Social Security Statement Evaluation Survey

Quantitative Survey 7/16/19

Suggested Questions for 2020 Social Security Statement Survey
The Social Security Administration (SSA) is interested in what you know about Social Security,
how you use and prefer to receive the Social Security Statement, and how you feel about
proposed future online features to be added to the Statement.
1. Do you currently receive Social Security retirement benefits?
[SINGLE PUNCH]
a) Yes [PROCEED to Q1a]
b) No [SKIP to Q2]
2. Is anyone else in your household currently receiving any Social Security benefits?
[If Q1 = Yes, ask Q2 and PROCEED to Q3; If Q1 = No, ask Q2 and then SKIP toQ4]
[SINGLE PUNCH]
a) Yes
b) No
c) Don’t know
3. How satisfied are you with the information you have received from SSA about your
retirement benefits?
[SINGLE PUNCH]
a)
b)
c)
d)

Very satisfied
Somewhat satisfied
Somewhat dissatisfied
Very dissatisfied

[THEN SKIP to Q8]
4. Thinking about how you use the information provided in the Social Security Statement,
how would you prefer to view your Social Security Statement in the future?
[SINGLE PUNCH]
a) I prefer to view my Social Security Statement online within the my Social Security
account.
b) I prefer to download and print out my Social Security Statement from the my
Social Security account to view it in hard copy.

Page 1 of 19

Quantitative Survey 7/16/19

c) I prefer to receive the paper Social Security Statement that is mailed periodically
by the Social Security Administration.
d) I have no preference.
[Then SKIP to Q8]

5. Have you ever received information from Social Security about your future retirement
benefits?
[SINGLE PUNCH]
a) Yes [PROCEED to Q6]
b) No [SKIP to Q8]
6. Overall, how satisfied are you with the way that SSA communicates with you about your
future benefits?
[SINGLE PUNCH]
a)
b)
c)
d)

Very satisfied
Somewhat satisfied
Somewhat dissatisfied
Very dissatisfied

7. What is your main source of information about the benefits you expect to receive from
Social Security when you retire?
[SINGLE PUNCH]
a)
b)
c)
d)
e)
f)

Viewing the mailed Social Security paper Social Security Statement
Viewing the Social Security Statement online with the my Social Security account
Social Security’s website (www.socialsecurity.gov)
Social Security local office
From a Social Security publication
Other, please specify: ______________________________

[NEXT PAGE]
The next section will ask you a few questions about your understanding of Social Security
benefits.
8. How much do you know about the Social Security program and benefits?
[SINGLE PUNCH]
a) A lot
Page 2 of 19

Quantitative Survey 7/16/19

b) Some
c) A little
d) Nothing
9. How many years of work is the minimum that a person needs to be eligible for Social
Security retirement benefits?
[SINGLE PUNCH]
a)
b)
c)
d)
e)
f)

Does not need to have worked
5 years
10 years
20 years
35 years
Don’t know

10. Do all people who receive Social Security retirement benefits receive the same amount of
money?
[SINGLE PUNCH]
a) Yes, all people receive the same amount
b) No
c) Don’t know
11. Which of the following best describes how Social Security calculates your benefits?
[SINGLE PUNCH]
a) How long you work as well as your pay during the last five years that you are
employed
b) The average of the highest 35 years of your earnings
c) How much Social Security taxes you paid
d) Your income tax bracket when you claim benefits
e) Don’t know
12. What is the youngest age you can claim and collect FULL Social Security retirement
benefits?
[SINGLE PUNCH]
a)
b)
c)
d)
e)

Age 62
Age 65
Ages 66-67
Age 70
Don’t know

13. Please indicate if the following statements about the Social Security program are true or
false:

Page 3 of 19

Quantitative Survey 7/16/19

[DISPLAY TABLE BELOW, SINGLE PUNCH FOR EACH STATEMENT]
Statements

Response

1. Someone who has never worked for pay may
still be able to claim benefits if one’s spouse
qualifies for Social Security
2. Social Security provides benefits to the families
of workers who die
3. Social Security pays benefits to workers who
become disabled
4. Social Security is paid for by a tax placed on
both workers and employers
5. Social Security benefits go up automatically
with the rise in the cost of living
6. The Social Security credits you earn move with
you from job to job throughout your career

True

False

Don’t know

True

False

Don’t know

True

False

Don’t know

True

False

Don’t know

True

False

Don’t know

True

False

Don’t know

7. The amount of monthly Social Security
retirement benefits you receive depends on when
you start your benefits
8. Social Security benefits have to be claimed as
soon as someone retires from work
9. A person receiving retirement benefits at his or
her full retirement age can continue working and
receive full benefits
10. You should sign up for Medicare at age 65, even
if you do not plan to start your monthly
retirement benefits

