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pdfAmerican Customer Satisfaction Index
Railroad Retirement Board
Rail Employers
Customer Satisfaction Study
April-May, 2015
Employers Segment
2015 Customer Survey Results
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Employers Segment
2015 Customer Survey Results
TABLE OF CONTENTS
Introduction and Methodology
Customer Satisfaction (ACSI)
Benchmarks
Customer Satisfaction Model
Drivers of Customer Satisfaction
Outcomes
Segments: Experience with One or
More than One Railroad
Summary and Recommendations
3
4
5
6
7
12
Appendix A: Questionnaire
Appendix B: Non-Modeled Questions
Appendix C: Score Tables
Appendix D :Verbatim Comments
16
23
27
33
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2015 Customer Survey Results
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Introduction and Methodology
The American Customer Satisfaction Index (ACSI) is the national indicator of customer evaluations of the
quality of goods and services available to U.S. residents. It is the only uniform, cross-industry/government
measure of customer satisfaction. Since 1994, the ACSI has measured satisfaction, its causes, and its
effects, for seven economic sectors, 43 industries, more than 200 private sector companies, two types of
local government services, the U.S. Postal Service, and the Internal Revenue Service. The ACSI has
measured more than 100 programs of Federal Government agencies since 1999. This allows
benchmarking between the public and private sectors and provides information unique to each agency on
how its activities that interface with the public affect the satisfaction of customers. The effects of
satisfaction are estimated, in turn, on specific objectives (such as public trust).
Customer Background
The Railroad Retirement Board chose the Rail Employers segment to measure in 2015.
Data Collection
The Railroad Retirement Board provided a sample list of 1,159 Employer contacts. E-mailed invitations
were sent to this list on 4/6/15, with follow-up e-mails sent on 4/15 and 4/20. On 4/27, the e-mail survey
fielding closed, with a total of 162 valid responses.
Phone surveys began on 4/28 in order to obtain a total of 300 responses for the study. An additional 138
phone survey responses were received between 4/28 and 5/7, bringing the total respondent count to 300.
Reporting
The questionnaire used is shown in Appendix A. The questionnaire was developed through a
collaborative effort between CFI Group and the Railroad Retirement Board to measure overall satisfaction
with RRB for Rail Employers.
Most of the questions in the survey asked the respondent to rate items on a 1 to 10 scale. Results to
these questions are reported on a scale of 0 to 100 and are included in Appendix C. Aggregate scores
are included in these tables, as well as comparisons of scores by employer segment. Responses to nonmodeled questions such as multiple-choice questions and yes/no were included for background
information on the respondents. The results for these non-modeled questions are included in Appendix B.
A full listing of verbatim comments from respondents is provided in Appendix D.
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2015 Customer Survey Results
Customer Satisfaction (ACSI)
The Customer Satisfaction Index (CSI) is a weighted average of three questions in the questionnaire in
Appendix A. The questions are answered on 1-10 scale and converted to a 0-100 scale for reporting
purposes. The three questions measure: Overall satisfaction (Q40); Satisfaction compared to
expectations (Q41); and Satisfaction compared to an ‘ideal’ organization (Q42). The model assigns the
weights to each question in a way that maximizes the ability of the index to predict changes in agency
outcomes.
The 2015 Customer Satisfaction Index (CSI) for RRB Rail Employers Segment is 77. Overall
satisfaction is strong at 82, while there is opportunity to improve employer perception around how closely
the RRB compares to employer expectations and to their vision of an ideal organization.
Customer Satisfaction Index
April-May, 2015
Customer Satisfaction Index
77
Overall Satisfaction
82
Meets Expectations
75
Ideal Organization
74
N=300
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Benchmarks
The Railroad Retirement Board Employers Segment compares competitively with other Federal
Government agencies using the ACSI methodology, and well above aggregated industry benchmarks
such as the Government Contact Center Study and the Public Sector average produced by the ACSI.
Agency
Segment
CSI
National Recreation Reservation Service
Field Staff Users
90
USDA Food Safety Inspection Service
OCIO Service Desk Users
84
Federal Trade Commission
Contact Center Users
81
NASA
Earth Observing Data/IS Users
78
Railroad Retirement Board
Employers
77
Department of Education
Federal Loan Servicers
75
PBGC
Practitioners
73
Public Sector
2014 Government Contact Center Study –
67
All respondents
Public Sector
ACSI Federal Government
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Employers Segment
2015 Customer Survey Results
Customer Satisfaction Model
2015 RRB Rail Employers Segment - Customer Satisfaction Model
Components (Satisfaction Drivers)
Future Behaviors
Future Behaviors represent the desired
behaviors that result f rom changes in CSI
88
1.7
RRB Field Office
79
1.7
ERSNet System
Reporting Forms
79
1.0
RRB.gov
85
0.8
Quality Reporting
Service Center
CUSTOMER
SATISFACTION 77
INDEX
Confidence
84
4.3
Score – Measure of performance on 0-100 scale
Impact – Expected increase in satisfaction from a
5-point increase in driver score.
N=300
RRB can use the scores and impacts from the model shown above to target areas for improvement that
will have the greatest leverage on Customer Satisfaction and desired outcomes.
Attribute scores are the mean (average) respondent scores to each individual question that was asked in
the survey. Respondents are asked to rate each item on a 1-10 scale with “1” being “poor” and “10”
being “excellent.” CFI Group converts the mean responses to these items to a 0-100 scale for reporting
purposes. It is important to note that these scores are averages, not percentages. The score is best
thought of as an index, with 0 meaning “poor” and 100 meaning “excellent.”
