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The U.S. Railroad Retirement Board (RRB) recently scored 90 out of a possible 100 points in an American Customer Satisfaction Index (ACSI) survey.
In June and July, ACSI surveyed widow/widowers and retirees and/or their spouses who received payment from the board between Jan. 1 and May 31, 2005. Respondents rated the RRB in three categories.
The board garnered its highest score in customer service with a 94. Respondents noted the RRB’s courtesy, professionalism, responsiveness and information accuracy.
Under the “confidence index” and “survivor benefit process” categories, the board scored a 92 and 88, respectively. A majority of the respondents were “pleased with the ease of the [benefit] process and with the amount of supporting documentation required,” RRB officials said in a prepared statement.
In two previous ACSI surveys conducted in 2002 and 2001 — the only other RRB-rated surveys — the board scored a 75 and 82, respectively. Federal organizations use the survey to critique their services and benchmark their performance against similar private-sector agencies.
9/6/2005
Rail News: Labor
Rail retirement board rates a 90 in customer satisfaction survey
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The U.S. Railroad Retirement Board (RRB) recently scored 90 out of a possible 100 points in an American Customer Satisfaction Index (ACSI) survey.
In June and July, ACSI surveyed widow/widowers and retirees and/or their spouses who received payment from the board between Jan. 1 and May 31, 2005. Respondents rated the RRB in three categories.
The board garnered its highest score in customer service with a 94. Respondents noted the RRB’s courtesy, professionalism, responsiveness and information accuracy.
Under the “confidence index” and “survivor benefit process” categories, the board scored a 92 and 88, respectively. A majority of the respondents were “pleased with the ease of the [benefit] process and with the amount of supporting documentation required,” RRB officials said in a prepared statement.
In two previous ACSI surveys conducted in 2002 and 2001 — the only other RRB-rated surveys — the board scored a 75 and 82, respectively. Federal organizations use the survey to critique their services and benchmark their performance against similar private-sector agencies.
