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Social Security Administration Continues to Earn High Marks In American Customer Satisfaction Index Survey

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Thursday December 21, 2000 Catherine Noe, Press Officer
For Immediate Release 410-965-8904 FAX 410-966-9973

Social Security Administration


Social Security Administration Continues to Earn High Marks
In American Customer Satisfaction Index Survey

The University of Michigan announced today that the Social Security Administration (SSA) received an 84 in the most recent American Customer Satisfaction Index Survey (ACSI). This score, one of the highest in Federal Government, is two points higher than SSA earned in 1999 and 13 points higher than the private sector index.

The survey focused on SSA customers who are receiving retirement benefits, the agency’s largest customer base serving 28.3 million beneficiaries. According to survey results, Social Security customers rated SSA personnel as courteous and professional, giving SSA an 87 for both Customer Service and Perceived Quality. Survey respondents gave SSA a 96 for Monthly Benefits citing the timeliness in which SSA sends benefit payments.

"At the Social Security Administration, we are committed to improving and expanding customer service," said Kenneth S. Apfel, Commissioner of Social Security. "These scores show that our agency is moving in the right direction. I want to commend our employees for the courtesy and professionalism they display each and every day."

While SSA scored an 87 for Customer Service, some customers would like SSA to make its employees even more accessible and easier to reach than they are today. "In the past year, SSA has greatly expanded its Internet services, which will provide greater accessibility for beneficiaries and workers," commented Commissioner Apfel. "Clearly, the Internet is not for all our customers, which means that we will continue to give high priority to improving our face-to-face and telephone service."

SSA scored significant gains in the information category jumping to a score of 84 in 2000, up from 79 in 1999. The Social Security Administration has devoted a significant amount of time and resources to improving the readability of notices and making its information materials clearer and more useful to customers. "While we are very pleased with the big improvement in satisfaction with the information we provide, we still have work to do in this area," stated Commissioner Apfel. "We plan to continue our efforts to improve communication with the public."

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