Social Security’s Online Services Take Top Three
Spots in Customer Satisfaction Survey
SSA’s online services also meet or exceed the
private sector’s highest score
May 4, 2010 – The Social Security Administration’s
online services, heavily used by senior citizens for matters dealing
with Social Security and Medicare, have been recognized as the “best in
government” and exceed top private sector sites in customer
satisfaction, according to a news release today.
In the latest results from the American Customer
Satisfaction Index (ACSI), Social Security’s online Retirement Estimator
and benefit application remain in the top spots, each with a score of
90, and the Help with Medicare Prescription Drug Plan Costs application
placed third with a score of 87.
“Online services are vital to good public service
and I am pleased that Social Security continues to provide the best in
both government and the private sector,” said Michael J. Astrue,
Commissioner of Social Security.
“The Internet provides the public with the ability
to conduct business at their convenience and at their own pace, without
the need to take leave from work, travel to a field office, and wait to
meet with an agency representative. It also reduces the time spent by
our employees processing claims and frees them up to spend more time
handling complex cases.”
Social Security’s three top-rated online services
also meet or exceed the private sector’s highest score, which was
recorded by Netflix, with a score of 87. The ACSI notes that this shows
“that government sites can satisfy visitors just as well as, or even
better than, private-sector sites.”
The ACSI is the only uniform, national,
cross-industry measure of satisfaction with the quality of goods and
services available in the U.S. According to ACSI, “Any website, whether
in the private or public sector, that scores an average of 80 or higher
can be considered superior in meeting site visitors’ needs and
expectations.” Social Security’s Business Services Online, with a score
of 82, also meets this superior threshold.
May 4, 2010 – The Social Security Administration’s
online services, heavily used by senior citizens for matters dealing
with Social Security and Medicare, have been recognized as the “best in
government” and exceed top private sector sites in customer
satisfaction, according to a news release today.
