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2011
Customer Satisfaction Survey
How Has The
Office of Personnel Management
Served You?
Form Approved:
OMB Number: 3206-0236
UNITED STATES OFFICE OF PERSONNEL MANAGEMENT
Washington, DC 20415
Retirement Services
A Message from the Associate Director
of Retirement Services
Dear Friend:
The U.S. Office of Personnel Management serves over 2.5 million Federal annuitants and
survivor annuitants, and we work to provide high quality retirement benefit services to
you, our customers. You earned these benefits by serving your country, and we must
provide services that match the commitment you made to public service.
This survey collects feedback on satisfaction with our retirement program products and
services. You were selected from a random sample of Federal annuitants and survivor
annuitants. Your participation is voluntary, and any information you provide will be kept
confidential. This information will help us determine areas that need improvement.
We will report the survey results to the President and Congress so they can assess how
we are doing on meeting our goals and carrying out our mission. One way we do this is
by maintaining a world-class benefits program. Your participation in this survey will
help us retain and build the workforce. This means you continue to serve your country,
and for that, we thank you.
Sincerely,
William Zielinski
Associate Director
Retirement Services
__________________________________________________________________________________________________________________________________________________
www.servicesonline.opm.gov
Recruit, Retain, and Honor a World Class Workforce to Serve the American People
www.opm.gov/retire
U.S. Office of Personnel Management
Retirement Services
FY 2011 Customer Satisfaction Survey
Purpose of this Survey
Every year the Office of Personnel Management (OPM) sets new goals for improving the retirement services we provide
to Federal annuitants. To reflect how well we meet these goals, our survey focuses on retirees who had a transaction with
us during the last year (from October 1, 2010). This includes Long-Time Retirees (retired before October 1, 2010) who
contacted us for service regarding their retirement accounts, and New Retirees (retired on or after October 1, 2010) who
initially applied for retirement benefits or contacted us for service regarding their new accounts.
Instructions
Please read the instructions carefully. Respond directly in the survey booklet, using pen or pencil. If you wish to change a
response, erase it or cross it out. Some questions may not pertain to you; please mark these with the “No Basis to Judge”
response. For most of the questions, you will mark only one response, but a few questions noted as “Mark ALL that
apply” allow for multiple responses. The last section of this survey is for New Retirees; Long-Time Retirees should not
answer questions in the last section. If you wish to make written comments for any question, space is provided at Question
41, page 10.
Please return the completed questionnaire in the postage-paid envelope within 14 days to:
U.S. Office of Personnel Management
Customer Satisfaction Survey
Retirement Operations Center - Mail Prep
Attn: MI - TRB, Room 4316
PO Box 45
Boyers, PA 16020-9981
Questions
If you have questions about this survey, we will be happy to help you. Please call collect at 202-606-0283 (8:30 a.m. to
5 p.m., EST, Monday through Friday), or email us at: mib_survey@opm.gov.
Questions about your retirement claim or benefits should be directed to our Retirement Information Office at our toll-free
number: 1-888-767-6738. You can also visit us at our Web site: www.opm.gov/retire.
Please continue
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Frequently asked questions about the
Customer Satisfaction Survey
What is the cost of doing the survey?
Printing and mail/return postage costs about $3,000. This is mostly a one-person task, with a GS-13 program analyst
devoting about ten percent of annual staff hours to producing the survey and analyzing the results.
Why can't the survey be taken on-line via the OPM web site?
We know from one of the survey questions that about 67 percent of our customers use the internet. We do not want to
exclude the considerable number of non-internet users from the survey. To keep it simple, we rely on one method, a
mailed survey. The percentage of internet users grows each year; in the near future we plan to do a survey completely
online.
How is the validity of the survey results assured?
The survey results are subject to random audits by OPM's Office of the Inspector General.
Public Burden Statement
We estimate providing this information takes an average 25 minutes per survey, including the time for reviewing
instructions, getting the needed data, and reviewing the requested information. Send comments regarding our estimate
or any other aspect of this survey, including suggestions for reducing completion time, to the U.S. Office of Personnel
Management, Retirement Services Publications Team (3206-0236), Washington, DC 20415-3430. The OMB Number,
3206-0236, is currently valid. OPM may not collect information, and you are not required to respond, unless this number
is displayed.
