The Social Security Administration (SSA) has provided financial protection for our nation's people for over 84 years. We deliver critical support during significant life events like birth, marriage, retirement, disability, or death. We pay benefits to over 70 million people annually. The public conducts over 160 million transactions using our online services, over 40 million people visit our local field offices, and over 30 million contact our National 800 Number each year. We appreciate the impact of Social Security's programs on the lives of nearly citizen at some point, and the importance of their experience with us. We are committed to continue improving our service - whether in-person, on the telephone, or online.
Service design artifacts to support
Customer Experience planning and change management.
Each agency generates operational data;
including web traffic and customer feedback.
View CX Feedback Data
Digital Analytics Data
During this quarter,
the HISP collected feedback under a PRA clearance
that does not all for public disclosure.
HISPs are required to establish the new A-11 Section 280 generic clearance
that allows for public reporting by October 1, 2020.
Please see below.
This is the combined overall customer satisfaction score that includes all questions administered for the eight online services identified above. The ForeSee threshold for excellent is a score of 80 or above. This score is reported in our Annual Performance and Agency Tracking Reports.
* Successfully completed online transactions represent the total number of successfully completed transactions through all of our online services, including the services represented in the Overall Customer Satisfaction score for Online Services.
** Overall Customer Satisfaction Score for Online Services is the cumulative average of eight agency online services in the ForeSee E-Government Satisfaction Index, (Business Services Online, iClaim (Disability), Medicare Extra Help, iAppeals, iClaim (Retirement), my Social Security , Retirement Estimator, and our main page, www.SSA.gov.) The ForeSee threshold for excellence is a score of 80 or above.
*** These scores are the cumulative average of questions that specifically address the CX categories (e.g. Service, Process, People, etc.) outlined in OMB A-11 guidance for the following online services: Business Service Online, Help with Medicare Prescription Plan Drug Costs, iAppeals, iClaim Retirement, iClaim Disability, SSA.gov, my Social Security, and Retirement Estimator. For consistency purposes, the scores reflect ForeSee survey data for the same questions outlined in our Q1 and Q2 dashboards. These scores do not represent responses to all survey questions included in the ForeSee survey.