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

Comments

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  1. Dens

    derw

    Reply
  2. Nancy A.

    I had a horrible experience with a social security office last month. After waiting 3 hours to hand in all my paystubs for 2023, the Customer Service Representative refused to take them. He said they do not have time to look at those anymore and to “hang on to them” for my next work review. He also went on to say, very rudely, if I made over $1550 gross monthly income this year or $1470 last year “You are done!” Insinuating my benefit will end abruptly. I was shocked by his horrible behavior and attitude adding tremendous anxiety and depression to my condition. Someone like that needs not to have a job in a government office dealing with vulnerable people. I don’t have a computer however I used one at the library and see that I can fax my pay stubs and other information to the SSA. This makes me nervous because of my social security number and I can ask my part time work employer if I can use their fax machine. But this seems burdensome.

    Reply
    • Sue

      We’re sorry to hear about your experience, Nancy. If you work and receive disability benefits, you must tell us right away if you have previously reported your work to us but your duties, hours, or pay changes. You can report your wages online using your personal my Social Security account. For more information, check out our Frequently Asked Questions. If you prefer, you can report changes in your work and provide pay stubs to your local Social Security office. During your next visit, you may ask to speak to a supervisor. You can also 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 a compliment, complaint, or suggestion. We hope this helps.  

       

      Reply
  3. Linda

    Your social security website says it typically takes 2 to 4 weeks to review an application for social security. It has been 3 months for me now with no contact by social security, I am currently on hold on the phone. Please change your statement as it leads one to believe when to file to receive benefits needed by a certain time. I applied only once and they will most likely be late affecting my financial security.

    Reply
    • Sue

      We’re sorry to hear about your situation, Linda. You can check the status of your application with a personal my Social Security account or with our automated telephone services that are available 24 hours a day. You can call us at 1-800-772-1213 and, at the prompt, respond “application status.” For more information, visit our Frequently Asked Questions. To submit a suggestion, visit 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 a compliment, complaint, or suggestion. We hope this is resolved soon.

      Reply
  4. Clt

    They aren’t doing things any differently, based upon what I have been trying to get resolved since 2016. I have been trying to get a so-called overpayment balance that Social Security claims I owe resolved. I have been told at least 6-8 different amounts varying from hundreds of dollars to thousands of dollars, and still have not received any explanation of how this supposedly occurred. I have tried to appeal multiple times and even contacted my congress person for assistance. I have talked to multiple people at Social Security by phone, over-the-years. The last person I spoke to at my local Social Security office actually spent time looking at my case and said she believed that I did not owe anything, but she was not authorized to resolve the issue and had to send it to another department to review it. She actually read me the email that she was sending to the other department while I was still on the phone with her. She recommended that I contact my congress person if it did not get resolved. I did that, but the congressional districts changed in my area and I now have a new congresswoman. I received the last uninformative letter from Social Security over a year ago and filed for yet another appeal, with the same request as always. How did you arrive at the balance? And what is the balance? How can Social Security just arbitrarily pick a number, tell you that is your balance for an over payment, but give no explanation as to how they arrived at that number??! To date, nothing has happened, and they still show an overpayment on my account. Why can’t I get anyone to help me?! I have been dealing with this stress since 2016 and nobody will do anything. I am at a loss.

    Reply
    • Clyde

      Good Luck! I am having a similar issue going on for 2 years now. After talking to many Social Security personnel, in person and over the phone, all I get is talk, talk, talk and they send it to another department with never any follow-up. SAD!

      Reply
    • Claude b.

      Today my benefit was not deposited in my bank i looged in in my social security n find out they have a comment payment suspended. I tried to call to find out the reason n stayed on line for over 2hrs n i m calling from overseas help please

      Reply
      • Sue

        We’re sorry to hear of your situation, Claude. Since you’re living outside of the United States, you may contact your local Federal Benefits Unit for assistance with your Social Security benefits. Also, our Office of Earnings & International Operations webpage provides additional resources for our customers living abroad. We hope this is resolved soon.

         

         

        Reply
    • Sue

      We’re sorry to hear about your situation. For your security, we don’t have access to private information in this venue. We encourage you to bring your documentation to your local Social Security office and ask to speak to a supervisor. You can also 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 a compliment, complaint, or suggestion. We hope this is resolved soon.

      Reply
  5. Angelina G.

    Angelina G Velasco
    8/13/1952
    519 w.Taylor Str. SP.#56
    Santa Maria, Ca.93458
    My account is on hold , I do owe. Some left me a message my SoS account would be pd. Off.???

    Reply
    • Sue

      Thanks for reading our blog, Angelina. For your security, we do not have access to private information in this venue. We encourage you to contact your local Social Security office for assistance. Please be cautious about posting your personal information on social media. We hope this helps.

      Reply
  6. Doug G.

    This sounds great on the surface, but SSA score is 62.3 up from 59 which leave a lot room for improvement. In addition, we had a liaison for homeless and at risk for homelessness that was outstanding, but they eliminated the position despite the outstanding service it provided for our most vulnerable population. I understand the staffing is an issue but as someone who depends on SSA to do our job the lack of communication from SSA is concerning.

    Reply
    • Ann L.

      I couldn’t agree more.
      I waited in line for 4 hours at the office in Seattle, WA.
      Only to find out they couldn’t help me.
      This was during the time when masks were supposed to be required but the guards did not enforce the issue–including the woman who was coughing and sneezing without even covering her mouth. Nasty.
      SSI is NOT well run.

      Reply
  7. Victory F.

    Your post was very helpful to me

    Reply
  8. Misty M.

    My sons disability case has been sitting with disability determination for the last 7 months and they told me that it hasn’t been assigned to a case worker yet because they are so short staffed and so many people moved here. But the system is failing me and my son. I applied in 2022 and was denied due to income but my son has MS and only sees specialists, which made time off from work and out of pocket fees unbearable. Finally rent went up and I was evicted and still no help for me as a single parent. I’ve worked my entire life and when I needed help the most there was nothing there for my son. What can I do to help this situation? Helpless in Texas

    Reply
    • Sue

      We’re sorry to hear about the delay, Misty. For your security, we do not have access to private information in this venue. We have forwarded your comments to our colleagues in Texas. To learn how to check the status of your son’s pending disability application, check out our Frequently Asked Questions. We hope this is resolved soon.

      Reply
  9. Millie

    I continue to write and have visited my nearest SS office for my Jan and Feb 2023 refund (you incorrectly deducted an amount for each month after my IRMAA was approved. But to no avail. In Nov 2023 I received another letter stating that SS made an error and should have deducted MORE money so in Dec 2023 another deduction occurred. AGAIN, I submitted another letter with copies of my Approved IRMAA for 2 years (2021/2022) Is there an accountant or a person with experience that could help me? Thanks

    Reply
    • Sue

      We’re sorry to hear about your situation, Millie. For your security, we do not have access to private information in this venue. We encourage you to continue to work with your local Social Security office. You can ask to speak with a supervisor on your next call or visit. For more information about what you can do if you think your Medicare premium is incorrect, read our fact sheet. We hope this is resolved soon.

      Reply
  10. Judith J.

    I got locked out of my account when I tried changing my passcode. I have called Social Security several times. TWICE I was told a passcode would be mailed to me. TWICE I have never received it. The last person I spoke with was rude and short with me. I just want to access my account. Is there no help available?

    Reply
    • Shannon A.

      You have to go to local office

      Reply
    • Sue

      We’re sorry to hear you’re having difficulty accessing your personal my Social Security account, Judith. For instructions on resetting your password, please read our blog. We hope this helps.

      Reply

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