Privacy Act Statement
In accordance with Public Law 93-579 (Privacy Act of 1974), the providing of personal information is completely
voluntary. Collection of this information is authorized by Sections 1002, 3301, and 3304 of Title 5, U.S. Code.
Your responses to this survey are voluntary and there is no penalty for not responding. However, maximum participation
is encouraged so that the data will be complete and representative.
The principal purpose in collecting this information is to study and report attitudes and perceptions of Federal annuitants
regarding the retirement services provided to them by the U.S. Office of Personnel Management (OPM). Your responses
will be used to improve these services.
Only OPM staff involved in collecting or preparing this information for analysis will have access to completed surveys.
The information you provide will be analyzed and reported for the whole Federal annuitant population.
In any public release of survey results, no data will be disclosed that could be used to identify specific individuals and
your individual responses will be treated confidentially.
ii
Customer Satisfaction Survey
When answering the following questions, refer only to
your monthly Federal annuitant or survivor annuitant
payments, and your experiences since October 1, 2010.
3.
Long-Time and New Retirees
Whether you retired many years ago or just recently, and
if you contacted us for service or information on your
Federal retirement account on or after October 1, 2010,
please answer the following questions regarding how
well OPM Retirement Services served you.
1.
Once
r B.
Twice
Strongly Disagree
r B.
Disagree
r D. Agree
4.
r E.
Strongly Agree
r F.
No Basis to Judge
r C. Three times
It is easy to find someone from OPM
Retirement Services who can answer
my questions.
r D. Four or more times
r A.
Strongly Disagree
r B.
Disagree
r E.
2.
r A.
r C. Neither Disagree/Agree
Since October 1, 2010, how many times did
you contact OPM Retirement Services
(telephone, letter, Internet, etc.)?
r A.
Assistance from OPM Retirement Services
is provided at a time that is convenient to
me (Monday - Friday, 7:30 a.m. to 7:45 p.m.
Eastern Standard Time).
Not at all
r C. Neither Disagree/Agree
It is easy to do business with OPM
Retirement Services.
r D. Agree
r A.
Strongly Disagree
Strongly Agree
r B.
r E.
Disagree
r F.
No Basis to Judge
r C. Neither Disagree/Agree
r D. Agree
r E.
Strongly Agree
Please continue
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5.
What difficulties, if any, have you
experienced in trying to find someone in
OPM Retirement Services to assist you?
(Mark ALL that apply)
r A.
r B.
6.
No difficulties
Telephone rang without
answer or stayed busy
How do you usually request OPM
Retirement Services information, services,
or products? (Mark only ONE response)
r A.
Telephone
r B.
E-mail
r C. Internet
r C. Phone messages not returned
r D. Postal mail
r D. Phone calls transferred
multiple times
r E.
r F.
7.
Left on hold for a long time
on the phone
Automated phone service
difficult to use
r G. E-mail was forwarded
r K.
r L.
Telephone
r B.
E-mail
r D. Postal mail
r H. E-mail was not answered
r J.
r A.
r C. Internet
multiple times
r I.
How do you prefer to receive OPM
Retirement Services information, services,
or products? (Mark only ONE response)
Letters not answered in a
timely manner
8.
OPM’s automated phone system
(1-888-767-6738) is easy to use.
Letters not answered
r A.
Strongly Disagree
I have not tried to find
someone
r B.
Disagree
Other (specify):
r C. Neither Disagree/Agree
r D. Agree
2
r E.
Strongly Agree
r F.
No Basis to Judge
New questions for 13- 15. Numbers changed starting at
16.
9.
Do you use the Internet?
r A.
No
r B.
Yes
13. OPM Retirement Services personnel are
courteous.
now
#. 16
r A.
Strongly Disagree
r B.
Disagree
r C. Neither Disagree/Agree
10. To learn about retirement related services,
have you accessed OPM’s Web site
www.opm.gov/retire since October 1, 2010?
r D. Agree
r A.
No
r E.
Strongly Agree
r B.
Yes
r F.
No Basis to Judge
11. I would like to see the following features
added to the retirement web site
(www.opm.gov/retire):
r A.
File for retirement on-line
r B.
Chat
14. OPM Retirement Services personnel are
knowledgeable.
r D. Informational videos
r F.
Other (specify):
r B.
Disagree
r D. Agree
emails
Not sure/Not interested
Strongly Disagree
r C. Neither Disagree/Agree
r C. Sign up to receive selected
r E.
r A.
r E.
Strongly Agree
r F.
