General, Online Services

Our New Customer Feedback Survey Helps Us Serve You Better

October 28, 2021 • By

Reading Time: 1 Minute

Last Updated: October 26, 2021

Young modern woman working from home, using laptop in quarantineWe recently launched our new Customer Feedback Survey. We encourage you to tell us how we’re doing by completing a brief survey on our Customer Feedback page. Your feedback is anonymous, doesn’t collect your personal information, and you can use it to rate your experience online, on the phone, and in your local Social Security office.

What is the Customer Feedback Survey?

It is a simple, brief survey to share your feedback with us using your computer, tablet, or smartphone. In addition to rating your experience, we welcome your ideas on how we can do better.

Customer Feedback Survey Demo

What will we do with your feedback?

We are committed to listening to you and finding better ways of helping you.

We will use your feedback to identify common, recurring issues and come up with solutions to improve our service. It is important we hear from you, so that we can get valuable insight to enhance your experience and serve you better.

Please share this information with your family and friends – and post it on social media.

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About the Author

Kim Baldwin Sparks, Chief Business Officer

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Comments

  1. Terence K.

    Needed a replacement social security card in a timely fashion. Hackensack NJ office would make me an appointment but since I don’t reside in that County, I was referred to the Paterson office. After several attempts to call, busy signals, disconnects, the Paterson offfice advises they do not have in-person help because there are only 3 employees in the office. The Paterson office serves 502,000 County residents. 3 employees on duty? Worse than the NJ DMV

    • K.O.

      Hi, Terence. We are sorry to hear about your experience. Please note that our call wait times are longer than normal. Social Security offices are currently open only for in-person appointments for limited, critical situations. We are unable to accept walk-in visitors. If you feel you have a critical situation, please visit Coronavirus (COVID-19) page for more information and updates. We hope this helps.

  2. Guy C.

    After a long wait to get help After trying to apply for Medicare online I find out the SS Administration has my birthday one year after my actual birthday. The service rep was very unhelpful and downright rude at times, condescending, abrupt, curt and paternalistic. The website is impossible to navigate. After getting an appointment for a phone call in one and a half months I decided to call the local SS office. The person there was completely unhelpful and told me that he didn’t have time to help me because he had other phone calls to make and to do it myself online. These people are clearly unhappy with their work and should not be in a position that requires them to interact with the public. I can’t imagine a private business surviving with this kind of customer service. What a frustrating experience! After several hours I am no better off than before I started .

  3. kenneth j.

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  4. Royce S.

    my wife died on Dec 31, SS sent her payment on Jan 12, got letter they want it back so called the number they sent an they took it back out, then on Feb 8 they take it out again so called office 5 times talked to a person once left message each time with phone # but no response from them

    • A.C.

      Hi, Royce. We are sorry to hear about your loss and experience. For your security, we do not have access to private information in this venue. We encourage you to continue to work with our offices with specific questions. You can call us at 1-800-772-1213, Monday through Friday, between 8:00 a.m. and 7:00 p.m., for assistance. You can also contact your local Social Security office. Finally, you can submit feedback by visiting our Contact Social Security page at http://ow.ly/sycQ50GeLaF. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form where you can complete and submit a compliment, complaint, or suggestion. We hope this helps.

       

  5. dina f.

    g0t no answer from ssa

  6. Carolyn C.

    After waiting a very long time someone finally answered my call. However, as soon as I explained the reason for my call, the call was dropped!

    • A.C.

      Hi, Carolyn. We are sorry to hear about your experience. Please be aware our call volume is higher than normal. We encourage you to continue to work with your local office. You can also submit feedback by visiting our Contact Social Security page. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form where you can complete and submit a compliment, complaint, or suggestion. We hope this helps.

      • Silvia A.

        I’m Having the same problem as everyone else I’ve been calling for day and at different hours many dropped call and people hanging up on me finally someone answers and tells me because of my critical situation someone will be calling me to make an appointment with in 5 business day and its been almost two week and no call and I need my social security card as soon as possible.

        • A.C.

          Hi, Silvia. Please be aware our call volume is higher than normal. We encourage you to continue to work with your local Social Security office. We hope this is resolved soon.

    • CAROLYN Y.

      This happens ALL the time

  7. Teddie S.

    Please clarify my exact pension amount. I have received different amounts notices from at least two of your offices and no one knows what’s happening.
    The person who finally answered my call couldn’t help and directed me to your feedback email and meanwhile I’ve lost precious weeks trying to meet your dateline otherwise you’re assuming I accept without question the amounts you sent but didn’t explain/clarify which amount was correct. Very confusing information.

    • A.C.

      Hi, Teddie. We are sorry to hear that. For your security, we do not have access to private information in this venue. We ask that members in our Blog community work with our offices with specific questions. You can call us at 1-800-772-1213, Monday through Friday, between 8:00 a.m. and 7:00 p.m., for assistance. You can also contact your local Social Security office. You can ask to speak to a supervisor on your next call. We hope this helps.

  8. Lorie O.

    Tired of all the dropped calls after being on hold so long. After 4 calls and a person not thrilled to be working, I get an unacceptable answer. No taxes taken out for 5 months and now I get told it will be 2 more months. I’ve been told that 2 months ago. Come on!!!

    • A.C.

      Hi, Lorie. We are sorry to hear about your experience. We encourage you to continue to work with your local Social Security office. You can ask to speak to a manager on your next call. You can submit feedback by visiting our Contact Social Security page. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form where you can complete and submit a compliment, complaint, or suggestion. We hope this helps.

    • Carolyn J.

      Lorie, I’m experiencing the same today and have been for two years. Good luck!

  9. Yvonne G.

    Called to report my mom’s death and after being on hold for almost two hours my call was disconnected. Stop blaming co-vid and staffing shortage and fix the problem. Very bad customer service! How can any issues be resolved if a live person can not answer the calls instead of a recording. Is anyone minding the store?

    • A.C.

      Hi, Yvonne. We are sorry to hear about your loss and your experience. Please note that we are upgrading our National 800 Number system. During this transition, you may experience longer wait times. We sincerely apologize for any inconvenience and we appreciate your patience while we work towards a new, more modern phone service. Typically, the funeral director notifies us directly to report a death. To verify, you can also contact your Social Security office. We hope this helps. 

    • Randy E.

      I agree 100%. I couldn’t feel less valued as an individual. We have to answer this list of qualifying questions to get directed to appropriate customer service person. Then wait… Then often times get disconnected or told that the system is too busy and to call back at a better time. After spending 30minutes to get to that point. COVID is over get back to work and hire operators to dispatch the calls to the appropriate dept.

  10. Ron E.

    Please update your online accounts verification to include foreign addresses. We live in Germany and cannot create an account online because it is asking for a U.S. address and phone number.

Comments are closed.