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pdf2010
Customer Satisfaction Survey
How Has The
Office of Personnel Management
Served You?
Form Approved:
OMB Number: 3206-0236
UNITED STATES OFFICE OF PERSONNEL MANAGEMENT
Washington, DC 20415
Retirement & Benefits
A Message from the Acting Associate Director of
Retirement & Benefits
Dear Friend:
The U.S. Office of Personnel Management serves over 2.5 million Federal annuitants and survivor
annuitants, and we work to provide high quality retirement benefit services to you, our customers. You
earned these benefits by serving your country, and we must provide services that match the commitment
you made to public service.
This survey collects feedback on satisfaction with our retirement program products and services. You
were selected from a random sample of Federal annuitants and survivor annuitants. Your participation is
voluntary, and any information you provide will be kept confidential. This information will help us
determine areas that need improvement.
We will report the survey results to the President and Congress so they can assess how we are doing
on meeting our goals and carrying out our mission. One way we do this is by maintaining a world-class
benefits program. Your participation in this survey will help us retain and build the workforce. This
means you continue to serve your country, and for that, we thank you.
Sincerely,
Kathleen McGettigan
Acting Associate Director
Retirement & Benefits
www.opm.gov
Our mission is to ensure the Federal Government has an effective civilian workforce
Recruiting, Retaining, and Honoring a world workforce to serve the American people
www.usajobs.gov
U.S. Office of Personnel Management
Retirement & Benefits
FY 2010 Customer Satisfaction Survey
Purpose of this Survey
Every year the Office of Personnel Management (OPM) sets new goals for improving the retirement services we provide
to Federal annuitants. To reflect how well we meet these goals, our survey focuses on retirees who had a transaction with
us during the last year (from October 1, 2009). This includes Long-Time Retirees (retired before October 1, 2009) who
contacted us for service regarding their retirement accounts, and New Retirees (retired on or after October 1, 2009) who
initially applied for retirement benefits or contacted us for service regarding their new accounts.
Instructions
Please read the instructions carefully. Respond directly in the survey booklet, using pen or pencil. If you wish to change a
response, erase it or cross it out. Some questions may not pertain to you; please mark these with the “No Basis to Judge”
response. For most of the questions, you will mark only one response, but a few questions noted as “Mark ALL that
apply” allow for multiple responses. The last section of this survey is for New Retirees; Long-Time Retirees should not
answer questions in the last section. If you wish to make written comments for any question, space is provided at Question
52, page 12.
Please return the completed questionnaire in the postage-paid envelope within 14 days to:
U.S. Office of Personnel Management
Customer Satisfaction Survey
Retirement Operations Center - Mail Prep
Attn: MI - TRB, Room 4316
PO Box 45
Boyers, PA 16020-9981
Questions
If you have questions about this survey, we will be happy to help you. Please call collect at 202-606-0283 (8:30 a.m. to
5 p.m., EST, Monday through Friday), or email us at: [email protected].
Questions about your retirement claim or benefits should be directed to our Retirement Information Office at our toll-free
number: 1-888-767-6738. You can also visit us at our Web site: www.opm.gov/retire.
Please continue
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Frequently asked questions about the
Customer Satisfaction Survey
What is the cost of doing the survey?
Printing and mail/return postage costs about $3,000. This is mostly a one-person task, with a GS-13 program analyst
devoting about ten percent of annual staff hours to producing the survey and analyzing the results.
Why can't the survey be taken on-line via the OPM web site?
We know from one of the survey questions that about 67 percent of our customers use the internet. We do not want to
exclude the considerable number of non-internet users from the survey. To keep it simple, we rely on one method, a
mailed survey. The percentage of internet users grows each year; in the near future we plan to do a survey completely
online.
How is the validity of the survey results assured?
The survey results are subject to random audits by OPM's Office of the Inspector General.
Public Burden Statement
We estimate providing this information takes an average 25 minutes per survey, including the time for reviewing
instructions, getting the needed data, and reviewing the requested information. Send comments regarding our estimate
or any other aspect of this survey, including suggestions for reducing completion time, to the U.S. Office of Personnel
Management, Retirement & Benefits Publications Team (3206-0236), Washington, DC 20415-3430. The OMB Number,
3206-0236, is currently valid. OPM may not collect information, and you are not required to respond, unless this number
is displayed.