True

False

Don’t know

True

False

Don’t know

True

False

Don’t know

True

False

Don’t know

[NEXT PAGE]
II. Paper/Online Statement Preferences
14. Are you familiar with the term Social Security Statement?
[SINGLE PUNCH]
a) Yes [PROCEED TO Q15]
b) No [SKIP TO Q16]
15. Have you ever looked at your Social Security Statement, either on paper or online?
[SINGLE PUNCH]
a) Yes, online [SKIP TO Q18]
Page 4 of 19

Quantitative Survey 7/16/19

b)
c)
d)
e)

Yes, on paper [SKIP TO Q18]
Yes, both on paper and online [SKIP TO Q18]
No [PROCEED to Q16]
Don’t know [PROCEED to Q16]

16. Have you ever received a Social Security Statement in the mail or accessed a Statement
online that had the following information?
[DISPLAY TABLE BELOW, SINGLE PUNCH FOR EACH STATEMENT]
[If ‘YES’ chosen for any of the statements below, proceed to Q17; IF Q14=No AND ALL
responses in Q16 are either ‘No’ OR ‘Don’t know’ SKIP to Q33, all else SKIP to Q19]
Statements

Response

a) Your estimated benefits if you claim Social Security
at age 62, full retirement age, or age 70

Yes

No

Don’t
Know

b) Your earnings record

Yes

No

c) Applying for benefits

Yes

No

d) Receiving benefits while you work

Yes

No

e) Information on financial planning

Yes

No

Don’t
Know
Don’t
Know
Don’t
Know
Don’t
Know

17. Based on your answers, we believe you have received a paper Social Security Statement or
accessed it online. Please indicate if the below statement looks familiar to you.
[SINGLE PUNCH]

Page 5 of 19

Quantitative Survey 7/16/19

a) Yes, this looks familiar [if YES, PROCEED to Q18]
b) No, this does not look familiar [SKIP TO Q19]
c) Don’t know [SKIP TO Q19]

18. What kind of information can you find on the Social Security Statement? Please select all that
apply.
[MULTI PUNCH]
a) How much you have paid in Social Security and Medicare taxes
b) How much you would get in retirement benefits when you reach your full retirement
age
Page 6 of 19

Quantitative Survey 7/16/19

c) How much you would get in disability benefits if you become disabled and unable to
work
d) How much your dependent family members would get in survivor benefits
e) Don’t know [SINGLE PUNCH]
19. How comfortable are you performing transactions related to Social Security online?
[SINGLE PUNCH]
a) Very comfortable
b) Somewhat comfortable
c) Somewhat uncomfortable
d) Very uncomfortable
[If Q15=a OR Q15=c, SKIP Q20 and proceed to Q21]
20. Are you aware that you can access your Social Security Statement online by setting up a my
Social Security account?
[SINGLE PUNCH]
a) Yes [PROCEED to Q21]
b) No [SKIP TO Q29]
21. How did you learn that you can get your Social Security Statement online? Please select all that
apply.
[MULTI PUNCH]
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)

Read about it in AARP magazine
Read about it in another magazine [Please specify: __________]
Heard about it on television
Read about it in the newspaper
Heard about it online
A friend or relative told me/ word of mouth
My accountant/financial advisor
From my Social Security Statement in the mail
Other, please specify: ______________________________
Not sure [SINGLE PUNCH]

22. Have you created an online my Social Security account for yourself?
[SINGLE PUNCH]
a) Yes [SKIP TO Q24]
b) No [PROCEED to Q23]
23. What are the reasons why you haven’t created an online my Social Security account? Please
select all that apply.
Page 7 of 19

Quantitative Survey 7/16/19

[then SKIP to Q25]
[MULTI PUNCH]
a)
b)
c)
d)
e)
f)
g)
h)

Do not like to provide or receive information online
Too burdensome to set up
Not very useful/no need right now
Tried but was not able to complete registration for technical reasons
Do not want to go through the two-step authentication process
Do not know enough about it
No particular reason [SINGLE PUNCH]
Other, please specify: ______________________________

