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Measuring ROI on ACSI Surveys Tim Evans Social Security Administration Office of Electronic Services [email_address]

Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object]

SSA and ACSI ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SSA ROI for ACSI Surveys--Summary ,[object Object],[object Object],[object Object],[object Object]

Main Site Survey, Q3/04 http://www.socialsecurity.gov ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Compare to ForeSee Results Benchmarks ,[object Object],[object Object],[object Object],[object Object]

2003 Site Redesign ,[object Object],[object Object],[object Object],[object Object]

SSA FAQ’s Survey, Q3/04 http://ssa-custhelp.ssa.gov/cgi-bin/ssa.cfg/php/enduser/entry.php ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Custom Questions Results Reveal ROI--#1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Custom Questions Results Reveal ROI--#2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Key Comparisons for 2 Questions ,[object Object],[object Object],[object Object],[object Object]

ROI—Reduction Use of High-Cost Support Channels ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SSA Retirement Planner Survey, Q3/04 http://www.socialsecurity.gov/r&m1.htm ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SSA Retirement Planner Survey, Q3/04--Futures ,[object Object],[object Object],[object Object],[object Object],[object Object]

Retirement Planner—Custom Question ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Pew Internet Study http://www.pewinternet.org/PPF/r/128/report_display.asp ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Pew Internet Study—Cont’d ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What Does This Tell Us About ROI for Retirement Planner? ,[object Object],[object Object],[object Object]

Internet Social Security Benefit Application (ISBA) ,[object Object],[object Object],[object Object],[object Object],[object Object]

ISBA and ROI Lessons ,[object Object],[object Object],[object Object],[object Object],[object Object]

Wrap ,[object Object],[object Object],[object Object],[object Object],[object Object]

SSA Conclusions ,[object Object],[object Object],[object Object],[object Object]

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