A component score is the weighted average of the individual attribute ratings given by each respondent to
the questions presented in the survey. A score is a relative measure of performance for a component, as
given for a particular set of respondents.
Impacts should be read as the effect on the subsequent component if the initial driver (component) were
to be improved or decreased by five points. For example, if the score for RRB.gov Center increased by 5
points (79 to 84), Customer Satisfaction would increase by the amount of its impact, 1.0 points, (from 77
to 78). Similarly, if Customer Satisfaction were to increase by 5 points, ‘Confidence in RRB’ would
increase by 4.3 points from 84 to 88.3. If the driver increases by less than or more than five points, the
resulting change in the subsequent component would be the corresponding fraction of the original impact.
Impacts are additive. Thus, if multiple areas were to each improve by 5 points the related improvement in
satisfaction will be the sum of the impacts.
As with scores, impacts are also relative to one another. A low impact does not mean a component is
unimportant. Rather, it means that a five-point change in that one component is unlikely to result in much
improvement in Satisfaction at this time. Therefore, components with higher impacts are generally
recommended for improvement first, especially if scores are lower for those components.
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Since only 10% of respondents received training from the Quality Reporting Service Center, this
component was not included in the model for the purposes of calculating an impact. Scores indicating
performance on a 0 to 100 scale were, however, calculated for Training.
Drivers of Customer Satisfaction
RRB Field Office
Impact 1.7
Slightly less than half (44%) of respondents contacted a Railroad Retirement Board Field Office for
business purposes within the last three months, with the majority of those (57%) doing so by using a
direct Field Office number (as opposed to the National Toll Free number). The Field Office experience is
the highest rated aspect of the employer experience at 88, and along with the ERSNet System has the
most leverage on customer satisfaction. With all but one attribute of the experience scoring in the high
80s or low 90’s, maintaining this level of strong performance should be the goal here and should remain a
key initiative. The primary area of opportunity with the Field Office is with respect to Ease of contacting
the RRB (79).
RRB Field Office
April-May, 2015
RRB Field Office
88
Professionalism of the personnel
92
Courtesy of personnel
91
Responsiveness of personnel
89
Accuracy of information provided
89
Clarity of information provided
87
Ease of contacting RRB
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79
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ERSNet System
Impact 1.7
Nearly two-thirds (65%) of employer respondents reported accessing the online ERSNet system since
January 1, 2015. With a score of 79, the system is largely meeting the needs of employers, though there
is opportunity for improvement. Improving the clarity of instructions on the forms provides the most
opportunity to improve the experience with the ERSNet System, with a score of 78 for Ease of
Understanding the Instructions on the Forms. The ERSNet System influences customer satisfaction
significantly (1.7) and is a vital component of the service experience for rail employers. 96% of
respondents who accessed the system stated that the system provides the services they need, an
excellent indicator of the usefulness of the tool.
ERSNet System
April-May, 2015
ERSNet System Reporting Forms
79
Accuracy of instructions
81
Helpfulness of the ERSNet System
81
Ease of understanding forms
instructions
78
Ease of using the online form
78
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RRB.gov Website
Impact 1.0
75% of employer respondents reported accessing RRB.gov in the past three months. Respondents
indicated relatively strong satisfaction with the Clarity of Information provided on the website (79). The
website experience has moderate leverage on customer satisfaction, so maintaining efforts to provide
clear information in a user-friendly manner for employers should remain a focus.
RRB.gov Website
April-May, 2015
RRB.gov website
79
Clarity of information from RRB.gov
79
98% of those who visited the website found the information they needed on RRB.gov. The most
commonly cited items accessed were *Employer Reporting Information (75%), *Forms (74%), and
*Employer Reporting Instructions (64%).
*Multi-select question
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Quality Reporting Service Center
Impact 0.8
The Quality Reporting Service Center was utilized by 30% of employer respondents. This aspect of the
experience carries the least relative leverage on customer satisfaction and is performing very well at 85.
Employers are particularly pleased with the Professionalism (90), Courtesy (89), and Accuracy of
information provided by representatives. An outstanding 94% of respondents reported that they received
the business information they needed. The primary area for improvement is around the Ease of
contacting the Quality Reporting Service Center, though the score of 77 is not an indicator of poor
performance here.
Quality Reporting Service Center
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Quality Reporting Service Center
85
Professionalism of personnel
90
Courtesy of its personnel
89
Accuracy of information provided to
you
88
Responsiveness of its personnel
86
Clarity of information
85
Ease of contacting Quality Reporting
Service Center
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CFI Group
Employers Segment
2015 Customer Survey Results
Quality Reporting Service Center Training
Impact N/A (low sample)
Only 10% of respondents received training from the Quality Reporting Service Center, and those who did
rated it very highly, scoring 87 in response to the extent to which the training helped them better assist
their employees regarding their benefits. 100% of respondents who received training stated that they
received the business information they needed from the training.
Training
87
Training helped assist employees
regarding benefits
87
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Outcomes
Employers were asked to rate on a 1-10 scale their confidence that the Railroad Retirement Board will do
a good job in providing assistance to them in the future. Respondents indicated an aggregate score of 84
for this outcome, indicating strong belief that the RRB will continue doing a good job in providing
assistance. Customer Satisfaction has an impact of 4.3 on Employer Confidence, reflecting that there is
nearly a one-to-one relationship between changes in satisfaction and changes in confidence.
