Social Security's Office of Inspector General (OIG) has released an audit of the Social Security Administration's survey methodology for measuring the satisfaction rate of those who do business with the agency. This is not the report on that satisfaction rate itself, but an audit of that report. As far as I know the underlying report has not been released. The audit gives the following description of the methodology for measuring customer satisfaction:
To assess the indicator's progress in meeting this objective and goal, SSA’s Office of Quality Performance (OQP) annually conducts a series of tracking surveys to measure a customer’s satisfaction with his or her last contact with SSA. SSA conducts three surveys: the 800-Number Caller Survey, the FO Caller Survey, and the Office Visitor (OV) Survey. OQP uses a 6-point rating scale ranging from “excellent” to “very poor.” To report the final overall service satisfaction, OQP combines the three customer satisfaction surveys, weighting each survey by the customer universe it represents.
According to the audit report 82% percent of individuals who do business with SSA rated the overall service at Social Security as “excellent,” “very good,” or “good.”
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Having worked the SSA 800# and having had dealings with other government agencies, I would suspect the high rating for SSA is more due to other agencies being so bad at customer service it makes SSA look good.
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