Mark-Up for 2017 CSS

UNITED SATATES OFFICE OF PERSONNEL MANAGEMENT
Washington, DC 20415
Retirement Services

A Message from the Associate Director of Retirement Services

Dear Friend:
The U.S. Office of Personnel Management serves over 2.7 million federal annuitants and survivor annuitants.
We work to provide our customers with high quality retirement benefit services. These benefits were earned
through service to your country. OPM strives to provide services that match the commitment you made to
public service.
This survey collects feedback on satisfaction with our retirement program products and services. We are asking
federal annuitants and survivor annuitants to participate in this survey who on or after October 1, 2016;
1) contacted OPM Retirement Services for customer service regarding their retirement account, or
2) applied for and began receiving retirement annuity benefits from OPM Retirement Services.
Your participation is voluntary; any information you provide will be kept confidential. This information
will help us determine service areas that need improvement.
We will report the survey results to the President, Congress, and our own staff so they can assess how we are
meeting our goals and carrying out our mission: Recruiting, Retaining, and Honoring a World-Class Workforce
to Serve the American People. One way we do this is by maintaining a world-class benefits program. Your
participation in this survey will help us build the workforce and achieve our mission. This means you continue
to serve your country, and for that, we thank you.
Sincerely,

Kenneth Zawodny
Associate Director
Retirement Services
To take the survey, click on: %URL%

Recruit, Retain and Honor a World-Class Workforce to Serve the American People
www.servicesonline.opm.gov

www.opm.gov.retirement-services

U.S. Office of Personnel Management
Retirement Services
FY 2017 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, 2016). This includes Long-Time Retirees (retired
before October 1, 2016) who contacted us for service regarding their retirement accounts, and New Retirees
(retired on or after October 1, 2016) who initially applied for retirement benefits or contacted us for service
regarding their new accounts.

Instructions
Please read the instructions carefully. 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 need to stop doing the
survey but plan to complete it later, click on Save. You can continue the survey by clicking on your original
link. It will take you to the beginning of the survey, and you can page your way back to the point at which you
left off. When you have completed the survey, click on the Submit button on the last page.
Please complete the questionnaire within 14 days of receiving email notice.

Questions
If you have questions about this survey, we will be happy to help you. Please 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/retirement-services.

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Frequently asked questions about the Customer
Satisfaction Survey
What is the cost of doing the survey?
Costs are about $4,000. This is mostly a one-person task, with a GS-13 program analyst devoting about five
percent of annual staff hours to producing the survey and analyzing the results.

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 Services Publications Team (3206-0236), Washington, DC
20415-0001. 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.

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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, 2016.

4.

 A.
 B.
 C.
 D.
 E.

Long-Time and New Retirees
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,
2016, please answer the following questions regarding
how well OPM Retirement Services served you.
Contacting Retirement Services
1.

Did you have a transaction with Retirement
Services since October 1, 2016 (completed
the retirement claims process or contacted
us for service on your existing retirement
account)?

5.

Yes
No
2.

3.

Less than 5 years
5 to 10 years
Over 10 years

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree

Assistance from OPM Retirement Services
is provided at a time that is convenient to
me (Monday - Friday, 7:40 a.m. to 5:00 p.m.
Eastern Standard Time).

 A.
 B.
 C.
 D.
 E.
 F.

How long have you been a customer of
OPM Retirement Services (number
of years)?

 A.
 B.
 C.

It is easy to do business with OPM
Retirement Services.

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

text deleted

Since October 1, 2016, how many times did
you contact OPM Retirement Services
(telephone, letter, Internet, etc.)?

 A.
 B.
 C.
 D.
 E.

Once
Twice
Three times
Four or more times
Not at all

1

Please continue



6.

What difficulties, if any, have you
experienced in trying to find someone
in OPM Retirement Services to assist you?
(Mark ALL that apply)

 A.
 B.
 C.
 D.
 E.
 F.
 G.
 H.
 I.
 J.
 K.

8.

 A.
 B.
 C.
 D.

No difficulties
Telephone rang without answer or
stayed busy
Phone messages not returned
Phone calls transferred multiple times

9.

