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.

Did you find this Information helpful?

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Thanks for your feedback!

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About the Author

Kim Baldwin Sparks, Chief Business Officer

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Comments

  1. Dale H.

    I called the 1-800-772-1213 number in order to change my direct deposit information. I go through all of the Covid messages and the prompts. Finally the computer generated voice says I will be directed to a customer service representative. The phone rings and I hear a woman’s voice that tells me that there is no one available to help me. Then the phone hangs up. I went through this twice. My question is what is the purpose of having a customer service line if this is going to be the result every time I call?

    • Ann C.

      Hi, Dale. We are sorry to hear about your experience. Please be aware our call volume is higher than normal. If you are receiving Social Security retirement or disability, you can create a personal my Social Security account to change your direct deposit online. If you are receiving Supplemental Security Income, you should contact your local Social Security office immediately. We hope this helps.

  2. SRD

    been trying to contact social security at local and 800 number to ask about my lump sum since monday wait over 45 mins and then disconnected after being told will be 15 mins

    • Ann C.

      Hi, SRD. We are sorry to hear about your experience. Please be aware our call volume is higher than normal. To ensure you have the correct contact information for your local office, please visit our Social Security Office Locator page. We hope this helps. 

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  4. Charles B.

    My Opinion: My contact with Social Security has been a hit and miss type of interaction. One in four employees have been GREAT and very helpful, the other three appear to have negative attitudes, like I am bothering them for calling. The problem might be burnout or the hiring of lazy people. Just my opinion, either way corrective action is required.

  5. David C.

    I filed for my retirement 8 weeks ago and have left multiple voicemails with different offices including the office that is handling my claim. Not a single call has been returned. After multiple calls yesterday, I tried signing in to my SS account this morning only to find out they locked me out of my account so I can’t even check on my progress. Not a single, phone call, voicemail or email.

    • Ann C.

      Hi, David. We are sorry to hear that. For your security, we do not have access to private information in this venue. We encourage you to continue working 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.

  6. LauraC

    I am still on hold waiting for now 2 hours and 55min !! to talk to someone as I need to make an appointment at the local office. This is after a previous call this morning of 35min waiting with no answer that I could not wait any longer and had to hang up. This is impossible mission and a big sign of very poor management. There should be a better way to handle this for customers. Leave the tel # for a call back, send an email etc get an appt online like we do for a doctor’s office. This is sooooo frustrating. Still waiting for someone to pick up my call…This waiting time is extreme! Zero stars from me, a very upset customer!

    • Ann C.

      Hi, Laura. 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.

  7. Evone

    I am holding on the phone for the third time in 45 minutes because I was cut off twice before. My call is NOT important to you obviously or you would call back after you disconnected my calls. Your manner of service to your clientele is not appreciated and should not be limited to internet and phone calls. I just got cut off again. You hanging up on your client is totally irresponsible and disgusting and disrespectful.

    • Ann C.

      Hi, Evone. We are sorry to hear about your experience. Please be aware our call volume is higher than normal. 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.

      • Neil L.

        Worst. You guys suck. Been trying to sign up for part B for two months. Just horrible.

        • Ann C.

          Hi, Neil. We are sorry to hear about your experience. We encourage you to continue to work with your local office. You can ask to speak to a manager on your next call. 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.

  8. Stephanie D.

    Getting an appointment for social security office is impossible you have to call a number and wait for someone to schedule you and I got through to someone after 18 minutes, they said earliest appointment is 2nd week of March. I asked ok what day she said hold on then silent for ten minutes. I said hello and no answer, I waited for a few more minutes no reply so I had to hang up and call again.

    • Ann C.

      Hi, Stephanie. 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. To ensure you have the correct contact information for your local office, please visit our Social Security office locator. 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.

       

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  10. Daniel U.

    I was just on the phone phone with Shane from the Pen. state office and he made the hour plus wait all worth it. He was extremely helpful and polite. I wish all the ssa employees were as polite and helpful as Shane was. That guy needs a big fat raise!!!

    • Ann C.

      Hi, Daniel. Thank you for your feedback. We’re pleased we can help. Our employees are committed to providing the public with the best service possible. Thanks, again. 

Comments are closed.