Social Security Administration Shares Customer Service Improvement Statistics

The Social Security Administration’s (SSA) efforts to improve customer service appear to be working. According to an article by Newsweek, the new commissioner, Frank J. Bisignano, has said the agency is now serving more people at faster speeds.

To support this statement, the SSA has shared that its field-office wait times have been reduced by about 30 percent, from 30 minutes last year to just over 20 minutes this year. And “the average speed of answer on its national 800 number dropped from 24 minutes in July 2024 to an average of 8 minutes in July 2025.” Additionally, the SSA ended scheduled downtime for its “my Social Security” portal; this eliminated almost 30 hours of weekly downtime. Users now have 24/7 online access. 

The Seniors Trust is devoted to improving Social Security for all retirees. It wants Congress to enact the Social Security Expansion Act, which will establish a fair cost-of-living adjustment (COLA), increase benefits, create a strong and long-lasting trust fund, and guarantee every retired worker receives adequate Social Security benefits they have earned.