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pdfRate Social Security’s Service
ABOUT OUR SURVEY
Social Security would like to know how well we served you when you filed your recent application for
retirement benefits. The survey asks you to rate the service you received in person, on the telephone, or on
our website. This survey also asks about your expectations for good service and how you want to do business
with Social Security in the future. The survey should take about 20 minutes to finish.
•
Answer all questions as directed. You may be told to skip over some questions. When that happens, you will see
an arrow with a note telling you what question to answer next:
Example:
•
Yes
No
SKIP to Question 1
Please use the space provided on the last page to explain any of your answers, especially any reasons for
dissatisfaction, or to offer any other comments you may have about filing for retirement benefits.
INSTRUCTIONS FOR MARKING YOUR ANSWERS
• Use a pen with blue or black ink or a number 2 pencil.
• Make no stray marks.
• Do not use a pen with ink that soaks through the paper.
• Keep all entries within the appropriate boxes.
PREPARING TO FILE FOR RETIREMENT BENEFITS
1.
Before you filed your application for retirement benefits, did you get any information from Social Security to help you
prepare?
Mark (X) ONLY one answer.
Yes
No
SKIP to Question 5.
1
2.
How did you get that information from Social Security?
Mark (X) all answers that apply.
3.
Visited Social Security’s website
Called Social Security’s national 800 number
Called a local Social Security office
Visited a local Social Security office
Reviewed last Social Security Statement I received in the mail
Some other way: Please explain: _______________________________________________________
Social Security has tools on its website that you can use to find out how much your monthly retirement benefit will be:
the Retirement Benefit Estimator (www.socialsecurity.gov/estimator) and the personalized Social Security Statement
Online (www.socialsecurity.gov/myaccount). Before you filed, did you use either of these tools to get an estimate of
your retirement benefit?
Mark (X) ONLY one answer.
4.
Yes
No
SKIP to Question 5.
How would you rate the usefulness of these tools on Social Security’s website?
Very
Useful
Somewhat
Useful
Not Very
Useful
Not at All
Useful
No
Opinion
I found Social Security’s Retirement Benefit Estimator
to be…
I found the Online Social Security Statement to be…
Mark (X) one answer.
5.
Did you get any information about Social Security retirement benefits from anywhere other than Social Security?
Mark (X) ONLY one answer.
Yes
Continue with Question 6.
No
SKIP to Question 7 if you answered “yes” in Question 1.
SKIP to Question 9 if you answered “no” in Question 1.
2
6.
Where did you get that information?
Mark (X) all answers that apply.
7.
Senior citizens organization, such as AARP
Accountant or financial advisor
Employer or union
Friends or relatives
Local seminars or meetings
Traditional media (newspaper, magazine, TV, or radio)
Website other than Social Security’s
Social networking site such as Facebook or Twitter
Government agency other than Social Security
Some other way: Please explain: _______________________________________________________
No matter where you obtained information to prepare for retirement, did it change your plans about when to start
collecting your Social Security retirement benefits?
Mark (X) ONLY one answer.
8.
Yes
No
SKIP to Question 9.
How did the information change your plans about when to start collecting your Social Security retirement benefits?
Did you:
Mark (X) ONLY one answer.
Claim Social Security benefits earlier than planned
Claim Social Security benefits later than planned
HOW YOU FILED YOUR APPLICATION FOR RETIREMENT BENEFITS
9.
Did you file your application for retirement benefits:
Mark (X) ONLY one answer.
In person with a Social Security employee
Over the telephone with a Social Security employee
On Social Security’s website
SKIP to Question 14.
3
10. Social Security offers an online application on its website that people can use to file for retirement benefits. At the
time you filed, were you aware of Social Security’s online application?
Mark (X) ONLY one answer.
Yes
No
SKIP to Question 12.
11. What was the main reason you didn’t use the online retirement application?
Mark (X) ONLY one answer.
