Customer Satisfaction Index Survey
Social Security Administration
- The Social Security Administration received
a rating of 82 one of the highest of all participating Federal
- The rating is 10 points higher than the
comparable private sector index of 72.
- The survey focused only on SSA customers
who are receiving retirement benefits. This is SSA's largest customer
base with 27.6 million beneficiaries.
Customer Service Activities Receiving
Strong Public Approval.
- Retirement beneficiaries gave Monthly
Benefits an extremely high index of 94 and clearly found the receipt
of their benefits to be very timely. Few satisfaction drivers
even achieve scores in the high 80s, much less reach the 90s.
- Customer Service received a strong score
of 86. Retirement beneficiaries view SSA as providing service
that is both courteous and professional.
- Perceived Quality received a strong index
score (86) which indicates that retirement beneficiaries were
very satisfied with the quality of their experience with SSA.
Customer Service Receiving High Public
Approval with Need for Improvement .
- With regard to Customer Service, although
beneficiaries find SSA personnel courteous and professional, beneficiaries
do not always find them accessible and easy to reach.
- Of SSA's three activities, Information
(79) scored lowest. Beneficiaries indicated that the benefits
information provided by SSA sometimes could be clearer and more
SSA is Working to Improve Its Notices
and Customer Access to Employees.
- SSA is making its notices to the public
easier to understand.
- Rewriting notices to make them clearer
and easier to read and training employees to use plain language
in all letters and publications
- The agency is improving its 800 number
to make SSA easier to reach and the services provided more comprehensive.
- SSA is expanding its appointment process
and reducing waiting time in field offices.
- A comprehensive website has been created
where customers can download forms and access extensive information.
Background on the American Customer
Satisfaction Index (ACSI) Survey
- The ACSI is a uniform cross industry measure
of the quality of goods and services available in the United States
since 1994. The sectors surveyed are durable goods, finance and
insurance, and government.
- The index is produced through a partnership
among the University of Michigan Business School, the American
Society for Quality (ASQ) and Arthur Andersen.
- The ACSI measures customer satisfaction
for 170 private sector corporations and two major Federal agencies
(Internal Revenue Service and United States Postal Service).
- Vice President Al Gore announced the intent
for 30 High Impact Agencies to participate in the ACSI and the
President's Management Council sponsored the participation.
- The purpose of the survey of High Impact
Agencies (which have 90 % of the Federal Government interaction
with the public) is:
- to measure how well the agencies serve
the American people;
- to set a baseline for measuring customer
satisfaction among Federal agencies and the private sector;
- to identify areas in which high-impact
agencies can improve customer satisfaction; and
- to create a government that works
better, costs less and gets the results that Americans care
SSA Press Office 449
Altmeyer Bldg. 6401 Security Blvd. Baltimore, MD 21235
410-965-8904 FAX 410-966-9973