VOV Benchmark Overview

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Objectives of the VOV Benchmark Study
1) To provide VBA with a comprehensive assessment of Veterans' experiences across each VBA benefit/service channel
2) Survey data results will enable both an integrated view of how well the VBA is servicing Veterans for Leadership as well as
Area-level and Benefit Line specific (e.g. Education, Compensation) information
3) Quantify importance of each Veteran touchpoint and its impact on their overall satisfaction with VBA
4) Provide actionable recommendations to VBA that will increase Veteran satisfaction
5) Support statutory and congressional mandates across the lines of business

Survey Design
All surveys were created in collaboration with VBA Leadership and Benefit Line stakeholders, and by leveraging the J.D.
Power and Associates (JDPA) 'Customer Experience Measurement Approach' and best research practices. In addition, JD
Power consulted OMB's Standards and Guidelines for Statistical Surveys
The JDPA approach provides a framework that enables integrating data across different business lines while also measuring
experiences within each business lines
For VBA, this balance is achieved by first assessing each Veteran touchpoint with VBA and determining whether it is an
EVENT/TRANSACTION driven or whether it is SERVICE/ON-GOING RELATIONSHIP driven (e.g., on-going servicing of a
benefit).
VBA's EVENT/TRANSACTION surveys are those designed to evaluate a specific interaction or activity. Enrolling into a
benefit or calling into a call center are two examples of specific triggers that prompt an event survey. The EVENT surveys in
the benchmark study include enrollment in Education, Compensation or Pension, and Vocational Rehabilitation &
Employment.
EVENT survey sample plans* are designed to obtain Veteran feedback soon after the event as possible to determine a
general baseline for the ongoing delivery of benefits. For example, the C&P enrollment surveys, Veterans will be surveyed
within 30 days of application. In contrast, given the high volume of transactions, Veterans calling into call centers are
surveyed within 24- 72 hours.
VBA's SERVICE/ON-GOING RELATIONSHIP surveys are those designed to evaluate an on-going activity. Receiving
Veteran feedback how they are experiencing servicing of their Education, Compensation, or Pension benefits are three
examples of on-going activities. The RELATIONSHIP surveys that include the servicing of Home Loans, Vocational
Rehabilitation & Employment, and Specialty Adapted Housing grants. Sample plans* for RELATIONSHIP surveys are
designed to ensure that the Veteran has had sufficient time experiencing the service. For example, the sample frame for
Compensation and Servicing include Veterans who have been receiving benefits from 6-18 months.

Integrating Results

Although the benchmark study covers both event and relationship studies, both of which span different benefit lines, results
will be integrated to enable an overall assessment. Integration can occur because of 2 primary survey design features. The
first is the use of standards. The approach is to apply standard scales, wording and question order to enable comparability.
For example, all of our experience rating items use the same 10 point scale and when we ask a Veterans their likelihood
informing other Veterans of the benefit we use a common 4 point scale. Additionally, where there is comparability across
benefit lines on other items, such as obtaining infomration about the benefits, we ask the same questions and answer options.
Standard wording of items have been a hallmark of JDPA measurement approach and cover all core experience dimensions:
people, process, presentation, product and, when applicable, price or cost/value. Example of core people items are
knowledge, concern, ease, and timeliness are examples of core process items. Additionally, all VBA benchmark surveys also
contain an overall rating of the benefit line and an overall rating of all non VBA benefits. The structure of the questionnaire is
ordered such that general questions come at the beginning of the survey and include such things as learning about the
benefit and method of obtaining information. Following these general questions are experience rating question, then client
loyalty and any open ended and optional items.
Contained within this document is an example of the alignment between event and relationship surveys. The tab label "Event
(enroll) survey comp" contains a side by side comparisons of the C&P and education enrollment surveys. The tab labeled "
Relationship (service) comp" contains a side by side comparison of surveys used in compensation, pension and education
servicing.
The second survey design feature that enables comparability is our index methodology**. The JDPA index model is a
detailed assessment of the customer experience. The index approach uses statistical methods to determine what elements of
the experience are most important to driving overall experience. These weights are then applied to each experience rating
item to obtained a weighted experience score that ranges for 100 (very low) to 1,000 (the very best)
The model has been used extensively throughout our organization within 27 commercial industry's to compare competing
companies, to assess change over time, to determine areas most critical to customer satisfaction, and to highlight potential
improvement opportunities by examining areas with high importance and low performance relative to the competition,
customer expectation, or industry benchmarks

* Sample plan--details of the benchmark sample plan by study can be found in the Sample plan tab and each plan was
designed to have sufficient data to yield precision of importance weights that are within +/- 2% (on a 100% scale) and +/- 4
points (an a 1,000 point)
** If needed, details of the index methodology will be provided

Compensation and Pension Enrollment
Compensation sample population definition: Individuals who have received
a decision in the past 30 days (includes those who were found eligible on a
new or subsequent claim and those who have been denied and are not
appealing the decision)
Pension sample population definition: Individuals who have received a
decision in the past 30 days (includes those who were eligible on a new
claim, and those who were denied and are not appealing the decision)
Benefit Information
1. How did you FIRST learn about VA benefit programs? (Mark only one) If
you are unsure, please indicate the first way you remember learning about
VA benefit programs.
a. VA website
b. VetSuccess.gov
c. eBenefits.va.gov
d. Mail (from VA)
e. VA phone number (800-827-1000)
f. Transition Assistance Program/Disabled Transition Assistance
Program briefings
g. Veterans Service Organizations, e.g., Disabled American Veterans,
Veterans of Foreign Wars, Paralyzed Veterans of America, etc. (Specify)
___________________
h. VA medical center
i.
VA Vet center
j.
In person at a Regional Office
k. Social media websites (e.g., Facebook, Twitter, etc.)
l.
Visit from a VA employee
m. Other Veterans
n. Internet (excluding VA and social media sites)
o. Friends or family
p.
q.
r.

Other publications (e.g., Army Times, local newspapers, etc.)
Other (Specify) ___________________
Don’t know or not sure

2. What method(s) do you MOST FREQUENTLY use to obtain general
information about VA’s benefits or services? (Mark all that apply)
a. Phone
b. Mail
c. E-mail
d. In person at a Regional Office
e. Veterans Service Organizations e.g., Disabled American Veterans,
Veterans of Foreign Wars, Paralyzed Veterans of America, etc. (Specify)
_________________
f. Disabled Veterans’ Outreach Program
g. VA website
h. VetSuccess.gov
i.
eBenefits.va.gov

j.
Social media websites (e.g., Facebook, Twitter, etc.)
k. Other websites (excluding VA or social media sites)
l.
VA medical center
m. VA Vet center
n. Friends or family
o. Other publications (e.g., Army Times, local newspapers, etc.)
p.
q.
r.

Other (Specify) ___________________
Don’t know or not sure
None of the above

3. How frequently would you like to receive communications (e.g., e-mails,
letters, newsletters, etc.) about VA benefits or services? (Mark only one)
a. Weekly
b. Monthly
c. Quarterly (every 3 months)
d. Semi-annually (twice per year)
e. Annually (once per year)
f. Don’t know or not sure
4. How would you like to receive information from VA about applying for VA
benefits or services? (Mark all that apply)
a. Phone
b. Mail
c. E-mail
d. VA website
e. Social media websites (e.g., Facebook, Twitter, etc.)
f. In person at a Regional Office

g. Veterans Service Organizations, e.g., Disabled American Veterans,
Veterans of Foreign Wars, Paralyzed Veterans of America, etc. (Specify)
___________________
h. Other (Specify) ___________________
i.
Don’t know or not sure
The following question asks you to rate various aspects of your experience
with Compensation and Pension using a scale of 1 to 10, where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average.

5. When thinking about your most frequently used methods of
communication please rate your experience in obtaining information about
your benefit application on the following items: (Mark only one per row)
a. Ease of accessing information
b. Availability of information
c. Clarity of information
d. Usefulness of information
e. Frequency of information provided by VA
f. Overall rating of information
Contact with VA
6.
During the past 6 months, did you contact anyone from VA about the
benefit application process? (Mark only one)
a. Yes
b. No
(Ask Q7-Q12 if Q6 is yes, otherwise go to Q13)
7.
Which of the following best describes the reason for your most
recent contact? (Mark only one)
a. Resolve a problem
b. Ask a question
c. Request a change to your records/provide information
8.
Can you briefly describe the nature of your most recent contact?
(Mark all that apply)
a. Change your address or direct deposit information
b. Report the death of an individual who received VA benefits
c. Report that you did not receive your VA check or direct deposit

d.
e.
f.

Report a problem with a VA customer service representative
Ask a general question
Obtain information about submitting/re-opening a claim

g.

Other (Specify) ___________________

9.
Thinking about your most recent contact, how did you contact VA?
(Mark only one)
a. Phone

b.
c.
d.
e.
f.

Fax
Website
E-mail
Mail
In person

10. Was your most recent issue resolved? (Mark only one)
a. Yes
b. No
(Ask Q11 if Q10 is No, otherwise go to Q12
11. Why wasn’t your most recent issue resolved?
a. Did not receive all of the information required
b. Received incorrect information
c. Was referred to the incorrect office/person
d. Waiting for follow-up from VA
e. Other (Specify) ____________________
f. Don't know or not sure

12. Thinking of your most recent contact with the VA, how would you rate
your overall customer service experience with the VA or VA representatives
using a scale of 1 to 10 where 1 is Unacceptable, 10 is Outstanding, and 5
is Average.

Benefit Eligibility and Application Process

13. Thinking about your most recent application, did someone from VA
(e.g., call center representative, office staff, etc.) provide you with
information about the benefit application process?
a. Yes
b. No
c. Don’t know or not sure

14. Thinking about your most recent benefit application, what method did
you use to apply for your benefit? (Mark only one)
a. Veterans Online Application
b. Mail
c. In person at a Regional Office
d. In person at a Veterans Service Organization e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of America, etc.
e.
f.

Other (Specify) ___________________
Don’t know or not sure

15. After you submitted your application, did you receive a letter from VA
notifying you that your claim was received?
a. Yes
b. No
c. Don’t know or unsure
(Ask Q16-23 if Q15 is Yes, otherwise go to Q24)

16. Thinking about the letter, was it clear and easy to understand? (Mark
only one)
a. Not at all clear
b. Somewhat clear
c. Completely clear
d. Don’t know or not sure
e. I did not read the letter
17. Did you contact VA to obtain clarification about any of the letters you
received?
a. Yes

b.
c.

