Two Customer Satisfaction Surveys - Registration, Personalized Portal, and the Online Social Security Statement

Employee Customer Satisfaction Survey

Part 1 of the Survey

Registration Functions
	Were you able to register successfully for a MySSAccess username and password? Yes, the first time I tried Yes, after more than one try (go to 1a) No, I was unable to register (go to 1a)
	Please select the screen where you encountered an issue: Terms of Service Verify your Identity (Out Of Wallet) Add Extra Security Secure your Identity Create your Account Other  (Please clarify in 1,000 characters or less.)
	Were you able to successfully verify your financial information? Yes, the first time I tried Yes, after more than one try(go to 2a) No, I was unable to verify my financial information(go to 2a)
	Please indicate where you encountered an issue: Last 8 digits of Credit Card W-2 1040 Schedule SE Direct Deposit Other  (Please clarify in 1,000 characters or less.)
	Did you receive a notice by email confirming the creation of an online account? Yes No
	How can we improve our registration process?  (Please clarify in 1,000 characters or less.)
Account Retrieval Functions
	Were you able to retrieve your username? Yes No (go to 5a)
	Please indicate the reason: Could not verify the information provided (name, DOB, SSN) Other (Please clarify in 1,000 characters or less.)
	Were you able to reset your password using password reset questions? Yes No(go to 6a)
	Please indicate the reason: Could not verify the information provided (name, DOB, SSN) Could not remember the answer to my reset questions Other (Please clarify in 1,000 characters or less.)
	Were you able to reset your password using email? Yes, I received the email (go to 7a) Yes, I received the email but it was filtered as spam (go to 7a) No (go to 7b)
	From the moment you entered your request to the moment when you received the email, how long was the time frame? Less than 1 minute Between 1 to 5 minutes Longer than 5 minutes Don't recall
	Please indicate the reason below: Could not verify the information provided (name, DOB, SSN) Did not receive the email Other (Please clarify in 1,000 characters or less.)

Account Maintenance Functions
	Were you able to update your password? Yes No
	Were you able to update your email? Yes No
	Were you able to update your password reset questions? Yes No
	How can we improve our Security Settings tab?  (Please clarify in 1,000 characters or less.)

Site Functions
MySocialSecurity
	Is your name displayed correctly? Yes No (go to 12a)
	What is displayed instead and what should have been displayed? (Please limit your response to fewer than 1,000 characters)
	Are the first five numbers of your SSN masked?  Yes No (go to 13a)
	What is displayed instead? (Please limit your response to fewer than 1,000 characters)
	Is your DOB displayed?  Yes No (go to 14a)
	What is displayed instead? (Please limit your response to fewer than 1,000 characters)
	Is the email you entered at registration displayed? Yes No (go to 15a)
	What is displayed instead? (Please limit your response to fewer than 1,000 characters)
	Is the date of your last login displayed correctly? (If this is your first time using MySocialSecurity, it should be today's date.) Yes No (go to 16a and 16 b)
	If displayed incorrectly, what date is shown instead?
	If displayed incorrectly, what should be the date of your last login?
Online Statement
	Is the Benefits Estimate Tab displayed? Yes No
	Was your benefit estimate displayed at full retirement age on the Overview tab? Yes No (go to 18a)
	What explanation under the Overview tab were you given as to why you did not receive an estimate? "Please call us" is displayed "Estimated benefit not available" is displayed Other   (Please clarify in 1,000 characters or less.)
	Were you able to open the Statement from the “print/save” link?  Yes No (go to 19a)
	Why not? "Print/save" link did not display correctly Nothing happened after I clicked on "print/save" link Other   (Please clarify in 1,000 characters or less.)
	On the estimate page  did you see all of the following:    Retirement benefit estimate    Disability benefit estimate    Survivor benefits estimate    Family benefit estimate    Medicare benefit information   Yes No (go to 20a)
	Which was missing? Retirement benefit estimate Disability benefit estimate Survivor benefits estimate Family benefit estimate Medicare benefit information
	Please select the category that includes your age. 18-24 25-34 35-54 55-59 60-61 62 + I prefer not to answer
	Was the following link(s) present(s):
	The link to apply for Retirement benefits. Yes No
	The link to apply for Disability online. Yes No
	The option to change your Statement delivery option. Yes No
	Are you able to access the More Information Links from the estimate page? Yes No (go to 25a)
	Is it missing? Yes No
	Is the following promotional information displayed below the More Information Links? (go to 26a, 26b)
	"What you should know… about Social Security & saving." Yes No (go to 26aa)
	What is displayed instead of "What you should know…"? "Thinking of retiring?" is displayed instead Other   (Please clarify in 1,000 characters or less.)
	"Thinking of retiring? Some things to consider." Yes No (go to 26ba)
	What is displayed instead of "Thinking of retiring?" "What you should know…" is displayed instead Other
	Is the Earnings tab displayed?   Yes No
	Are your earnings from 2010 displayed on the Overview tab?   Yes No (go to 28a)
	What is displayed?
	On the earnings page did you see all of the following: Taxed Social Security earnings listed Estimated total taxes paid for Social Security Taxed Medicare earnings listed Estimated total taxes paid for Medicare purposes Yes No (go to 29a)
	What was missing? Taxed Social Security earnings listed Estimated total taxes paid for Social Security Taxed Medicare earnings listed Estimated total taxes paid for Medicare purposes
Help Center
	Is the Help Center tab displayed? Yes No (go to 30a)
	If no, what is displayed?  (Please limit your response to fewer than 1,000 characters)
	On the Help Center page did you see all of the following:   Contact Us Find an Office Frequently Asked Questions Yes No (go to 31a)
	What was missing? Contact Us Find an Office Frequently Asked Questions None of the above (go to 31b)
	If none of the above, what is displayed?  (Please limit your response to fewer than 1,000 characters)

