Social Security Administration (SSA) Data for
Customer Service Satisfaction for
SSA Internet Medicare Replacement Cards
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This dataset contains data for April and June of fiscal year 2014 and is currently available in the following formats:
The Social Security Administration (SSA) provides a variety of ways to conduct business with the agency. In the Internet service channel, the SSA offers members of the public, who receive benefits, the opportunity to request a replacement Medicare Card online. As part of our effort to expand and improve Internet services, we monitor usage and satisfaction of existing online options. These datasets provide volumes and customer satisfaction rates for beneficiaries who requested a replacement Medicare card using the Internet.
This dataset provides results at the national level from a 2014 survey of Internet Medicare Replacement Card customers.
Data Collection Description
We conducted the Internet Report Card iRequest Survey by mail between April and June 2014 using a brief scannable "report card" style questionnaire. The survey methodology included sending a pre-notice postcard, an initial questionnaire, and one follow-up questionnaire. We mailed the questionnaires shortly after the customer used the online application to try to ensure a clear recollection of the experience. The sample in the iRequest Survey segment contained just over 2,200 records drawn from files of successful users. There were 792 responders from the iMRC sample.
Satisfaction Rating: Broken out by satisfied (excellent, very good, and good) and not satisfied (fair, poor, and very poor) as reported by customers in our survey.
Percentage: The percentage of responders in our survey who rated the service for the Internet Medicare Replacement Card at a particular level.