No
Don’t know or not sure

18. Did you provide VA with the documentation that was requested in the
letter(s)? (Mark only one)
a. Yes
b. No
c. Nothing was requested
d. Don’t know or not sure
(Ask Q19 if Q18 is yes, otherwise go to Q21)
19. How did you submit the documentation to VA that was requested in the
letter? (Mark only one)
a. Mail
b. In person at a Regional Office
c. Through a Veterans Service Organization, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of America, etc.
d. Other (Specify) ___________________
e. Don’t know or not sure
20. What is your preferred method to submit the documentation to VA that
was requested in the letter(s)? (Mark only one)
a. Mail
b. In person at a Regional Office
c. Online (ebenefits/ Veterans Online Application)
d. Through a Veterans Service Organization, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of America, etc.
e. Other (Specify) ___________________
f. Don’t know or not sure
21. Did you receive a subsequent letter for requesting information in
support of your claim from VA? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
22. During the application process, did you have to provide the same
information more than once? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure

(Ask Q23 if Q22 is Yes, otherwise go to Q24)
23. What information did you have to provide more than once? (Mark all
that apply)
a. Discharge papers (DD214)
b. Service treatment records
c. Private medical records
d. Other (Specify) ___________________
e. Don’t know or not sure

The following question asks you to rate various aspects of your experience
with your benefit application using a scale of 1 to 10, where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average.
24. Please rate your experience with the benefit application process on the
following items: (Mark only one per row)
a. Ease of completing the application
b. Timeliness of eligibility/entitlement notification
c. Flexibility of application methods
d. Overall rating of application process

(Ask Q25-Q27 if previously found ineligible for VA benefits, otherwise go to
Q21)
25. If you were previously found ineligible for VA benefit payments, did you
understand why you were found ineligible? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
26. Were you provided information about how to appeal your decision?
(Mark only one)
a. Yes
b. No
c. Don’t know or not sure

27. Using a scale of 1 to 10, where 1 is Unacceptable, 10 is Outstanding,
and 5 is Average, please rate the clarity of the information you were
provided about appealing your decision.
Benefit Entitlement

The following question asks you to rate various aspects of your experience
with your benefit payment using a scale of 1 to 10, where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average.
28. Please rate your benefit payment on the following items: (Mark only one
per row)
a. Amount of benefit payment

b.
c.

Timeliness of receiving initial benefit payment
Overall rating of your benefit payment

Overall Application Experience

29. Thinking about ALL aspects of your experience applying for your
compensation or pension benefit, please rate VA overall, using a scale of 1
to 10 where 1 is Unacceptable, 10 is Outstanding, and 5 is Average. (Mark
only one)
Overall Experience with VA

30. Taking into consideration all of the non-medical benefits (e.g.,
education, compensation and pension, home loan guaranty, vocational
rehabilitation and employment, insurance, etc.) you have applied for or
currently receive, please rate your experience with VA overall, using a
scale of 1 to 10 where 1 is Unacceptable, 10 is Outstanding, and 5 is
Average. (Mark only one)

31. How likely are you to inform other Veterans or beneficiaries about your
experience VA benefits or services? (Mark only one)
a. Definitely will not
b. Probably will not
c. Probably will
d. Definitely will

Optional Questions

The following questions are optional. As a reminder, your responses will be
kept completely confidential and will not affect any current or future benefits
you may receive.
33. How are you currently using or intending to use your benefit payment?
(Mark all that apply)
a. Rent/mortgage payment
b. Paying bills
c. Paying down debt
d. Education expenses
e. Establishing savings
f. Other (Specify) ___________________
g. Prefer not to state

h.

Don’t know or not sure

34. Would you like to provide an e-mail address so VA can contact you with
general information about VA benefits and services? (Mark only one)
a. Yes
b. No
c. I do not have an e-mail address
d. Prefer not to answer
(Ask Q35 if Yes in Q34)
35. Please enter your preferred e-mail address where you would like to be
contacted: (Open Capture)
a. E-mail:

36. Do you have any other comments or concerns about your experience?
(Open Capture)
____________________________________________________

Education Enrollment
Sample population definition: Beneficiaries who have received a decision
on their application within the past 90 days (i.e., the original end-product
has been cleared within the past 90 days) and classified in one of the
following buckets: (1) Accepted and enrolled or (2) Accepted and not
enrolled

Benefit Information
1. How did you FIRST learn about the education benefit programs? (Mark
only one) If you are unsure, please indicate the first way you remember
learning about the education benefit program
a. VA website
b. Vetsuccess.gov
c. eBenefits.va.gov
d. Mail (from VA)
e. VA phone number (800-827-1000)
f. Transition Assistance Program/Disabled Transition Assistance Program
briefings
g. Veterans Service Organizations, e.g., Disabled American Veterans,
Veterans of Foreign Wars, Paralyzed Veterans of America, etc. (Specify)
___________________
h. VA medical center
i. VA Vet center
j. In person at a Regional Office
k. Social media websites (e.g., Facebook, Twitter, etc.)
l. Personal visit from a VA employee
m. Other Veterans
n. Internet (excluding VA and social media sites)
o. Friends or family
p. Information came with notification/ratings letter
q. Other Publications (e.g., Army Times, local newspaper, etc.)
r. Other (Specify) ___________________
s. Don’t know or not sure
2. What method(s) do you MOST FREQUENTLY use to obtain general
information about VA’s education benefits or services? (Mark all that apply)
a. Phone
b. Mail
c. E-mail
d. In person at a Regional Office
e. Veterans Service Organizations, e.g., Disabled American Veterans,
Veterans of Foreign Wars, Paralyzed Veterans of America, etc. (Specify)
______________
f. Disabled Veterans’ Outreach Program
g. VA website
h. VetSuccess.gov
i. eBenefits.va.gov

j. Social media websites (e.g., Facebook, Twitter, etc.)
k. Other websites (excluding VA or social media sites)
l. VA medical center
m. VA Vet center
n. Friends or family
o. Other Publications (e.g., Army Times, local newspaper, etc.)
p. Certifying official at school
q. Other (Specify) ___________________
r. Don’t know or not sure
s. None of the above
3. How did the VA provide you information about the application process for
your most recent education benefit application? (Mark all that apply)
a. Transition Assistance Program/Disabled Transition Assistance Program
briefings
b. Phone
c. Mail
d. E-mail
e. Pamphlets/brochures
f. VA website
g. VA medical center
h. In person at a Regional Office
i. Veterans Service Organizations e.g., Disabled American Veterans,
Veterans of Foreign Wars, Paralyzed Veterans of America, etc. (Specify)
___________________
j. Disabled Veterans’ Outreach Program
k. Certifying official at school
l. Other (Specify) ___________________
m. Don’t know or not sure
n. Did not receive information about application process
4. How frequently would you like to receive communications (e.g., e-mails,
letters, newsletters, etc.) from VA about education benefits or services?
(Mark only one)
a. Weekly
b. Monthly
c. Quarterly (every 3 months)
d. Semi-annually (twice per year)
e. Annually (once per year)
f. Don’t know or not sure
5. How would you like to receive information from VA about applying for
education benefits or services? (Mark all that apply)
a. Phone
b. Mail
c. E-mail
d. VA website
e. Social media websites (e.g., Facebook, Twitter, etc.)
f. In person at a Regional Office

g. Veterans Service Organizations, e.g., Disabled American Veterans,
Veterans of Foreign Wars, Paralyzed Veterans of America, etc. (Specify)
___________________
h. Other (Specify) ___________________
i. Don’t know or not sure
The following question asks you to rate various aspects of your experience
with education, using a scale of 1 to 10 where 1 is Unacceptable, 10 is
Outstanding, and 5 is Average.
6. When thinking about your most frequently used methods of
communication please rate your experience obtaining information about
your education benefit application on the following items: (Mark only one
per row)
a. Ease of accessing information
b. Availability of information
c. Clarity of information
d. Usefulness of information
e. Frequency of information provided by VA
f. Overall rating of information
Contact with VA
7.
During the past 6 months, did you contact anyone from VA about the
education benefit application process? (Mark only one)
a. Yes
b. No
(Ask Q8-Q13 if Q7 is yes, otherwise go to Q14)
8.
Which of the following best describes the reason for your most
recent contact? (Mark only one)
a. Resolve a problem
b. Ask a question
c. Request a change to your records/provide information
9.
Can you briefly describe the nature of your most recent contact?
(Mark all that apply)
a. Change your address or direct deposit information
b. Report the death of an individual who received VA benefits
c. Report that you did not receive your monthly stipend or book allowance
d. Submit monthly verification of enrollment
e. Check on the status of your claim
f. Report a problem with a VA customer service representative
g. Ask a general question
h. Obtain information about submitting a claim
i. Question about a payment amount
j. Other (Specify) ___________________
10. Thinking about your most recent contact, how did you contact VA?
(Mark only one)
a. Phone

b. Fax
c. Website
d. E-mail
e. Mail
f. In person
11. Was your most recent issue resolved? (Mark only one)
a. Yes
b. No
(Ask Q12 if Q11 is No, otherwise go to Q13)
12. Why wasn’t your most recent issue resolved?
a. Did not receive all of the information required
b. Received incorrect information
c. Was referred to the incorrect office/person
d. Waiting for follow-up from VA
e. Other (Specify) ____________________
f. Don't know or not sure

13. Thinking of your most recent contact with the VA, how would you rate
your overall customer service experience with the VA or VA representatives
using a scale of 1 to 10 where 1 is Unacceptable, 10 is Outstanding, and 5
is Average.