Navigation/Look and feel
	Were you able to perform all of the following tasks: Change the text size Access the accessibility help functions Access the footers Yes No (go to 32a, 32b)
	Please select the tasks you were unable to perform: Change the text size Access the accessibility help functions Access the footers
	Please describe what prevented you from completing the tasks. (Please limit your response to fewer than 1,000 characters)
	Were you able to sign out? Yes No (go to 33a)
	Why not? Sign out button did not display correctly Nothing happened after I clicked on the sign out button Other  (Please clarify in 1,000 characters or less.)
	Were you able to see the SSA logo throughout the entire experience? Yes No (go to 34a, 34b)
	If no, why not? Saw the SSA logo intermittently during this experience SSA logo is displaying incorrectly (no display or distorted) Other
	What browser are you currently using? Internet Explorer Firefox Chrome Safari Other  (Please clarify in 1,000 characters or less.)
	Please rate how quickly pages load on this site? Slower than expected (go to 35a, 35b) As expected Faster than expected
	What browser are you currently using? Internet Explorer Firefox Chrome Safari Other  (Please clarify in 1,000 characters or less.)
	Where did you access the MySocialSecurity and Online Statement services? From home From SSA workstation Other
	Please tell us how we can improve the look and feel of this site. (Please limit your response to fewer than 1,000 characters)

General Questions
	Please provide an overall rating for how well the site is organized. Very poorly (go to 37a, 37b) Poorly (go to 37a, 37b) Neutral Well Very Well
	Please select the area of the site that was not well organized. Registration MySocialSecurity landing page Online Statement Help Center Security Settings
	Please describe if any specific navigation links or paths did not take you where you expected. (Please limit your response to fewer than 1,000 characters)
	Did you expect additional information to be available on MySocialSecurity? Yes (go to 38a) No
	What other information did you expect to be available on MySocialSecurity? (Please limit your response to fewer than 1,000 characters)
	Was there any information on the site that was unclear to you? Yes (go to 39a) No
	Please describe what was unclear to you. (Please limit your response to fewer than 1,000 characters)
	How easy was it to navigate the site today? Very difficult (go to 40a) Difficult (go to 40a) Neutral Easy Very easy
	What difficulties did you experience? (Please limit your response to fewer than 1,000 characters)
	How likely are you to return to this site? Very unlikely (go to 41a) Unlikely (go to 41a) Neutral Likely Very likely
	If unlikely to return to this site – Why not? (Please limit your response to fewer than 1,000 characters)
	How likely are you to recommend this site to someone else? Very unlikely (go to 42a) Unlikely(go to 42a) Neutral  Likely Very likely
	If unlikely to recommend this site to someone else – Why not? (Please limit your response to fewer than 1,000 characters)
	What did you like most about MySocialSecurity? (Please limit your response to fewer than 1,000 characters)
	What did you like least about MySocialSecurity? (Please limit your response to fewer than 1,000 characters)
	What would you like to be able to do on this site that is not currently available to you? (Services, etc…) (Please limit your response to fewer than 1,000 characters)
	Please tell us about any other problems you encountered during the process that we have not captured previously.   (Please limit your response to fewer than 1,000 characters)

