Two Customer Satisfaction Surveys

Tab B

Abt SRBI, INC. STUDY NUMBER 5751

275 SEVENTH AVENUE, SUITE 2700 DATE, 2012

NEW YORK, NEW YORK 10001 OMB No. 0960-0788

Exp Date: July 2014

Social Security Statement

Tracking Survey #4

TELEPHONE NUMBER: ___ ___ ___ ‑ ___ ___ ___ ‑ ___ ___ ___ ___

Interviewer: ________________________________________

Interview Date: ____/____/2012

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

C ONTACT INFORMATION:

Name

Telephone Number

Gender

Date of birth

Statement version (1 or 2)

Introduction

S1. Hello, may I speak to [CONTACT PERSON]? (I am calling on behalf of the Social Security Administration. I am with Abt SRBI, a national research firm, and we are conducting a 10-minute survey for the Social Security Administration. The survey is for people who recently received their Social Security Statement. We will not talk about any personal information.)

1. Speaking SKIP TO S3

2. New person comes to phone

3. Not available/bad time ARRANGE CALLBACK

4. No longer lives here DISPO AS NON-LOCATE

5. Refused REFUSED AT S1

S2. (INT: READ ONLY IF NOT READ AT S1) I am calling on behalf of the Social Security Administration. I am with Abt SRBI, a national research firm, and we are conducting a 10-minute survey for the Social Security Administration. The survey is for people who recently received their Social Security Statement. We will not talk about any personal information.

S3. The Privacy Act requires us to notify you that we are authorized to collect this information by section 702 of the Social Security Act. You do not have to provide the information requested. However, the information you provide will help us evaluate and improve the personalized earnings record and benefit estimate Social Security provides, which is called the Social Security Statement. Your individual answers will be kept completely confidential and will not affect your future benefits in any way.

The Office of Management and Budget approval number for this survey is 0960-0788. We estimate that it will take about 10 minutes to complete this survey. This includes the time it will take to listen to the questions and give your responses. If at the end of this survey you would like to submit comments on the time estimate for this survey, please let me know. (NOTE TO INTERVIEWER: If at the end of the survey respondent wants to comment on time estimate, please read Paperwork Reduction Act Statement).

NOTE TO INTERVIEWER: IF RESPONDENT ASKS ABOUT THE PAPERWORK REDUCTION ACT READ THE “PAPERWORK REDUCTION ACT REFERENCE” TACK-UP TO THEM.

S4. May I begin now?

1. Yes SKIP TO Q1

2. No

S4a. Why don’t you want to continue? [Thank and End]

First, I would like to know how confident you are about certain aspects related to financial planning for your retirement.

1. How much financial planning for retirement have you done? Would you say…

1. A good deal

2. Some

3. None

8. (vol) Don’t Know

9. (vol) Refused

2. How confident are you that you will have enough money to live comfortably in your retirement? Are you…?

1. Very Confident

2. Somewhat Confident

3. Not too Confident

4. Not at all Confident

8. Don’t Know

9. Refused

3. How confident are you that you know how to determine how much money you need to live comfortably in your retirement?

1. Very Confident

2. Somewhat Confident

3. Not too Confident

4. Not at all Confident

8. Don’t Know

9. Refused

4. Now I am going to read you several possible sources of income for retirement. For each, please tell me if you expect it to be a major source of income, a minor source of income, or not a source of income in your retirement?

1. A retirement account like a traditional employer-provided pension, an individual retirement account (IRA) or retirement savings plan, such as a 401(k)?

3. Personal investments and/or savings accounts?

4. Social Security?

5. Employment during retirement?

6. Support from family/inheritance?

PUNCHES for Q4:

1. Major source of income

2. Minor source of income

3. Not a source of income

8. Don't know

9. Refused

[If more than 1 “MAJOR SOURCE” in Q4, ask Q5, else skip to Q6]

5. Which of the following sources do you think will provide you with the largest share of income in retirement? (Read List, SELECT ONLY ONE)

1-6 [LIST ALL SELECTED as MAJOR SOURCE in Q4]

7. (vol) All equal

8. Don’t know

9 Refused

6. What is your one main source of information about what benefits you should expect to receive from Social Security when you retire? (Do not read; select only one)

Social Security Statement……………….1

SSA website……………………………………2

Call SSA ………………………….3

Write SSA…………………………………………4

Visit SSA office…………5

Accountant or tax preparer…………………………………….6

Tax software………………….7

Financial planner……………8

Other (specify)……………………….9

7. [Read If Q6 NE 1 (SS Statement): “The Social Security Administration provides a notice of yearly lifetime earnings covered under Social Security and estimated future benefits for workers age 25 and over. It is known as the Social Security Statement.” When did you get your last Statement from the Social Security Administration dealing with your Social Security benefits? Was it…..?