Don’t use the Internet
Easier to understand things when explained by a person
Can get my specific questions answered right away with a person
Concerned about security and/or privacy of my information
Concerned online application might be too hard, complicated
Problem with computer or Internet access
Some other reason: Please explain: _____________________________________________________
12. Did you make an appointment with Social Security to file your retirement application?
Mark (X) ONLY one answer.
Yes
No
SKIP to Question 15.
13. Please rate the following aspects of your appointment with Social Security.
Excellent
Very
Good
Good
Fair
Poor
Very
Poor
No
Opinion
How soon you could get an appointment
Convenience of the scheduled appointment
Mark (X) one answer for each item.
4
SATISFACTION WITH THE ONLINE APPLICATION
The next question is for people who filed their application for retirement benefits on Social Security’s website.
If you did NOT file your retirement application online, please SKIP TO Question 15.
14. Please rate the following aspects of your experience using Social Security’s online application.
Excellent
Very
Good
Good
Fair
Poor
Very
Poor
No
Opinion
Ease of finding the online application on Social
Security’s website
Ease of answering the questions on the online
application
Helpfulness of the explanations in the “More
Info” links on the online application
Availability of other help from Social Security to
complete the online application
Length of time it took to complete the online
application
How well the online application explained what
would happen after you submitted it
Mark (X) one answer for each item.
SATISFACTION WITH SOCIAL SECURITY’S TELEPHONE SERVICE
15. Did you ever call Social Security about your application for retirement benefits?
Mark (X) ONLY one answer.
Yes
No
SKIP to Question 18.
16. Did you call Social Security’s national 800 number, a local office, or both?
Mark (X) ONLY one answer.
National 800 number
Local Social Security office
Both
Not sure
5
17. Please rate the following aspects of Social Security’s telephone service.
Excellent
Very
Good
Good
Fair
Poor
Very
Poor
No
Opinion
The automated system that answered your call
How long it took you to get through to
an employee
Overall time it took the employee to handle
your call
Mark (X) one answer for each item.
SATISFACTION WITH SOCIAL SECURITY’S IN-PERSON SERVICE
18. Did you ever visit a Social Security office about your application for retirement benefits?
Mark (X) ONLY one answer.
Yes
No
SKIP to Question 20.
19. Please rate the following aspects of your visit to the Social Security office.
Excellent
Very
Good
Good
Fair
Poor
Very
Poor
No
Opinion
Office location
Office hours
Signs/instructions explaining how to check in
when you got to the office
Office comfort (seating, temperature, etc.)
Office appearance (clean, pleasant, etc.)
Office privacy
Waiting time to be served in the office
Mark (X) one answer for each item.
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SATISFACTION WITH SOCIAL SECURITY EMPLOYEE SERVICE
The next question is for people who spoke to one or more Social Security employees about their application for retirement
benefits.
If you did NOT speak with any Social Security employees, please SKIP TO Question 21.
20. Please rate the service you received from all the Social Security employees you spoke with about your application
for retirement benefits.
Excellent
Very
Good
Good
Fair
Poor
Very
Poor
No
Opinion
Helpfulness of the employees
Courtesy of the employees
How well the employees knew their jobs
How clearly the employees explained things
to you
Amount of time the employees spent with you
Mark (X) one answer for each item.
OVERALL SATISFACTION WITH THE APPLICATION EXPERIENCE
21. Please rate the following aspects of your experience filing for retirement benefits.
Excellent
Very
Good
Good
Fair
Poor
Very
Poor
No
Opinion
How well Social Security explained the
information you needed to know about your
benefits
How quickly you received Social Security’s
decision on your application
Clarity of Social Security’s letter explaining the
amount of your benefits and when they would
be paid
Social Security’s service overall
Mark (X) one answer for each item.
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YOUR SERVICE PREFERENCES
22. Please tell us how you would prefer to conduct Social Security business you might have in the future, such as
changing your address or getting a statement of the total benefits you received in the last year. Mark (X) one
method as your first choice and one as your second choice for each type of business.