Benefit Eligibility and Application Process

14. Relative to your separation from active duty, when did you begin to
think about or plan the use of your education benefit? (Open Capture)
Please respond using one of the following categories.
a. Prior to separation (Specify months: 0-24 months) ________________
b. After separation (Specify months: 0-24 months) ____________
c. After separation (Specify years: 2 -10 years) ____________
d. Don’t know or not sure
15. Thinking about your most recent application for education benefits,
which of the following benefits were you applying/reapplying for? (Mark all
that apply)
a. Post-9/11 GI Bill (Chapter 33 of Title 38, U.S. Code)
b. Montgomery GI Bill Active Duty (Chapter 30 of Title 38, U.S. Code)
c. Montgomery GI Bill Selected Reserve (Chapter 1606 of Title 10, U.S.
Code)
d. Reserve Educational Assistance Program (Chapter 1607 of Title 10, U.S.
Code)
e. Survivors’ and Dependents’ Educational Assistance Program (Chapter
35 of Title 38, U.S. Code)

f. Veterans’ Educational Assistance Program (Chapter 32 of Title 38, U.S.
Code)
g. Educational Assistance Test Program (Section 901 of Public Law 96342)
h. National Call to Service Program (Section 510 of Chapter 31 of Title 10,
U.S. Code)
i. Other (Specify) ___________________
j. Don’t know or not sure
16. For your most recent application, did someone from VA (e.g., call
center representative, office staff, etc.) provide you with information about
the education benefit application process? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
d. Not applicable

17. Thinking about your most recent education benefit application, what
method did you use to apply for your benefit? (Mark only one)
a. Veterans Online Application
b. Mail
c. In person at a Regional Office
d. In person at a Veterans Service Organization, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of America, etc.
(Specify) ___________________
e. In person at school through a certifying official
f. Other (Specify) ___________________
g. Don’t know or not sure

(Ask Q18 if Q17(e), otherwise go to Q19)
18. Prior to receiving this survey, were you aware that your school's
certifying official is not an employee of the VA? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
19. Did VA confirm receipt of your application? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
20. From the time you submitted your application, how long did it take to
receive a letter explaining your eligibility for education benefits? (Open
Capture) Please respond using any or all of the following categories
a. Days (0-99 days) ____________
b. Months (0-99 months) _____________
c. Did not need certificate of eligibility (Specify) ___________________
d. Don’t know or not sure

The following question asks you to rate various aspects of your experience
with education benefits, using a scale of 1 to 10 where 1 is Unacceptable,
10 is Outstanding, and 5 is Average.
21. Please rate your experience with the education benefit application
process on the following items: (Mark only one per row)
a. Ease of completing the application
b. Timeliness of eligibility notification
c. Flexibility of application methods
d. Overall rating of application process

22. If you were previously found ineligible for education benefits, why were
you found ineligible? (Mark all that apply)
a. Did not meet eligibility requirements
b. Missing/insufficient documentation
c. Other (Specify) ___________________
d. Don’t know or not sure

Benefit Entitlement

23. Are you eligible to transfer your benefits to a spouse and/or dependent
child? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
(Ask Q24 if Q23 is yes, otherwise go to Q25)
24. Have you already or do you intend to transfer your benefits to a spouse
and/or dependent child? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
The following question asks you to rate various aspects of your experience
with the Education program, using a scale of 1 to 10 where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average.
25. Please rate your education benefit entitlement on the following items:
(Mark only one per row)
a. Amount of financial assistance
b. Effectiveness of benefit in helping you achieve your educational or
vocational goal
c. Timeliness of receiving benefit payment
d. Overall rating of benefit payment

Overall Application Experience

26. Thinking about ALL aspects of your application experience applying
for your education benefits, please rate VA overall, using a scale of 1 to 10
where 1 is Unacceptable, 10 is Outstanding, and 5 is Average. (Mark only
one)
Overall Experience with VA

27. Taking into consideration all of the non-medical benefits (e.g.,
education, compensation and pension, home loan guaranty, vocational
rehabilitation and employment, insurance, etc.) you have applied for or
currently receive, please rate your experience with VA overall, using a
scale of 1 to 10 where 1 is Unacceptable, 10 is Outstanding, and 5 is
Average. (Mark only one)

28. How likely are you to inform other Veterans or beneficiaries about
your experience with VA benefits or services? (Mark only one)
a. Definitely will not
b. Probably will not
c. Probably will
d. Definitely will

School Marketing/Recruiter
29. How did the marketing materials or recruiter at the school/university
in which you are enrolled influence your decision to enroll in that program.
(Mark only one)
a. Definitely did not influence my decision
b. Somewhat influenced my decision
c. Absolutely influenced my decision
30. To what degree was your experience consistent with what was
presented to you in any marketing materials or by a recruiter? (Mark only
one)
a. Not at all consistent
b. Somewhat consistent
c. Very consistent
31. Was your experience with the program you enrolled in... (Mark only
one)
a. Harder than you expected
b. What you expected
c. Easier than you expected
32. Do you have any comments you would like to add regarding the
marketing efforts or recruiter from the school/university you enrolled in?
(Open Capture)
___________________________________________________
Optional Questions

The following questions are optional.

33. Would you like to provide an e-mail address so VA can contact you with
general information about VA benefits and services? (Mark only one)
a. Yes
b. No
c. I do not have an e-mail address
d. Prefer not to answer
(Ask Q34 if Yes in Q33)
34. Please enter your preferred e-mail address where you would like to be
contacted: (Open Capture)
a. E-mail:

69. Do you have any other comments or concerns about your experience?
(Open Capture)
____________________________________________________

C&P enrollment items
Question #

Question

Source

Benefit Information
Factor 1
How did you FIRST learn about VA benefit
programs? (Mark only one) If you are
unsure, please indicate the first way you
Outreach
remember learning about VA benefit
1 programs.
Requirement
a. VA website
b. VetSuccess.gov
c. eBenefits.va.gov
d. Mail (from VA)
e. VA phone number (800-827-1000)
f. Transition Assistance Program/Disabled
Transition Assistance Program briefings
g. Veterans Service Organizations, e.g.,
Disabled American Veterans, Veterans of
Foreign Wars, Paralyzed Veterans of
America, etc. (Specify)
___________________
h. VA medical center
i. VA Vet center
j. In person at a Regional Office
k. Social media websites (e.g., Facebook,
Twitter, etc.)
l. Visit from a VA employee
m. Other Veterans
n. Internet (excluding VA and social media
sites)
o. Friends or family
p. Other publications (e.g., Army Times,
local newspapers, etc.)
q. Other (Specify) ___________________
r. Don’t know or not sure

Purpose of item
Allows us to determine if
Veteran experience differs
based on informational needs
and usage patterns during
enrollment for a benefit
Identify usage of available
information sources

What method(s) do you MOST
FREQUENTLY use to obtain general
information about VA’s benefits or
2 services? (Mark all that apply)

Outreach
Requirement

Identify most preferred
communication channel for
benefits information

Outreach
Requirement

Measures the frequency of
communications received from
VA about their benefits

a. Phone
b. Mail
c. E-mail
d. In person at a Regional Office
e. Veterans Service Organizations e.g.,
Disabled American Veterans, Veterans of
Foreign Wars, Paralyzed Veterans of
America, etc. (Specify)
_________________
f. Disabled Veterans’ Outreach Program
g. VA website
h. VetSuccess.gov
i. eBenefits.va.gov
j. Social media websites (e.g., Facebook,
Twitter, etc.)
k. Other websites (excluding VA or social
media sites)
l. VA medical center
m. VA Vet center
n. Friends or family
o. Other publications (e.g., Army Times,
local newspapers, etc.)
p. Other (Specify) ___________________
q. Don’t know or not sure
r. None of the above
How frequently would you like to receive
communications (e.g., e-mails, letters,
newsletters, etc.) about VA benefits or
3 services? (Mark only one)
a. Weekly
b. Monthly
c. Quarterly (every 3 months)
d. Semi-annually (twice per year)
e. Annually (once per year)
g. Don’t know or not sure

How would you like to receive information
from VA about applying for VA benefits or
4 services? (Mark all that apply)

Outreach
Requirement

Assess Veterans' preferred
communication methods

a. Phone
b. Mail
c. E-mail
d. VA website
e. Social media websites (e.g., Facebook,
Twitter, etc.)
f. In person at a Regional Office
g. Veterans Service Organizations, e.g.,
Disabled American Veterans, Veterans of
Foreign Wars, Paralyzed Veterans of
America, etc. (Specify)
___________________
h. Other (Specify) ___________________
i. Don’t know or not sure

The following question asks you to rate
various aspects of your experience with
Compensation and Pension using a scale
of 1 to 10, where 1 is Unacceptable, 10 is
5 Outstanding, and 5 is Average.

These items will be used in the
development of the index
model, which will determine
the factors that have the
largest impact on the overall
Veteran experience with the
enrollment for their benefit.

When thinking about your most frequently
used methods of communication please
rate your experience in obtaining
information about your benefit application
on the following items: (Mark only one per
row)

a. Ease of accessing information

b. Availability of information

c. Clarity of information

VBA
Performance
Metric
VBA
Performance
Metric
VBA
Performance
Metric

d. Usefulness of information
e. Frequency of information provided by
VA

f. Overall rating of information

VBA
Performance
Metric
VBA
Performance
Metric
VBA
Performance
Metric
Determine if Veteran
experience differs based on
the level of contact and issue
resolution during benefit
enrollment

Contact with VA
Factor 2
During the past 6 months, did you contact
anyone from VA about the benefit
6 application process? (Mark only one)

Contact/
Resolution
Assessment

Assess whether or not contact
occurred

Contact/
Resolution
Assessment

Evaluate the reason for the
call

a. Yes
b. No
(Ask Q7-Q12 if Q6 is yes, otherwise go to
Q13)

Which of the following best describes the
reason for your most recent contact?
7 (Mark only one)
a. Resolve a problem
b. Ask a question
c. Request a change to your
records/provide information

Contact/
Can you briefly describe the nature of your Resolution
8 most recent contact? (Mark all that apply) Assessment
a. Change your address or direct deposit
information
b. Report the death of an individual who
received VA benefits

Assess the nature of the call

c. Report that you did not receive your VA
check or direct deposit
d. Report a problem with a VA customer
service representative
f. Obtain information about submitting/reopening a claim
g. Other (Specify) ___________________

Thinking about your most recent contact,

9 how did you contact VA? (Mark only one)

Contact/
Resolution
Assessment

Allows us to measure the
satisfaction with various
methods of communication

Contact/
Resolution
Assessment

Allows us to measure issue
resolution

Contact/
Resolution
Assessment

Allows us to identify the
reasons why issues were not
resolved

a. Phone
b. Fax
c. Website
d. E-mail
e. Mail
f. In person

Was your most recent issue resolved?

10 (Mark only one)
a. Yes

b. No
(Ask Q11 if Q10 is No, otherwise go to
Q12)

Why wasn’t your most recent issue

11 resolved? (Mark all that apply)

a. Did not receive all of the information
required
b. Received incorrect information
c. Was referred to the incorrect
office/person
d. Waiting for follow-up from VA
e. Other (Specify) _______________
f. Don't know or not sure

Thinking of your most recent contact with
the VA, how would you rate your overall
customer service experience with the VA
or VA representatives using a scale of 1 to VBA
10 where 1 is Unacceptable, 10 is
Outstanding, and 5 is Average. (Mark only Performance
12 one)
Metric

These items will be used in the
development of the index
model, which will determine
the factors that have the
largest impact on the overall
Veteran experience with the
enrollment for their benefit.

