The document discusses measuring return on investment (ROI) from American Customer Satisfaction Index (ACSI) surveys of Social Security Administration websites. It finds that the main site survey shows high satisfaction and value from a 2003 redesign. The FAQ survey shows a reduction in high-cost support channels due to the FAQs. The Retirement Planner survey shows value from the planner but an opportunity to improve the online application. The ISBA survey clarifies priorities in focusing limited resources.

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