IMPAQ fielded two customer satisfaction surveys by mail for the Social Security Administration (SSA), with a sample of individuals who recently visited an SSA office.
The first, the Office Visitor Survey, surveyed people who went to their local SSA field office or hearing office. The second, the Social Security Card Center Survey, surveyed people who visited a Social Security Card Center.
Each survey is sent by mail to a sample of about 5000 visitors. The sample is received for each survey over an 8-week period, and each respondent receives a pre-notification postcard and a survey packet (survey, cover letter, and business reply envelope), followed by a follow-up mailing to those who have not responded. At the end of the data collection period, we deliver a data set from each survey to SSA.
Our work in this area includes managing mail surveys and mail rooms, data collection by mail, and creating and performing quality control on data sets.