents |
847 |
-- |
-- |
-- |
|
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ACCESS |
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|
Did you call earlier that day and receive a busy signal or a recording that |
Yes |
41 |
-- |
-- |
-- |
all lines were busy and to call back later? |
No |
59 |
-- |
-- |
-- |
|
|
|
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Number of respondents |
1,037 |
-- |
-- |
-- |
How many times did you call that day and receive a busy signal or a |
1 time |
26 |
-- |
-- |
-- |
recording that all lines were busy and to call back later? |
2 times |
39 |
-- |
-- |
-- |
|
3 times |
19 |
-- |
-- |
-- |
|
4 times |
6 |
-- |
-- |
-- |
|
5 times |
3 |
-- |
-- |
-- |
|
More than 5 times |
7 |
-- |
-- |
-- |
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Number of respondents |
407 |
-- |
-- |
-- |
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|
AUTOMATED SERVICE |
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Callers who used: |
Automated service |
26 |
25 |
26 |
31 |
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Number of respondents |
321 |
309 |
376 |
382 |
Which automated service did you select? |
Obtain or replace a Social Security card |
37 |
37 |
29 |
35 |
|
Information about your earnings and future Social Security |
30 |
26 |
26 |
30 |
|
benefits |
|
|
|
|
|
Proof of current payments |
12 |
13 |
13 |
12 |
|
Medicare information or a replacement Medicare card |
6 |
5 |
8 |
8 |
|
The address and working hours of your nearest office |
16 |
19 |
25 |
14 |
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|
Number of respondents |
321 |
309 |
376 |
382 |
Thinking about the automated service you used that day, did the |
Yes |
59 |
73 |
61 |
75 |
message handle the reason for your call completely? |
No |
37 |
22 |
34 |
21 |
|
Doesn't remember |
4 |
5 |
5 |
4 |
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|
Number of respondents |
321 |
226 |
251 |
259 |
If no, then what did you do, or what do you plan to do, to complete your |
Call the 800 number again |
51 |
-- |
-- |
-- |
business with Social Security? Did you or will you: |
Call the local Social Security office |
14 |
-- |
-- |
-- |
|
Visit the local Social Security office |
21 |
-- |
-- |
-- |
|
Write to Social Security |
0 |
-- |
-- |
-- |
|
Send a FAX, email or Internet message |
0 |
-- |
-- |
-- |
|
Do something else |
4 |
-- |
-- |
-- |
|
Do nothing about it |
8 |
-- |
-- |
-- |
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Number of respondents |
117 |
-- |
-- |
-- |
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SPOKE TO A REPRESENTATIVE |
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Why did you choose not to use the automated services? Would you say |
Wanted to speak to a person rather than listen to an automated |
59 |
63 |
60 |
35 |
that you: |
message |
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|
Didn't think an automated message could answer your question |
34 |
30 |
36 |
56 |
|
Couldn't hear or understand the instruction on how to use the |
2 |
2 |
1 |
3 |
|
message |
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Found the recordings were not in your preferred language |
0 |
0 |
0 |
0 |
|
Had some other reason |
4 |
4 |
3 |
6 |
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Number of respondents |
825 |
970 |
1,057 |
856 |
After this, what happened? Were you: |
Placed on hold |
59 |
46 |
58 |
55 |
|
Connected immediately to a representative |
41 |
54 |
42 |
45 |
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|
|
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|
Number of respondents |
840 |
970 |
1,057 |
856 |
After being placed on hold, what did you do? |
Hung up |
9 |
9 |
11 |
11 |
|
Waited to speak to a representative |
91 |
91 |
89 |
89 |
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|
Number of respondents |
496 |
443 |
617 |
471 |
After you hung up, what did you do, or what do you plan to do, about your |
Call the 800 number later |
48 |
-- |
-- |
-- |
Social Security business? Did you or will you: |
Call the local Social Security office |
25 |
-- |
-- |
-- |
|
Visit the local Social Security office |
13 |
-- |
-- |
-- |
|
Write Social Security |