1. Within the last 3 months

2. 4 to 6 months ago

3. 7 to 12 months ago

4. More than 1 year ago

5. Never got one SKIP TO Q37

6. (vol) Don’t remember

7. (vol) Refuse

8. Have you already taken or are you likely to take any of the following actions as a result of receiving the Statement?

[ROTATE]

	Yes	No	DK (vol)	Ref (vol)
a. Keep the Statement with your important papers	1	2	3	4
b. Increase your personal savings	1	2	3	4
c. Change your financial plans for the future	1	2	3	4
d. Contact a financial planner	1	2	3	4
e. Contact the Social Security Administration	1	2	3	4
f. Reconsider your retirement date	1	2	3	4

9. What information was covered in the Statement you received? Anything else? [DO NOT READ LIST – MULTIPLE MENTION]

1. The amount of my Social Security (retirement, disability or survivor) benefit(s)

2. My earnings history

3. The future of Social Security (Commissioner’s Message)

4. Facts about Social Security (WEP/GPO)

5. Information about savings, investment, pension, or retirement accounts (Special Insert)

6. Something else, specify

7. I did not read it________________

8. I don’t remember

9. (vol) Refuse

10. Information about Social Security’s Website

11. Information about filing for Social Security benefits online

[Ask Q10 if Q9 = 7 (Didn’t read it); else skip to Q11]

10. Why didn’t you read your most recent Statement? [DO NOT READ; Multi-Mention; Probe]

1. Too early/not ready to retire yet

2. Concerned about longevity of Social Security program

3. Too busy/haven’t thought about it yet

4. Already made alternative retirement plans

5. Benefit amount too low/not enough for retirement

6. No interest/not important

7. Can’t afford to plan for retirement

8. Other (specify)

9. I read my Statement online

18. Don’t know

19. Refused

11. Have you ever used the information in the Statement to help plan for your retirement?

1. Yes

2. No SKIP TO Q13

3. (vol) Don’t know SKIP TO Q14

4. (vol) Refuse SKIP TO Q14

12. How have you used the information in the Statement to help plan for your retirement? Anything else? [DO NOT READ; Multi-Mention; PROBE]

1. I have never used it (Skip to Q13)

2. Advised me of benefit amount I can expect to receive

3. To calculate if I will need/how much supplemental income I will need

4. Adjusted/increased my savings account

5. Used as a guide/created a budget for when I retire

6. Went to/gave to a financial planner

7. Adjusted/increased my 401K plan

8. Other Specify

18. Don’t know

19. Refused

SKIP TO Q14

13. Why haven’t you used the information from the Statement to plan for your retirement? Anything else? [do not read; Multi-Mention; PROBE]

1. Too early/not ready to retire yet

2. Concerned about longevity of Social Security program

3. Too busy/haven’t thought about it yet

4. Already made alternative retirement plans

5. Benefit amount too low/not enough for retirement

6. No interest/not important

7. Can’t afford to plan for retirement

8. Other (specify)

18. Don’t know

19. Refused

[If Q9 = 7, Skip to Q15; else continue.]