An
Automated
Phone
Service
An Agent on
a National
800 Number
An Agent on
a Local
Phone
Number
A Visit to a
Local Office
Use an
Online
Service
E-mail
Regular Mail
To change information on my Social Security records, I would prefer …
First choice
Second choice
To get information from my Social Security records, I would prefer …
First choice
Second choice
23. Now we would like to know how you would define timely service when you do business with Social Security. First,
when doing business on the telephone, please mark (X) the box that best describes the amount of time you think is
reasonable to wait.
A reasonable time for me to wait:
Less than
1 minute
1 to 3
minutes
4 to 5
minutes
5 to 10
minutes
11 to 20
minutes
More than
20 minutes
To speak to an employee on the
phone is …
A reasonable time for me to wait:
Same day
Next day
About
2-3 days
About
1 week
About
2 weeks
More than
2 weeks
For an employee to call me back when
I leave a phone message is …
24. When doing business in person, please mark (X) the box that best describes the amount of time you think is
reasonable to wait.
Less than
5 minutes
5 to 10
minutes
11 to 20
minutes
21 to 30
minutes
31 to 45
minutes
More than
45 minutes
To be seen in an
office without an appointment is …
To be seen in an
office with an appointment is …
A reasonable time for me to wait:
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25. When doing business on a website or by e-mail, please mark (X) the box that best describes the amount of time
you think is reasonable to wait.
A reasonable time for me to wait:
To get a response when I ask a question
on a website or by e-mail is …
Same day
Next day
About
2-3 days
About
1 week
About
2 weeks
More than
2 weeks
PRIVACY OF YOUR PERSONAL INFORMATION
26. No matter how you choose to do business with us, in person, by telephone, or online, Social Security takes great
care to protect your personal information. Based on your recent experience applying for retirement benefits, how
confident are you that the information in your Social Security records is secure?
Mark (X) one answer.
Very
Confident
Somewhat
Confident
Not Very
Confident
Not at All
Confident
No
Opinion
I would rate my level of confidence in the security of my
Social Security records as…
DOING BUSINESS ONLINE
27. Do you currently use the Internet?
Mark (X) ONLY one answer.
Yes
No
SKIP to Question 37.
28. How would you rate your level of experience using the Internet?
Mark (X) one answer.
Very
Experienced
Somewhat
Experienced
Not Very
Experienced
Not at All
Experienced
No
Opinion
I would rate my level of experience using the
Internet as …
29. How do you access the Internet? Do you use a:
Mark (X) all answers that apply.
Personal or laptop computer
Wireless handheld device (smartphone, iPad, etc.)
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30. The list below describes different activities people can do on the Internet using a personal or laptop computer or a
wireless handheld device. Please tell us whether you do each of the online activities listed below often, sometimes,
or never using the type of device shown.
Using a personal or laptop computer, I…
Mark (X) one answer for each item.
Often
Sometimes
Never
Send e-mail
Look for information online
Make purchases online
Bank or pay bills online
Use Facebook, Twitter, or other social
networking site
Often
Sometimes
Never
Send e-mail
Look for information online
Make purchases online
Bank or pay bills online
Use Facebook, Twitter, or other social
networking site
Using a wireless handheld device, I…
Mark (X) one answer for each item.
31. Social Security offers a service called My Social Security (www.socialsecurity.gov/myaccount) where people can
create a secure online account with a user name and password to conduct various types of business. For example,
if they receive benefits people with an online account can change their address or direct deposit information, or get a
statement of the monthly benefits they receive. Have you already created an online account with Social Security?
Mark (X) ONLY one answer.
Yes
No
SKIP to Question 37.
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32. To create a secure online account, Social Security must verify your identity. In addition to providing your name and
Social Security number, how comfortable would you be providing each item below in order to do business online with
Social Security?
Very
Comfortable
Somewhat
Comfortable
Not Very
Comfortable
Not at all
Comfortable
No
Opinion
Your current address
Your date of birth
Your phone number
Part of your credit card number
Other personal information from your records,
such as prior earnings or your Social Security
payment amount.
