The U.S. Railroad Retirement Board (RRB) earned a score of 81 in a recent American Customer Satisfaction Index (ACSI) survey of individuals who applied for and received unemployment or sickness benefits from the agency. This is an increase of 6 points from the previous survey of this customer group in 2002, and almost 15 points higher than the most recent satisfaction score for the Federal government as a whole.
The areas evaluated by the survey included claims activity, telephone service and face-to-face contact with an agency representative. Claims activity received a score of 85, a slight increase over the prior survey, with respondents indicating that claim forms are easy to read and fill out.
Interactions with an agency employee on the phone scored 88, a key measure since 83 percent of customers contact the RRB by telephone. Face-to-face contact, utilized by about a third of customers, scored even higher at 92.
Click here to read the full release from the RRB.
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