Confidence
Impact 4.3
Confidence in RRB
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Customer Satisfaction Index
77
Confidence
April-May 2015
84
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Experience with One or More Than One Railroad
More than three quarters (77%) based their survey responses on experience with a single railroad. These
employers reported higher scores nearly across the board than those who had experience with multiple
railroads, including a 5 point difference in Customer Satisfaction Index (79 vs. 74). Training was the
exception, with those with experience with multiple railroads scoring 3 points higher than those basing
their responses on one railroad (89 vs. 86), though that component’s smaller sample size (31 in all) must
be considered
There were very few significant differences between the ratings from Spouse to Widow and Initial Widow
segments at the 90% confidence level, all of which were found at the question level within the Quality
Reporting Service Center component (questions where significant differences were found are highlighted
in the table below).
The largest score differences at the component level are seen in the Quality Reporting Service Center (6
points) and the RRB Field Office (4 points); both areas that rely on interaction with RRB personnel. By
contrast, the RRB.gov website and ERSNet System Reporting Forms showed only very narrow score
differences (1 and 2 points, respectively).
Scores by Segment
Experience with one or more than one railroad
More than
one Railroad
One Railroad
Only
Scores
Sample Size
RRB Field Office
Ease of contacting RRB
Courtesy of personnel
Professionalism of the personnel
Responsiveness of personnel
Clarity of information provided
Accuracy of information provided
RRB.gov website
Clarity of information from RRB.gov
ERSNet System Reporting Forms
Ease of understanding forms instructions
Accuracy of instructions
Ease of using the online form
Helpfulness of the ERSNet System
Quality Reporting Service Center
Ease of contacting Quality Reporting Service Center
Courtesy of its personnel
Professionalism of personnel
Responsiveness of its personnel
Clarity of information
Accuracy of information provided to you
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70
85
78
91
91
87
83
85
76
76
78
76
78
76
80
81
72
86
88
80
79
83
230
89
79
92
92
89
88
90
80
80
80
79
82
79
81
87
80
91
91
89
88
90
CFI Group
Employers Segment
2015 Customer Survey Results
Training
Training helped assist employees regarding benefits
Customer Satisfaction Index
Overall Satisfaction
Meets Expectations
Ideal Organization
Confidence
Confident RRB will do a good job in future
89
89
74
78
72
69
80
80
86
86
79
83
76
76
84
84
Summary and Recommendations
With a Customer Satisfaction Index of 77, Rail employers are generally satisfied with the services
provided by the Railroad Retirement Board, while indicating some areas for improvement. This CSI score
is competitive with other measured Government Agencies and indices.The Overall Satisfaction
measurement within the Customer Satisfaction Index was rated as 82, and satisfaction driver scores
ranged from 79 to 88; all positive signals of strong performance.
RRB Field Offices are a significant strength within the organization, as rail employers rated their
experience with the Field Offices at an outstanding 88 – the highest of any measured satisfaction driver.
Field Offices (along with ERSNet Reporting Services) also carry the most leverage on satisfaction. Thus,
maintain the high level of service currently being delivered from RRB Field Offices should remain a key
focus of the organization.
The ERSNet System represents the greatest area of opportunity. Nearly two-thirds of respondents (65%)
reported having used the system since the beginning of the year, and while its score of 79 represents a
relatively strong satisfaction, it is (along with RRB.gov) the lowest scoring aspect of the employer
experience and has the same high degree of leverage that RRB Field Offices do. Consequently, any
improvements in this area will reap the most benefits in terms of driving satisfaction higher. In particular,
any efforts to make forms instructions and the online form easier to use will be most likely to result in
higher satisfaction levels.
The 75% of respondents who had accessed RRB.gov in the past three months are generally pleased with
the clarity of information on the website (79), and nearly all (98%) found the information they needed on
the site. This component has a moderate impact on customer satisfaction, so maintaining this level of
performance or even boosting it incrementally will influence customer satisfaction.
The Quality Reporting Service Center is a significant strength of Railroad Retirement Board based on its
score of 85 among the 30% of respondents who contacted the Service Center. Rail employers are
specifically pleased with the Professionalism (90) and Courtesy (89) of personnel, as well as the Accuracy
of Information (88) and Responsiveness of Personnel (86). This driver has the least amount of leverage
on customer satisfaction of the drivers, in part due to the fact that less than one third of respondents
recently utilized the center. 94% of those who contacted the center obtained the information they needed.
While only 10% of respondents experienced recent training from the Quality Reporting Service Center,
those who did were quite pleased based on the score of 87. This provides a strong indication that the
training will be effective in helping employers assist their employees regarding their benefits. Promoting
the Service Center’s training capabilities to employers to encourage more participation may be a way to
increase the number of positive interactions with the RRB and promote additional goodwill.
In examining responses from those who had experience with just one railroad as opposed to multiple,
customer satisfaction, as well as most measured areas, is higher among employers who only dealt with
one railroad. The contrast is most notable in those areas that rely in interaction with people; namely the
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RRB Field Offices and the Quality Reporting Service Center. This outcome is not unexpected, as
familiarity and consistency lead to an understanding of mutual expectations.
Employers responding to the survey expressed a high degree of confidence (84) that the RRB will do a
good job in providing assistance to them in the future, evidence of the overall positive relationship
between employers and the Railroad Retirement Board.
