This 2007 study assessed callers' experience and satisfaction with Medicare telephone customer service and compared results with a similar study by the Office of Inspector General in 2004. Surveyors conducted interviews with a random sample of callers over a 1-week period. Callers were asked whether they were satisfied with the customer service they received, believed their questions were answered, and received all the information they needed. They were asked what their priorities were for customer service.
Seventy-one percent of callers completing calls in 2007 were satisfied overall with the customer service, compared to 84 percent in 2004. More callers in 2007 than in 2004 reported hanging up before receiving answers to their questions and had concerns about wait times. Similar to the 2004 baseline data, 44 percent of callers in the 2007 evaluation had difficulty accessing information they received.
Report Title: 1-800-MEDICARE: Caller Satisfaction and Experiences. http://oig.hhs.gov/oei/reports/oei-07-06-00530.pdf
Agency Sponsor: OS-OIG, Office of Inspector General
Federal Contact: Claire Barnard, 202-205-9523
Performer: Office of Inspector General
PIC ID: 8775