Left on hold for a long time on
the phone
Automated phone service difficult
to use
E-mail was not answered
Letters not answered in a timely
manner
Letters not answered
I have not tried to find someone

10.

_______________________________

11.

_______________________________
How do you usually request OPM
Retirement Services information, services,
or products? (Mark only ONE response)

12.

Internet
Postal mail

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

Yes
No

To learn about retirement related services,
have you accessed OPM’s Web site
www.opm.gov/retirement-services since
October 1, 2016?

 A.
 B.

 A. Telephone
 B. E-mail
 C. Internet
 D. Postal Mail
 E. Services Online

E-mail

Do you use the Internet?

 A.
 B.

Other (specify):

Telephone

OPM’s automated phone system
(1-888-767-6738) is easy to use.

 A.
 B.
 C.
 D.
 E.
 F.

_______________________________

7.

How do you prefer to receive OPM
Retirement Services information, services,
or products? text deleted

Yes
No

Have you accessed OPM’s web site
www.servicesonline.opm.gov to make an
on-line customer service transaction since
October 1, 2016?

 A.
 B.

Yes
No

two questions deleted
2

13.

If you read the OPM Retirement Services
blog (Retirement Info Center)
(www.opm.gov/Blogs/Retire/index.aspx)
since October 1, 2016, was the information
useful?

 A.
 B.
 C.
 D.
14.

Yes

No
Did not read

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

Yes

Overall Satisfaction

Not sure

17.

OPM Retirement Services personnel
are courteous.

 A.
 B.
 C.
 D.
 E.
 F.

No
Did not view

The communications materials I received
from OPM Retirement Services were clear
and understandable (e.g., letters, written
information).

 A.
 B.
 C.
 D.
 E.
 F.

I am satisfied with the appearance of
manuals, brochures, reports, and other
communications materials (e.g., OPM
Retirement Services Website, account
statements) prepared by OPM
Retirement Services.

 A.
 B.
 C.
 D.
 E.
 F.

Not sure

If you viewed OPM Retirement
Services Informational videos at
www.opm.gov/retirement-services since
October 1, 2016, was the information
useful?

 A.
 B.
 C.
 D.
15.

16.

Strongly Agree
Agree
18.

Neither Agree/Disagree

Strongly Disagree
No Basis to Judge

3

Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

OPM Retirement Services personnel
are knowledgeable.

 A.
 B.
 C.
 D.
 E.
 F.

Disagree

Strongly Agree

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

Please continue



19.

OPM Retirement Services personnel are
able to clearly explain their products and
services.

 A.
 B.
 C.
 D.
 E.
 F.
20.

22.

 A.
 B.
 C.
 D.
 E.
 F.

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

OPM Retirement Services provided timely
responses to the inquiries I sent on or after
October 1, 2016.

 A.
 B.
 C.
 D.
 E.
 F.

23.

Agree
Neither Agree/Disagree
Disagree
Strongly Disagree

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

OPM Retirement Services personnel
provide services when promised.

 A.
 B.
 C.
 D.
 E.
 F.

Strongly Agree

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

No Basis to Judge
24.

21.

After you retired, OPM Retirement Services
personnel kept accurate records of your
retirement account.

OPM Retirement Services personnel give
me accurate information.

Problems and complaints are resolved
quickly by OPM Retirement Services
personnel.

 A.
 B.
 C.
 D.
 E.
 F.

 A.
 B.
 C.
 D.
 E.
 F.

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

4

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

25.

Since October 1, 2016, I experienced a
customer service problem with my annuity
account in the following areas: (Mark ALL
that apply).

 A.
 B.
 C.
 D.
 E.
 F.
 G.
 H.
 I.
 J.
 K.
 L.
 M.

26.

Initial application for retirement benefits
Initial application claim for
survivor benefits

If you applied for survivor annuitant
benefits on or after October 1, 2016, as the
result of the death of a Federal retiree, how
satisfied were you with the assistance you
received from OPM Retirement Services in
filing the paperwork needed to obtain
benefits?

 A.
 B.
 C.
 D.
 E.
 F.

Allotment
Cost of living increase
Federal tax withholding
State tax withholding
Change in health benefits plans
or options
27.

