As part of the National Partnership for Reinventing Government initiative, NORC (together with the Lewin Group) is assisting the Health Care Financing Administration (HCFA) to meet the challenge of building a national baseline measure of telephone customers’ satisfaction with the more than 70 nationwide Medicare call centers, which together handle over 18 million Medicare calls annually. The goal is to collect high-quality survey data that will help HCFA achieve its goal of obtaining “Best in Business” status for the telephone service it provides to Medicare beneficiaries, advocates, and providers. In order for HCFA to meet one of the requirements of the Government Performances and Results Act, NORC is developing a customer satisfaction questionnaire—along with sampling methodology, interviewer training materials, and survey administration procedures—that will enable all Medicare call centers to complete standardized quarterly customer satisfaction surveys. The study will collect 30,000 completed questionnaires each quarter.