Determine if Veteran
experience differs based on
the level of engagement with
VBA during the application
process

Benefit Eligibility and
Application Process
Factor 3
Thinking about your most recent
application, did someone from VA (e.g.,
Application
call center representative, office staff, etc.)
Experience
provide you with information about the
13 benefit application process?
Requirement

Assess receipt of information
about application process

a. Yes
b. No
c. Don’t know or not sure

Thinking about your most recent benefit
application, what method did you use to
14 apply for your benefit? (Mark only one)

2004 C&P
Satisfaction
Study

Measure the effectiveness of
various methods of applying
for a benefit

2004 C&P
Satisfaction
Study

Measure Veterans' receipt of
the letter that is sent to upon
application submittal

a. Veterans Online Application
b. Mail
c. In person at a Regional Office
d. In person at a Veterans Service
Organization e.g., Disabled American
Veterans, Veterans of Foreign Wars,
Paralyzed Veterans of America, etc.
e. Other (Specify) ___________________
f. Don’t know or not sure
After you submitted your application, did
you receive a letter from VA notifying you
of the receipt of your claim? (Mark only
15 one)
a. Yes

b. No
c. Don’t know or not sure
(Ask Q16-23 if Q15 is Yes, otherwise go to
Q24)

Thinking about the letter, was it clear and

16 easy to understand? (Mark only one)

2004 C&P
Satisfaction
Study

Allows us to measure the
efficacy of the letter in terms of
the letter's usability

2004 C&P
Satisfaction
Study

Allows us to determine if the
Veteran had an additional
level of engagement with VBA
related to the letter

Application
Experience
Requirement

Allow us to determine if the
Veteran had an additional
level of engagement with VBA
related to having to provide
additional information

a. Not at all clear
b. Somewhat clear
c. Completely clear
d. Don’t know or not sure
e. I did not read the letter

Did you contact VA to obtain clarification
about any of the letters you received?
17 (Mark only one)
a. Yes
b. No
c. Don’t know or not sure

Did you provide VA with the
documentation that was requested in the
18 letter? (Mark only one)
a. Yes
b. No
c. Nothing was requested
d. Don’t know or not sure
(Ask Q19 if Q18 is yes, otherwise go to
Q21)

Application

How did you submit the documentation to
VA that was requested in the letter? (Mark Experience
19 only one)
Requirement
a. Mail
b. In person at a Regional Office

Measure the effectiveness of
various methods of submitting
additional information

c. In person at a Veterans Service
Organization, e.g., Disabled American
Veterans, Veterans of Foreign Wars,
Paralyzed Veterans of America, etc.
d. Other (Specify) ___________________
e. Don’t know or not sure

What is your preferred method to submit
the documentation to VA that was
20 requested in the letter?

Contact
Assessment

Identify most preferred
communication channel for
requested documentation

Application
Experience
Requirement

Allow us to determine if the
Veteran had an additional
level of engagement with VBA
in support of a claim

a. Mail
b. In person at a Regional Office
c. Online (ebenefits/ Veterans Online
Application)
d. In person at a Veterans Service
Organization, e.g., Disabled American
Veterans, Veterans of Foreign Wars,
Paralyzed Veterans of America, etc.
e. Other (Specify) ___________________
f. Don’t know or not sure

Did you receive a subsequent letter
requesting information in support of your
21 claim from VA? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure

2004 C&P

During the application process, did you
have to provide the same information more Satisfaction
22 than once? (Mark only one)
Study
a. Yes
b. No
c. Don’t know or not sure
(Ask Q23 if Q22 is Yes, otherwise go to
Q24)

Allow us to determine if the
Veteran had an additional
level of engagement with VBA
related to having to provide
duplicate information

What information did you have to provide

23 more than once? (Mark all that apply)

Application
Experience
Requirement

Determine the type of
information provided more
than once

a. Discharge papers (DD214)
b. Service treatment records
c. Private medical records
d. Other (Specify) ___________________
e. Don’t know or not sure

These items will be used in the
development of the index
model, which will determine
the factors that have the
largest impact on the overall
Veteran experience with the
benefit enrollment process.

The following question asks you to rate
various aspects of your experience with
your benefit application using a scale of 1
to 10, where 1 is Unacceptable, 10 is
24 Outstanding, and 5 is Average.

VBA

Please rate your experience with the
benefit application process on the following Performance
Metric
items:

a. Ease of completing the application
b. Timeliness of eligibility/entitlement
notification

c. Flexibility of application methods

d. Overall rating of application process

VBA
Performance
Metric
VBA
Performance
Metric
VBA
Performance
Metric
VBA
Performance
Metric

(Ask Q25-Q27 if previously found ineligible
for VA benefits, otherwise go to Q21)
If you were previously found ineligible for
VA benefit payments, did you understand
why were you found ineligible? (Mark only
25 one)

Benefit
Eligibility
Requirement

Measures the level of
understanding of the appeal
decision

a. Yes
b. No
c. Don’t know or not sure

Benefit

Were you provided information about how
to appeal your entitlement decision? (Mark Experience
26 only one)
Requirement

Measures Veteran receipt of
information and awareness of
the appeals process

a. Yes
b. No
c. Don’t know or not sure
Using a scale of 1 to 10, where 1 is
Unacceptable, 10 is Outstanding, and 5 is
Average, please rate the clarity of the
information you were provided about
27 appealing your entitlement decision.

Factor 4

VBA
Performance
Metric

Assesses the clarity of
information provided about
appealing the entitlement
decision

Benefit Entitlement
The following question asks you to rate
various aspects of your experience with
your benefit payment using a scale of 1 to
10, where 1 is Unacceptable, 10 is
28 Outstanding, and 5 is Average.

These items will be used in the
development of the index
model, which will determine
the factors that have the
largest impact on the overall
Veteran experience with the
enrollment for their benefit.

Please rate your benefit payment on the
following items: (Mark only one per row)

a. Amount of benefit payment
b. Timeliness of receiving initial benefit
payment

c. Overall rating of benefit payment

VBA
Performance
Metric
VBA
Performance
Metric
VBA
Performance
Metric

Overall Application
Experience
Thinking about ALL aspects of your
experience applying for your compensation
or pension benefit, please rate VA overall, VBA
using a scale of 1 to 10 where 1 is
Unacceptable, 10 is Outstanding, and 5 is Performance
29 Average. (Mark only one)
Metric

This item will be used in the
development of the index
model and will assist in
creating an overall satisfaction
score at the benefit enrollment
level.

Overall Experience
with VA
Taking into consideration all of the nonmedical benefits (e.g., education,
compensation and pension, home loan
guaranty, vocational rehabilitation and
employment, insurance, etc.) you have
applied for or currently receive, please rate
your experience with VA overall, using a
VBA
scale of 1 to 10 where 1 is Unacceptable,
10 is Outstanding, and 5 is Average. (Mark Performance
30 only one)
Metric

This item will be used in the
development of an index
model for VBA overall across
benefit lines and benefit status
types (enrollment and
servicing).

How likely are you to inform other
Veterans or beneficiaries about your
experience with VA benefits or services?
31 (Mark only one)

VBA
Performance
Metric

Assess Veteran advocacy of
VA benefits or services

Benefit
Experience
Requirement

Allow Veterans' the
opportunity to provide
additional information related
to their experience

a. Definitely will not
b. Probably will not
c. Probably will
d. Definitely will

Do you have any other comments or
concerns about your experience? (Open
32 Capture)

Optional Respondent
Questions

The following questions are optional. As a
reminder, your responses will be kept
completely confidential and will not affect
any current or future benefits you may
receive.

SocioEconomic
Differentiator
for
How are you currently using or intending to
Congress/VA
use your benefit payment? (Mark all that
Leadership
33 apply)

Assess the usage of the
benefit payment

a. Rent/mortgage payment
b. Paying bills
c. Paying down debt
d. Education expenses
e. Establishing savings
f. Other (Specify) ___________________
g. Prefer not to state
h. Don’t know or not sure
Would you like to provide an e-mail
address so VA can contact you with
general information about VA benefits and Contact
34 services? (Mark only one)
Assessment

Opt-in for future contact by VA

a. Yes
b. No
c. I do not have an e-mail address
d. Prefer not to answer
(Ask Q45 if Yes in Q44)
Please enter your preferred e-mail address
Contact
where you would like to be contacted:
35 (Open Capture)
Assessment
a. E-mail:

Email contact information

C&P enrollment items
Rationale
Satisfaction with the enrollment experience may be higher or lower dependent upon Veterans' informational needs and
usage patterns during their application. The informational needs and usage patterns will be determined in this section.
These questions will help us differentiate Veteran satisfaction based on benefit informational needs and usage, identify
areas where improvements to the process can occur and prioritize them based on the impact of the Benefit Information
factor to overall Veteran satisfaction.
This will be used to assess Veteran point-of-entry and most frequent source for finding information about VA benefits and to
evaluate usage patterns. This information will be used in the context of overall satisfaction with benefit information,
including ease of accessing, availability, usefulness, and clarity of information and identifying information sources where
any of these attributes has the potential for improvement.

This question will assess the optimal channel of communications to help maintain an optimal communication strategy for
outreach to Veterans about their benefits.

This question will assess the optimal frequency of communications, in addition to the number of communications, to help
maintain an optimal communication strategy for outreach to Veterans about their benefits.

This question will help to assess the most desired methods of communication about VA benefits or services and help guide
the strategy for information outreach to Veterans.

Satisfaction with the benefit information represents one of the main elements of Veterans' experience with the enrollment
for their benefit. These items represent key attributes in the enrollment process and will be compared to other factors to
determine the areas of improvement with the greatest overall impact. These metrics will also allow us to compare the
experience of Veterans with different information usage patterns and informational needs during the enrollment for their
benefit.

Satisfaction with the enrollment experience may be higher or lower dependent upon Veterans' level of contact and issue
resolution during and immediately after the enrollment process. The level of contact will be determined in this section.
These questions will help us differentiate Veteran satisfaction based on level of contact and issue resolution, identify areas
where improvements to the process can occur and prioritize them based on the impact of the Contact factor to overall
Veteran satisfaction.
This question allows us to assess whether or not someone has had a contact with VA about their benefit recently enough to
evaluate their experience with the contact. Individuals who have had recent contact with VA about their benefit may exhibit
different levels of satisfaction than those who have not had recent contact. This question allows us to assess the variation
between these two groups.

The reason for calling may contribute to the satisfaction related to the call experience. It is important to understand how
satisfaction varies based on the type of call. This information will be used in conjunction with the VBA Call Center
Satisfaction Research to analyze methods of contact/resolution.

Understand the specific reason for the call to help identify potential needs of various groups of Veterans and the ability of
VA to respond to those needs. This information may assist in developing actionable recommendations for training,
information communication, etc. This information will be used in conjunction with the VBA Call Center Satisfaction Research
to analyze methods of contact/resolution.

Veterans' experiences with contacting VA may differ based on the method they use for contact. This may highlight contact
methods that are used most frequently by Veterans and help identify processes VA can use to optimize those
communication channels.

