RI 10-72 2018 Customer Satisfaction Survey

U nited StateS O ffice Of PerSOnnel M anageMent

2018 Customer
Satisfaction Survey
Survey is conducted electronically

OPM.GOV

REVISED AUGUST 2018

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

SUBJECT: FY 2018 OPM Retirement Services Customer Satisfaction Survey

A Message from the Associate Director of OPM Retirement Services
Dear Friend:
The U.S. Office of Personnel Management (OPM) is responsible for administering the Civil Service Retirement
System and the Federal Employees Retirement System, serving over 2.6 million federal annuitants and survivor
annuitants who receive monthly annuity payments. In addition to adjudicating retirement cases, OPM serves you
by making address changes or tax status changes to accounts, sending out 1099-Rs, surveying certain customers
to ensure their continued eligibility to receive benefits, and doing many other customer service activities on your
behalf.
This survey collects feedback about how well we provide these services. We are asking federal annuitants and
survivor annuitants to participate in this survey who on or after October 1, 2017:
1) Contacted OPM Retirement Services for customer service regarding their retirement account, or
2) Applied for and began receiving retirement annuity benefits (or survivor benefits) from OPM Retirement
Services.
You may have participated in this survey last year; if you contacted us on or after October 1, 2017 you can also
participate in this survey. Your participation is voluntary; any information you provide will be kept confidential.
Our Strategic Goal for 2018-22 calls for us to improve retirement services by reducing the average time to answer
calls to 5 minutes or less and achieve an average case processing time of 60 days or less. The information you
provide will help us determine how we can best meet these goals as well as determine other retirement benefit
service areas that need improvement.
OPM will report the survey results to the President, Congress, and our staff to assess how well we meet our goals
and serve our customers. We look forward to continuing to serve you. Thank you for contributing your valuable
time to participate in this survey.
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 2018 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, 2017). This includes Long-Time Retirees (retired
before October 1, 2017) who contacted us for service regarding their retirement accounts, and New Retirees
(retired on or after October 1, 2017) 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, if so, select “No Basis to Judge”
response. For most of the questions, you will select only one response, but some questions noted as “Select
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 the 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.

i

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.

ii

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 204150001. The OMB Number, 3206-0236, is currently valid. OPM may not collect information, unless this number
is displayed.

Privacy Act Statement

Pursuant to Public Law 93-579, this Privacy Act Statement serves to inform you of why OPM is requesting
the information on this survey. Authority: OPM is authorized to collect the information requested on RI
10-72 pursuant to Title 5, U.S CFR, Sections 1002, 3301 and 3304, which discuss the principal purpose in
collecting this information. Purpose: 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 OPM.
Your responses will be used to improve these services. Routine Uses: 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. Consequences of Failure to Provide
Information: Your response to this survey is voluntary and there is no penalty for not responding. However,
maximum participation is encouraged so that the data will be complete and representative.

iii

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, 2017.

2.

r A. Less than 5 years
r B. 5 to 10 years
r C. Over 10 years

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,
2017, please answer the following questions regarding
how well OPM Retirement Services served you.

3.

Contacting Retirement Services

Since October 1, 2017, how many times did
you contact OPM Retirement Services
(telephone, letter, Internet, etc.)?

r A. Once
r B. Twice
r C. Three times
r D. Four or more times
r E. Not at all

1.
Did you have a transaction with Retirement

Services since October 1, 2017 (completed

the retirement claims process or contacted

us for service on your existing retirement
account)?

r
r

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

Yes
No
4.

It is easy to do business with OPM
Retirement Services.

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree

1

7.

5.
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).

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

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge
6.

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

8.

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

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

r A. Telephone
r B. E-mail
r C. Internet
r D. Postal mail

r A. No difficulties
r B. Telephone rang without answer or

stayed busy

r C. Phone messages not returned
r D. Phone calls transferred multiple times
r E. Left on hold for a long time on

the phone

r

F. Automated phone service difficult
to use

r G. E-mail was not answered
r H. Letters not answered in a timely

manner

r I. Letters not answered
r J. I have not tried to find someone
r K. Other (specify):
_______________________________
_______________________________
_______________________________
2

9.

11.

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

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge
10.

To learn about retirement related services,
have you accessed OPM’s Web site
www.opm.gov/retirement-services since
October 1, 2017?

r A. Yes
r B. No
12.

Have you accessed OPM’s web site
www.servicesonline.opm.gov to make an
on-line customer service transaction since
October 1, 2017?

r A. Yes
r B. No

Do you use the Internet?

r A. Yes
r B. No

3

13.

15. The communications materials I received

from OPM Retirement Services were clear

and understandable (e.g., letters, written
information).

If you read the OPM Retirement Services
blog (Retirement Info Center)
(www.opm.gov/Blogs/Retire/index.aspx)
since October 1, 2017, was the information
useful?

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge

r A. Yes
r B. Not sure
r C. No
r D. Did not read
14. If you viewed OPM Retirement

Services Informational videos at

www.opm.gov/retirement-services since

October 1, 2017, was the information
useful?

