| OQA 800 Number Customer Survey - Question Summary |
TAB A |
| |
|
|
| |
|
|
| SURVEY QUESTIONS |
RESPONSE |
2/99 |
8/98 |
2/98 |
8/97 |
| |
|
Percent |
Percent |
Percent |
Percent |
| |
|
|
|
|
|
| SERVICE RATINGS |
| |
|
|
|
|
|
| All callers: Overall, how would you rate the 800 number service you |
Excellent |
33 |
33 |
23 |
-- |
| received that day? Would you say it was: |
Very good |
27 |
27 |
33 |
-- |
| |
Good |
24 |
23 |
27 |
-- |
| |
Fair |
8 |
9 |
10 |
-- |
| |
Poor |
5 |
5 |
4 |
-- |
| |
Very poor |
3 |
3 |
4 |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
1,208 |
1,283 |
1,433 |
-- |
| All callers: Why did you rate the 800 number service as fair, poor or |
It was too hard to get through/wait time too long |
39 |
-- |
-- |
-- |
| very poor? |
The representative didn't answer the question |
19 |
-- |
-- |
-- |
| |
The representative was discourteous |
9 |
-- |
-- |
-- |
| |
Social Security failed to take the requested action/problem |
13 |
-- |
-- |
-- |
| |
not solved |
|
|
|
|
| |
I don't like having to listen to automated messages and |
8 |
-- |
-- |
-- |
| |
pressing numbers |
|
|
|
|
| |
The recording was hard to understand |
2 |
-- |
-- |
-- |
| |
Something else |
11 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
189 |
-- |
-- |
-- |
| All callers: Thinking about your call to the 800 number on _____, would |
Excellent |
27 |
-- |
-- |
-- |
| you rate how quickly you got through as: |
Very good |
26 |
-- |
-- |
-- |
| |
Good |
25 |
-- |
-- |
-- |
| |
Fair |
13 |
-- |
-- |
-- |
| |
Poor |
5 |
-- |
-- |
-- |
| |
Very poor |
4 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
1,204 |
-- |
-- |
-- |
| Callers that spoke to a representative: Thinking about the level of |
Excellent |
46 |
-- |
-- |
-- |
| courtesy provided by the representative you spoke with that day, was it: |
Very good |
26 |
-- |
-- |
-- |
| |
Good |
18 |
-- |
-- |
-- |
| |
Fair |
5 |
-- |
-- |
-- |
| |
Poor |
2 |
-- |
-- |
-- |
| |
Very poor |
3 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
849 |
-- |
-- |
-- |
| Callers that spoke to a representative: How well would you say the |
Excellent |
43 |
-- |
-- |
-- |
| representative knew his or her job? Was it: |
Very good |
28 |
-- |
-- |
-- |
| |
Good |
19 |
-- |
-- |
-- |
| |
Fair |
5 |
-- |
-- |
-- |
| |
Poor |
3 |
-- |
-- |
-- |
| |
Very poor |
2 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
848 |
-- |
-- |
-- |
| Callers that spoke to a representative: How would you rate the |
Excellent |
44 |
-- |
-- |
-- |
| helpfulness of the representative that day? Was it: |
Very good |
25 |
-- |
-- |
-- |
| |
Good |
20 |
-- |
-- |
-- |
| |
Fair |
5 |
-- |
-- |
-- |
| |
Poor |
2 |
-- |
-- |
-- |
| |
Very poor |
3 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
849 |
-- |
-- |
-- |
| Callers that spoke to a representative: How clear were the explanations |
Excellent |
42 |
-- |
-- |
-- |
| you were given? Would you say they were: |
Very good |
26 |
-- |
-- |
-- |
| |
Good |
20 |
-- |
-- |
-- |
| |
Fair |
6 |
-- |
-- |
-- |
| |
Poor |
2 |
-- |
-- |
-- |
| |
Very poor |
4 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
847 |
-- |
-- |
-- |
| |
|
|
|
| ACCESS |
| |
|
|
|
|
|
| Did you call earlier that day and receive a busy signal or a recording that |
Yes |
41 |
-- |
-- |
-- |
| all lines were busy and to call back later? |
No |
59 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
1,037 |
-- |
-- |
-- |