Veterans who have their issue resolved upon contacting VA may have different levels of satisfaction than those who do not
have their issue resolved. This will allow us to set benchmarks for issue resolution and identify areas where contact can be
improved based on the reason or nature of the call. This information will be used in conjunction with the VBA Call Center
Satisfaction Research to analyze methods of contact/resolution.

This is important because it allows us to evaluate the reasons why there may be different levels of resolution depending on
the nature and or reason for the call and assist in developing actionable courses of action based on study results.

Satisfaction with Contacting VA represents one of the main elements of Veterans' experience with the enrollment for their
benefit. These items represent key attributes in the ongoing servicing process and will be compared to other factors to
determine the areas of improvement with the greatest overall impact. These metrics will also allow us to compare the
experience of Veterans with different levels of contact during and immediation following the enrollment their benefit.
Satisfaction with the servicing experience may be higher or lower dependent upon the level of interaction a Veteran has
with VBA during the application process. The level of interaction will be determined based on the various experiences a
Veteran might have during the application for benefits. Questions focused on these various experiences will help us
differentiate Veteran satisfaction based on the various touch points related to their benefit eligibility and application, identify
areas where improvements to the process can occur and prioritize them based on the impact of the Benefit Eligibility and
Application Process factor to overall Veteran satisfaction.
Veteran satisfaction with the application process may differ based on whether or not they received information about the
application process.

Veteran satisfaction may differ based on the method they used to apply for their benefit. This will help to identify areas
where Veterans are experiencing difficulty with the process and potential opportunities for improvement.

This question will be used to document receipt of the letter that is sent upon application submittal and evaluate how receipt
of the document may tie to the Veteran experience.

Veteran satisfaction may differ based on whether they had difficulty understanding the information provided in the standard
form letter. Since information in the letter is intended to assist Veterans, this information will also help us understand if the
letter is serving the intended purpose.

Veterans who felt the letter was not completely clear may reach out to VBA for clarification. This question will be evaluated
based on the Veterans' level of satisfaction to determine whether or not the additional level of contact impacts the Veterans'
experience positively or negatively.

Veteran satisfaction may differ based on whether or not they have to provide additional information as a supplement to their
original application. This will help us identify an area of potential improvement based on a comparison of levels of
satisfaction between those who did have to submit additional information versus those who did not.

Among those who submitted an application for benefits, Veteran satisfaction may differ based on the method they used to
submit additional information. This will help to identify areas where Veterans are experiencing difficulty with the process
and potential opportunities for improvement.

This question will help to assess the most desired methods of communication about VA benefits or services and help guide
the strategy for information outreach to Veterans.

Veteran satisfaction may differ based on whether or not they received a letter requesting additional information in support of
a claim. This will help us identify an area of potential improvement based on a comparison of levels of satisfaction between
those who received a letter requesting additional information in support of a claim versus those who did not.

Veteran satisfaction may differ based on whether or not they have to provide duplicate information after submitting their
original application. This will help us identify an area of potential improvement based on a comparison of levels of
satisfaction between those who did have to submit duplicate information versus those who did not.

It is important to determine the types of information that are typically provided more than once to develop actionable
recommendations related to reducing redundant processes. This question will assist in determining actionable
recommendations for improving the Veteran experience related to providing duplicate information.

Satisfaction with benefit eligibility and application process represents one of the main elements of Veterans' experience with
the benefit enrollment process. These items represent key attributes in the enrollment process and will be compared to
other factors to determine the areas of improvement with the greatest overall impact. These metrics will also allow us to
compare the experience of Veterans with different levels of engagement with VBA during enrollment for their benefit.

Veterans who understood the decision may be more satisfied with the process overall than those who did not understand
the decision. This allows us to measure whether or not Veterans' understand the information they are given and potentially
identifies an area where the Veteran experience can be improved.

Veterans who have received information about how to appeal may be more satisfied with the process than whose who have
not received this information.

This question will be combined with Q18 to assess variations in satisfaction based on the clarity of information Veterans
receive. This is a question that will assist in determining a potential area for improving the Veteran experience.

Satisfaction with the benefit entitlement represents one of the main elements of Veterans' experience with the enrollment for
their benefit. These items represent key attributes in the ongoing servicing process and will be compared to other factors to
determine the areas of improvement with the greatest overall impact. These metrics will also allow us to compare the
experience of Veterans with different levels of engagement with VBA during the enrollment for their benefit.

All factors will be assessed in the context of the overall satisfaction score to understand the relative importance of each
factor on Veterans' overall satisfaction.

Overall satisfaction with each benefit line at the enrollment and servicing level will be evaluated in the context of the overall
experience with VA to understand the relative impact of different experiences across benefit lines.

Veterans with a more positive experience with the benefit line and VA overall may be more likely to positively advocate VA
to their peers. This question will help identify changes in advocacy based on changes in the level of satisfaction over time.

Veterans' may have additional information related to their experience that will help understand and interpret their overall
experience. This may include elements of the experience that are not easily captured in quantitative form.

Veterans who have different experiences in the enrollment for their benefit may have different levels of satisfaction or
exhibit different needs based on how they are using their benefit payment. For example, someone who is using their
benefit payment for savings may be less impacted than someone who is using it for a rent/mortgage payment. This helps
assess Veterans' needs.

Consent to contact respondent with more information on benefits and programs

Send additional information from VA to veterans - i.e. eBenefits information

Compensation Servicing
Sample population definition: Individuals who received a
decision or were receiving benefit payments between 6-18
months ago
Benefit Information
1. How did you FIRST learn about VA benefit programs? (Mark
only one) If you are unsure, please indicate the first way you
remember learning about VA benefit programs.
a. VA website
b. VetSuccess.gov
c. eBenefits.va.gov
d. Mail (from VA)
e. VA phone number (800-827-1000)
f. Transition Assistance Program/Disabled Transition
Assistance Program briefings
g. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ___________________
h. VA medical center
i. VA Vet center
j. In person at a Regional Office
k. Social media websites (e.g., Facebook, Twitter, etc.)
l. Visit from a VA employee
m. Other Veterans
n. Internet (excluding VA and social media sites)
o. Friends or family
p. Other publications (e.g., Army Times, local newspaper, etc.)
q. Other (Specify) ___________________
r. Don’t know or not sure
2. What method(s) do you MOST FREQUENTLY use to obtain
general information about VA benefits or services? (Mark all
that apply)
a. Phone
b. Mail
c. E-mail
d. In person at a Regional Office
e. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ___________________
f. Disabled Veterans’ Outreach Program
g. VA website
h. VetSuccess.gov

i. eBenefits.va.gov
j. Social media websites (e.g., Facebook, Twitter, etc.)
k. Other websites (excluding VA or social media sites)
l. VA medical center
m. VA Vet center
n. Friends or family
o. Other publications (e.g., Army Times, local newspaper, etc.)
p. Other (Specify) ___________________
q. Don’t know or not sure
r. None of the above
3. How frequently would you like to receive communications
(e.g., e-mails, letters, newsletters, etc.) about VA benefits or
services? (Mark only one)
a. Weekly
b. Monthly
c. Quarterly (every 3 months)
d. Semi-annually (twice per year)
e. Annually (once per year)
f. Don’t know or not sure
4. How would you like to receive information from VA about
benefits or services? (Mark all that apply)
a. Phone
b. Mail
c. E-mail
d. VA website
e. Social media websites (e.g., Facebook, Twitter, etc.)
f. In person at a Regional Office
g. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ___________________
h. Other (Specify) ___________________
i. Don’t know or not sure
The following question asks you to rate various aspects of your
experience with benefits, using a scale of 1 to 10 where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average.
5. When thinking about your most frequently used methods of
communication, please rate your experience in obtaining
information about your benefit on the following items: (Mark
only one per row)
a. Ease of accessing information
b. Availability of information

c. Clarity of information
d. Usefulness of information
e. Frequency of information provided by VA
f. Overall rating of information
Contact with VA
6. During the past 6 months, did you contact anyone from VA
about your benefit? (Mark only one)
a. Yes
b. No
(Ask Q7-Q12 if Q6 is yes, otherwise go to Q13)
7. Which of the following best describes the reason for your
most recent contact? (Mark only one)
a. Resolve a problem
b. Ask a question
c. Request a change to your records/provide information
8. Can you briefly describe the nature of your most recent
contact? (Mark all that apply)
a. Update your dependency status
b. Change your address or direct deposit information

c. Report the death of an individual who received VA benefits
d. Report that you did not receive your VA check or direct
deposit

e. Resolve a problem with your benefits
f. Find out about a late benefit payment
g. Report a problem with a VA customer service representative
h. Ask a general question
i. Obtain information about submitting/re-opening a claim
j. Other (Specify) ___________________
9. Thinking about your most recent contact, how did you
contact VA? (Mark only one)
a. Phone
b. Fax
c. Website
d. E-mail
e. Mail

f. In Person
10. Was your most recent issue resolved? (Mark only one)
a. Yes
b. No
(Ask Q11 if Q10 is No, otherwise go to Q13)
11. Why wasn’t your most recent issue resolved?
a. Did not receive all of the information required
b. Received incorrect information
c. Was referred to the incorrect office/person
d. Waiting for follow-up from VA
e. Other (Specify) ____________________
f. Don't know or not sure
12. Thinking of your most recent contact with the VA, how
would you rate your overall customer service experience with
the VA or VA representatives using a scale of 1 to 10 where 1
is Unacceptable, 10 is Outstanding, and 5 is Average.
Benefit Entitlement
13. Have you submitted a claim for an increase in your benefit
in the past 6 months? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
(Ask Q14 if Q13 is yes, otherwise go to Q21)
14. What is your preferred method to submit a claim? (Mark
only one)
a. Mail
b. In person at a Regional Office
c. In person at a Veterans Service Organization, e.g., Disabled
American Veterans, Veterans of Foreign Wars, Paralyzed
Veterans of America, etc.
d. Veterans Online Application
e. Other (Specify) ___________________
f. Don’t know or not sure
(Ask Q15 if Q13 is yes, otherwise go to Q21)
15. After you submitted your claim, did you receive a letter
from VA notifying you that your claim was received?
a. Yes
b. No
c. Don’t know or unsure

(Ask Q16 if Q15 is Yes, otherwise go to Q21)
16. Thinking about the letter, was it clear and easy to
understand? (Mark only one)
a. Not at all clear
b. Somewhat clear
c. Completely clear
d. Don’t know or not sure
e. I did not read the letter
17. Did you contact VA to obtain clarification about the letter?
a. Yes
b. No
c. Don’t know or not sure
18. Did VA require you to provide additional medical evidence
beyond the information you provided in your original claim?
(Mark only one)
a. Yes
b. No
c. Don’t know or not sure
(Ask Q19 if Q18 is yes, otherwise go to Q21)
19. After you submitted your claim, did VA schedule a medical
examination for you to be re-evaluated? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
d. Not applicable