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APPENDIX A : Survey Questionnaire
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Railroad Retirement Board (RRB)
Rail Employers Customer Satisfaction Questionnaire
Final
Programming Notes:
Items in BOLD are programmer instructions and will not show to the respondent
All questions are required, except for open-ended
Scaled questions will have a “DK/NA” option
Introduction
The Railroad Retirement Board is committed to providing Rail Employers services that meet your needs. Gathering
your feedback helps to ensure that we are delivering on our commitment to you. To this end, we have
commissioned the CFI Group, an independent third-party research group, to conduct a survey that asks about your
satisfaction with our services as well as ways that we can improve our service to you.
If you receive more than one survey via different email addresses, please only complete the survey once. Individual
companies may have more than one employee who responds to the survey.
The CFI Group will hold confidential your response to the survey. Your responses will be combined with
information from other respondents for research and evaluation purposes so that we may continue to meet your
needs in the future. However, your responses will be held anonymous and never connected to your answers. This
brief survey will take approximately 12-15 minutes of your time.
The survey is authorized by the U.S. Office of Management and Budget Control No. 1090-0007 which expires on
March 31, 2015.
If you have any questions about the survey, please contact [email protected].
Screening Questions
Are you responding on behalf of your experience with more than one railroad?
Yes
No
How many employees does your organization have?
0 – 20
21 – 50
51 – 100
101 – 1,000
1,001 – 10,000
10,001+
What department do you work in?
Human Resources
Labor Relations
Payroll
Taxation
Other (please specify) ______
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How many years have you been in your current position?
0-2
3-5
6-10
More than 10
Field Service
Have you contacted a Railroad Retirement Board Field Office for business purposes within the last 3 months?
Yes
No (skip to next section)
How did you contact the Railroad Retirement Board Field Office?
National Toll Free number
Direct Field Office number
Consider the most recent contact you have had with the Railroad Retirement Board Field Office.
On a scale from 1 to 10 where 1 means “Poor” and 10 means “Excellent,” please rate the
following:
The ease of contacting the Railroad Retirement Board
The courtesy of its personnel
The professionalism of its personnel
The responsiveness of its personnel
The clarity of the information provided to you
The accuracy of the information provided to you
Did you receive the business information you needed?
Yes (go to Q14)
No (go to Q13A)
Q13A. Please explain why you feel you did not receive the business information you need. (Open-end)
Internet Contact: RRB.GOV
Have you accessed RRB.GOV for business purposes (not personal) within the last 3 months?
Yes
No (skip to next section)
Did you access any of the following? (Select all that apply)
Forms
Employer Reporting Information
Agency Reports
Press releases
None of the above (skip to next section)
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Did you also access any of the following? (Select all that apply)
Program Letters
Training Videos
Employer Reporting Instructions
Other (please specify)__________
(If Q15=1,2,3,4 or Q16=1,2,3,4) Did you find the business information you needed?
Yes (go to Q18)
No (go to Q17A)
Q17A. Please explain why you feel you did not receive the business information need. (open-end)
(If Q14=Yes ) On a scale from 1 to 10 where 1 means “Poor” and 10 means “Excellent,” please rate the clarity of
information provided to you.
Internet Contact: Employer Reporting Services – ERSNet System
Have you accessed the on-line Employer Reporting System-ERSNet to access Reporting Forms since January 1,
2015?
Yes
No (skip to next section)
(If Q19=1) Which of the following forms did you use? (select all that apply)
a) BA-4, Report of Creditable Compensation Adjustments,
b) BA-6a, BA-6 Address Report,
c) GL-129/129a, Request for Verification of Service & Compensation, and reply.
d) ID-4K, Prepayment Notice of Employee’s Application and Claims for Benefits,
e) ID-4E, Notice of RUIA Claim Determinations
f) BA-3, Annual Report of Creditable Compensation
g) BA-11, Report of Gross Earnings
Thinking about your experience with these forms, please rate the following on a scale from 1 to 10 where 1 means
“Poor” and 10 means “Excellent”:
Ease of understanding the instructions on the forms
Accuracy of the instructions
Ease of using the online form
Helpfulness of the ERSNet System in fulfilling your reporting obligations
Do you think the ERSNet System is providing the services you need?
Yes
No
All suggestions are valuable, please describe any suggestions you have for changes or improvements to the
Employer Reporting System (ERSNet System). (open-end)
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Quality Reporting Services Contact
Have you contacted the Quality Reporting Service Center via phone in the last year?
Yes
No (skip to next section)
Consider the most recent contact you have had with the Quality Reporting Service Center. On a
scale from 1 to 10 where 1 means “Poor” and 10 means “Excellent,” please rate the following:
The ease of contacting the Quality Reporting Service Center
The courtesy of its personnel
The professionalism of its personnel
The responsiveness of its personnel
The clarity of the information provided to you
The accuracy of the information provided to you
Did you receive the business information you needed?
Q34A.
Yes (go to Q35)
No (go to Q34A)
Please explain why you feel you did not receive the business information you need. (open-end)
Quality Reporting Services Training
Have you received any training from the Quality Reporting Service Center?
Yes
No (skip to next section)
Please select the month and year of the training. (Month 1-12 and year (2000 – 2014) drop down included)
On a scale from 1 to 10 where 1 means “Not at all” and 10 means “Very Much,” please rate the extent to which
the training helped you to better assist your employees regarding their benefits.
Did you receive the business information you needed?
