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. Linae K.

    Waited 45 minutes only to be told to go home and do it online.So I did and it’s been one month since it was completed and I have not heard a thing!

    • Sue

      Hi, Linae. Thanks for reading our blog and for your comment. You can check the status of your online application with your personal my Social Security account. You can also check status if you call us at 1-800-772-1213 and say, “application status.” For more information, check out our Frequently Asked Questions. We hope this helps.

  2. Lisa D.

    Congrats on the ranking. Obviously whoever supplied it never called SSA. After multiple calls (last being one hour and a half on hold) I was told that a letter I received outranked an appeal decision and all the rep told me was “well they obviously changed their mind”! Then told me I need to take my letter into a local office! You sent the letter, wouldn’t you already have that copy?

    • Sue

      We’re sorry to hear about your experience, Lisa. For your security, we do not have access to private information in this venue. We encourage you to contact your local Social Security office or call us at 1-800-772-1213, Monday through Friday, between 8:00 a.m. and 7:00 p.m. Wait times to speak to a representative are typically shorter Wednesdays through Fridays or later in the day. We hope this is resolved soon. 


  3. Gary L.

    As an attorney who has focused my practice on Social Security disability for 40 years, I am appalled to find that any survey finds that Social Security’s Customer Service has improved. Both my clients and my staff find it virtually impossible to speak to a Social Security representative by phone; many of my client’s find themselves involuntarily disconnected after waiting on “hold” for over 30 minutes. The days when the local offices are “closed to the public” are far too often after finally re-opening from the pandemic. The Social Security Administration needs to increase it staff and improve its technology to provide the service that the American people deserve. The Social Security program is a core government function, and Congress needs to fund this agency properly.

  4. James R.

    Is there a death benefit for my wife who died recently?
    If so, who do I contact or apply to?
    Jim Staude

    • Sue

      We’re sorry for your loss, Jim. You may be eligibile for a Lump-Sum Death Payment of $255 if your wife worked long enough to be insured under Social Security. As her surviving spouse, you may also be able to receive monthly survivors benefits. To schedule an appointment, please call us at 1-800-772-1213, Monday through Friday, between 8:00 a.m. and 7:00 p.m. For more information, visit our Survivors Planner. We hope this helps.   

  5. carolyn D.

    I wish I had a favorable comment, but I don’t. The representative that assisted me seemed to be bothered by the questions that I asked Even though I held for over an hour, she seemed to be very rushed. She also seemed irritated when I asked her for some information that she said I should already have.

    It was not a good experience at all. I have worked with the elderly before and I never
    treated them as if they were being an inconvenience to me.

    Hopefully she was having a bad day and this is not the norm. I recommend additional customer service training for her, Thank you.

  6. JaeBee

    Lost my job after age 62 but not yet 65. Not sure if I should take early SS. I wanted to speak with someone in person but had to make an appointment which was about a month out.
    The call came at the exact day and time stated, to the minute. The representative sounded like a much younger person. I was expecting some Hmm s and Haws but he was absolutely very knowledgeable and informative. I was unsure what questions to even ask. He helped by giving scenarios and projections of monthly SS payment amounts. I must say he was very knowledgeable and made the process easy. I was pleasantly surprised and have a good feeling that we have such knowledgeable employees working for SSA.
    Kudos to him for his ability to explain in layperson terms and give me scenarios, sometimes even adding if you did that then be sure to know……. It really did not matter that we were on the phone except that I feel more comfortable that way.

    • Sue

      Hi, JaeBee. 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!

  7. Elaine

    They need to provide a phone number for people to contact who live abroad and receive social security.

    • Sue

      Hi, Elaine. Thanks for reading our blog and for your comment. Since you’re living outside of the United States, you can contact your local Federal Benefits Unit for any assistance related to Social Security benefits. Also, our Office of Earnings & International Operations webpage provides additional resources for our customers living abroad. We hope this helps.  


  8. Rita W.

    You all should make it easy too get a so social Security Card easy like back in the day especially if you have one on file and would like too receive a new one without sending you all the information you already have on file that will be awesome don’t know why everything in this world 🌎 is complicated

    • Callie T.

      Also: my social security office would not let me schedule an in person appointment. For what I had to go through over the phone I suspect many people could not easily do it. Staff was still working from home half the time, not good for applicants. It was not an easy process.

    • Sue

      Hi, Rita. Thanks for reading our blog and for your comment. Social Security is committed to protecting your personal information, including your Social Security number. You rarely need to show your Social Security card. Knowing your Social Security number is what’s important. If you must get a replacement card, you can begin and, in many cases, complete the process online with your personal my Social Security account. For more information, visit our Frequently Asked Questions. We hope this helps.

  9. Josephine D.

    Awesome job folks. Appreciate your support. 😊

  10. Denzel M.

    Supplement 1. east provision. 5.23.2011.


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