14. What is the first thing you READ when you received the Statement? [DO NOT READ – MARK ONLY ONE]

1. The message on the front from the Commissioner of Social Security

2. Amount of my estimated benefits

3. My earnings information

4. Information about the Windfall Elimination Provision (WEP)

5. Information about the Government Pension Offset (GPO)

8. Filed it without reading it or looking at it

9. Did nothing with it

10. Threw it away

11. Other, specify ______________________

12. (vol) Don’t remember

13. (vol) Refuse

14. Information about Social Security’s Website

15. Information about filing for Social Security benefits online

[Ask Q15 if Q14 = 8, 9, or 10 (Didn’t read it); else skip to Q16

15. Why didn’t you read your most recent Statement? [do not read; Multi-Mention; PROBE]

1. Too early/not ready to retire yet

2. Concerned about longevity of Social Security program

3. Too busy/haven’t thought about it yet

4. Already made alternative retirement plans

5. Benefit amount too low/not enough for retirement

6. No interest/not important

7. Can’t afford to plan for retirement

8. Other (specify)

18. Don’t know

19. Refused

FOR ITEMS a-e DO NOT ASK IF MENTIONED IN Q14 ITEMS 1 to 5

16. Which of the following parts of the Statement do you remember reading?

	Yes	No	DK (vol)	Ref (vol)
a. The message from the Commissioner on the front	1	2	3	4
b. The amount of your retirement benefit	1	2	3	4
c. The accuracy of your reported earnings	1	2	3	4
d. The information about the Windfall Elimination Provision (WEP)	1	2	3	4
e. The information about the Government Pension Offset (GPO)	1	2	3	4
f. The list of publications and information sources on the back page	1	2	3	4

IF Q14=1 OR Q16a=YES ASK Q17. ELSE SKIP TO Q19.

17. How thoroughly did you read the message from the Commissioner that was on the first page of the most recent Statement that you received? Would you say very thoroughly, somewhat thoroughly, just skimmed it, or didn’t read it at all?

1. Very thoroughly

2. Somewhat thoroughly

3. Just skimmed it

4. Did not read it at all SKIP TO Q19

5. (vol) Don’t remember SKIP TO Q19

6. (vol) Refuse SKIP TO Q19

18. I’m going to read a series of phrases about the Commissioner’s Message. For each phrase, please tell me the extent to which you agree or disagree. Would you say you completely agree, somewhat agree, neither agree nor disagree or somewhat disagree, or completely disagree?

The Commissioner’s Message…. [ROTATE]	CA	SWA	N A/D	SD	CD	Don’t Know (vol)	Ref (vol)
Contains important information	1	2	3	4	5	8	9
Is well organized	1	2	3	4	5	8	9
Is clear and concise	1	2	3	4	5	8	9
Is missing key information	1	2	3	4	5	8	9
Is written in a language I understand	1	2	3	4	5	8	9

IF Q14=2 OR Q16b=YES ASK Q19. ELSE SKIP TO Q21.

19. Now I’d like for you to think about the information in the Statement about the amount of your retirement benefit. For each phrase, please tell me the extent to which you agree or disagree. Would you say you completely agree, somewhat agree, neither agree nor disagree or somewhat disagree, or completely disagree.

The information about the retirement benefit …. [ROTATE]	CA	SWA	N A/D	SD	CD	Don’t Know (vol)	Ref (vol)
Contains important information	1	2	3	4	5	8	9
Is well organized	1	2	3	4	5	8	9
Is clear and concise	1	2	3	4	5	8	9
Is missing key information	1	2	3	4	5	8	9
Is written in a language I understand	1	2	3	4	5	8	9

20. Was the retirement benefit amount about what you thought you would get, more than you thought, or less than you thought you would get?

1. About what I thought I would get

2. More than I thought I would get

3. Less than I thought I would get

4. (vol) Don’t know

5. (vol) Refused

IF Q14=4 OR Q16d=YES SKIP TO Q22. ELSE ASK Q21.

21. In your most recent Statement, do you remember reading about the Windfall Elimination Provision (WEP), which reduces your own Social Security retirement benefit when you receive a pension based on work on which you did not pay Social Security taxes (FICA)?

1. Yes

2. No SKIP TO Q24

3. (vol) Don’t know SKIP TO Q24

4. (vol) Refuse SKIP TO Q24

22. I’m going to read a series of phrases about the Windfall Elimination Provision section. For each phrase, please tell me the extent to which you agree or disagree. Would you say you completely agree, somewhat agree, neither agree nor disagree or somewhat disagree, or completely disagree? (SEC, Q12)

The section on the Windfall Elimination Provision…. [ROTATE]	CA	SWA	N A/D	SD	CD	Don’t Know (vol)	Ref (vol)
Contains important information	1	2	3	4	5	8	9
Is well organized	1	2	3	4	5	8	9
Is clear and concise	1	2	3	4	5	8	9
Is missing key information	1	2	3	4	5	8	9
Is written in a language I understand	1	2	3	4	5	8	9

23. Do you think your benefits will be reduced by the Windfall Elimination Provision (WEP)?

1. Yes

2. No

3. (vol) Don’t know/Not sure

4. (vol) Refuse

IF Q14=5 OR Q16e=YES SKIP TO Q25. ELSE ASK Q24a.

