General, People Facing Barriers

Social Security Improves Customer Experience Ranking

January 25, 2024 • By

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Last Updated: January 25, 2024

Couple reviewing information on a laptopWe’re committed to improving customer service by providing more access to our programs and services, and our efforts have paid off.

We’re proud to announce that Social Security’s ranking on Forrester’s 2023 Customer Experience Index increased by 3.3 points – the only agency on the list to make a significant gain.

We achieved this higher ranking by focusing on key initiatives in 2023, like:

  • Implementing online scheduling for in-office enumeration appointments. Customers can now schedule appointments online for both original and replacement Social Security cards. This service is currently available in all 50 states, as well as Puerto Rico and the Virgin Islands.
  • Conducting a targeted mail campaign to reach people who may be eligible for Extra Help with Medicare prescription drug costs and Medicare Savings Programs with enrollment information. Please see our publication, Understanding the Extra Help with Your Medicare Prescription Drug Plan.
  • Employing strategies to help people facing barriers in accessing our programs and services, including people with:
    • Limited income and resources.
    • Limited English proficiency (LEP).
    • A risk of homelessness.
    • Mental and behavioral disabilities.
  • Partnering with the U.S. Department of Agriculture’s Food and Nutrition Services to test new ways to make it easier for SSI applicants to access nutrition assistance programs. For more information, please see our press release.

Forrester’s’ recognition of our customer service improvements reflects our commitment to making it easier for you to do business with us. We invite you to learn more on Forrester’s website. Please share this news with those who may need it.

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About the Author

Dawn Bystry, Associate Commissioner, Office of Strategic and Digital Communications

Deputy Associate Commissioner, Office of Strategic and Digital Communications


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  1. Saeed

    Social Security’s improvement in customer experience ranking is certainly noteworthy! Enhancing customer experience is pivotal for any organization, and it’s great to see Social Security making strides in this area. As a vital service provider for millions, prioritizing customer satisfaction is key. Your post highlights the importance of continual improvement and adaptation to meet the evolving needs of the public. Thanks for sharing this positive development

  2. Chris

    It is February 16th and we still have not received our 1099s. Why??? What if they were stolen out of our mail box? I just do not understand why we have not received our 1099s. Of course, I can’t get a hold of the office because it’s an hour and a half hold time. Why is it you cannot talk to a human being anymore? It’s disgusting and frustrating.

    • Chris

      Oh and they say they are improving their customer service. Could have fooled me. I haven’t seen or experienced good customer service YET!!!!!

    • Laura

      Oh and they say they are improving their customer service. Could have fooled me. I haven’t seen or experienced good customer service YET!!!!!

    • Sue

      Hi, Chris. Thanks for reading our blog and for your questions. SSA-1099 forms are mailed by January 31 each year. If you did not receive your SSA-1099 in the mail, you can request a replacement SSA-1099 using your personal my Social Security account. If you still need assistance, please call 1-800-772-1213, Monday through Friday, 8:00 a.m. to 7:00 p.m. For more information, check out our Frequently Asked Questions. We hope this helps.

  3. James

    It’s great to see Social Security’s commitment to improving customer experience paying off, especially with the notable increase in Forrester’s 2023 Customer Experience Index. The introduction of online scheduling and targeted mail campaigns are promising steps towards making services more accessible. It’s encouraging to see efforts directed at helping those facing barriers. These improvements reflect a significant move towards embracing digital transformation to better serve the public. Looking forward to seeing how these initiatives continue to evolve and enhance user engagement.

    James from Online Games

  4. George A.

    I deeply grateful for assistance provided by the staff at my local Social Security office. The staff gave me guidance and documentation needed to rectify an improper denial of medical coverage by State DHS staff. Thanks to Social Security for helping me maintain my health care benefits.

    • Sue

      Hi, George. Thanks for your reading our blog and for your compliment! We try hard to provide the best possible service to our customers. Your thoughts are important to us, and we’re pleased that you had such a positive experience. You can submit feedback by visiting our How can we help? webpage. From there, select the “Email Us” link. This will take you to the “Email Our Support Team” form where you can submit your compliment, complaint, or suggestion. Thank you!




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