Privacy Act Statement
In accordance with Public Law 93-579 (Privacy Act of 1974), the providing of personal information is completely
voluntary. Collection of this information is authorized by Sections 1002, 3301, and 3304 of Title 5, U.S. Code.
Your responses to this survey are voluntary and there is no penalty for not responding. However, maximum participation
is encouraged so that the data will be complete and representative.
The principal purpose in collecting this information is to study and report attitudes and perceptions of Federal annuitants
regarding the retirement services provided to them by the U.S. Office of Personnel Management (OPM). Your responses
will be used to improve these services.
Only OPM staff involved in collecting or preparing this information for analysis will have access to completed surveys.
The information you provide will be analyzed and reported for the whole Federal annuitant population.
In any public release of survey results, no data will be disclosed that could be used to identify specific individuals and
your individual responses will be treated confidentially.
ii
Customer Satisfaction Survey
When answering the following questions, refer only to
your monthly Federal annuitant or survivor annuitant
payments, and your experiences since October 1, 2009.
3.
Assistance from OPM Retirement & Benefits
personnel is provided at a time that is
convenient to me. text added
Long-Time and New Retirees
r A.
Strongly Disagree
Whether you retired many years ago or just recently, and
if you contacted us for service or information on your
Federal retirement account on or after October 1, 2009,
please answer the following questions regarding how
well OPM Retirement & Benefits served you.
r B.
Disagree
1.
r E.
Strongly Agree
r F.
No Basis to Judge
r C. Neither Disagree/Agree
r D. Agree
Since October 1, 2009, how many times did
you contact OPM Retirement & Benefits
(telephone, letter, Internet, etc.)?
r A.
Once
r B.
Twice
4.
r C. Three times
It is easy to find someone from OPM
Retirement & Benefits who can answer
my questions.
r D. Four or more times
r A.
Strongly Disagree
r E.
r B.
Disagree
Not at all
r C. Neither Disagree/Agree
2.
It is easy to do business with OPM
Retirement & Benefits.
r D. Agree
r A.
Strongly Disagree
r E.
Strongly Agree
r B.
Disagree
r F.
No Basis to Judge
r C. Neither Disagree/Agree
r D. Agree
r E.
Strongly Agree
Please continue
1
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Please note: Quite a few sentences were deleted. Therefore, the
numbers will shift in the 2011 revision.
5.
6.
I have adequate access to OPM Retirement
& Benefits personnel for advice and
assistance.
This question was
deleted.
r A.
Strongly Disagree
r B.
Disagree
What difficulties, if any, have you
experienced in trying to find someone in
OPM Retirement & Benefits to assist you?
(Mark ALL that apply)
r A.
r B.
r C. Neither Disagree/Agree
No difficulties
Telephone rang without
answer or stayed busy
r D. Agree
r C. Phone messages not returned
r E.
Strongly Agree
r D. Phone calls transferred
r F.
No Basis to Judge
multiple times
r E.
r F.
Left on hold for a long time
on the phone
Automated phone service
difficult to use
r G. E-mail was forwarded
multiple times
r H. E-mail was not answered
r I.
r J.
r K.
r L.
2
Letters not answered in a
timely manner
Letters not answered
I have not tried to find
someone
Other (specify):
7.
10. Do you use the Internet?
How do you usually request OPM
Retirement & Benefits information, services,
or products? (Mark only ONE response)
r A.
Telephone
r B.
E-mail
r D. Postal mail
How do you prefer to receive OPM
Retirement & Benefits information, services,
or products? (Mark only ONE response)
r A.
9.
r
r
C. Internet
r
D. Postal mail
r B.
Yes
r A.
No
r B.
Yes
12. I would like to see the following features
added to www.opm.gov/retire:
Telephone
B. E-mail
No
11. Have you accessed OPM’s Web site
www.opm.gov/retire since October 1, 2009?
r C. Internet
8.
r A.
r A.
Social networking
r B.