Change in life insurance options
Change in mailing address

Adjust annuity after change in
marital status
I have not experienced a problem
Other (specify):
_______________________________
_______________________________

Satisfied
Neither Dissatisfied/Satisfied
Dissatisfied
Very Dissatisfied
No Basis to Judge

Overall, how satisfied are you with the
services you received from OPM
Retirement Services since
October 1, 2016?

 A.
 B.
 C.
 D.
 E.

Direct deposit of annuity payment

Very Satisfied

Very Satisfied
Satisfied
Neither Dissatisfied/Satisfied
Dissatisfied
Very Dissatisfied

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, 2016) should continue
to answer the following questions.

_______________________________

5

Please continue



New Retirees Only - Please Continue
with the Survey
If you retired from Federal service on or after
October 1, 2016, 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, 2016)
should not answer these final questions.

30.

 A.
 B.
 C.
 D.
 E.

Please select whether you are a long-time or new
retiree.

 New Retiree
 Long-Time Retiree

31.

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?

 A.
 B.
 C.
29.

Yes
Not Sure

Satisfied
Neither Dissatisfied/Satisfied
Dissatisfied
Very Dissatisfied

Strongly Agree
Agree
Neither Agree/Disagree
Disagree
Strongly Disagree
No Basis to Judge

No

Satisfaction with Your Agency Actions

After your Interim Payments ended, was
your first regular retirement check
computed correctly?

 A.
 B.
 C.

Very Satisfied

OPM Retirement Services provided me with
useful information regarding my retirement.

 A.
 B.
 C.
 D.
 E.
 F.

Satisfaction with Retirement Services
28.

When you applied for retirement benefits,
how satisfied were you with how well OPM
Retirement Services handled all aspects of
your retirement claim?

32.

Were you offered retirement counseling?

 A.
 B.
 C.

Yes, it was correct
Not sure
No, it was not correct
33.

Not sure
No

Did you take retirement counseling?

 A.
 B.
 C.

6

Yes

Yes
Not sure
No

34.

At what point in your Federal career did
your agency offer counseling or training
about retirement planning? (Mark ALL
that apply)

 A.
 B.
 C.
 D.
 E.
 F.
 G.
 H.
35.

36.

 A.
 B.
 C.
 D.
 E.
 F.

New employee orientation
Mid-career
Annual training open to all employees
More than 3 years before retirement
1 to 3 years before retirement
Less than 1 year before retirement

37.

Agency did not provide retirement
counseling/training

 M.
 N.

I did not receive retirement counseling
Overview of retirement benefits
Amount of annuity
Survivor benefits
38.

Health insurance benefits
Life insurance benefits
Social Security benefits

Taxes
Long Term Care
Need for retirement savings
How to calculate savings needed
for retirement

Satisfied
Neither Satisfied/Dissatisfied
Dissatisfied
Very Dissatisfied
No Basis to Judge

Very Satisfied
Satisfied
Neither Satisfied/Dissatisfied
Dissatisfied
Very Dissatisfied
No Basis to Judge

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.)?

 A.
 B.
 C.
 D.
 E.
 F.

Thrift Savings Plan

Very Satisfied

How satisfied were you with how your
agency helped you take appropriate
actions (e.g., submitting retirement forms,
decisions on health/life insurance, etc.)?

 A.
 B.
 C.
 D.
 E.
 F.

Not sure

What did the counseling cover? (Mark ALL
that apply)

 A.
 B.
 C.
 D.
 E.
 F.
 G.
 H.
 I.
 J.
 K.
 L.

How satisfied were you that the information
from your agency was accurate?

Very Satisfied
Satisfied
Neither Satisfied/Dissatisfied
Dissatisfied
Very Dissatisfied
No Basis to Judge

Retirement life style
Setting retirement goals
7

Please continue



39.

How did your agency’s estimate of your
annuity compare to the annuity computed
by OPM?

 A.
 B.
 C.
 D.
40.

Estimate was close to or same
as OPM’s
Estimate was significantly different
from OPM’s
Did not receive estimate from my
agency
Not sure

Which of the following describes how you
planned your retirement? (Mark ALL that
apply)

 A.
 B.
 C.
 D.
 E.
 F.

Attended agency training
Used agency provided resources
Received individual counseling
Used outside sources
Did not plan for my retirement
Not sure

8