Yes (go to Q39)
No (go to Q38A)
Q38A. Please explain why you feel you did not receive the business information you need. (open-end)
Please describe any suggestions you have for training topics. (open-end)
ACSI Benchmark Questions
On a scale from 1 to 10 where 1 means “Not at All Satisfied” and 10 means “Extremely Satisfied,” how satisfied
are you with services provided by the Railroad Retirement Board?
Using a 10-point scale on which 1 now means “Does Not Meet Expectations” and 10 means “Exceeds
Expectations,” to what extent have the services provided by the Railroad Retirement Board fallen short of
or exceeded your expectations?
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Forget for a moment your experiences with the Railroad Retirement Board. Now, imagine an ideal organization that
provides assistance to Rail Employers regarding benefits to rail employees. How well do you think the
Railroad Retirement Board compares with that ideal organization? Please use a 10-point scale on which 1
means “Very Far from Ideal” and 10 means “Very Close to Ideal.”
Outcome Measures (Do not read)
Using a 10-point scale on which 1 means “Not At All Confident” and 10 means “Very Confident,” how
confident are you that the Railroad Retirement Board will do a good job in providing assistance to you in
the future?
Please describe any suggestions you have for changes or improvements to Reporting Forms. (open-end)
Is there any additional information that you would like to provide the Railroad Retirement Board to help them better
assist you in the future. Please describe. (open-end)
Thank you for your time. The Railroad Retirement Board appreciates your views and will use them to better serve
its customers. Have a nice day!
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APPENDIX B: Non-modeled Questions
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Aggregate: Non-Modeled Response Data
Response Count
Percent
Frequency
CSI
Survey Type
Phone
E-Mail
Number of Respondents
46%
54%
138
162
300
80
75
Experience with more than one railroad
Yes
No
Number of Respondents
23%
77%
70
230
300
74
79
Number of employees
0 - 20
21 - 50
51 - 100
101 - 1,000
1,001 - 10,000
10,001+
Number of Respondents
38%
11%
15%
18%
9%
9%
115
33
45
53
27
27
300
79
72
81
78
79
71
Department
Human Resources
Labor Relations
Payroll
Taxation
Other
Number of Respondents
17%
2%
34%
4%
43%
51
7
101
13
128
300
80
66
77
83
77
Years in current position
0-2
3-5
6-10
More than 10
Number of Respondents
17%
18%
16%
49%
52
53
48
147
300
77
73
76
80
Contacted RRB Field Office in last 3 months
Yes
No
Number of Respondents
44%
56%
132
168
300
78
77
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How contacted RRB Field Office
National Toll Free number
Direct Field Office number
Number of Respondents
43%
57%
57
75
132
80
77
Received information you needed - RRB Field Office
Yes
No
Number of Respondents
95%
5%
125
7
132
80
43
Accessed RRB.gov for business purposes in last 3 months
Yes
No
Number of Respondents
75%
25%
226
74
300
77
78
Accessed any of these on website~
Forms
Employer Reporting Information
Agency Reports
Press releases
None of the above
Number of Respondents
74%
75%
15%
23%
7%
168
170
35
52
15
226
79
77
75
76
76
Accessed any of these on website - Others~
Program Letters
Training Videos
Employer Reporting Instructions
Other
Number of Respondents
41%
4%
64%
24%
86
8
136
51
211
81
79
77
77
Found information needed - RRB.gov
Yes
No
Number of Respondents
98%
2%
207
4
211
78
32
Accessed on-line ERSNet system since Jan 1
Yes
No
Number of Respondents
65%
35%
196
104
300
78
76
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ERSNet Reporting Forms Used~
BA-4, Report of Creditable Compensation Adjustments
BA-6a. BA-6 Address Report
GL-129/129a, Request for Verification of Service &
Compensation, and reply
ID-4K, Prepayment Notice of Employee´s Application and Claims
for Benefits
ID-4E, Notice of RUIA Claim Determinations
BA-3, Annual Report of Creditable Compensation
BA-11, Report of Gross Earnings
Number of Respondents
42%
44%
82
87
79
79
10%
19
82
23%
20%
80%
70%
46
39
157
138
196
78
79
79
79
ERSNet System provides services you need
Yes
No
Number of Respondents
96%
4%
188
8
196
79
52
Contacted Quality Reporting Service Center via phone
Yes
No
Number of Respondents
30%
70%
89
211
300
76
78
94%
6%
84
5
89
78
57
10%
90%
31
269
300
80
77
100%
0%
31
0
31
80
--
Received business information needed - Quality Reporting
Services Contact
Yes
No
Number of Respondents
Received training from Quality Reporting Service Center
Received training
Did not receive training
Number of Respondents
Received business information needed - Quality Reporting
Services Training
Yes
No
Number of Respondents
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
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2015 Customer Survey Results
APPENDIX C: Score Tables
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2015 Customer Survey Results
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CFI Group
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2015 Customer Survey Results
Aggregate: Scores and Impacts
Sample Size
RRB Field Office
Ease of contacting RRB
Courtesy of personnel
Professionalism of the personnel
Responsiveness of personnel
Clarity of information provided
Accuracy of information provided
RRB.gov website
Clarity of information from RRB.gov
ERSNet System Reporting Forms
Ease of understanding forms instructions
Accuracy of instructions
Ease of using the online form
Helpfulness of the ERSNet System
Quality Reporting Service Center
Ease of contacting Quality Reporting Service Center
Courtesy of its personnel
Professionalism of personnel
Responsiveness of its personnel
Clarity of information
Accuracy of information provided to you
Training
Training helped assist employees regarding benefits
Customer Satisfaction Index
Overall Satisfaction
Meets Expectations
Ideal Organization
Confidence
Confident RRB will do a good job in future
April-May 2015
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Scores
300
88
79
91
92
89
87
89
79
79
79
78
81
78
81
85
77
89
90
86
85
88
87
87
77
82
75
74
84
84
Aggregate
Impact
1.7
------1.0
-1.7
----0.8
------N/A
-N/A
---4.3
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CFI Group
Employers Segment
2015 Customer Survey Results
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2015 Customer Survey Results
APPENDIX D: Verbatim Comments
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CFI Group
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2015 Customer Survey Results
Q3. What department do you work in (Other)?
