SSA: those with lower satisfaction scores “were more likely to have contacted SSA due to problems with the SSA website or because they were unaware of the online option." Image: Jonathan Weiss/Shutterstock.com
By: FEDweek StaffA survey of persons who recently claimed Social Security benefits found that while satisfaction with the process was generally high, it was higher for those who applied online vs. those who personally contacted the SSA during the process.
The poll by the Center for Retirement Research comes as the SSA is increasingly driving services online as it attempts to “meet increased demand with fewer resources.” Despite that shift, it adds, “many people still do not use this tool to view their Social Security Statement or apply for benefits.”
The survey of nearly 1,700 persons found that on a scale of 1 to 10, the average satisfaction score was an 8.4, with only 21 percent rating it as less than a 7, in line with SSA’s own figures showing that 80 percent rate its services as excellent, very good or good.
However, it noted that the 8.4 score represents an average of the 8.7 percent score by people who applied completely online vs. the 8.3 for those who had personal contact with the SSA.
It said that those with lower satisfaction scores “were more likely to have contacted SSA due to problems with the SSA website or because they were unaware of the online option. This finding suggests that lower satisfaction often stems from those who might prefer to use online tools, but ultimately do not.”
That further suggests that improving the online experience, for example by giving more guidance as people go through the process. could decrease the numbers who are less satisfied, it said.
It added that the survey “reflects claiming of retirement benefits only – it does not capture disability benefit applications, a process that faces well-known challenges such as case backlogs.”
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