(Ask Q20 if Q19 is Yes, otherwise go to Q21)
20. Did the exam seem appropriate and/or address your
claimed condition(s)?
a. Yes
b. No
c. Don’t know or not sure

21. Have there been any interruptions to your benefit
payments in the past 6 months? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
(Ask Q22 if ‘Yes’ to Q21, otherwise go to Q23)
22. Did you received a letter notifying you as to the reason why
your benefit payment was interrupted and/or terminated?
(Mark only one)
a. Yes
b. No
c. Don’t know or not sure

The following question asks you to rate various aspects of your
experience with benefits, using a scale of 1 to 10 where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average.
23. Please rate your compensation benefit on the following
items: (Mark only one per row)
a. Combined disability evaluation rating percentage (eg. 10%
disabled)

b. Timeliness of receiving benefit
c. Clarity of your disability rating
d. Overall rating of your benefit payment
Overall Experience with Benefit Program
24. Thinking about ALL aspects of your experience with your
compensation benefits, please rate VA overall, using a scale of
1 to 10 where 1 is Unacceptable, 10 is Outstanding, and 5 is
Average. (Mark only one)
Overall Experience with VA
25. Taking into consideration all of the non-medical benefits
(e.g., education, compensation and pension, home loan
guaranty, vocational rehabilitation and employment, insurance,
etc.) you have applied for or currently receive, please rate your
experience with VA overall, using a scale of 1 to 10 where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average. (Mark only
one)
26. How likely are you to inform other Veterans or
beneficiaries about your experience with VA benefits or
services? (Mark only one)
a. Definitely will not
b. Probably will not
c. Probably will
d. Definitely will

Optional Questions
The following questions are optional.
28. How are you currently using your benefit payment? (Mark
all that apply)
a. Rent/mortgage payment
b. Paying bills
c. Paying down debt
d. Medical expenses
e. Education expenses
f. Establishing savings
g. Other (Specify) ___________________
h. Prefer not to answer
i. Don’t know or not sure
29. Would you like to provide an e-mail address so VA can
contact you with general information about VA benefits and
services? (Mark only one)
a. Yes
b. No
c. I do not have an e-mail address
d. Prefer not to answer
(Ask Q44 if Yes in Q43)
30. Please enter your preferred e-mail address where you
would like to be contacted: (Open Capture)
a. E-mail:
27. Do you have any other comments or concerns about your
experience? (Open Capture)

Pension Servicing
Sample population definition: Individuals who have currently
been receiving benefits for at least 6 months or individuals who
received a decision 12 months ago
Benefit Information
1. How did you FIRST learn about VA benefit programs? (Mark
only one) If you are unsure, please indicate the first way you
remember learning about VA benefit programs.
a. VA website
b. VetSuccess.gov
c. eBenefits.va.gov
d. Mail (from VA)
e. VA phone number (800-827-1000)
f. Transition Assistance Program/Disabled Transition
Assistance Program briefings
g. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ___________________
h. VA medical center
i. VA Vet center
j. In person at a Regional Office
k. Social media websites (e.g., Facebook, Twitter, etc.)
l. Visit from a VA employee
m. Other Veterans
n. Internet (excluding VA and social media sites)
o. Friends or family
p. Other publications (e.g., Army Times, local newspaper,
etc.)
q. Other (Specify) ___________________
r. Don’t know or not sure
2. What method(s) do you MOST FREQUENTLY use to obtain
general information about VA’s benefits or services? (Mark all
that apply)
a. Phone
b. Mail
c. E-mail
d. In person at a Regional Office
e. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ___________________
f. Disabled Veterans’ Outreach Program
g. VA website
h. VetSuccess.gov

i. eBenefits.va.gov
j. Social media websites (e.g., Facebook, Twitter, etc.)
k. Other websites (excluding VA or social media sites)
l. VA medical center
m. VA Vet center
n. Friends or family
o. Other publications (e.g., Army Times, local newspaper,
etc.)
p. Other (Specify) ___________________
q. Don’t know or not sure
r. None of the above
3. How frequently would you like to you receive
communications (e.g., e-mails, letters, newsletters, etc.) about
VA benefits or services? (Mark only one)
a. Weekly
b. Monthly
c. Quarterly (every 3 months)
d. Semi-annually (twice per year)
e. Annually (once per year)
f. Don’t know or not sure
4. How would you like to receive information from VA about
benefits or services? (Mark all that apply)
a. Phone
b. Mail
c. E-mail
d. VA website
e. Social media websites (e.g., Facebook, Twitter, etc.)
f. In person at a Regional Office
g. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ___________________
h. Other (Specify) ___________________
i. Don’t know or not sure
The following question asks you to rate various aspects of your
experience with benefits, using a scale of 1 to 10 where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average.

5. Please rate your experience in obtaining information about
your benefit on the following items: (Mark only one per row)
a. Ease of accessing information
b. Availability of information

c. Clarity of information
d. Usefulness of information
e. Frequency of information provided by VA
f. Overall rating of information
Contact with VA
6. During the past 6 months, did you contact anyone from VA
about your benefit? (Mark only one)
a. Yes
b. No
(Ask Q7-Q12 if Q6 is yes, otherwise go to Q13)
7. Which of the following best describes the reason for your
most recent contact? (Mark only one)
a. Resolve a problem
b. Ask a question
c. Request a change to your records/provide information
8. Can you briefly describe the nature of your most recent
contact? (Mark all that apply)
a. Update your dependency status
b. Change your address or direct deposit information
c. Provide verification documents required for payment (e.g.,
income verification, medical records, etc.)
d. Report the death of an individual who received VA benefits
e. Report that you did not receive your VA check or direct
deposit

f. Resolve a problem with your benefits
g. Find out about a late benefit payment
h. Report a problem with a VA customer service
representative
i. Ask a general question
j. Obtain information about submitting/re-opening a claim
k. Other (Specify) ___________________
9. Thinking about your most recent contact, how did you
contact VA? (Mark only one)
a. Phone
b. Fax
c. Website
d. E-mail
e. Mail

f. In person
10. Was your most recent issue resolved? (Mark only one)
a. Yes
b. No
(Ask Q11 if Q10 is No, otherwise go to Q12)
11. Why wasn’t your most recent issue resolved?
a. Did not receive all of the information required
b. Received incorrect information
c. Was referred to the incorrect office/person
d. Waiting for follow-up from VA
e. Other (Specify) ____________________
f. Don't know or not sure
12. Thinking of your most recent contact with the VA, how
would you rate your overall customer service experience with
the VA or VA representatives using a scale of 1 to 10 where 1
is Unacceptable, 10 is Outstanding, and 5 is Average.
Benefit Entitlement
13. Have you submitted a claim for an Aid and Attendance or
Housebound benefit in the past 6 months? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
(Ask Q14-17 if Q13 is Yes, otherwise go to Q18)
14. What is your preferred method to submit a claim? (Mark
only one)
a. Mail
b. In person at a Regional Office
c. In person at a Veterans Service Organization, e.g.,
Disabled American Veterans, Veterans of Foreign Wars,
Paralyzed Veterans of America, etc.
d. Other (Specify) ___________________
e. Don’t know or not sure

15. Did VA require you to provide additional medical evidence
after you submitted your claim? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure

(Ask Q16 if Q15 is Yes, otherwise go to Q18)
16. Were you required to undergo a VA medical evaluation as
a result of your claim? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
d. Not applicable
(Ask Q17 if Q16 is Yes, otherwise go to Q18)
17. Did the exam seem appropriate and/or address your
claimed condition(s)?
a. Yes
b. No
c. Don’t know or not sure

18. If you were previously found ineligible for VA pension
benefits, did you understand why you were found ineligible?
(Mark only one)
a. Yes
b. No
c. Don’t know or not sure
d. Not applicable (Web survey only) (Skip to Q20)
19. In the past 6 months, have you submitted any
documentation required to verify your eligibility for benefits
(e.g., income verification, marriage certificate, medical records,
dependent information, etc.)? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure
(Ask Q20 if Q19 is Yes, otherwise go to Q23)
20. Was there any change (increase or decrease) to your
pension benefits based on the verification of the documents
submitted?
a. Yes
b. No
c. Don’t know or not sure
(Ask Q21 if Yes to Q20, otherwise go to Q22)
21. Were you informed as to the reason why your benefit
payment changed? (Mark only one)
a. Yes
b. No
c. Don’t know or not sure

The following question asks you to rate various aspects of your
experience with benefits, using a scale of 1 to 10 where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average.
22. Please rate your pension benefit on the following items:
(Mark only one per row)
a. Amount of pension benefit payment

b. Timeliness of receiving benefit payment
c. Overall rating of your benefit
Overall Experience with Benefit
23. Thinking about ALL aspects of your experience with your
pension benefits, please rate VA overall, using a 1 to 10 scale
where 1 is Unacceptable, 10 is Outstanding, and 5 is Average.
(Mark only one)
Overall Experience with VA
24. Taking into consideration all of the non-medical benefits
(e.g., education, compensation and pension, home loan
guaranty, vocational rehabilitation and employment, insurance,
etc.) you have applied for or currently receive, please rate your
experience with VA overall, using a scale of 1 to 10 where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average. (Mark only
one)
25. How likely are you to inform other Veterans or
beneficiaries about your experience with VA benefits or
services? (Mark only one)
a. Definitely will not
b. Probably will not
c. Probably will
d. Definitely will

Optional Questions
The following questions are optional.
27. How are you currently using your benefit payment? (Mark
all that apply)
a. Rent/mortgage payment
b. Paying bills
c. Paying down debt
d. Medical expenses
e. Education expenses
f. Establishing savings
g. Other (Specify) ___________________
h. Prefer not to answer
i. Don’t know or not sure
28. Would you like to provide an e-mail address so VA can
contact you with general information about VA benefits and
services? (Mark only one)
a. Yes
b. No
c. I do not have an e-mail address
d. Prefer not to answer
(Ask Q29 if Q28 is Yes)
29. Please enter your preferred e-mail address where you
would like to be contacted: (Open Capture)
a. E-mail:
26. Do you have any other comments or concerns about your
experience? (Open Capture)