Administration
Management
Vice President
Finance
President
Main office
General administration
Corporate Accounting
Owner
Bookeeping
Office Administrator
Management
General Manager of Operations
Office Manager
Accounting
Office
General manager.
Department of Transportation Manager, they actually fall under us.
Accounting
Mechanical
Management
Accounting
Operations
CFO
Operations
April-May
2015
General Manager
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CFI Group
Employers Segment
2015 Customer Survey Results
Q3. What department do you work in (Other)?
Office manager
Management Office
Employee Benefits
Administration
President
Treasurer/Controller
President
Manager of the Railroad
Office Manager
Management under the law division.
President
Treasurer
President
Owner
Transportation
General Manager
Owner
Accounting
Executive department
General Manger, executive.
General Manager
Accounting
Accounting
Office Manager
April-May 2015
Senior Official
Legal department
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CFI Group
Employers Segment
2015 Customer Survey Results
Q13A. Please explain why you feel you did not receive the business information you need.
I had a dispute on an unemployment decision and I was not able get the information on the decision
that was made by the RRB in time for it to be relevant. I don't agree with the decision that they made
to allow some former employees to collect unemployment benefits.
I haven't seen the billing information that they are redoing because yet again they are billing us the
wrong amount.
My company is in a very unique set of circumstances, so not it's not always an easy answer to a
question.
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CFI Group
Employers Segment
2015 Customer Survey Results
Q16. Did you also access any of the following (Other)?
None.
None
None
None
None
None
None.
None
None
The employee benefit.
Employee retirement benefit information.
None
None.
None.
None
Q17A.
None Please explain why you feel you did not receive the business information needed?
INone.
was looking for the status of a petition of an entity of mine to become a covered employer. I found
nothing online. Or anywhere else.
None.
None.
Filings
Didn't request any
None
None
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q26. All suggestions are valuable, please describe any suggestions you have for changes or
improvements to the Employer Reporting System (ERSNet System)
I think it's the 4E, we need to have the payroll ID numbers on there. It makes it difficult to maneuver
those in a timely fashion.
I got nothing.
I don't have any
None at this time.
None.
None
I sent in all the paperwork for my password last October and I'm still waiting on it. That's the only
problem. Every time I call someone I just get a message.
It should be more user friendly. More streamlined.
I can't think of any
That you could print more things. I have a problem when I click on a form, it keeps them up as new
items and I can't get them to stop showing up as new items. I also have problems with downloading
the 4E, when I download it, it is not very beneficial at all.
I cannot think of anything at this time.
I would have to look into it deeper.
Nothing at this time.
I do not have any
None
I don’t have any at this time.
I can't think of any at this time.
I had a problem with login information and I had to call three different people. There were no clear
instructions on how to get my login information.
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q26. All suggestions are valuable, please describe any suggestions you have for changes or
improvements to the Employer Reporting System (ERSNet System)
My biggest thing is that navigating needs to be more clear. I felt like guessing on most of it. I
remember being frustrated with it because I wasn't sure if I was doing it right. Making it clear on how
to get the form to come up and submit it; the buttons weren't very clear.
Easier help menus.
None
I have none.
None
It would be helpful if we could access more than one legal entity at a time. We have 85 railroads and it
gets a little difficult to have so many logins.
I think it is a very good system.
I can't think of any, they were good last time I used it.
Provide a number as well for when you have to notify for sick or unemployed. That would make it
easier to go back to a person's file, instead of having to search through old files. When you approve
the employees, it implies that you need to then delete the file, but you really should not. It is very
confusing. When I go to the forms, I view them and then print them out. But it still says I have to view
them.
They have been pretty good to me.
If they went into a little more detail for the RUI-2 would be helpful. Also the reporting on the W2, how
Tier 1 should be in box x and Tier 2 should be on box 18 or where it should go.
Nothing at this time.
When they set up my account I wasn't given the ability to approve and submit data and it took a long
time to get that approval.
I have only used it twice. I reported the old paper way for 25 years. I have only been useing it for a
couple of years. The anxiety was just trying to remember what I did the last year. But this last year I
didn't have any problems.
The only thing that I would say would be the BC-1 I don't see that that's online yet. So I always have to
print out the report and type it in.
Nothing that I can think of.
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q26. All suggestions are valuable, please describe any suggestions you have for changes or
improvements to the Employer Reporting System (ERSNet System)
There's an addition to the BA-3 where you are reporting the wages and unemployment return, the DC1, the quarterly unemployment report, if there was a way to load the service months. There ought to
be a way to compare it to tell you if it’s in agreement or in balance because normally they tell you
after the fact. When you report the annual summary that it should tell you if you are out of balance
from what you reported in the quarterly ones.
