Results of the Office of Policy's 2001 User Satisfaction Survey

by Hilary Waldron
Social Security Bulletin, Vol. 64 No. 4, 2001/2002
Table equivalent for Chart 1. Respondents' work affiliation (in percent)
Affiliation Percent
Federal government 23.3
University or college 20.9
Nonprofit service organization 13.6
State or local government 13.3
Private research or policy organization 7.6
No affiliation 5.2
Business or industry 4.3
Advocacy or lobbying group 4.0
Professional or trade association 3.7
Congressional agency 2.9
Other 1.4
SOURCE: Adapted from the Gallup Organization report on the 2001 User Satisfaction Survey.
NOTE: Total does not equal the sum of rounded components.
Table equivalent for Chart 2. Length of time interested in Social Security or Supplemental Security Income issues (in percent)
Years Percent
Less than 5 8.6
5 to 9 16.0
10 to 20 30.0
More than 20 45.5
SOURCE: Adapted from the Gallup Organization report on the 2001 User Satisfaction Survey.
NOTE: Total does not equal the sum of rounded components.
Table equivalent for Chart 3. Frequency of use of information from the Social Security Administration in the past 24 months
Frequency Percent
Less than 3 times 16.0
3 to 9 times 37.2
10 to 19 times 21.1
20 to 50 times 15.9
More than 50 times 9.9
SOURCE: Adapted from the Gallup Organization report on the 2001 User Satisfaction Survey.
NOTE: Total does not equal the sum of rounded components.
Table equivalent for Chart 4. Means of receiving information from the Social Security Administration
Means Percent
Published or hard copy material 89.3
Web sites 66.7
Telephone or fax from staff 43.8
Briefings, presentation by staff 36.9
"E-News" newsletter 25.3
Other 6.5
SOURCE: Adapted from the Gallup Organization report on the 2001 User Satisfaction Survey.
Table equivalent for Chart 5. Work affiliation, by professional interest (in percent)
Work affiliation Total Social
Security
SSI Social
Security
and SSI
Retirement Disability Retirement
and
disability
Federal government, Executive branch 23 18 17 28 13 21 32
University or college 21 29 22 16 35 16 16
Nonprofit service organization 14 8 17 15 8 22 9
State or local government 13 2 31 14 4 23 11
Private research or policy organization 8 13 4 6 14 3 8
SOURCE: Author's tabulations using data from the 2001 User Satisfaction Survey conducted by the Gallup Organization.
NOTE: SSI = Supplemental Security Income.
Table equivalent for Chart 6. Satisfaction with seven aspects of statistical tables and analytical articles or reports received from the Social Security Administration in the past 24 months (in percent)
Aspects Very
satisfied
Somewhat
satisfied
Statistical tables
Accuracy 65.5 23.1
Usefulness 36.8 48.5
Objectivity 61.3 23.7
Clarity 44.5 33.9
Comprehensiveness 37.7 39.8
Timeliness 31.6 42.3
Accessibility 26.0 43.1
Analytical articles or reports
Accuracy 53.0 33.9
Usefulness 38.6 44.5
Objectivity 32.0 49.1
Clarity 49.8 31.1
Comprehensiveness 30.9 46.8
Timeliness 28.9 44.8
Accessibility 24.9 46.5
SOURCE: Adapted from the Gallup Organization report on the 2001 User Satisfaction Survey.
Table equivalent for Chart 7. Satisfaction with overall quality, by program and area (in percent)
Program and area Very
satisfied
Somewhat
satisfied
Neither
satisfied
nor
dissatisfied
Somewhat or
very
dissatisfied
All respondents 37 49 10 4
Program
Social Security 49 40 10 2
SSI 27 56 13 5
Social Security and SSI 34 51 10 5
Area
Retirement 53 40 7 1
Disability 23 59 13 6
Retirement and disability 41 46 10 3
SOURCE: Author's tabulations using data from the 2001 User Satisfaction Survey conducted by the Gallup Organization.
NOTES: SSI = Supplemental Security Income.
Totals do not necessarily equal the sum of rounded components.
Table equivalent for Chart 8. Potential users' reasons for not using information from the Social Security Administration
Reasons Percent
No response 41.1
Not related to my needs 17.8
No particular reason 13.7
Lack of knowledge as to its availability 8.2
Have not been receiving this information 6.8
Other 15.1
SOURCE: Adapted from the Gallup Organization report on the 2001 User Satisfaction Survey.
NOTE: Multiple responses allowed.