Overall Customer Service Satisfaction

Last updated on March 11, 2014

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This dataset contains fiscal year and is currently available in the following formats:

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Background

The Social Security Administration (SSA) offers a range of service options to our customers.  We provide in-person service through our community-based field offices, hearing offices and Social Security Card Centers.  We provide telephone service through our National 800 Number and our local field offices.   The public may also visit us online at www.socialsecurity.gov where they can transact certain types of business as well as obtain information about our programs and services.

SSA continually evaluates the quality of service we provide through these various service options by surveying people who use them. These surveys reflect the public’s perception of the services we provide in-person in our offices, by telephone or on the Internet. The feedback helps us identify strengths and weaknesses in our service delivery so we can make necessary improvements.

The satisfaction surveys for each of our service options ask customers for an overall rating of the service we provided during their contact. We combine the results of these individual surveys to produce a single measure of customer satisfaction.

Index:

Dataset Description

This dataset provides data at the national level for overall satisfaction of customers who have used one of the main methods for conducting business with SSA:  in-person service in our field or hearing offices or at a Social Security Card Center, telephone service through our National 800 Number or in one of our field offices, or an online service at www.socialsecurity.gov.  Data from federal fiscal year 2007 onwards is included.

In this dataset, we define “satisfaction” as an overall service rating of excellent, very good or good (E/VG/G) on a six-point scale: excellent, very good, good, fair, poor, or very poor.  We determine the percent “satisfied” by dividing the number of responders who rate overall service as E/VG/G by the total number of responders providing a rating.

For each fiscal year included in the dataset, we provide the satisfaction rates for the individual types of service as well as for all services combined, rounded to the nearest whole number. We weight the overall satisfaction rate for each service option to reflect the annual population of customers served through that type of service. The populations for the different service options are shown in the dataset.

The weighted results for the individual surveys are then combined to compute the overall customer satisfaction rate reported as SSA’s performance indicator in our Annual Performance Plan for FY 2015 and Revised Performance Plan for FY 2014.

Data Collection Description

The data displayed in the dataset are based on results of the following surveys conducted each year:

  • 800 Number Caller Survey- Conducted by telephone with a random sample of 4,000 callers who contacted SSA’s national 800 number during a 4-week period in March.
  • Field Office Caller Survey- Conducted by telephone with a random sample of 4,000 callers who contacted one of 50 randomly selected field offices during a 4-week period in April.
  • Field and Hearing Office Visitor Surveys- Conducted by mail with a random sample of approximately 6,000 customers who visited one of 52 field offices or 13 hearing offices (randomly selected each year) during a 4-week period in October /November.
  • Social Security Card Center Visitor Survey- Conducted by mail with a random sample of approximately 3,000 customers who visited any of the Social Security Card Centers during a 4-week period in January/February. This survey was introduced in FY 2011.
  • Internet Benefit Applications Survey- Conducted by mail with a random sample of 6,000 individuals who completed an online application for retirement, disability or Medicare-only benefits, or an application for extra help with Medicare Part D prescription drug plan costs. In FY 2013, the survey sample was drawn from a 2-week period in October. This survey was introduced in FY 2009 for retirement and disability claims. The survey was expanded in FY 2010 to include applications for extra help with Medicare Part D prescription drug plan costs. In FY 2011, we added the sample of Medicare-only applications.
  • Internet Change of Address/Direct Deposit- Conducted by mail with a random sample of 6,000 individuals who requested either a change of address or direct deposit of their Social Security benefits using SSA’s online service. In FY 2013, the survey sample was drawn from a 1-week period in February. This survey was introduced in FY 2011.
  • Internet Disability Reports- Conducted by mail with a random sample of 6,000 individuals who completed an online Disability Report as a part of their Social Security disability claim or appeal of a denied claim. Professional third parties who completed a Disability Report on behalf of a client were excluded from this sample. (Note also that the annual population figure included in the data set for the Internet Disability Report excludes professional third parties.) In FY 2013, the sample was drawn from a 2 week period in October. This survey was introduced in FY 2012.
  • Internet Request- Conducted by mail with a random sample of 6,000 individuals who completed online requests for a Medicare replacement card, proof of income letter or replacement1099. In FY 2013, the sample was drawn from a 1-week period in February.

Data Dictionary

Field A: Fiscal year – a 12-month period from October through September.

Field B: Type of service measured by the survey.

Field C: Annual rounded number of people Social Security served in the fiscal year through this type of service.

Field D: Survey responders providing an overall rating for this type of service.

Field E: Percent satisfied with this type of service overall.  Satisfaction defined as ratings of excellent, very good, or good (E/VG/G) on a 6-point scale: excellent, very good, good, fair, poor, or very poor.  The satisfaction rate is rounded to the nearest whole number.

Field F: Percent giving the rating of excellent (on the 6-point scale shown above) for this type of service overall.  The “excellent” rate is rounded to the nearest whole number.

Statistical Information

Statistical Methodology:

Satisfaction rates represent a mean value of the upper and lower limits of a calculated variability range. The mathematical formula used to establish these limits considers the size of the sample and the satisfaction rate found. The formula uses a mathematical calculation to produce a variability range acceptable at a 95-percent confidence level.

Weighting:

All satisfaction rates are weighted to reflect the data as they would appear if all customers using the type of service had been surveyed.