I have none.
None at this time.
I don't know of anything right off
I don't have any
I don't have any suggestions now. They have always been there for me every time I contact them.
None, because we are so small they are working for us.
I had some trouble logging on. The folks I called were helpful so that is the only thing I've had a
problem with.
It would be nice if all the forms were on there.
Have clearer instructions. It was hard to find the instructions and follow them. Once they are online
it's great that they are online but actually knowing what I was doing the first time was really difficult.
The forms could be more user friendly. In one you have to go back and forth to be able to put in the
information. The data input for the forms could be improved.
I don't have any
I am too new to help you at this time. Call me again in 4 or 5 years.
I don't have any at this time.
I don't have anything at this time
Honestly it would be hard at this time because I worked on that three months ago. At the time you are
doing it sometimes you do see things that can be improved but then you forget about it when you are
done.
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q26. All suggestions are valuable, please describe any suggestions you have for changes or
improvements to the Employer Reporting System (ERSNet System)
I have just found out that somehow when you are typing into the BA-3 it can add letters to names so it
somehow adds capital letters to the end of the names. I did it to mine so it's hard to make a
correction. Even if you delete it and put it back in it keeps trying to pull up the wrong spelling.
I wish they would put all the forms on the ERSNet system. We still can't do some of our forms on the
ERSNet System.
None.
It needs better instructions. When you have an error, you need it to zero in on where the errors are
better. Once I know where they are, it is easy to correct them. Resetting your password is painful.
They need to take out the "need to contact them" requirement. They never answer their phones 90%
of the time, so needing to contact them to reset the password is useless. Security questions would be
a better way to go. I like that you are doing this survey to find out ways to improve, which is definitely
going in the right direction.
Having an online chat feature.
I am satisfied with it as it is.
Everything has got pretty quick and getting into the future.
If you go and look at something there is some confusion if the data you submitted was actually
submitted or if you were working on finalizing it and have it sitting in the bank.
None that I can think of
None.
We are a smaller company and we have to have mag big and we do not have that, to be able to report
things. We are not big enough to be able to have that here at our company. It would be great to be
able to upload a format in Xcel would be great for us. I know that you can create a format. We spent
two days trying to do that! So it would be nice to have the railroad put that together for us. The report
that I find the most difficult is the BA-9. It is the most confusing on what numbers I am supposed to be
reporting. It should be reported quarterly and it doesn't come up til the end of the year. It is in paper
form. You don't have a form that you can type into. It is all on paper. It would be nicer to be able to do
it on line.
None.
None.
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q26. All suggestions are valuable, please describe any suggestions you have for changes or
improvements to the Employer Reporting System (ERSNet System)
Most railroads especially small ones, like short lines sometimes need something very simple and easy
to do. Sometimes they don't need all the paperwork like bigger railroads because they don't have
dedicated staff that do that all day long. I would suggest they consolidate some forms and make it a
little less wordy.
None at this time.
When I put in the service month, if you click on automatic 12, then go back and undo 2 of them to 0, it
is still there and when you go back to print it, it defaults back to all 12. If they could fix that and make
it be easier it would be wonderful.
None.
They have problems for large files. Something needs to be done to make it more easily and quickly
accessible. To be able to submit a large number for files more quickly. Being able to add access to
forms would be nice. I'm still doing the BA-11 on paper because I'm not able to access it online.
None.
I don't have any suggestions.
I think it is quite good.
I don't have any right now.
I don't have any. Everything has been good so far.
It seems like I had to go back to my paper forms to figure out how to fill it out. The instructions on line
did not seem to do the job for me.
I don't have any suggestions.
I would like to be able to go back and look at previous years' reports.
It would great if there was some way, that you make corrections easier. We had one person who was
the one that put all the data in for all 180 people. Later we found out a calculation error, and she had
to go back 180 times just to make one correction.
Just email notifications or updates. Keep us up to date.
None.
None
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q26. All suggestions are valuable, please describe any suggestions you have for changes or
improvements to the Employer Reporting System (ERSNet System)
I can't think of anything right now.
I don't have anything.
I don't have any.
The website needs to be user friendly and hard to go through. Then when you are submitting you
don't get a confirmation that you have.
None.
It would be nice to know which office within in the field office is the right one to contact about filing
the forms and being in compliance. I got transferred around quite a lot before I got the right person.
None
None.
I was having a little bit of trouble with the forms for the people that are in disability. We were trying to
pull up those reports and I was having trouble with some of those in ERSNet. I think it was that I
couldn't pull it up or I was getting an email saying that I had a report to access but when I tried to pull
them up there were zero forms even though I had received an email. I couldn’t find the report to pull
it up.
I don't have any.
It should be more user friendly. It is especially difficult for someone using it for the first time. I had to
write out instructions (after I figured it out myself) so others in my company could use it easier.
None at this time
None.
None at this time
Nothing at this time.
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q34A. Please explain why you feel you did not receive the business information you need.
I have not been able to get a hold of them. I've just been leaving messages and they haven't gotten
back to me. The last time I called was in February because then I got too busy and couldn't follow up
again.
They never answered their phone. I have been working in this position for over 20 years, and over that
whole time I have found that they don't answer their phones about 90% of the time.
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q38A. Please explain why you feel you did not receive the business information you need.
*No Responses
Q39. Please describe any suggestions you have for training topics.
They are pretty good at covering the basis. Sometimes just a little clarity is needed but as far as topics
they are doing good on that.
