Social Security's performance metrics show they are handling more customer requests than ever, with shorter wait times - in fact - they estimate that due to the reduction in wait times, they have saved Americans 43 million hours over the last year

Jack Myers with Social Security indicates the messaging about the benefits of conducting business with them online has resulted in more and more people choosing this option.

According to Myers, there are three primary ways to conduct services. Those are online services, phone services, and in-person. He points out they have expanded the hours of availability of online services by eliminating 29 hours a week that services were offline for maintenance. 

Nearly 90% of callers now use our automated phone services and average wait times dropped from 24 minutes in July 2024 to just eight minutes in July 2025, and the answer rate increased to 78%.

The data is available at www.ssa.gov - then scroll down the Social Security performance section and click “See how we’re doing”.