This dataset contains fiscal year and is currently available in the following formats:
CSV | XLSX
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 www.socialsecurity.gov 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.
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 www.socialsecurity.gov. Data from federal fiscal year (FY) 2007 onwards is included.
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.
From FY 2007 through FY 2013, we weighted the overall satisfaction rate for each service option to reflect the annual population of customers served through that type of service. We display the annual populations for the different service options in the dataset for these years. We then combined the weighted results for the individual surveys to compute the overall customer satisfaction rate reported as an agency performance indicator in the Annual Performance Report. The agency discontinued this performance indicator effective with FY 2014, so we no longer combine the individual survey results into a single satisfaction rate.
Data Collection Description
The data displayed in the dataset are based on results of the following surveys conducted each year:
Field A: Fiscal year – a 12-month period from October through September.
Field B: Type of service measured by the survey.
Field C: Annual rounded number of people Social Security served in the fiscal year through this type of service.
Field D: Survey responders providing an overall rating for this type of service.
Field E: 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.
Field F: 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.
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.
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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