24. Do you remember reading about the Government Pension Offset (GPO), which reduces your Social Security benefit as a current or former spouse, or widow or widower, if you receive a pension based on your own work on which you did not pay Social Security taxes (FICA)?

1. Yes

2. No SKIP TO Q27

3. (vol) Don’t know SKIP TO Q27

4. (vol) Refuse SKIP TO Q27

25. I’m going to read a series of phrases about the Government Pension Offset section. For each phrase, please tell me the extent to which you agree or disagree. Would you say you completely agree, somewhat agree, neither agree nor disagree or somewhat disagree, or completely disagree.

The section on the Government Pension Offset …. [ROTATE]	CA	SWA	N A/D	SD	CD	Don’t Know (vol)	Ref (vol)
Contains important information	1	2	3	4	5	8	9
Is well organized	1	2	3	4	5	8	9
Is clear and concise	1	2	3	4	5	8	9
Is missing key information	1	2	3	4	5	8	9
Is written in a language I understand	1	2	3	4	5	8	9

26. Do you think your own benefits will be reduced by the Government Pension Offset (GPO)?

1. Yes

2. No

3. (vol) Don’t know/Not sure

4. (vol) Refuse

IF AGE 60 OR OVER, ASK Q27; IF AGE 25, SKIP TO Q30; ELSE SKIP TO Q33

27. Did you read the additional one-page insert that was included with your Statement? The one-page insert was entitled “Thinking of Retiring?” ?

1. Yes

2. No SKIP TO Q29

3. (vol) Don’t know SKIP TO Q33

4. (vol) Refuse SKIP TO Q33

28. I’m going to read a series of phrases about the one-page “Thinking of Retiring?” insert. For each phrase, please tell me the extent to which you completely agree, somewhat agree, neither agree nor disagree or somewhat disagree, or completely disagree.

The “Thinking of Retiring?” insert…. [ROTATE]	CA	SWA	N A/D	SD	CD	Don’t Know (vol)	Ref (vol)
a. Contains important information	1	2	3	4	5	8	9
b. Is well organized	1	2	3	4	5	8	9
c. Is clear and concise	1	2	3	4	5	8	9
d. Is missing key information	1	2	3	4	5	8	9
e. Is written in a language I understand	1	2	3	4	5	8	9

Skip to Q33

29. Why didn’t you read the one-page insert entitled “Thinking of Retiring?”?[do not read; Multi-Mention; PROBE]

1. Too early/not ready to retire yet

2. Didn’t receive insert/don’t remember seeing insert

3. Too busy/haven’t thought about it yet

4. No interest/not important

5. Already retired

6. Already made alternative retirement plans

7. Only interested in the benefits/numbers

8. Other (Specify)

18 Don’t know

19 Refused

SKIP TO Q33

30. Did you read the one-page insert entitled ”Welcome to Social Security – What’s In It For You”?

1. Yes

2. No SKIP TO Q32

3. (vol) Don’t know SKIP TO Q33

4. (vol) Refuse SKIP TO Q33

31. I’m going to read a series of phrases about the ”Welcome to Social Security – What’s In It For You” one-page insert. For each phrase, please tell me whether you completely agree, somewhat agree, neither agree nor disagree or somewhat disagree, or completely disagree. (SEC- Q12)

The “Welcome to Social Security – What’s in it for you” insert…. [ROTATE]	CA	SWA	N A/D	SD	CD	Don’t Know (vol)	Ref (vol)
a. Contains important information	1	2	3	4	5	8	9
b. Is well organized	1	2	3	4	5	8	9
c. Is clear and concise	1	2	3	4	5	8	9
d. Is missing key information	1	2	3	4	5	8	9
e. Is written in a language I understand	1	2	3	4	5	8	9