24. What are the reasons you use your online my Social Security account? Please select all that
apply. (If Q1 = b, not receiving benefits)
[IF Q1=b, ASK 24, ELSE PROCEED TO Q24a]
[MULTI PUNCH]
a) Request a replacement Social Security card
b) Check the status of your application or appeal
c) Get your Social Security Statement
d) Get estimates of your future benefits
e) Verify your earnings
f) Verify your Social Security benefits
g) View the estimated Social Security and Medicare taxes you’ve paid
h) Set up or change your direct deposit
i) Change your address
j) Other, please specify: ______________________________
k) None of the above [SINGLE PUNCH]
)
24a. If you are receiving benefits from the Social Security Administration, what do you use my
Social Security account for? Please select all that apply.
[IF Q1=a, ASK Q24a]
[MULTI PUNCH]
a) Report your wages if you work and receive Social Security Disability Insurance
(SSDI)
b) Manage SSDI and/or Supplemental Security Income (SSI) benefits
c) Get your benefit verification letter
d) Check your benefit and payment information
e) Change your address and phone number
f) Start or change direct deposit of your benefit payment
Page 8 of 19

Quantitative Survey 7/16/19

g) Request a replacement Medicare card
h) Get a replacement SSA-1099 or SSA-1042S for tax season
i) I do not receive Social Security benefits [SINGLE PUNCH]
25. How did you learn that you could create an online my Social Security account? Please select
all that apply.
[If Q22=No, then after Q25, SKIP to Q29, all else proceed to Q26]
[MULTI PUNCH]
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)

Social Security Statement
Social Security’s website (www.socialsecurity.gov)
Social Security local office
Social Security public service announcement
From a Social Security webinar
From some other Social Security publication
From a Social Security presentation or meeting
Online ad/Public Service Announcement for Social Security
Social Media
Other, please specify: ______________________________

26. In the last five years, how often have you accessed your online my Social Security account?
[SINGLE PUNCH]
In the last five years, …
a)
b)
c)
d)

I have created a my Social Security account but never actually used it
Used once or twice
Used three to five times
Used more than five times

27. Has any of the following kept you from your my Social Security account? Please select all
that apply.
[DISPLAY TABLE BELOW, SINGLE PUNCH FOR EACH STATEMENT]
Statements

Response

a) Log-in process is too burdensome: I do not want to go
through the two-step authentication process.
b) Log-in process is too burdensome: My password expires too
frequently, and I have to keep resetting it each time I log in.

Yes

No

Yes

No

c) The reminder emails SSA send are not helpful.

Yes

No

Page 9 of 19

Quantitative Survey 7/16/19

d) I do not need to check the information that frequently.

Yes

No

e) There are no new features that I want to see.

Yes

No

f) No particular reason.

Yes

No

28. How satisfied are you with your online account?
[SINGLE PUNCH]
a)
b)
c)
d)

Very satisfied
Somewhat satisfied
Somewhat dissatisfied
Very dissatisfied

[NEXT PAGE]
Between 2000 and 2010, SSA mailed out paper Social Security Statements once a year to all
eligible workers. Below is a picture of a Social Security Statement mailed out to eligible
recipients. The Social Security Statement is also available online, and you can access it whenever
you like through your my Social Security account.

Page 10 of 19

Quantitative Survey 7/16/19

Both the online and paper Statements contain information on your benefit estimates and your
earnings record. The following questions ask about how you have viewed the Social Security
Statement in the past and how you prefer to view it in the future:
29. Think about the last time(s) you viewed your Social Security Statement. What was the
reason(s) for accessing your paper Statement OR viewing your Statement online? Please
select all that apply.
[MULTI PUNCH]
a)
b)
c)
d)

Verify your earnings (Check my Earnings Record)
Check your estimated future benefits
View the estimated Social Security and Medicare taxes you’ve paid
Understand how benefits are calculated
Page 11 of 19

Quantitative Survey 7/16/19

e)
f)
g)
h)

Get information about financial or retirement planning
Learn more about the Social Security program
Other, please specify: ______________________________
I have never accessed my paper Social Security Statement OR viewed my Social
Security Statement online [SKIP to Section 33] [SINGLE PUNCH]

30. Social Security sends everyone who signed up for a my Social Security account an email
every year, three months before their birthday, to remind them that they can view their
Statement online. Do you recall receiving an email from SSA that prompted you to
view/access your Social Security Statement?
[SINGLE PUNCH]
a) Yes
b) No
31. Recall the last time(s) you viewed your Social Security Statement. Did you:
[SINGLE PUNCH]
a) View the Statement online within the my Social Security account
b) Download and print out the Statement from the my Social Security account to
view it in hard copy
c) View the paper Statement that I had received from SSA by mail
d) Other, please specify: ______________________________
32. Did you do any of the following after viewing your Social Security Statement?
[DISPLAY TABLE BELOW, SINGLE PUNCH FOR EACH STATEMENT]

a)

b)
c)
d)
e)
f)
g)
h)

