For the initial disability claimants, mid-process survey is used to get satisfaction ratings on ease of filing a disability application and overall opinion of the agency’s service. SSA, Social Security Administration also surveys after an initial disability decision is made to get ratings for ease of filing disability applications and overall opinion of service, breaking out ratings separately for claimants who are awarded benefits and for those who are denied benefits. Similarly, claimants are surveyed after a hearing level decision is made to get ratings on the hearing experience and overall opinion of the agency’s service, breaking out ratings separately for claimants who are awarded benefits and for those who are denied benefits.
Data from federal fiscal year 2008 onwards is included. SSA did not conduct the initial disability survey in 2013 and 2015 and hearing survey in 2014. In 2016 either of the surveys were not conducted. In this dataset, SSA defines “satisfaction” as an overall service rating of excellent, very good or good (E/VG/G) on a six-point scale: excellent, very good, good, fair, poor, or very poor. Percent “satisfied” is determined by dividing the number of responders who rate overall service as E/VG/G by the total number of responders providing a rating. For each fiscal year included in the dataset, the satisfaction rate for overall service is rounded to the nearest whole number. For initial disability claims, SSA also provides the rate for ease of filing the application and for hearing level decisions, the rating of the hearing experience is provided. The data displayed in the dataset are based on results of the following surveys conducted annually through FY 2012. Effective with FY 2013, initial claims and hearing surveys were conducted in alternate years, beginning with Initial Claims in FY 2013.
– Disability initial claims mid-process survey: conducted by mail while the disability decision was still pending with a random sample of approximately 10,000 claimants.
– Disability award survey: conducted by mail with a random sample of approximately 10,000 awarded claimants.
– Disability denial survey: conducted by mail with a random sample of approximately 10,000 denied claimants.
– Hearing award survey: conducted by mail with a random sample of approximately 15,000 claimants with a recent favorable hearing decision on their disability claim.
– Hearing denial survey: conducted by mail with a random sample of approximately 15,000 claimants with a recent unfavorable hearing decision on their disability claim.
Statistical Methodology includes that satisfaction rates represents a mean value of the upper and lower limits of a calculated variability range. The mathematical formula used to establish these limits consider the size of the sample and the satisfaction rate found. The formula uses a mathematical calculation to produce a variability range acceptable at a 95-percent confidence level.