No Basis to Judge
15. OPM Retirement Services personnel are
able to clearly explain their products and
services.
12. To make an on-line customer service
transaction, have you accessed OPM's web
site www.servicesonline.opm.gov since
October 1, 2010?
r A.
Strongly Disagree
r B.
Disagree
r C. Neither Disagree/Agree
r D. Agree
r A.
No
r E.
Strongly Agree
r B.
Yes
r F.
No Basis to Judge
Please continue
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19. OPM Retirement Services personnel keep
accurate records.
16. When someone in OPM Retirement Services
does not know the answer, they refer me to
an expert who does.
r A.
Strongly Disagree
r B.
Disagree
r F.
No Basis to Judge
Strongly Disagree
r B.
Disagree
r F.
No Basis to Judge
Strongly Disagree
r B.
Disagree
r F.
No Basis to Judge
r A.
Strongly Disagree
r B.
Disagree
r E.
Strongly Agree
r F.
No Basis to Judge
r A.
Strongly Disagree
r B.
Disagree
r D. Agree
r D. Agree
Strongly Agree
No Basis to Judge
r C. Neither Disagree/Agree
r C. Neither Disagree/Agree
r E.
r F.
21. The communications materials I received
from OPM Retirement Services were clear
and understandable (e.g., letters, written
information).
18. OPM Retirement Services personnel give me
accurate information.
r A.
Strongly Agree
r D. Agree
r D. Agree
Strongly Agree
r E.
r C. Neither Disagree/Agree
r C. Neither Disagree/Agree
r E.
Disagree
20. OPM Retirement Services personnel
provides services when promised.
17. I am satisfied with the amount of time
it took OPM Retirement Services personnel
to respond to the correspondence I wrote on
or after October 1, 2010.
r A.
r B.
r D. Agree
r D. Agree
Strongly Agree
Strongly Disagree
r C. Neither Disagree/Agree
r C. Neither Disagree/Agree
r E.
r A.
4
r E.
Strongly Agree
r F.
No Basis to Judge
22. I am satisfied with the appearance of
manuals, brochures, reports, and other
communications materials (e.g., OPM
Retirement Services Web site, account
statements) prepared by OPM Retirement
Services.
r A.
Strongly Disagree
r B.
Disagree
25. Since October 1, 2010, I experienced a
customer service problem with my annuity
account in the following areas: (Mark ALL
that apply).
r A.
r B.
Initial claim for retirement
benefits
Initial claim for survivor
benefits
r C. Neither Disagree/Agree
r C. Allotment
r D. Agree
r D. Cost of living increase
r E.
Strongly Agree
r E.
Federal tax withholding
r F.
No Basis to Judge
r F.
State tax withholding
r G. Change in health benefits
plans or options
23. Problems and complaints are resolved
quickly by OPM Retirement Services
personnel.
options
r A.
Strongly Disagree
r B.
Disagree
r
r H. Change in life insurance
r I.
r J.
C. Neither Disagree/Agree
r D. Agree
r K.
r E.
Strongly Agree
r F.
r L.
No Basis to Judge
Change in mailing address
Direct deposit of annuity
payment
Adjust annuity after change in
marital status
I have not experienced a
problem
r M. Other (specify):
24. OPM Retirement Services personnel are
flexible in finding solutions to problems.
r A.
Strongly Disagree
r B.
Disagree
r C. Neither Disagree/Agree
r D. Agree
r E.
Strongly Agree
r F.
No Basis to Judge
Please continue
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26. If you applied for survivor annuitant benefits
on or after October 1, 2010, as the result of
the death of a Federal retiree, how satisfied
were you with the assistance you received
from OPM Retirement Services in filing the
paperwork needed to obtain benefits?
r A.
Very Dissatisfied
r B.
Dissatisfied
New Retirees Only - Please
Continue with the Survey
If you retired from Federal service on or after October 1,
2010, please answer the following questions regarding
how well OPM and your agency served you during your
initial retirement process. Long-Time retirees (retired
before October 1, 2010) should not answer these final
questions.
r C. Neither Dissatisfied/Satisfied
28. In most cases, Interim Payments are paid
until an applicant’s annuity claim is
processed and regular payments begin. Was
this the case for your initial annuity claim?
r D. Satisfied
r E.
Very Satisfied
No
r F.
r A.
No Basis to Judge
r B.