Mark (X) one answer for each item.
33. To verify your identity, Social Security would need to match the personal information you give against other records.
Listed below are different kinds of records that Social Security could match with. How comfortable would you be with
each?
Very
Comfortable
Somewhat
Comfortable
Not Very
Comfortable
Not at all
Comfortable
No
Opinion
Checking against Social Security’s own
records
Checking against records from a private
company, like a credit bureau
Mark (X) one answer for each item.
34. How likely would you be to create an online account for handling future Social Security business?
Mark (X) one answer.
For me, creating an online account with a user name
and password for Social Security business is...
Very
Likely
Somewhat
Likely
Not Very
Likely
Not at
All Likely
No
Opinion
11
35. What is the main reason why you might be likely to create an online account with Social Security?
Mark (X) ONLY one answer.
Can take care of my business any time of day
Don’t have to wait to speak to someone, either on the phone or in person
Don’t have to travel to the office
Can have all my records at hand or can look something up if I need to
Some other reason you might use it Please explain: _________________________________________
Can’t think of any reason why I would use it
36. What is the main reason why you might not be likely to create an online account with Social Security?
Mark (X) ONLY one answer.
Prefer to speak to a person
Concerned about security and/or privacy of my information
Problem with computer or Internet access
Concerned completing online business might be too hard, complicated
Some other reason you might not use it Please explain: ____________________________________
Can’t think of any reason why I wouldn’t use it
A LITTLE MORE ABOUT YOU
37. Because of a medical condition, people sometimes need special accommodations to handle their Social Security
business. When you do business with Social Security in person, on the telephone, or online, do you need them to
provide special accommodations because of a medical condition?
Mark (X) ONLY one answer.
Yes
No
SKIP to Question 40.
38. Do you need special accommodations because of a:
Mark (X) all answers that apply.
Physical limitation (for example, wheelchair access)
Visual limitation (for example, large print or Braille documents)
Deafness or difficulty hearing (for example, sign language interpreter or video relay)
Other limitation (for example, a learning disability)
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39. And for the final question, what is the highest level of education you have completed?
Mark (X) ONLY one answer.
Not a high school graduate
High school graduate or GED
Trade/technical/vocational school graduate
Some college
Undergraduate degree
Graduate degree or postgraduate training
40. If you have any comments about the service you received from Social Security for your application for retirement
benefits, please provide them here:
Thank you for your time and attention with this survey. Please return the completed questionnaire in the enclosed
postage-paid envelope as soon as possible to:
Social Security Survey
Contractor Name
Contractor Address
PRIVACY ACT STATEMENT
PAPERWORK REDUCTION ACT STATEMENT
The Social Security Administration is authorized to
collect the information for this survey under Executive
Order 12862, “Setting Customer Service Standards.”
Your response to these questions is strictly voluntary.
The information you provide will be used to help us
improve the service that we give you. Your response
will not be disclosed to any other government or private
agency.
This information collection meets the requirements of
44 U.S.C. § 3507, as amended by Section 2 of the
Paperwork Reduction Act of 1995. You do not need to
answer these questions unless we display a valid Office
of Management and Budget control number. We
estimate that it will take about 20 minutes to read the
instructions, gather the facts and answer the questions.
You may send comments on our time estimate above to:
Social Security Administration, 6401 Security Blvd.,
Baltimore, MD 21235-6401. (Send only comments
relating to our time estimate to this address, not the
completed form.)
OMB CONTROL NO: 0960-0526
EXPIRATION DATE: November 2015
13
FY 2014 Retirement Survey Correspondence
Prenotice Postcard
Dear Social Security Customer:
Social Security believes that conducting surveys is one of the best ways to find out how
well we are serving you. That’s why we will soon be asking you to give us your opinion
about the business you recently completed with us.
In a few days, you will receive a questionnaire in the mail from [Contractor], who is
conducting the survey for Social Security. When you receive their envelope, we hope
that you will take the time to answer our questions. We look forward to hearing your
opinions.