Education Servicing
Sample population definition: Beneficiary who has been
enrolled and receiving benefit payments for at least 2
consecutive school terms
Benefit Information
1. How did you FIRST learn about the education benefit
programs? (Mark only one) If you are unsure, please indicate
the first way you remember learning about the education
benefit programs.
a. VA website
b. VetSuccess.gov
c. eBenefits.va.gov
d. Mail (from VA)
e. VA phone number (800-827-1000)
f. Transition Assistance Program/Disabled Transition
Assistance Program briefings
g. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ___________________
h. VA medical center
i. VA Vet center
j. In person at a Regional Office
k. Social media websites (e.g., Facebook, Twitter, etc.)
l. Visit from a VA employee
m. Other Veterans
n. Internet (excluding VA and social media sites)
o. Friends or family
p. Information came with notification/ratings letter
q. Other Publications (e.g., Army Times, local newspaper,
etc.)
r. Other (Specify) ___________________
s. Don’t know or not sure
2. What method(s) do you MOST FREQUENTLY use to
obtain general information about VA’s education benefits or
services? (Mark all that apply)
a. Phone
b. Mail
c. E-mail
d. In person at a Regional Office
e. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ______________
f. Disabled Veterans’ Outreach Program
g. VA website
h. VetSuccess.gov

i. eBenefits.va.gov
j. Social media websites (e.g., Facebook, Twitter, etc.)
k. Other websites (excluding VA or social media sites)
l. VA medical center
m. VA Vet center
n. Friends or family
o. Other Publications (e.g., Army Times, local newspaper,
etc.)
p. Certifying official at school
q. Other (Specify) ___________________
r. Don’t know or not sure
s. None of the above
3. How frequently would you like to receive communications
(e.g., e-mails, letters, newsletters, etc.) from VA about
education benefits or services? (Mark only one)
a. Weekly
b. Monthly
c. Quarterly (every 3 months)
d. Semi-annually (twice per year)
e. Annually (once per year)
f. Don’t know or not sure
4. How would you like to receive information from VA about
education benefits or services? (Mark all that apply)
a. Phone
b. Mail
c. E-mail
d. VA website
e. Social media websites (e.g., Facebook, Twitter, etc.)
f. In person at a Regional Office
g. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ______________
h. Other (Specify) ___________________
i. Don’t know or not sure
The following question asks you to rate various aspects of your
experience with Education, using a scale of 1 to 10 where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average.
5. When thinking about your most frequently used methods of
communication, please rate your experience obtaining
information about your education benefits on the following
items: (Mark only one per row)
a. Ease of accessing information
b. Availability of information

c. Clarity of information
d. Usefulness of information
e. Frequency of information provided by VA
f. Overall rating of information
Contact with VA
6. During the past 6 months, did you contact anyone from VA
about your education benefit? (Mark only one)
a. Yes
b. No
(Ask Q7-Q12 if Q6 is Yes, otherwise go to Q13)
7. Which of the following best describes the reason for your
most recent contact? (Mark only one)
a. Resolve a problem
b. Ask a question
c. Request a change to your records/provide information
8. Can you briefly describe the nature of your most recent
contact? (Mark all that apply)
a. Change your address or direct deposit information

b. Report the death of an individual who received VA benefits
c. Report that you did not receive your monthly stipend or
book allowance
d. Submit monthly verification of enrollment
e. Check on the status of your claim

f. Report a problem with a VA customer service
representative
g. Ask a general question
h. Obtain information about submitting a claim
i. Question about a payment amount
j. Other (Specify) ___________________
9. Thinking about your most recent contact, how did you
contact VA? (Mark only one)
a. Phone
b. Fax
c. Website
d. E-mail
e. Mail

f. In person
10. Was your most recent issue resolved? (Mark only one)
a. Yes
b. No
(Ask Q11 if Q10 is No, otherwise go to Q12)
11. Why wasn’t your most recent issue resolved?
a. Did not receive all of the information required
b. Received incorrect information
c. Was referred to the incorrect office/person
d. Waiting for follow-up from VA
e. Other (Specify) ____________________
f. Don't know or not sure
12. Thinking of your most recent contact with the VA, how
would you rate your overall customer service experience with
the VA or VA representatives using a scale of 1 to 10 where 1
is Unacceptable, 10 is Outstanding, and 5 is Average.
Benefit Entitlement

Non-Post 9/11 GI Bill

Montgomery GI Bill, Survivors and Dependents Education
Assistance (DEA), Reserve Education Assistance Program
(REAP), Veterans Education Assistance Program (VEAP), and
other programs
(Ask Q13 if you are receiving a benefit other than Post 9-11GI
Bill benefits (e.g., MGIB, DEA, VEAP, REAP), otherwise go to
Q14)
13. What type of program are you currently using your
education benefit for? (Mark all that apply)
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.

College/University
NCD (Non-College Degree Programs)
On-the-job and apprenticeship training
Flight training
Independent training/Distance learning/Internet training
Correspondence training
National Testing Program
Licensing and Certification Program
Entrepreneurship training
Work-Study Program

k. Don’t know or not sure

Post 9/11 GI Bill
(Ask Q14 if you are currently receiving Post 9/11 GI Bill
benefits,
otherwise
Q16) for books and supplies in the
14.
Has the
stipend go
youtoreceived
past two terms been incorrect/differed from what was
communicated to you by VA?
a. Yes
b. No
c. Don’t
know
or not
sure you or your school received in the
15.
Has the
tuition
payment
past two terms been incorrect/differed from what was
communicated to you by VA?
a. Yes
b. No
c. Don’t know or not sure
The following question asks you to rate various aspects of your
experience with Education, using a scale of 1 to 10, where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average.
16. Please rate your education benefit payment on the
following items: (Mark only one per row)
a. Amount of financial assistance

b. Effectiveness of benefit in helping you achieve your
educational or vocational goal
c. Timeliness of receiving benefit payment
d. Overall rating of benefit payment
Overall Experience with Benefit Program
17. Thinking about ALL aspects of your experience with your
education benefits, please rate VA overall, using a scale of 1 to
10 where 1 is Unacceptable, 10 is Outstanding, and 5 is
Average. (Mark only one)
Overall Experience with VA
18. Taking into consideration all of the non-medical benefits
(e.g., education, compensation and pension, home loan
guaranty, vocational rehabilitation and employment, insurance,
etc.) you have applied for or currently receive, please rate your
experience with VA overall, using a scale of 1 to 10 where 1 is
Unacceptable, 10 is Outstanding, and 5 is Average. (Mark only
one)
19. How likely are you to inform other Veterans and
beneficiaries about your experience with VA benefits or
services? (Mark only one)
a. Definitely will not
b. Probably will not
c. Probably will
d. Definitely will
School Marketing/Recruiter
20. How did the marketing materials or recruiter at the
school/university you are enrolled at influenced your decision
to enroll in that program. (Mark only one)
a. Definitely did not influence my decision
b. Somewhat influenced my decision
c. Absolutely influenced my decision
21. To what degree was your experience consistent with what
was presented to you in any marketing materials or by a
recruiter? (Mark only one)
a. Not at all consistent
b. Somewhat consistent
c. Very consistent

22. Was your experience with the program you enrolled in...
(Mark only one)
a. Harder than you expected
b. What you expected
c. Easier than you expected
23. Do you have any comments you would like to add
regarding the marketing efforts or recruiter from the
school/university you enrolled in? (Open Capture)
__________________________________________________
_
Optional Questions
The following questions are optional.

24. Would you like to provide an e-mail address so VA can
contact you with general information about VA benefits and
services? (Mark only one)
a. Yes
b. No
c. I do not have an e-mail address
d. Prefer not to answer
(Ask Q26 if Yes in Q25)
25. Please enter your preferred e-mail address where you
would like to be contacted: (Open Capture)
a. E-mail:
60. Do you have any other comments or concerns about your
experience? (Open Capture)

Compensation Servicin
Question #

Question

Source

Benefit Information

How did you FIRST learn about VA benefit programs?
(Mark only one) If you are unsure, please indicate the first
1 way you remember learning about VA benefit programs.

Outreach
Requirement

a. VA website
b. VetSuccess.gov
c. eBenefits.va.gov
d. Mail (from VA)
e. VA phone number (800-827-1000)
f. Transition Assistance Program/Disabled Transition
Assistance Program briefings
g. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ___________________
h. VA medical center
i. VA Vet center
j. In person at a Regional Office
k. Social media websites (e.g., Facebook, Twitter, etc.)
l. Visit from a VA employee
m. Other Veterans
n. Internet (excluding VA and social media sites)
o. Friends or family
p. Other publications (e.g., Army Times, local newspaper,
etc.)
q. Other (Specify) ___________________
r. Don’t know or not sure

What method(s) do you MOST FREQUENTLY use to
obtain general information about VA benefits or services?
2 (Mark all that apply)
a. Phone
b. Mail
c. E-mail
d. In person at a Regional Office
e. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ___________________
f. Disabled Veterans’ Outreach Program
g. VA website
h. VetSuccess.gov
i. eBenefits.va.gov
j. Social media websites (e.g., Facebook, Twitter, etc.)
k. Other websites (excluding VA or social media sites)
l. VA medical center
m. VA Vet center
n. Friends or family
o. Other publications (e.g., Army Times, local newspaper,
etc.)
p. Other (Specify) ___________________

Outreach
Requirement

q. Don’t know or not sure
r. None of the above

How frequently would you like to receive communications
(e.g., e-mails, letters, newsletters, etc.) about VA benefits
3 or services? (Mark only one)

Outreach
Requirement

a. Weekly
b. Monthly
c. Quarterly (every 3 months)
d. Semi-annually (twice per year)
e. Annually (once per year)
g. Don’t know or not sure
How would you like to receive information from VA about

4 benefits or services? (Mark all that apply)

Outreach
Requirement

a. Phone
b. Mail
c. E-mail
d. VA website
e. Social media websites (e.g., Facebook, Twitter, etc.)
f. In person at a Regional Office
g. Veterans Service Organizations, e.g., Disabled American
Veterans, Veterans of Foreign Wars, Paralyzed Veterans of
America, etc. (Specify) ___________________
h. Other (Specify) ___________________
j. Don’t know or not sure
The following question asks you to rate various aspects of
your experience with benefits, using a scale of 1 to 10
where 1 is Unacceptable, 10 is Outstanding, and 5 is
Average.