| How many times did you call that day and receive a busy signal or a |
1 time |
26 |
-- |
-- |
-- |
| recording that all lines were busy and to call back later? |
2 times |
39 |
-- |
-- |
-- |
| |
3 times |
19 |
-- |
-- |
-- |
| |
4 times |
6 |
-- |
-- |
-- |
| |
5 times |
3 |
-- |
-- |
-- |
| |
More than 5 times |
7 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
407 |
-- |
-- |
-- |
| |
|
|
|
|
|
| AUTOMATED SERVICE |
| |
|
|
|
|
|
| Callers who used: |
Automated service |
26 |
25 |
26 |
31 |
| |
|
|
|
|
|
| |
Number of respondents |
321 |
309 |
376 |
382 |
| Which automated service did you select? |
Obtain or replace a Social Security card |
37 |
37 |
29 |
35 |
| |
Information about your earnings and future Social Security |
30 |
26 |
26 |
30 |
| |
benefits |
|
|
|
|
| |
Proof of current payments |
12 |
13 |
13 |
12 |
| |
Medicare information or a replacement Medicare card |
6 |
5 |
8 |
8 |
| |
The address and working hours of your nearest office |
16 |
19 |
25 |
14 |
| |
|
|
|
|
|
| |
Number of respondents |
321 |
309 |
376 |
382 |
| Thinking about the automated service you used that day, did the |
Yes |
59 |
73 |
61 |
75 |
| message handle the reason for your call completely? |
No |
37 |
22 |
34 |
21 |
| |
Doesn't remember |
4 |
5 |
5 |
4 |
| |
|
|
|
|
|
| |
Number of respondents |
321 |
226 |
251 |
259 |
| If no, then what did you do, or what do you plan to do, to complete your |
Call the 800 number again |
51 |
-- |
-- |
-- |
| business with Social Security? Did you or will you: |
Call the local Social Security office |
14 |
-- |
-- |
-- |
| |
Visit the local Social Security office |
21 |
-- |
-- |
-- |
| |
Write to Social Security |
0 |
-- |
-- |
-- |
| |
Send a FAX, email or Internet message |
0 |
-- |
-- |
-- |
| |
Do something else |
4 |
-- |
-- |
-- |
| |
Do nothing about it |
8 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
117 |
-- |
-- |
-- |
| |
|
|
|
|
|
| SPOKE TO A REPRESENTATIVE |
| |
|
|
|
|
|
| Why did you choose not to use the automated services? Would you say |
Wanted to speak to a person rather than listen to an automated |
59 |
63 |
60 |
35 |
| that you: |
message |
|
|
|
|
| |
Didn't think an automated message could answer your question |
34 |
30 |
36 |
56 |
| |
Couldn't hear or understand the instruction on how to use the |
2 |
2 |
1 |
3 |
| |
message |
|
|
|
|
| |
Found the recordings were not in your preferred language |
0 |
0 |
0 |
0 |
| |
Had some other reason |
4 |
4 |
3 |
6 |
| |
|
|
|
|
|
| |
Number of respondents |
825 |
970 |
1,057 |
856 |
| After this, what happened? Were you: |
Placed on hold |
59 |
46 |
58 |
55 |
| |
Connected immediately to a representative |
41 |
54 |
42 |
45 |
| |
|
|
|
|
|
| |
Number of respondents |
840 |
970 |
1,057 |
856 |
| After being placed on hold, what did you do? |
Hung up |
9 |
9 |
11 |
11 |
| |
Waited to speak to a representative |
91 |
91 |
89 |
89 |
| |
|
|
|
|
|
| |
Number of respondents |
496 |
443 |
617 |
471 |
| After you hung up, what did you do, or what do you plan to do, about your |
Call the 800 number later |
48 |
-- |
-- |
-- |
| Social Security business? Did you or will you: |
Call the local Social Security office |
25 |
-- |
-- |
-- |
| |
Visit the local Social Security office |
13 |
-- |
-- |
-- |
| |
Write Social Security |
3 |
-- |
-- |
-- |
| |
Send a FAX, email or Internet message |
0 |
-- |
-- |
-- |
| |
Do something else |
6 |
-- |
-- |
-- |
| |
Do nothing about it |
5 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
