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Measuring ROI on ACSI Surveys at SSA

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The document discusses measuring return on investment (ROI) from American Customer Satisfaction Index (ACSI) surveys of Social Security Administration websites. It finds that the main site survey shows high satisfaction and value from a 2003 redesign. The FAQ survey shows a reduction in high-cost support channels due to the FAQs. The Retirement Planner survey shows value from the planner but an opportunity to improve the online application. The ISBA survey clarifies priorities in focusing limited resources.

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Measuring ROI on ACSI Surveys Tim Evans Social Security Administration Office of Electronic Services [email_address]
Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object]
SSA and ACSI ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
SSA ROI for ACSI Surveys--Summary ,[object Object],[object Object],[object Object],[object Object]
Main Site Survey, Q3/04 http://www.socialsecurity.gov ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Compare to ForeSee Results Benchmarks ,[object Object],[object Object],[object Object],[object Object]
2003 Site Redesign ,[object Object],[object Object],[object Object],[object Object]
SSA FAQ’s Survey, Q3/04 http://ssa-custhelp.ssa.gov/cgi-bin/ssa.cfg/php/enduser/entry.php ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Custom Questions Results Reveal ROI--#1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Custom Questions Results Reveal ROI--#2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Key Comparisons for 2 Questions ,[object Object],[object Object],[object Object],[object Object]
ROI—Reduction Use of High-Cost Support Channels ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
SSA Retirement Planner Survey, Q3/04 http://www.socialsecurity.gov/r&m1.htm ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
SSA Retirement Planner Survey, Q3/04--Futures ,[object Object],[object Object],[object Object],[object Object],[object Object]
Retirement Planner—Custom Question ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Pew Internet Study http://www.pewinternet.org/PPF/r/128/report_display.asp ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Pew Internet Study—Cont’d ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What Does This Tell Us About ROI for Retirement Planner? ,[object Object],[object Object],[object Object]
Internet Social Security Benefit Application (ISBA) ,[object Object],[object Object],[object Object],[object Object],[object Object]
ISBA and ROI Lessons ,[object Object],[object Object],[object Object],[object Object],[object Object]
Wrap ,[object Object],[object Object],[object Object],[object Object],[object Object]
SSA Conclusions ,[object Object],[object Object],[object Object],[object Object]

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Measuring ROI on ACSI Surveys at SSA

  • 1. Measuring ROI on ACSI Surveys Tim Evans Social Security Administration Office of Electronic Services [email_address]
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