INNOVATIVE THINKING
RIGOROUS APPROACHES
REAL WORLD IMPACT

 

Project

Customer Satisfaction Surveys for the Social Security Administration

Official Title
Customer Satisfaction Surveys for Social Security Administration
Location(s)
United States
Dates
8/2015 – Present
Market
Survey Research
Practice Areas
Survey Administration
Services
Survey Design, Sampling & Instrument Development
Data Collection & Operations
Client
Social Security Administration
Methodologies
Survey Design and Sampling
Survey Methodology

IMPAQ fields two customer satisfaction surveys by mail for the Social Security Administration (SSA), with a sample of individuals who recently visited an SSA office.

The first, the Office Visitor Survey, surveys people who went to their local SSA field office or hearing office. The second, the Social Security Card Center Survey, surveys people who visited a Social Security Card Center. 

Each survey is sent by mail to a sample of about 5000 visitors. The sample is received for each survey over an 8-week period, and each respondent receives a pre-notification postcard and a survey packet (survey, cover letter, and business reply envelope), followed by a follow-up mailing to those who have not responded. At the end of the data collection period, we deliver a data set from each survey to SSA.

Our work in this area includes managing mail surveys and mail rooms, data collection by mail, and creating and performing quality control on data sets.