Twitter
r C. Sign up to receive selected
emails
r D. Customer blogs
OPM’s automated phone system
(1-888-767-6738) is easy to use.
r E.
Informational videos
Other____________________
r A.
Strongly Disagree
r F.
r B.
Disagree
r G. Not sure/not interested
r C. Neither Disagree/Agree
13. Have you accessed OPM's web site
www.servicesonline.opm.gov since
October 1, 2009?
r D. Agree
r E.
Strongly Agree
r F.
No Basis to Judge
r A.
No
r B.
Yes
Please continue
3
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This question was deleted
17. OPM Retirement & Benefits personnel are
knowledgeable.
14. OPM Retirement & Benefits personnel are
willing to help me.
r A.
Strongly Disagree
r A.
Strongly Disagree
r B.
Disagree
r B.
Disagree
r C. Neither Disagree/Agree
r C. Neither Disagree/Agree
r D. Agree
r D. Agree
r E.
Strongly Agree
r E.
Strongly Agree
r F.
No Basis to Judge
r F.
No Basis to Judge
This question was deleted
15. OPM Retirement & Benefits personnel are
courteous.
r A.
Strongly Disagree
r B.
Disagree
18. Explanations of technical issues by OPM
Retirement & Benefits personnel are
understandable.
r C. Neither Disagree/Agree
r A.
Strongly Disagree
r B.
Disagree
r C. Neither Disagree/Agree
r D. Agree
r E.
Strongly Agree
r D. Agree
r F.
No Basis to Judge
r E.
Strongly Agree
r F.
No Basis to Judge
This question was deleted
16. OPM Retirement & Benefits personnel give
individual attention to my requests for
information or service.
r A.
Strongly Disagree
r B.
Disagree
19. OPM Retirement & Benefits personnel are
able to explain their products and services.
r C. Neither Disagree/Agree
Strongly Agree
r F.
No Basis to Judge
Strongly Disagree
r B.
Disagree
r C. Neither Disagree/Agree
r D. Agree
r E.
r A.
r D. Agree
4
r E.
Strongly Agree
r F.
No Basis to Judge
23. OPM Retirement & Benefits personnel give
me accurate information.
20. When someone in OPM Retirement &
Benefits does not know the answer, they
refer me to an expert who does.
r A.
Strongly Disagree
r B.
Disagree
r F.
No Basis to Judge
This question was deleted
Strongly Disagree
r B.
Disagree
r
F. No Basis to Judge
Strongly Agree
r F.
No Basis to Judge
r A.
Strongly Disagree
r B.
Disagree
r D. Agree
r D. Agree
r
r E.
r C. Neither Disagree/Agree
r C. Neither Disagree/Agree
E. Strongly Agree
Disagree
24. OPM Retirement & Benefits personnel keep
accurate records.
21. In general, OPM Retirement & Benefits
provides timely service.
r A.
r B.
r D. Agree
r D. Agree
Strongly Agree
Strongly Disagree
r C. Neither Disagree/Agree
r C. Neither Disagree/Agree
r E.
r A.
r E.
Strongly Agree
r F.
No Basis to Judge
25. OPM Retirement & Benefits personnel
provides services when promised.
22. I am satisfied with the amount of time
it took OPM Retirement & Benefits to
respond to the letter(s) I wrote on or
after October 1, 2009.
r A.
Strongly Disagree
Disagree
r A.
Strongly Disagree
r B.
r B.
Disagree
r C. Neither Disagree/Agree
r C. Neither Disagree/Agree
r D. Agree
r D. Agree
r E.
Strongly Agree
r E.
Strongly Agree
r F.
No Basis to Judge
r F.
No Basis to Judge
Please continue
5
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26. The communications materials I received
from OPM Retirement & Benefits were clear
and understandable (e.g., letters, written
information).
29. Problems and complaints are resolved with
minimal effort on my part.
This question was deleted.
r A.
Strongly Disagree
Disagree
r A.
Strongly Disagree
r B.
r B.
Disagree
r C. Neither Disagree/Agree
r C. Neither Disagree/Agree
r D. Agree
r D. Agree
r E.
Strongly Agree
r E.
