Federal Feedback Button Pilot Customer Satisfaction Survey

Federal Feedback Button Project
Proposed question(s) for the Social Security Administration

•

How would you rate your overall experience today?

•

How would you rate the quality of service you received?
o F/u – What can we do to make it better (free form)

•

How would you rate the timeliness of the service you received today?
o Can compare this to actual wait times to get an idea of how people view
waiting.

• Would you be willing to conduct this business online in the future?
•

PAPERWORK REDUCTION ACT STATEMENT: This information
collection meets the requirements of 44 U.S.C. § 3507, as
amended by section 2 of the Paperwork Reduction Act of 1995.
The Office of Management and Budget approval number for this
information collection is 0960-0788. We estimated that it
would take approximately 1 to 3 minutes to participate in
this survey. Send only comments on our time estimate to:
SSA, 6401 Security Blvd., Baltimore, MD 21235-6401.

How the SSA solution will work
Two-pronged approach to collect both high volume and rich data

BUTTON DEVICE

FULL MOBILE
SURVEY

SSA survey - button device
10-30% response rate, question can be easily changed during the pilot

our
How was y ay?
tod
experience

Single question, simple push button feedback:
1. How was your experience today?
2. Other questions TBD

SSA survey - mobile device
1% response rate, richer data collection

Posters at the locations direct citizens to website: feedback.usa.gov
feedback.usa.gov

Select location
How was your experience today?
How was staff courtesy and
professionalism?
Have you considered processing your
social security card online?
If yes, how was your experience?

1. How was your experience today?
2. Other questions TBD