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Social Security performance

We serve more than 300 million Americans who have an active Social Security number, and more than 70 million people depend on Social Security benefits.  We are committed to meeting people where they want to be served. The most convenient way for customers to access our services is by using your personal my Social Security account, which provides immediate access to important information and tools, putting you in control of your time.  You can use your personal my Social Security account 24 hours a day, 7 days a week. 

The green bars represent successful online transactions. The blue bars represent calls received on our National 800 Number.  The orange bars represent calls received by our field offices across the nation. The red bars represent individuals that visit our field offices. The third column from the left (fiscal year 2025) represents results from October 2024 through July 2025.

Service channels at a glance - July 2025

Our most recent monthly performance results for each service channel are available in the boxes above.  We are improving performance across all our service channels. Compared to service levels in July 2024, we estimate our reduction in wait times through July 2025 is saving the public 43 million hours.  Below, are the time savings by service channel.

  • Online Services: saves customers 27 million hours
  • National 800 Number: saves customers 12 million hours
  • Field Offices: saves customers 4 million hours

Online metrics

The public's preference for digital self-service has grown. With your personal my Social Security account, you can quickly access important information and resources whenever you need them.  

Fiscal year to date (October through July)

Phone metrics

Our self-service options help callers complete the following transactions quickly and conveniently without speaking to an agent:

  • Verify your benefits (rental/leasing process, buying a car, seeking other government benefits)
  • Check the status of a pending claim
  • Change your address
  • Request your 1099 tax form
  • Request a replacement Medicare card
  • Request information and forms
  • Obtain an answer to over 100 frequently asked questions

Phone self-service options help us serve more callers and provide faster service.

Fiscal year to date (October through July)

National 800 Number callers have a shorter average wait time to speak with an agent. Our average speed of answer in July 2024 was 24 minutes and our answer rate was 63 percent. In July 2025, the National 800 Number average speed of answer reduced to 8 minutes and our answer rate increased to 78 percent. 

Our self-service options are helping customers conduct their business with us by phone without speaking to an agent. Almost 90 percent of callers prefer the ease and convenience of our self-service phone services.  We remain committed to improving the customer experience for individuals that contact us by phone.

The blue bars represent the percentage of National 800 Number callers that wait to speak with an agent. The green bars represent callers that request a call back or use one of our self-service options. The black line represents total calls received.

In-person / field office metrics

Regardless of why you visit an SSA office, we are committed to serving you as quickly as possible.

  • Very few services require you to visit a field office.  We encourage you to go online to reduce your wait time and avoid a trip to the office.
  • If you must come into a field office, make an appointment. Customers with an appointment wait on average about 6 minutes.

Actual wait times may vary across the country in local offices. Wait time data below may not represent the experience of every individual customer.

The blue bars in the chart above represent the average time a customer waits in our field offices without an appointment. The orange bars represent the average time a customer waits in our offices with an appointment. The green bars represent the combined customer in-office wait time. The black line represents the percentage of in-office customers that schedule an appointment. If you do need to visit us in-person, your wait time will be less if you schedule an appointment.

While callers are receiving faster service, at the same time, processing time for retirement and survivors claims is improving. We process most claims within 14 days if benefits are due immediately or before your benefits start.

The black line in the chart above represents the percentage of retirement and survivor claims processed timely by month. The blue bars represent the total number of retirement and survivor claims processed by month. 

Disability determination processing time

Disability claimants are receiving faster service, and fewer people are waiting for a decision on their disability claim.

The blue bars show the number of initial disability claims pending at the Disability Determination Services by month. The black line depicts the average number of days it takes to process initial disability claims by month. We are improving the time it takes to complete initial disability claim decisions and remain committed to reducing our processing time. 

Hearings processing time

If you disagree with the reconsideration determination, you may request a hearing before an administrative law judge. One of our key goals is to lower the average processing time for hearings to 270 days. The following charts highlight our significant progress in meeting our processing time goal and how customers are choosing to conduct their hearing.

The blue bars show the number of hearings pending by month. The black line depicts the average number of days it takes to process hearing requests by month. We are working to improve the time it takes to issue a hearing decision. 
 

Claimants who appeal their decision increasingly prefer the convenience of a virtual hearing.

The chart above shows how individuals chose to hold their hearing in fiscal years 2018 through 2024 and year to date (October 2024 through July 2025) this fiscal year. The orange bars in the chart above show the percentage of hearings held by agency video. The blue bars show the percentage of hearings held in-person. The green bars show the percentage of hearings held via virtual options (audio or online video).

The chart above shows how individuals chose to hold their hearing by month. The orange bars show the percentage of hearings held by agency video. The blue bars show the percentage of hearings held in person. The green bars show the percentage of hearings held via virtual options (audio or online video).  We remain committed to providing excellent customer service for individuals that request to hold a hearing using any of our options.

Last updated on August 18, 2025