Summary
The Social Security Administration (SSA) reported improved phone service in 2025 after a review requested by Senator Elizabeth Warren confirmed that their performance data on customer service is accurate. The SSA handled significantly more calls and reduced wait times over the year, while receiving an audit by the Office of the Inspector General that verified these improvements.
Key Facts
- The Social Security Administration’s phone service improved in 2025.
- Senator Elizabeth Warren requested a review of the SSA’s customer service.
- The SSA handled 68 million calls, a 65% increase from 2024.
- Average wait times fell from 30 minutes in January to 7 minutes by September 2025.
- The "average speed of answer" metric used by the SSA includes the time for callback offers.
- About 25 million calls were not completed due to various reasons.
- The improvements occurred under President Trump’s leadership, according to the SSA commissioner.
- Warren criticized SSA leadership, claiming public wait times were misrepresented.