Stephanie Hall
Deputy Commissioner for Quality Performance
Social Security Administration
Initial Cover Letter
Dear Social Security Customer:
As I noted in my recent postcard, Social Security is conducting a survey to find out how
well we served you when you filed an application for retirement benefits. You are one of
only a small number of people across the country who were chosen to receive the
enclosed questionnaire. While you are not required to respond, your opinions are very
valuable. Your answers will help us make important decisions about how Social Security
can best serve you.
Please be assured that [Contractor], who is conducting this survey for us, will only give
your responses to my staff here at Social Security and will not use them for any other
purpose. Social Security will report the survey results by summarizing the answers of
everyone who takes the survey; we will not report any individual responses. The barcode
on this survey is only used to let us know whether you have returned your survey, so we
don’t send you reminder letters.
Please return your completed survey as soon as possible in the postage-paid envelope
provided. If you have a question about Social Security benefits, please visit our web site
at www.socialsecurity.gov or call our toll-free information line at 1-800-772-1213.
We appreciate your taking time out of your busy schedule to answer our survey.
Sincerely,
Stephanie Hall
Deputy Commissioner for Quality Performance
Social Security Administration
Enclosures
Follow-up Post Card
SURVEY REMINDER
About two weeks ago, [Contractor] sent you a questionnaire to find out how well we
served you during your recent business with us.
•
•
•
If you have already mailed back your completed questionnaire, we thank you
for your quick response.
However, if you have not yet returned the questionnaire, we would appreciate
it if you could take some time to complete it and send it back as soon as possible.
If you no longer have the questionnaire, you don’t need to do anything.
[Contractor] will be mailing another one to you shortly.
Thank you for sharing your opinions with us.
Stephanie Hall
Deputy Commissioner for Quality Performance
Social Security Administration
Follow-up Cover Letter
Dear Social Security Customer:
Several weeks ago [Contractor] sent you a survey questionnaire to find out how well we served
you when you filed an application for retirement benefits. We haven’t yet heard from you and
it’s very important that we gather opinions from as many people as possible. If you recently
mailed in your completed questionnaire, please discard this letter. We sincerely appreciate your
help and look forward to receiving your response.
However, if you have not yet returned your questionnaire, we ask that you take some time now
to complete it and send it back. For your convenience, we have enclosed another questionnaire
along with a postage-paid return envelope.
Please be assured that [Contractor], who is conducting this survey for us, will only give your
responses to my staff here at Social Security and will not use them for any other purpose. Social
Security will report the survey results by summarizing the answers of everyone who takes the
survey; we will not report any individual responses.
If you have a question about Social Security benefits, please visit our web site
at www.socialsecurity.gov or call our toll-free information line at 1-800-772-1213.
We would appreciate receiving your completed survey as soon as possible.
Sincerely,
Stephanie Hall
Deputy Commissioner for Quality Performance
Social Security Administration
Enclosures
Closeout Letter
Dear Social Security Customer:
Recently we mailed you a survey questionnaire to find out how well we served you when you
filed an application for retirement benefits. If you have already completed and returned the
questionnaire, please accept our sincere thanks.
If you have not yet had time, we hope you will turn to it right away. We are wrapping up the
survey and would like to include your opinions, but we need your quick response. We think it’s
extremely important to hear from everyone who was selected to participate in this survey.
Please be assured that [Contractor], who is conducting this survey for us, will only give your
responses to my staff here at Social Security and will not use them for any other purpose. Social
Security will report the survey results by summarizing the answers of everyone who takes the
survey; we will not report any individual responses.
If you have a question about Social Security benefits, please visit our web site
at www.socialsecurity.gov or call our toll-free information line at 1-800-772-1213.
Thank you for your help.
Sincerely,
Stephanie Hall
Deputy Commissioner for Quality Performance
Social Security Administration
| File Type | application/pdf |
| Author | DPSE PA |
| File Modified | 2013-08-28 |
| File Created | 2013-08-19 |