3 |
-- |
-- |
-- |
|
Send a FAX, email or Internet message |
0 |
-- |
-- |
-- |
|
Do something else |
6 |
-- |
-- |
-- |
|
Do nothing about it |
5 |
-- |
-- |
-- |
|
|
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Number of respondents |
40 |
-- |
-- |
-- |
Was the representative able to handle the reason for your call completely |
Yes |
77 |
79 |
77 |
80 |
so that no further contact was needed? |
No |
23 |
21 |
23 |
20 |
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|
Number of respondents |
842 |
914 |
974 |
789 |
If no, then what did you do, or what do you plan to do, to complete your |
Wait for Social Security to contact you or mail you something |
26 |
-- |
-- |
-- |
business with Social Security? Did you or will you: |
Call the 800 number again |
22 |
-- |
-- |
-- |
|
Call the local Social Security office |
15 |
-- |
-- |
-- |
|
Visit the local Social Security office |
19 |
-- |
-- |
-- |
|
Write to Social Security |
3 |
-- |
-- |
-- |
|
Send a FAX, email or Internet message |
1 |
-- |
-- |
-- |
|
Do something else |
9 |
-- |
-- |
-- |
|
Do nothing about it |
6 |
-- |
-- |
-- |
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Number of respondents |
195 |
-- |
-- |
-- |
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CUSTOMER SEGMENT INFORMATION |
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So we can help Social Security improve its customer service, we'd like to |
Getting a social security number or replacing a lost, stolen or |
19 |
-- |
-- |
-- |
know a little more about why you called the 800 # on __________? Did |
damaged social security card |
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you call about: |
Your earnings record or getting an earnings and benefit |
16 |
-- |
-- |
-- |
|
estimate statement |
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|
Applying for benefits or about a claim you had already filed |
19 |
-- |
-- |
-- |
|
Filing an appeal of a decision made by Social Security |
2 |
-- |
-- |
-- |
|
A change affecting your benefits or checks or a review of your |
24 |
-- |
-- |
-- |
|
case |
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|
Something else (e.g., Benefit Verification, Medicare issue, |
20 |
-- |
-- |
-- |
|
General information) |
|
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Number of respondents |
1,196 |
-- |
-- |
-- |
What kind of benefits were you calling about? |
Social Security Retirement or Survivor benefits |
36 |
-- |
-- |
-- |
|
Social Security Disability benefits |
31 |
-- |
-- |
-- |
|
SSI |
20 |
-- |
-- |
-- |
|
Medicare |
10 |
-- |
-- |
-- |
|
Medicaid |
2 |
-- |
-- |
-- |
|
Other |
3 |
-- |
-- |
-- |
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|
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Number of respondents |
456 |
-- |
-- |
-- |
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SERVICE PREFERENCES |
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When you contact Social Security the next time what will you do? |
Call the 800 number |
73 |
72 |
70 |
70 |
Will you: |
Call your local Social Security office |
14 |
19 |
20 |
21 |
|
Visit your local Social Security office |
11 |
8 |
7 |
5 |
|
Write |
1 |
0 |
0 |
0 |
|
Send a FAX, email or Internet message |
0 |
1 |
0 |
0 |
|
Do something else |
2 |
1 |
2 |
3 |
|
|
|
|
|
|
|
Number of respondents |
1,196 |
1,281 |
1,429 |
1,240 |
Why are you unlikely to call the 800 number again? |
I get too many busy signals -- it's too hard to get through |
16 |
7 |
9 |
18 |
|
I have to wait on hold too long |
7 |
6 |
4 |
3 |
|
The representatives are not knowledgeable |
6 |
3 |
3 |
5 |
|
The information received was not helpful |
9 |
8 |
6 |
8 |
|
I don't like conducting business over the phone |
6 |
1 |
4 |
4 |
|
I prefer dealing with the local office |
35 |
57 |
53 |
40 |
|
It's confusing to cope with many options/menus (Too much |
5 |
7 |
8 |
10 |
|
"press this"/"press that") |
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|
Something else |
16 |
12 |
12 |
12 |
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|
|
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|
Number of respondents |
321 |
361 |
430 |
366 |
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