Social Security Statement: Actions Completed
Actions
Possible Responses
Filed my Social Security Statement
Yes
No
Don’t know
with my important documents (This can
be either as an electronic copy saved to
your computer or a printed copy that
you filed)
Increased my personal savings
Yes
No
Don’t know
Changed my financial plans for the
Yes
No
Don’t know
future
Contacted a financial planner
Yes
No
Don’t know
Called Social Security’s 800#
Yes
No
Don’t know
Visited a Social Security office
Yes
No
Don’t know
Went online at socialsecurity.gov
Yes
No
Don’t know
Reconsidered when to apply for
Yes
No
Don’t know
benefits
Page 12 of 19

Quantitative Survey 7/16/19

i) Planned for retirement
j) Other, please specify:

Yes

No

Don’t know

[NEW PAGE]
III. Features the Public Would Like to See in the Online Social Security Statement
SSA has tools on its website that you can use to find out how much your monthly retirement
benefit will be. The next few questions will ask you about your knowledge and use of these
tools.
33. Have you ever heard about the Retirement Estimator calculator on the Social Security
website?
[SINGLE PUNCH]
a) Yes
b) No [SKIP to Q36]
34. Have you ever used the Retirement Estimator calculator on the Social Security website?
[SINGLE PUNCH]
a) Yes [SKIP to Q35]
b) No [PROCEED to Q34a, then SKIP to Q36]
34a. Please explain why you have not used the Retirement Estimator calculator on the
Social Security website.
[SKIP to Q36]
[OPEN ENDED]
35. What were you using the Retirement Estimator calculator for? Please select all that apply.
[MULTI PUNCH]
a)
b)
c)
d)

To estimate the amount of my benefits at different claiming ages
To find out when I am eligible to start receiving benefits
To learn how benefits are calculated
Other, please specify: ______________________________

[NEW PAGE]

Page 13 of 19

Quantitative Survey 7/16/19

SSA is considering adding a number of new features to the my Social Security account. You will
be provided with some descriptions of these proposed features. Once you have finished reading
the description, please indicate how useful you think each new feature would be for your
retirement planning if it were incorporated into the online my Social Security account.
36. Interactive Graphs of Estimated Benefits: Displaying your Estimated Benefits in interactive
graphs and tables in your online my Social Security account. These interactive graphs and
tables would allow a side-by-side comparison of your benefit estimates based on different
assumptions about your future earnings.
Below are examples of the graphs and tables illustrating this feature:

Earnings Amount

Based on:

$0 Assuming No Future Earnings
$65,785 Last Reported Earnings
$75,000 Your Input

Benefit Estimate at:
62
Full
70
years retirement
years
old
Age
old
$752
$1,251
$1,389

$1,001
$1,723
$1,921

$1,240
$2,052
$2,257

How likely are you to use this proposed feature in planning for retirement?
[LIKERT SCALE]

Page 14 of 19

Quantitative Survey 7/16/19

1....................2......... ..........3........................4
Not Likely
Somewhat Likely
Fairly Likely
Extremely Likely

[NEW PAGE]
37. Estimated Benefits of Spouse: Providing side-by-side comparisons of Estimated Benefits for
both you and your spouse so that you may see joint calculations of your expected benefits as
a married couple. Currently, your Social Security Statement provides estimates of your
benefits only.
How likely are you to use this proposed feature in planning for retirement?
[LIKERT SCALE]
1....................2......... ..........3........................4
Not Likely
Somewhat Likely
Fairly Likely
Extremely Likely
[If Q37 < 3: ask Q37a, all else proceed to Q38]
37a. What is the reason(s) that you feel it would not be useful to see your spouse’s
estimated benefits alongside your own benefits in the my Social Security account?
[OPEN ENDED]
[NEW PAGE]
38. Diagram of Claiming and Working Options: Adding more information in your online Social
Security Statement on the different retirement planning options, such as a detailed diagram
describing your four working/claiming options:
-

Claim benefits and continue working
Claim benefits and stop working
Not claim benefits and continue working
Not claim benefits and stop working

Below is a diagram of the work/claim options. The user will be able to click on each part of the
diagram to learn more about their retirement option.