40 |
-- |
-- |
-- |
| Was the representative able to handle the reason for your call completely |
Yes |
77 |
79 |
77 |
80 |
| so that no further contact was needed? |
No |
23 |
21 |
23 |
20 |
| |
|
|
|
|
|
| |
Number of respondents |
842 |
914 |
974 |
789 |
| If no, then what did you do, or what do you plan to do, to complete your |
Wait for Social Security to contact you or mail you something |
26 |
-- |
-- |
-- |
| business with Social Security? Did you or will you: |
Call the 800 number again |
22 |
-- |
-- |
-- |
| |
Call the local Social Security office |
15 |
-- |
-- |
-- |
| |
Visit the local Social Security office |
19 |
-- |
-- |
-- |
| |
Write to Social Security |
3 |
-- |
-- |
-- |
| |
Send a FAX, email or Internet message |
1 |
-- |
-- |
-- |
| |
Do something else |
9 |
-- |
-- |
-- |
| |
Do nothing about it |
6 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
195 |
-- |
-- |
-- |
| |
|
|
|
|
|
| CUSTOMER SEGMENT INFORMATION |
| |
|
|
|
|
|
| So we can help Social Security improve its customer service, we'd like to |
Getting a social security number or replacing a lost, stolen or |
19 |
-- |
-- |
-- |
| know a little more about why you called the 800 # on __________? Did |
damaged social security card |
|
|
|
|
| you call about: |
Your earnings record or getting an earnings and benefit |
16 |
-- |
-- |
-- |
| |
estimate statement |
|
|
|
|
| |
Applying for benefits or about a claim you had already filed |
19 |
-- |
-- |
-- |
| |
Filing an appeal of a decision made by Social Security |
2 |
-- |
-- |
-- |
| |
A change affecting your benefits or checks or a review of your |
24 |
-- |
-- |
-- |
| |
case |
|
|
|
|
| |
Something else (e.g., Benefit Verification, Medicare issue, |
20 |
-- |
-- |
-- |
| |
General information) |
|
|
|
|
| |
|
|
|
|
|
| |
Number of respondents |
1,196 |
-- |
-- |
-- |
| What kind of benefits were you calling about? |
Social Security Retirement or Survivor benefits |
36 |
-- |
-- |
-- |
| |
Social Security Disability benefits |
31 |
-- |
-- |
-- |
| |
SSI |
20 |
-- |
-- |
-- |
| |
Medicare |
10 |
-- |
-- |
-- |
| |
Medicaid |
2 |
-- |
-- |
-- |
| |
Other |
3 |
-- |
-- |
-- |
| |
|
|
|
|
|
| |
Number of respondents |
456 |
-- |
-- |
-- |
| |
|
|
|
|
|
| SERVICE PREFERENCES |
| |
|
|
|
|
|
| When you contact Social Security the next time what will you do? |
Call the 800 number |
73 |
72 |
70 |
70 |
| Will you: |
Call your local Social Security office |
14 |
19 |
20 |
21 |
| |
Visit your local Social Security office |
11 |
8 |
7 |
5 |
| |
Write |
1 |
0 |
0 |
0 |
| |
Send a FAX, email or Internet message |
0 |
1 |
0 |
0 |
| |
Do something else |
2 |
1 |
2 |
3 |
| |
|
|
|
|
|
| |
Number of respondents |
1,196 |
1,281 |
1,429 |
1,240 |
| Why are you unlikely to call the 800 number again? |
I get too many busy signals -- it's too hard to get through |
16 |
7 |
9 |
18 |
| |
I have to wait on hold too long |
7 |
6 |
4 |
3 |
| |
The representatives are not knowledgeable |
6 |
3 |
3 |
5 |
| |
The information received was not helpful |
9 |
8 |
6 |
8 |
| |
I don't like conducting business over the phone |
6 |
1 |
4 |
4 |
| |
I prefer dealing with the local office |
35 |
57 |
53 |
40 |
| |
It's confusing to cope with many options/menus (Too much |
5 |
7 |
8 |
10 |
| |
"press this"/"press that") |
|
|
|
|
| |
Something else |
16 |
12 |
12 |
12 |
| |
|
|
|
|
|
| |
Number of respondents |
321 |
361 |
430 |
366 |
|
|
|
|
|
|
|
www.socialsecurity.gov