Skip to Q33

32. Why didn’t you read the insert entitled ”Welcome to Social Security – What’s In It For You”?[do not read; Multi-Mention; PROBE]

1. Too early/not ready to retire yet

2. Didn’t receive insert/don’t remember seeing insert

3. Too busy/haven’t thought about it yet

4. No interest/not important

5. Already retired

7. Only interested in the benefits/numbers

8. Concern about longevity of Social Security program

9. Other (specify)

10. I read my Statement in other years and did not read it this year

18 Don’t know

19 Refused

33. Now I would like you to rate your satisfaction with various features of the Social Security Statement. For each area that I read, I would like you to tell me if you are very satisfied, somewhat satisfied, neither satisfied nor dissatisfied, somewhat dissatisfied, or very dissatisfied. The first one is [ROTATE ORDER]; would you say you are generally [READ ANSWERS EVERY THIRD TIME]?

	Very sat	Some-what sat	Nei.	Some-what dis	Very dis	Don’t remem (vol)	Ref (vol)
a. Readability of the print	1	2	3	4	5	6	7
b. The amount of information presented	1	2	3	4	5	6	7
c. Usefulness in planning for retirement	1	2	3	4	5	6	7
d. Information about retirement benefits	1	2	3	4	5	6	7
e. Information about savings and investments	1	2	3	4	5	6	7
f. Information about survivor benefits	1	2	3	4	5	6	7
g. Information about disability benefits	1	2	3	4	5	6	7
h. Information about the financial outlook of Social Security in the future	1	2	3	4	5	6	7
i. Information about www.socialsecurity.gov..............	1	2	3	4	5	6	7
j. Information about filing for benefits online…………………………………………………….	1	2	3	4	5	6	7

34. Overall, how satisfied are you with the Social Security Statement – would you say you are very satisfied, somewhat satisfied, neither satisfied nor dissatisfied, somewhat dissatisfied, or very dissatisfied?

1. Very satisfied

2. Somewhat satisfied

3. Neither satisfied nor dissatisfied

4. Somewhat dissatisfied

5. Very dissatisfied

6. (vol) Don’t know

7. (vol) Refuse

37. Have you ever visited the Social Security website (www.socialsecurity.gov)?

1. Yes

2. No SKIP TO Q38a

3. (vol) Not sure SKIP TO Q38a

4. (vol) Refuse SKIP TO Q38a

38. Why did you visit www.socialsecurity.gov? [DO NOT READ ANSWERS - MARK ALL THAT APPLY]

1. Get general information about Social Security

2. Get an answer to a specific benefits question

3. See what forms and publications were available

4. Obtain a specific form

5. Obtain a specific publication

6. Get an estimate of my retirement benefits (using the benefits calculator)

7. Learn about Government Pension Offset (GPO)

8. Learn about Windfall Elimination Provision (WEP)

9. Learn about filing for benefits on the Internet

10. File a claim for benefits on the Internet

11. Learn what is new about Social Security

12. Other, specify _______________

13. None of these

ADD:14. Get/see my Social Security Statement (SKIP TO Question 38b)

15. (vol)Not sure/don’t remember

[IF Q.38=14, SKIP TO 38b]

38a. Did you know that you can get your Social Security Statement online?

1. Yes

2. No SKIP TO Q39

3. (vol) Not sure SKIP TO Q39

4. (vol) Refuse SKIP TO Q39

38b. How did you learn that you can get your Social Security Statement online? [DO NOT READ CHOICES]

1. Read about in AARP magazine

2. Read about in another magazine [Spec]

3. Heard about it on television

4. Read about it in the newspaper

5. Heard about it online

6. A friend or relative told me/ word of mouth

7. My accountant/financial advisor

8. Through my Social Security Statement in the mail

18. Other specify

28. (vol) Not sure

29. (vol) Refuse

38c. [IF Q38 = "N0" "NS" or "R" READ IN: "Now that you know,"] How likely do you think you will be to go online and get your Social Security Statement sent to you by email? - very likely, somewhat likely, neither likely nor unlikely, somewhat unlikely, or very unlikely?