I don't have any suggestions.
None
I wish honestly I wish that all the agencies and vendors and customers were as easy to deal with as the
people in Chicago. Very helpful, someone answers the phone. Quick response to email.
I don't have any.
I have none
None.
None
I can't think of anything right now.
We're a new railroad so they need an RRB for dummies basically. The training videos should be more
current than from 2007 and 2008. It's not user friendly there is a lot of information and as a new
railroad it's kind of hard to figure out what is going on sometimes.
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q44. Please describe any suggestions you have for changes or improvements to Reporting
Forms.
The only thing I wish is that I could go back and look at past history for claims that have been
processed. More so the 4E and 4K.
I don't work with any forms.
I really can't think of anything at this time.
No change no improvements.
Nothing specific. We are going to try to automate submitting the forms this year.
That would require me to go over each of the forms individually. I can't think of anything right of the
top of my head.
Have fillable forms available online.
I have not used any of them yet.
I can't think of anything at this time.
They are pretty good and fairly easy to navigate.
More ease on the help menus.
The girl that does that for us hasn't complained about them lately so I wouldn't have any suggestions.
We are such a small company so they are fairly easy to follow.
Surveys are always a good idea for gathering feedback.
I don't know. They are pretty easy to use. Having filled out the forms for so many years. They are not
terribly intuitive. So this would be a better question for a newbie I think.
I can't think of any right now.
I can't think of anything off hand as far as any changes.
I don't have a problem with those
Everything has been fairly clear.
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q44. Please describe any suggestions you have for changes or improvements to Reporting
Forms.
We are ok with them as is.
I would not know that right now.
If they had an online form that I could complete or an online database I could retrieve my data from.
Right now I have to fax it so if I fax it to them and then they fax me back it can take a couple of weeks.
Easier to access online.
I am not in a position to answer that. I have another person to the forms.
The software is very different than everything else I deal with but I found it easy to do once I learned
the steps.
Add more forms, the quarterlies and annuals to the ERSNet system.
I am not able to do that.
Having all the forms online would help. I think that some forms are not online at this time.
The forms are done online and they are pretty upfront. Everything is pretty simple and everything fine.
The forms themselves are ok but clarifying the submitting process would be good.
I think the web site itself, it needs to be cleaned. Just finding information is difficult. Just reading
through some of the information, it is from 2007. Some of the phone numbers are invalid. They are
not accurate.
Consolidate them for smaller railroads and make them less wordy. Bigger railroads may have to fill
everything out but smaller ones like us with only two employees may not need to fill out everything.
Maybe make it like tiers or something.
Nothing than I already mentioned.
I don't really have any complaints from the accounting staff so I don't have any suggestions.
They meet our needs.
I only use the one form and it is fine.
Possibly all the updates that are made the year before are available the following year. I didn't see that
when I came into this position, and I think it may have been helpful.
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q44. Please describe any suggestions you have for changes or improvements to Reporting
Forms.
I would suggest them not to have Social Security Numbers on any of their documents.
Just the ease of use of the website, the forms themselves are self-explanatory .The navigation part is
difficult and sometimes they make changes and don't tell you that you have to go to a new place to
get those forms.
They are not the problem, the forms can stay the way they are.
I don't really have any suggestions.
I don't know if you already have the capability, but it seems that, for larger companies, it would be
nice to be able to upload information for several employees all at once, instead of having to fill in
information one cell at a time.
I don't know anything off the top of my head.
Not at this time I'm still too new to know if anything needs improvement.
Get rid of the g 44.
I am happy
I can't think of anything with that. I don't deal with the forms much.
*Irrelevant comments removed (ie. ‘nothing’ , ‘I don’t know’, etc.)
April-May 2015
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CFI Group
Employers Segment
2015 Customer Survey Results
Q45. Is there any additional information that you would like to provide the Railroad
Retirement Board to help them better assist you in the future? Please describe.
They are pretty good so I don't have any suggestions.
The only thing I would say personally as a railroad employee is to get the passwords to get to the
personal information. On the company side they are great and I don't have any complaints.
I'm not really sure of anything right now.
I don't have anything at this time.
I would have to look into it deeper before I could make any suggestions.
When we notify that an employee is sick, we have to go through a long process of filling out forms and
mailing them. It is an antiquated way to do things. We should be able to do it online, or at least by fax.
I think the one problem I did have was that we didn't understand each other and I got that corrected
and it was partly my fault so far you've done a good job.
Keep on automating. Maybe a better upload system like from a spreadsheet so I can upload the
contribution data from a spreadsheet.
I think that it would be good if you could put in your parameters and get an estimate what your
benefits would be down the road. I think that that would be pretty cool.
More access in terms of location. There is only one in New England that I am aware of.
I can't think of anything. Right now I think you have everything pretty well covered.
The only thing I would say is response time or ability to take phone calls. A lot of messages or return
phone calls rather than being able to get a hold of people directly.
No. Now I am getting more familiar with the new system, everything seems to be going quite well. It
was a little hard for me at first.
Have more web based things. More web based things would be welcomed.
The good thing is being able to go online and you also have your number to be able to get in touch
with the offices to get responses.
No, nothing that I can come up with at this time.
*Irrelevant comments removed (ie. ‘nothing’ , ‘I don’t know’, etc.)
April-May 2015
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CFI Group
| File Type | application/pdf |
| File Modified | 2016-05-26 |
| File Created | 2015-07-02 |