2004 Customer Satisfaction Survey

SSA is conducting customer satisfaction surveys in years two and five of the BPAO project Initiative as part of their program evaluation. The customer survey has be designed to elicited opinions of the information and services provided by benefits specialists in BPAO organizations, and addressed participant work activity before and after counseling.

2004 BPAO Customer Satisfaction Survey Results.

The first survey was conducted in the last quarter of calendar year 2002, with 1,764 individuals nationwide who had received intensive BPAO services. Findings resulted in statistically valid data at the national level. Overall, the survey found that:

• Participants Had a Very Positive View of the BPAO Program, with 89 percent of beneficiaries providing a rating of excellent, very good, or good.
• Benefits Specialists Received High Ratings for the Quality of Service Provided When Counseling Program Participants. This included the courtesy of the benefits specialist, time spent with the beneficiary, helpfulness, and information imparted as the result of the counseling.
• The Percent of Beneficiaries Who Reported That They Were Working Subsequent to Their Contact with the BPAO Increased By 19 Percentage Points to 47 Percent. Prior to receipt of benefits counseling, 28 percent of participants indicated that they were working.

For more information:

• Cover Letter from Martin Gerry Ticket to Work and Work Incentives Advisory Panel -- This letter was sent to Ms. Sarah Wiggins Mitchell, Chairperson for the Panel

• Survey Executive Summary -- This document highlights key survey results.

• Survey Summary (MS Word) This document includes the executive summary & the report of the survey results -- you may open and view the contents online or download and view later.