Not Sure
r C. Yes
27. Overall, how satisfied are you with the
services you received from OPM Retirement
Services since October 1, 2010?
r A.
Very Dissatisfied
r B.
Dissatisfied
r D. Not applicable; I did not need
interim payments
29. After your Interim Payments ended, was
your first regular retirement check
computed correctly?
r C. Neither Dissatisfied/Satisfied
r D. Satisfied
r E.
Very Satisfied
r A.
No, it was not correct
r B.
Not sure
r C. Yes, it was correct
Long-Time Retirees have no further questions to answer.
Thank you for answering these questions. We appreciate
your participation. New Retirees (retired on or after
October 1, 2010) should continue to answer the following
questions.
6
30. When you applied for retirement benefits,
how satisfied were you with how well OPM
Retirement Services handled all aspects of
your retirement claim?
r A.
Very Dissatisfied
r B.
Dissatisfied
33. Did you take retirement counseling?
Very Satisfied
31. OPM Retirement Services provided me with
useful information regarding my retirement.
Strongly Disagree
r B.
Disagree
r F.
No Basis to Judge
No
r B.
Not sure
New employee orientation
r B.
Mid-career
r D. More than 3 years before
retirement
r E.
r F.
1 to 3 years before
retirement
Less than 1 year before
retirement
r G. Agency did not provide
retirement counseling/
training
32. Were you offered retirement counseling?
r A.
r A.
employees
r D. Agree
Strongly Agree
Not sure
r C. Annual training open to all
r C. Neither Disagree/Agree
r E.
r B.
34. At what point in your Federal career did
your agency offer counseling or training
about retirement planning? (Mark ALL
that apply)
r D. Satisfied
r A.
No
r C. Yes
r C. Neither Dissatisfied/Satisfied
r E.
r A.
r H. Not sure
r C. Yes
Please continue
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36. How satisfied were you that the information
from your agency was accurate?
35. What did the counseling cover?
(Mark ALL that apply)
r A.
r B.
I did not receive retirement
counseling
Overview of retirement
benefits
r A.
Very Dissatisfied
r B.
Dissatisfied
r C. Neither Dissatisfied/Satisfied
r C. Amount of annuity
r D. Satisfied
r D. Survivor benefits
r E.
Very Satisfied
r E.
Health insurance benefits
r F.
No Basis to Judge
r F.
Life insurance benefits
r
37. How satisfied were you with how your
agency helped you take appropriate actions
(e.g., submitting retirement forms, decisions
on health/life insurance, etc.)?
G. Social Security benefits
r H. Thrift Savings Plan
r I.
Taxes
r A.
Very Dissatisfied
r J.
Long Term Care
r B.
Dissatisfied
r K.
Need for retirement savings
r C. Neither Dissatisfied/Satisfied
r L.
r D. Satisfied
How to calculate savings
needed for retirement
r M. Retirement life style
r N. Setting retirement goals
8
r E.
Very Satisfied
r F.
No Basis to Judge
38. How satisfied were you with how your
agency helped you learn what to expect
after you retired (e.g., how long until annuity
payments begin, tax withholding, etc.)?
r A.
Very Dissatisfied
r B.
Dissatisfied
40. Which of the following describes how you
planned your retirement? (Mark ALL that
apply)
r A.
r B.
counseling
r D. Satisfied
Very Satisfied
r F.
No Basis to Judge
Used agency provided
resources
r C. Received individual
r C. Neither Dissatisfied/Satisfied
r E.
Attended agency training
r D. Used outside sources
r E.
r F.
Did not plan for my
retirement
Not sure
39. How did your agency’s estimate of your
annuity compare to the annuity computed
by OPM?
r A.
r B.
Estimate was close to OPM’s
Estimate was significantly
different from OPM’s
r C. Did not receive estimate from
my agency
r D. Not sure
Please continue
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41. Comments or suggestions about products or services provided by OPM Retirement Services?
This completes the survey. Thank you for your participation.
10
11
United States Office of
Personnel Management
1900 E Street, NW
Washington, DC 20415
202-606-0283
mib_survey@opm.gov
RI 10-72
Revised June 2011
Previous editions are not usable.
| File Type | application/pdf |
| File Title | C:\Phyllis\RI 10\RI 10-072\2010\RI_10-072_2011 revised.vp |
| Author | phyllis |
| File Modified | 2012-03-29 |
| File Created | 2011-04-28 |