OMB Number: 0960-0788

Paperwork Reduction Act Statement

This information collection meets the clearance requirements of 44 U.S.C. § 3507, as amended by Section 2 of the Paperwork Reduction Act of 1995. You do not need to answer these questions unless we display a valid Office of Management and Budget control number. We estimate that it will take about 10 minutes to read the instructions, gather the facts, and answer the questions. You may send comments on our time estimate to: SSA, 6401 Security Blvd., Baltimore, MD 21235-6401.

Privacy

For information about the Social Security Administration’s privacy practices, please visit our privacy and disclosure webpage

Part 2 of the Survey

Follow up General Questions
	Did you receive a notice in the mail confirming the creation of an online account? Yes(go to 47a) No
	Please tell us when you received the notice in the mail.
	Did you receive a notice in the mail with instructions to add extra security to your online account? Yes(go to 48a) No
	Please tell us when you received the notice with instructions to add extra security in the mail.
	Please provide an overall rating for how well the site is organized. Very poorly (go to 49a) Poorly (go to 49a) Well Very Well Excellent
	Please select the area of the site that was not well organized. Registration MySocialSecurity Landing page Online Statement Help Center Security Settings
	Please tell us how we can improve the look and feel of this site.
	Please tell us about any other problems you encountered during the process that we have not captured previously.

Follow Up Registration Questions
	Were you able to complete the upgrade process? Yes, the first time I tried Yes, after more than one try No, I was unable to upgrade (go to 52a)
	Please indicate where you encountered an issue: Add your Cell Phone Number Enter the Upgrade Code Did not receive text message Did not receive letter with upgrade code Other (Please clarify in 1,000 characters or less.)

Follow Up Account Retrieval Questions
	Were you able to request your cell phone reset letter? Yes No (go to 53a)
	Please describe what happened when you request your cell phone reset letter: Could not verify the address provided Other (Please clarify in 1,000 characters or less.)
	Were you able to set up a new cell phone number?  Yes No (go to 54a)
	Please describe what happened when you tried to set up a new cell phone number: (Please clarify in 1,000 characters or less.)
	Were you able to disable the extra security feature? Yes No (go to 55a)
	Please describe what happened when you tried to disable the extra security feature: (Please clarify in 1,000 characters or less.)

Follow Up Account Maintenance Questions
	Were you able to disable your extra security? Yes No (go to 56a)
	Please describe what happened when you tried to disable your extra security. (Please clarify in 1,000 characters or less.)
	Were you able to update your cell phone number? Yes No (go to 57a)
	Please describe what happened when you tried to update your cell phone number. (Please clarify in 1,000 characters or less.)
	How can we improve our security settings tab? (Please clarify in 1,000 characters or less.)

OMB Number: 0960-0788

Paperwork Reduction Act Statement

This information collection meets the clearance requirements of 44 U.S.C. § 3507, as amended by Section 2 of the Paperwork Reduction Act of 1995. You do not need to answer these questions unless we display a valid Office of Management and Budget control number. We estimate that it will take about 10 minutes to read the instructions, gather the facts, and answer the questions. You may send comments on our estimate of the time needed to complete the form to: SSA, 1338 Annex Building, Baltimore, MD 21235-0001.

Privacy

For information about the Social Security Administration’s privacy practices, please visit our privacy and disclosure webpage