Page 15 of 19

Quantitative Survey 7/16/19

How likely are you to use this proposed feature in planning for retirement?
[LIKERT SCALE]
1....................2......... ..........3........................4
Not Likely
Somewhat Likely
Fairly Likely
Extremely Likely

[NEW PAGE]
39. Information on Non-Taxed Earnings: Providing customized information for workers who
have had earnings where they did not pay Social Security taxes. About 3% of workers are
affected by these types of special provisions because they had jobs where they did not pay
Social Security taxes. Some workers receive pensions from this type of work, which can
affect their Social Security benefits through the Windfall Elimination Provision. Workers
who are not affected would not see this customized information.

How likely are you to use this proposed feature in planning for retirement?
[LIKERT SCALE]
1....................2......... ..........3........................4
Not Likely
Somewhat Likely
Fairly Likely
Extremely Likely

[NEW PAGE]
40. Benefit Estimates Under Different Assumptions: Presenting users with three different
benefit estimates based on the following scenarios:

Page 16 of 19

Quantitative Survey 7/16/19

1. Your Current Social Security assumptions (currently shown in the Social Security
Statement/my Social Security portal)
2. Your Previous earnings with no future earnings (if you never worked another day)
3. Your own customized future earnings (you would predict your future work and
earnings inputs for the calculation)
Each estimate would provide information regarding the underlying assumptions of the estimate.
Below is an example of a graph showing benefits under the three assumptions.

Comparison of Retirement Benefits under Different Assumptions about
Work and Earnings
1600
1400

Monthly Benfit

1200
1000
800
600
400
200
0
62

63

64

65

66

67

68

69

70

Age at Claiming
Assume Stop Working Now

Estimated Benefits Assuming You Continue Working

Customized Assumptions

How likely are you to use this proposed feature in planning for retirement?
[LIKERT SCALE]
1....................2......... ..........3........................4
Not Likely
Somewhat Likely
Fairly Likely
Extremely Likely
[NEW PAGE]
41. Below are the five proposed features we discussed. Please choose up to 3 features that you
would be most likely to use when accessing your my Social Security account.

Page 17 of 19

Quantitative Survey 7/16/19

[MULTI PUNCH – allow up to 3 choices]
[Each choice below will have a pop-up box to remind respondents of each answer option]
[If the respondent only selects one features in Q41, EXIT survey]
[If the respondent selects two features in Q41, proceed to Q41a and populate Q41a with the
two features selected in Q41]
[If the respondent selects three features in Q41, proceed to Q41b and populate Q41b with
the three features selected in Q41]

___ Interactive Graphs of Estimated Benefits
[This feature will display interactive graphs and tables, allowing for a side-by-side comparison of
different benefit estimates based on various assumptions about your earnings.]
___ Estimated Benefits of Spouse
[This feature would show estimates of your spouse’s benefits alongside your own benefits.]
___ Diagram of Claiming and Working Options
[This feature would provide a diagram with information on your 4 working/claiming options.
The diagram would consist of the following options: a) claim benefits and continue working; b)
claim benefits and stop working; c) not claim benefits and continue working and d) not claim
benefits and stop working.
___ Information on Non-Taxed Earnings
[This feature would provide customized information for workers who have earnings where they
did not pay Social Security taxes.]
___ Benefit Estimates Under Different Assumptions
[This feature would provide benefit estimates that are calculated using different, customized
assumptions (i.e., current earnings, no future earnings, etc.,) to the my Social Security.]
42. Adding more information in your online Social Security Statement on the different retirement
planning options, such as a detailed diagram describing your four working/claiming options:


Claim benefits and continue working
Claim benefits and stop working
Not claim benefits and continue working
Not claim benefits and stop working

N/A – I would not use any of the above features when accessing my Social Security
account. [EXIT SURVEY]

[NEW PAGE]

Page 18 of 19

Quantitative Survey 7/16/19

41a. Please rank your preferences for each of the proposed new features you chose in the
previous question. Please assign “1” to the feature you think would be most useful if added to the
my Social Security account, and assign “2” to the feature you think would be less useful.
[RANK 1-2]
 Don’t know/Don’t have a preference
[END SURVEY]
[NEW PAGE]
41b. Please rank your preferences for each of the proposed new features you chose in the
previous question. Please assign “1” to the feature you think would be most useful if added to the
my Social Security account, and assign “3” to the feature you think would be least useful.
[RANK 1-3]
 Don’t know/Don’t have a preference
[END SURVEY]
[EXIT SCREEN]
Those are all the questions we have for you today. Thank you for your time.
All information you provide is kept strictly confidential and is used for research purposes only.

Page 19 of 19