1. Very likely

2. Somewhat likely

3. Neither likely nor unlikely

4. Somewhat unlikely

5. Very unlikely

6. Not sure

7. refused

IF Q38=9, LEARNING ABOUT FILING FOR BENEFITS ON THE INTERNET, OR

IF Q38=10, FILING A CLAIM FOR BENEFITS ON THE INTERNET, SKIP TO N40

39. Did you know you could file for Social Security benefits online?

1. Yes

2. No SKIP TO Q41

3. (vol) Not sure SKIP TO Q41

4. (vol) Refuse SKIP TO Q41

40. How did you learn that you can apply online for Social Security benefits? (DO NOT READ; MARK ALL THAT APPLY)

1. Social Security Statement

2. Social Security’s website (www.socialsecurity.gov)

3. Social Security local office

4. Social Security public service announcement

5. From a Social Security webinar

6. From some other Social Security publication

7. From a Social Security presentation or meeting

8. Online ad/Public Service Announcement for Social Security

9. Facebook or Twitter

18. Other, specify _____________________________

28 (vol) Not sure/Don’t know

29 (vol) Refuse

41. [IF Q39 = "N0" "NS" or "R" READ IN: "Now that you know,"] How likely do you think you will be to apply for your Social Security Retirement Benefits over the Internet - very likely, somewhat likely, neither likely nor unlikely, somewhat unlikely, or very unlikely?

1. Very likely SKIP TO D2

2. Somewhat likely SKIP TO D2

3. Neither likely nor unlikely SKIP TO D2

4. Somewhat unlikely

5. Very unlikely

6. (vol) Didn’t know I could SKIP TO D2

7. (vol) Don’t know SKIP TO D2

8. (vol) Refuse SKIP TO D2

Now, a few last questions for statistical purposes...

D1. INTERVIEWER: RECORD SEX IF KNOWN. IF NOT KNOWN, ASK: Are you...?

1. Male

2. Female

D2. Do you consider yourself to be of Hispanic, Latino or Spanish origin?

1. Yes

2. No

D3. Which of the following best describes you? IF NEEDED:(You may choose one or more.)

1. American Indian or Alaska Native

2. Asian

3. Black or African American

4. Native Hawaiian or Other Pacific Islander

5. White ____________

8. (vol) Don’t know

9. (vol) Refuse

10. Other (specify)

D4. What is the last year or grade of school you completed?

1. Less than high school graduate

2. High school graduate (GED)

3. Some college

4. Trade/technical/vocational training

5. College graduate

6. Post Graduate work/degree

7. (vol) Don’t know

8. (vol) Refuse

D5. Are you now married, widowed, divorced, separated or have you never married?

1. Married

2. Widowed

3. Divorced

4. Separated

5. Never married

D6. Which of the following categories best describes your total 2011 household income before taxes?

1. Less than $25,000

2. $25,000 to less than $35,000

3. $35,000 to less than $50,000

4. $50,000 to less than $75,000

5. $75,000 to less than $100,000

6. $100,000 or more

7. (vol) Don’t know

8. (vol) Refuse

D7. Is your home owned or rented (AARP, Z-1)

1. Owned

2. Rented

8. (vol) Don’t know

9. (vol) Refuse

That completes the interview. What you've told us is very important, and we'd like to thank you for your time and assistance. If you have any other questions about the survey later on, you can call us toll-free at 1-888-772-4269 ext. 5751.

NOTE TO INTERVIEWER:

IF THE RESPONDENT DOES NOT WANT TO COMMENT ON THE TIME ESTIMATE, YOU DO NOT NEED TO READ THE STATEMENT BELOW. IF THE RESPONDENT DOES WANT TO COMMENT, PLEASE READ THE STATEMENT.

PAPERWORK REDUCTION ACT STATEMENT: This information collection meets the requirements of 44 U.S.C. § 3507, as amended by section 2 of the Paperwork Reduction Act of 1995. The Office of Management and Budget approval number for this information collection is 0960-0788. We estimated that it would take about 11 minutes to participate in this survey. Send only comments on our time estimate to: SSA, 6401 Security Blvd., Baltimore, MD 21235-6401.

Thank you.

10/19/12 5571 SSA Statement Follow-up #4 – page 15