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Social Security Administration (SSA) Annual Data for
Customer Service Satisfaction

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Download the Overall Customer Service Satisfaction dataset

This dataset contains data for fiscal years 2007 onward and is currently available in the following formats:
CSV | XLSX

Download the Initial Disability & Hearing Level Service Satisfaction dataset

This dataset contains data for fiscal years 2008 onward and is currently available in the following formats:
CSV | XLSX

Background

The Social Security Administration offers a range of service options to our customers. We provide in-person service through our community-based field offices, hearing offices and Social Security Card Centers. We provide telephone service through our National 800 Number and our local field offices. The public may also visit us online at the SSA Homepage where they can transact certain types of business as well as obtain information about our programs and services.

The agency continually evaluates the quality of service we provide through these various service options by surveying people who use them. These surveys reflect the public’s perception of the services we provide in-person in our offices, by telephone or on the Internet. The feedback helps us identify strengths and weaknesses in our service delivery so we can make necessary improvements.

The satisfaction surveys for each of our service options ask customers for an overall rating of the service we provided during their contact.

Overall Customer Service Satisfaction

Overall Customer Service Satisfaction Dataset Index

Dataset Description

This dataset provides data at the national level for overall satisfaction of customers who have used one of the main methods for conducting business with the agency: in-person service in our field or hearing offices or at a Social Security Card Center, telephone service through our National 800 Number or in one of our field offices, or an online service at the SSA Homepage.

In this dataset, we define “satisfaction” as an overall service rating of excellent, very good or good (E/VG/G) on a six-point scale: excellent, very good, good, fair, poor, or very poor. We determine the percent “satisfied” by dividing the number of responders who rate overall service as E/VG/G by the total number of responders providing a rating.

For each fiscal year included in the dataset, we provide the satisfaction rates for the individual types of service, rounded to the nearest whole number.

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Data Collection Description

The data displayed in the dataset are based on results of the following surveys:

  • 800 Number Caller Survey - Conducted by telephone with a random sample of callers who contacted the agency’s national 800 number during a 4-week period.
  • Field Office Caller Survey - Conducted by telephone with a random sample of callers who contacted one of 110 randomly selected field offices during a 4-week period.
  • Field and Hearing Office Visitor Surveys - Conducted by mail with a random sample of customers who visited one of 52 field offices or 13 hearing offices (randomly selected each year) during a 4-week period.
  • Social Security Card Center Visitor Survey - Conducted by mail with a random sample of customers who visited any of the Social Security Card Centers during a 4-week period. We introduced this survey in FY 2011.
  • Internet Benefit Applications Survey - Conducted by mail with a random sample of individuals who completed an online benefit application. We introduced this survey in FY 2009 and we discontinued it in FY 2015.
  • Internet Change of Address/Direct Deposit - Conducted by mail with a random sample of individuals who requested either a change of address or direct deposit of their Social Security benefits using the agency’s online service. We introduced this survey in FY 2011 and we discontinued it in FY 2015.
  • Internet Disability Reports - Conducted by mail with a random sample of individuals who applied for disability benefits and provided the detailed medical information online, or provided medical information online for an appeal of a denied claim. We introduced this survey in FY 2012 and we discontinued it in FY 2015.
  • Internet Request - Conducted by mail with a random sample of individuals who completed online requests for a Medicare replacement card, proof of income letter or replacement1099. The Internet Request Survey was discontinued in FY 2015.

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Statistical Information

Statistical Methodology: Satisfaction rates represent a mean value of the upper and lower limits of a calculated variability range. The mathematical formula used to establish these limits considers the size of the sample and the satisfaction rate found. The formula uses a mathematical calculation to produce a variability range acceptable at a 95-percent confidence level.

Weighting: All satisfaction rates are weighted to reflect the data as they would appear if all customers using the type of service had been surveyed.

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Data Dictionary

Fiscal Year (FY): A 12-month period from October through September.

Service: Type of service measured by the survey.

Annual Pop. Served: Annual rounded number of people Social Security served in the fiscal year through this type of service.

Survey Responders:: Survey responders providing an overall rating for this type of service.

Satisfied Service Rating: Percent satisfied with this type of service overall. Satisfaction defined as ratings of excellent, very good, or good (E/VG/G) on a 6-point scale: excellent, very good, good, fair, poor, or very poor. The satisfaction rate is rounded to the nearest whole number.

Excellent Service Rating: Percent giving the rating of excellent (on the 6-point scale shown above) for this type of service overall. The “excellent” rate is rounded to the nearest whole number.

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Initial Disability and Hearing Level Service Satisfaction

Initial Disability and Hearing Level Service Satisfaction Dataset Index

Dataset Description

This dataset provides data at the national level for overall satisfaction of claimants who have either filed an initial disability application or have received a decision on an appeal at the hearing level. For the initial disability claimants, we survey mid-process to get satisfaction ratings on ease of filing a disability application and overall opinion of the agency’s service. We also survey after an initial disability decision is made to get ratings for ease of filing disability applications and overall opinion of service, breaking out ratings separately for claimants who are awarded benefits and for those who are denied benefits. Similarly, we survey claimants after a hearing level decision is made to get ratings on the hearing experience and overall opinion of the agency’s service, breaking out ratings separately for claimants who are awarded benefits and for those who are denied benefits.

In this dataset, we define “satisfaction” as an overall service rating of excellent, very good or good (E/VG/G) on a six-point scale: excellent, very good, good, fair, poor, or very poor. We determine the percent “satisfied” by dividing the number of responders who rate overall service as E/VG/G by the total number of responders providing a rating.

For each fiscal year included in the dataset, we provide the satisfaction rate for overall service, rounded to the nearest whole number. For initial disability claims, we also provide the rate for ease of filing the application. For hearing level decisions, we provide the rating of the hearing experience.

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Data Collection Description

The data displayed in the dataset are based on results of the following surveys.

  • Disability initial claims mid-process survey: conducted by mail while the disability decision was still pending with a random sample of approximately 10,000 claimants.
  • Disability award survey: conducted by mail with a random sample of approximately 10,000 awarded claimants.
  • Disability denial survey: conducted by mail with a random sample of approximately 10,000 denied claimants.
  • Hearing award survey: conducted by mail with a random sample of approximately 15,000 claimants with a recent favorable hearing decision on their disability claim.
  • Hearing denial survey: conducted by mail with a random sample of approximately 15,000 claimants with a recent unfavorable hearing decision on their disability claim.

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Statistical Information

Statistical Methodology: Satisfaction rates represent a mean value of the upper and lower limits of a calculated variability range. The mathematical formula used to establish these limits considers the size of the sample and the satisfaction rate found. The formula uses a mathematical calculation to produce a variability range acceptable at a 95-percent confidence level.

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Data Dictionary

Type of Survey: Type of Survey.

Aspect of Service Satisfaction: Aspect of Service Satisfaction (ease of filing and overall opinion of service).

Fiscal Year (FY): The percent satisfied by fiscal year (the 12-month period from October 1 through September 30). Satisfaction is defined as ratings of excellent, very good, or good (E/VG/G) on a 6-point scale: excellent, very good, good, fair, poor, or very poor. The satisfaction rate is rounded to the nearest whole number.

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