16. 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.

r A. Yes
r B. Not sure
r C. No
r D. Did not view

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge

4

Overall Satisfaction
17.

19.

OPM Retirement Services personnel
are courteous.

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge
18.

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

20.

OPM Retirement Services personnel
are knowledgeable.

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge

OPM Retirement Services provided timely
responses to the inquiries I sent on or after
October 1, 2017.

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge

5

21.

OPM Retirement Services personnel give
me accurate information.

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge
22.

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

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge
23.

OPM Retirement Services personnel
provide services when promised.

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge

24.

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

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge
25.

Since October 1, 2017, I experienced a
customer service problem with my annuity
account in the following areas: (Select ALL
that apply).

r A. Initial application for retirement benefits
r B. Initial application claim for

survivor benefits

r C. Allotment
r D. Cost of living increase
r E. Federal tax withholding
r F. State tax withholding
r G. Change in health benefits plans

or options

r H. Change in life insurance options
r I. Change in mailing address
r J. Direct deposit of annuity payment
r K. Adjust annuity after change in

marital status

r L. I have not experienced a problem
r M. Other (specify):
_______________________________
_______________________________
6 _______________________________

26.

27.

If you applied for survivor annuitant
benefits on or after October 1, 2017, 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?

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, 2017) should continue
to answer the following questions.

r A. Very Satisfied
r B. Satisfied
r C. Neither Dissatisfied/Satisfied
r D. Dissatisfied
r E. Very Dissatisfied
r F. No Basis to Judge

New Retirees Only - Please Continue
with the Survey
If you retired from Federal service on or after
October 1, 2017, 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, 2017)
should not answer these final questions.
Please select whether you are a long-time or new
retiree.

r New Retiree
r Long-Time Retiree

Overall, how satisfied are you with the
services you received from OPM
Retirement Services since
October 1, 2017?

r A. Very Satisfied
r B. Satisfied
r C. Neither Dissatisfied/Satisfied
r D. Dissatisfied
r E. Very Dissatisfied

7

Satisfaction with Retirement Services
28.

30.

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?

r A. Very Satisfied
r B. Satisfied
r C. Neither Dissatisfied/Satisfied
r D. Dissatisfied
r E. Very Dissatisfied

r A. Yes
r B. Not Sure
r C. No
29.

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

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

31.

r A. Yes, it was correct
r B. Not sure
r C. No, it was not correct

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

r A. Strongly Agree
r B. Agree
r C. Neither Agree/Disagree
r D. Disagree
r E. Strongly Disagree
r F. No Basis to Judge

8

Satisfaction with Your Agency Actions
32.

34.

Were you offered retirement counseling by
your agency?

r A. Yes
r B. Not sure
r C. No
33.

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

r A. New employee orientation
r B. Mid-career
r C. Annual training open to all employees
r D. More than 3 years before retirement
r E. 1 to 3 years before retirement
r F. Less than 1 year before retirement
r G. Agency did not provide retirement

Did you take retirement counseling offered
by your agency?

r A. Yes
r B. Not sure
r C. No

counseling/training

r H. Not sure
35.

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

r A. I did not receive retirement counseling
r B. Overview of retirement benefits
r C. Amount of annuity
r D. Survivor benefits
r E. Health insurance benefits
r F. Life insurance benefits
r G. Social Security benefits
r H. Thrift Savings Plan
r I. Taxes
r J. Long Term Care
r K. Need for retirement savings
r L. How to calculate savings needed

for retirement

r M. Retirement life style
r N. Setting retirement goals
9

36.

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

r A. Very Satisfied
r B. Satisfied
r C. Neither Satisfied/Dissatisfied
r D. Dissatisfied
r E. Very Dissatisfied
r F. No Basis to Judge
37.

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

39.

r

A. Estimate was close to or same
as OPM’s

r

B. Estimate was significantly different
from OPM’s

r

C. Did not receive estimate from my
agency

r D. Not sure
40. Which of the following describes how you

planned your retirement? (Select ALL that
apply)

r A. Attended agency training
r B. Used agency provided resources
r C. Received individual counseling
r D. Used outside sources
r E. Did not plan for my retirement
r F. Not sure

r A. Very Satisfied
r B. Satisfied
r C. Neither Satisfied/Dissatisfied
r D. Dissatisfied
r E. Very Dissatisfied
r F. No Basis to Judge
38.

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

How satisfied were you with how your
agency helped you learn what to expect
after you retired (e.g., how long until
annuity payments begin, tax
withholding, etc.)?

r A. Very Satisfied
r B. Satisfied
r C. Neither Satisfied/Dissatisfied
r D. Dissatisfied
r E. Very Dissatisfied
r F. No Basis to Judge

10

U.S. Office of Personnel Management
Retirement Services
1900 E Street, NW, Washington, DC 20415

[email protected]

Form Approved
OMB Number: 3206-0236
RI 10-72
Revised August 2018
Previous editions are not usuable
RS-02579-08/2018
11