Strongly Agree
r F.
No Basis to Judge
r F.
No Basis to Judge
30. OPM Retirement & Benefits personnel are
flexible in finding solutions to problems.
27. I am satisfied with the appearance of
manuals, brochures, reports, and other
communications materials (e.g., OPM
Retirement & Benefits Web site, account
statements) prepared by OPM Retirement
& Benefits.
r A.
Strongly Disagree
r B.
Disagree
r C. Neither Disagree/Agree
r A.
Strongly Disagree
r B.
r D. Agree
Disagree
r E.
Strongly Agree
r F.
No Basis to Judge
r C. Neither Disagree/Agree
r D. Agree
r E.
Strongly Agree
r F.
No Basis to Judge
31. I am satisfied with the way OPM Retirement
& Benefits personnel handle problems or
mistakes.
r
28. Problems and complaints are resolved
quickly by OPM Retirement & Benefits
personnel.
A. Strongly Disagree
r B.
Disagree
r C. Neither Disagree/Agree
r A.
Strongly Disagree
r B.
r D. Agree
Disagree
r E.
Strongly Agree
r F.
No Basis to Judge
r C. Neither Disagree/Agree
r D. Agree
r E.
Strongly Agree
r F.
No Basis to Judge
6
This question was
deleted.
32. Overall, how satisfied were you with the
content of the response(s) to the letter(s)
you wrote to OPM since October 1, 2009?
r A.
Very Dissatisfied
r B.
Dissatisfied
33. Since October 1, 2009, I experienced a
customer service problem with my annuity
account in the following areas: (Mark ALL
that apply).
This sentence was
deleted.
r A.
r B.
r C. Neither Dissatisfied/Satisfied
r D. Satisfied
Initial claim for retirement
benefits
Initial claim for survivor
benefits
r C. Allotment
r E.
Very Satisfied
r F.
r D. Cost of living increase
No Basis to Judge
r E.
Federal tax withholding
r F.
State tax withholding
r G. Change in health benefits
plans or options
r H. Change in life insurance
options
r I.
r J.
r K.
r L.
Change in mailing address
Direct deposit of annuity
payment
Adjust annuity after change in
marital status
I have not experienced a
problem
r M. Other (specify):
Please continue
7
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37. How important was the availability of
retirement and insurance benefits in your
decision to accept a job with the Federal
Government?
34. If you applied for survivor annuitant benefits
on or after October 1, 2009, as the result of
the death of a Federal retiree, how satisfied
were you with the assistance you received
from OPM Retirement & Benefits in filing the
paperwork needed to obtain benefits?
This question was deleted.
r A.
Not important
Somewhat important
r A.
Very Dissatisfied
r B.
r B.
Dissatisfied
r C. No opinion/Not sure
r C. Neither Dissatisfied/Satisfied
r D. Important
r D. Satisfied
r E.
r E.
Very Satisfied
r F.
No Basis to Judge
Long-Time Retirees have no further questions to answer.
Thank you for answering these questions. We appreciate
your participation. New Retirees (retired on or after
October 1, 2009) should continue to answer the following
questions.
35. Overall, how satisfied are you with the
services you received from OPM Retirement
& Benefits since October 1, 2009?
r A.
Very Dissatisfied
r B.
Dissatisfied
New Retirees Only - Please
Continue with the Survey
If you retired from Federal service on or after October 1,
2009, please answer the following questions regarding
how well OPM and your agency served you during your
initial retirement process. Long-Time retirees (retired
before October 1, 2009) should not answer these final
questions.
r C. Neither Dissatisfied/Satisfied
r D. Satisfied
r E.
Very Satisfied
38. In most cases, Interim Payments are paid
until an applicant’s annuity claim is
processed and regular payments begin. Was
this the case for your initial annuity claim?
36. If you had a choice of service providers,
would you use OPM Retirement & Benefits
again?
This question was deleted.
r A.
No
r B.
Not Sure
Very important
r A.
No
r B.
Not Sure
r C. Yes
r C. Yes
r D. Not applicable; I did not need
interim payments
8
39. After you applied for your annuity benefit,
when did you receive your first Interim
Payment from OPM Retirement & Benefits?
r A.
Much later than expected
r B.
A little later than expected
42. OPM Retirement & Benefits provided me
with useful information regarding my
retirement.
This question
was deleted
r A.
Strongly Disagree
r B.
Disagree
r C. About when expected
r C. Neither Disagree/Agree
r D. A little sooner than expected
r D. Agree
r E.
r E.
Strongly Agree
r F.
No Basis to Judge
r F.
Much sooner than expected
I never received an Interim
Payment
43. Were you offered retirement counseling?
40. After your Interim Payments ended, was
your first regular retirement check
computed correctly?
r A.
r
No, it was not correct
r C. Yes, it was correct
r B.
Dissatisfied
r B.
Not sure
44. Did you take retirement counseling?
41. When you applied for retirement benefits,
how satisfied were you with how well OPM
Retirement & Benefits handled all aspects of
your retirement claim?
Very Dissatisfied
No
r C. Yes
B. Not sure
r A.
r A.
r A.
No
r B.
Not sure
r C. Yes
r C. Neither Dissatisfied/Satisfied
r D. Satisfied
r E.
Very Satisfied
Please continue
9
e
45. At what point in your Federal career did
your agency offer counseling or training
about retirement planning? (Mark ALL
that apply)
r A.
New employee orientation
r B.
Mid-career
46. What did the counseling cover?
(Mark ALL that apply)
r A.
r B.
employees
r D. Survivor benefits
r D. More than 3 years before
r F.
Overview of retirement
benefits
r C. Amount of annuity
r C. Annual training open to all
r E.
I did not receive retirement
counseling
retirement
r E.
Health insurance benefits
1 to 3 years before
retirement
r F.
Life insurance benefits
r G. Social Security benefits
Less than 1 year before
retirement
r H. Thrift Savings Plan
r G. Agency did not provide
retirement counseling/
training
r H. Not sure
r I.
Taxes
r J.
Long Term Care
r K.
Need for retirement savings
r L.
How to calculate savings
needed for retirement
r M. Retirement life style
r N. Setting retirement goals
47. How satisfied were you that the information
from your agency was accurate?
r A.
Very Dissatisfied
r B.
Dissatisfied
r C. Neither Dissatisfied/Satisfied
r D. Satisfied
10
r E.
Very Satisfied
r F.
No Basis to Judge
50. How did your agency’s estimate of your
annuity compare to the annuity computed
by OPM?
48. How satisfied were you with how your
agency helped you take appropriate actions
(e.g., submitting retirement forms, decisions
on health/life insurance, etc.)?
r A.
Very Dissatisfied
r B.
Dissatisfied
r A.
r B.
my agency
r D. Satisfied
Very Satisfied
r F.
No Basis to Judge
r D. Not sure
51. Which of the following describes how you
planned your retirement? (Mark ALL that
apply)
49. How satisfied were you with how your
agency helped you learn what to expect
after you retired (e.g., how long until annuity
payments begin, tax withholding, etc.)?
r A.
Very Dissatisfied
r B.
Dissatisfied
Estimate was significantly
different from OPM’s
r C. Did not receive estimate from
r C. Neither Dissatisfied/Satisfied
r E.
Estimate was close to OPM’s
r A.
r B.
Attended agency training
Used agency provided
resources
r C. Received individual
counseling
r D. Used outside sources
r C. Neither Dissatisfied/Satisfied
r D. Satisfied
r E.
r E.
Very Satisfied
r F.
r F.
No Basis to Judge
Did not plan for my
retirement
Not sure
Please continue
11
e
52. Comments or suggestions about products or services provided by OPM Retirement & Benefits?
This completes the survey. Thank you for your participation.
12
United States Office of
Personnel Management
1900 E Street, NW
Washington, DC 20415
202-606-0283
[email protected]
RI 10-72
Revised June 2010
Previous editions are not usable.
| File Type | application/pdf |
| File Title | I:\RI 10\RI 10-072\2009\RI_10-072_2010.vp |
| Author | prpinkne |
| File Modified | 2011-04-28 |
| File Created | 2010-04-19 |