When thinking about your most frequently used methods of
communication, please rate your experience in obtaining
information about your benefit on the following items: (Mark
5 only one per row)
a. Ease of accessing information
b. Availability of information
c. Clarity of information
d. Usefulness of information
e. Frequency of information provided by VA
f. Overall rating of information

Contact with VA
Factor 2

VBA Performance
Metric
VBA Performance
Metric
VBA Performance
Metric
VBA Performance
Metric
VBA Performance
Metric
VBA Performance
Metric

During the past 6 months, did you contact anyone from VA
6 about your benefit? (Mark only one)

Contact/
Resolution
Assessment

a. Yes
b. No
(Ask Q7-Q12 if Q6 is yes, otherwise go to Q13)

Which of the following best describes the reason for your

7 most recent contact? (Mark only one)

Contact/
Resolution
Assessment

a. Resolve a problem
b. Ask a question
c. Request a change to your records/provide information

Can you briefly describe the nature of your most recent

8 contact? (Mark all that apply)

Contact/
Resolution
Assessment

a. Update your dependency status
b. Change your address or direct deposit information
c. Report the death of an individual who received VA
benefits
d. Report that you did not receive your VA check or direct
deposit
e. Resolve a problem with your benefits
f. Find out about a late benefit payment
g. Report a problem with a VA customer service
representative
h. Ask a general question
i. Obtain information about submitting/re-opening a claim
j. Other (Specify) ___________________

Thinking about your most recent contact, how did you
9 contact VA? (Mark only one)

Contact/
Resolution
Assessment

a. Phone
b. Fax
c. Website
d. E-mail
e. Mail
f. In person

10 Was your most recent issue resolved? (Mark only one)

Contact/
Resolution
Assessment

a. Yes
b. No
Ask Q11 if Q10 is No, otherwise go to Q13

Contact/
Why wasn’t your most recent issue resolved? (Mark all that Resolution
11 apply)
Assessment
a. Did not receive all of the information required
b. Received incorrect information

c. Was referred to the incorrect office/person
d. Waiting for follow-up from VA
e. Other (Specify) _____________
f. Don't know or not sure

Thinking of your most recent contact with the VA, how
would you rate your overall customer service experience
with the VA or VA representatives using a scale of 1 to 10
where 1 is Unacceptable, 10 is Outstanding, and 5 is
12 Average. (Mark only one)

VBA Performance
Metric

Benefit Entitlement
Factor 3
Have you submitted a claim for an increase in your benefit

13 in the past 6 months? (Mark only one)

Benefit
Experience
Requirement

a. Yes
b. No
c. Don’t know or not sure

What is your preferred method to submit a claim? (Mark

14 only one)

Contact
Assessment

a. Mail
b. In person at a Regional Office
c. In person at a Veterans Service Organization, e.g.,
Disabled American Veterans, Veterans of Foreign Wars,
Paralyzed Veterans of America, etc.
d. Veterans Online Application
e. Other (Specify) ___________________
f. Don’t know or not sure
(Ask Q3 if Q1 is yes, otherwise go to Q14)

Benefit

After you submitted your claim, did you receive a letter from
VA notifying you that your claim was received? (Mark only Experience
Requirement
15 one)
a. Yes
b. No
c. Don’t know or not sure
(Ask Q16 if Q15 is Yes, otherwise go to Q21)

Thinking about the letter, was it clear and easy to
16 understand? (Mark only one)

Benefit
Experience
Requirement

a. Not at all clear
b. Somewhat clear
c. Completely clear

17 Did you contact VA to obtain clarification about the letter?
a. Yes

Contact
Assessment

b. No
c. Don’t know or not sure

Benefit

Did VA require you to provide additional medical evidence
beyond the information you provided in your original claim? Experience
18 (Mark only one)
Requirement
a. Yes
b. No
c. Don’t know or not sure
(Ask Q19 if Q18 is yes, otherwise go to Q21)

After you submitted your claim, did VA schedule a medical

19 examination for you to be re-evaluated? (Mark only one)

2004 C&P
Satisfaction Study

a. Yes
b. No
c. Don’t know or not sure
d. Not applicable
(Ask Q20 if Q19 is Yes, otherwise go to Q21)

Did the exam seem appropriate and/or address your

20 claimed condition(s)?
a.

Yes

b.

No

c.

Don’t know or not sure

2004 C&P
Satisfaction Study

Benefit
Have there been any interruptions to your benefit payments Experience
21 in the past 6 months? (Mark only one)
Requirement
a. Yes
b. No
c. Don’t know or not sure
(Q22 if ‘Yes’ to Q21, otherwise go to Q23)

Did you receive a letter notifying you as to the reason why
your benefit payment was interrupted and/or terminated?
22 (Mark only one)

Benefit
Experience
Requirement

a. Yes
b. No
c. Don’t know or not sure
The following question asks you to rate various aspects of
your experience with benefits, using a scale of 1 to 10
where 1 is Unacceptable, 10 is Outstanding, and 5 is
Average.

Please rate your compensation benefit on the following

23 items: (Mark only one per row)

a. Combined disability evaluation rating percentage (eg.
10% disabled)

VBA Performance
Metric

b. Timeliness of receiving benefit payment
c. Clarity of your disability rating
d. Overall rating of benefit payment

VBA Performance
Metric
VBA Performance
Metric
VBA Performance
Metric

Overall Experience with Benefit
Program
Thinking about ALL aspects of your experience with your
compensation benefits, please rate VA overall, using a
scale of 1 to 10 where 1 is Unacceptable, 10 is
24 Outstanding, and 5 is Average. (Mark only one)

VBA Performance
Metric

Overall Experience with VA
Taking into consideration all of the non-medical benefits
(e.g., education, compensation and pension, home loan
guaranty, vocational rehabilitation and employment,
insurance, etc.) you have applied for or currently receive,
please rate your experience with VA overall, using a scale
of 1 to 10 where 1 is Unacceptable, 10 is Outstanding, and
25 5 is Average. (Mark only one)

VBA Performance
Metric

How likely are you to inform other Veterans or beneficiaries
about your experience with VA benefits or services? (Mark VBA Performance
26 only one)
Metric
a. Definitely will not
b. Probably will not
c. Probably will
d. Definitely will

Do you have any other comments or concerns about your
27 experience? (Open Capture)

Benefit
Experience
Requirement

Optional Respondent
Questions
The following questions are optional.

How are you currently using your benefit payment? (Mark

28 all that apply)

Socio-Economic
Differentiator for
Congress/VA
Leadership

a. Rent/mortgage payment
b. Paying bills
c. Paying down debt
d. Medical expenses
e. Education expenses
f. Establishing savings
g. Other (Specify) ___________________
h. Prefer not to state
i. Don’t know or not sure
Would you like to provide an e-mail address so VA can
contact you with general information about VA benefits and Contact
29 services? (Mark only one)
Assessment
a. Yes

b. No
c. I do not have an e-mail address
d. Prefer not to answer
(Ask Q30 if Yes in Q29)
Please enter your preferred e-mail address where you

30 would like to be contacted: (Open Capture)
a. E-mail:

Contact
Assessment

Compensation Servicing items
Purpose of item
This Section enables the
determination if Veteran experience
differs based on informational needs
and usage patterns during the
ongoing servicing of a benefit
Identify usage of available
information sources

Identify most preferred
communication channel for benefits
information

Measures the frequency of
communications received from VA
about their benefits

Assess Veterans' preferred
communication methods

These items will be used in the
development of the index model,
which will determine the factors that
have the largest impact on the overall
Veteran experience with the
Servicing of their benefit.

Determine if Veteran experience
differs based on the level of contact
and issue resolution during the
ongoing benefit servicing

Assess whether or not contact
occurred

Evaluate the reason for the call

Assess the nature of the call

Allows us to measure the satisfaction
with various methods of
communication

Allows us to measure issue resolution

Allows us to identify the reasons why
issues were not resolved

These items will be used in the
development of the index model,
which will determine the factors that
have the largest impact on the overall
Veteran experience with the
Servicing of their benefit.

Determine if Veteran experience
differs based on the level of
engagement with VBA after the
beneficiary is in receipt of a claim
Measure the level of engagement
with VBA during the ongoing
servicing of a benefit

Measure the effectiveness of various
methods of submitting a claim

Measure Veterans' receipt of the
letter that is sent to upon claim
submittal

Allows us to measure the efficacy of
the letter in terms of the letter's
usability

Allows us to determine if the Veteran
had an additional level of
engagement with VBA related to the
letter

Allow us to determine if the Veteran
had an additional level of
engagement with VBA related to
having to provide additional or
duplicate information

Allows us to determine if the Veteran
had an additional level of
engagement as a result of having to
schedule a medical examination

Measures Veteran perception of the
relevance of the exam

Measures receipt of benefit payments

Measures receipt of information
related to interruptions or termination
of benefit payments

These items will be used in the
development of the index model,
which will determine the factors that
have the largest impact on the overall
Veteran experience with the
Servicing of their benefit.

This item will be used in the
development of the index model and
will assist in creating an overall
satisfaction score at the benefit
servicing level.

This item will be used in the
development of an index model for
VBA overall across benefit lines and
benefit status types (enrollment and
servicing).

Assess Veteran advocacy of VA
benefits or services

Allow Veterans' the opportunity to
provide additional information related
to their experience

Assess the usage of the benefit
payment

Opt-in for future contact by VA

Email contact information

sation Servicing items
Rationale
Satisfaction with the servicing experience may be higher or lower dependent upon Veterans' informational
needs and usage patterns after their benefit has been awarded. The informational needs and usage patterns
will be determined in this section. These questions will help us differentiate Veteran satisfaction based on
benefit informational needs and usage, identify areas where improvements to the process can occur and
prioritize them based on the impact of the Benefit Information factor to overall Veteran satisfaction.
This will be used to assess Veteran point-of-entry and most frequent source for finding information about VA
benefits and to evaluate usage patterns. This information will be used in the context of overall satisfaction
with benefit information, including ease of accessing, availability, usefulness, and clarity of information and
identifying information sources where any of these attributes has the potential for improvement.

This question will assess the optimal channel of communications to help maintain an optimal communication
strategy for outreach to Veterans about their benefits.

This question will assess the optimal frequency of communications, in addition to the number of
communications, to help maintain an optimal communication strategy for outreach to Veterans about their
benefits.

This question will help to assess the most desired methods of communication about VA benefits or services
and help guide the strategy for information outreach to Veterans.

Satisfaction with the benefit information represents one of the main elements of Veterans' experience with the
ongoing servicing of their benefit. These items represent key attributes in the ongoing servicing process and
will be compared to other factors to determine the areas of improvement with the greatest overall impact.
These metrics will also allow us to compare the experience of Veterans with different information usage
patterns and informational needs during the ongoing servicing of their benefit.

Satisfaction with the servicing experience may be higher or lower dependent upon Veterans' level of contact
and issue resolution after their benefit has been awarded. The level of contact will be determined in this
section. These questions will help us differentiate Veteran satisfaction based on level of contact and issue
resolution, identify areas where improvements to the process can occur and prioritize them based on the
impact of the Contact factor to overall Veteran satisfaction.

This question allows us to assess whether or not someone has had a contact with VA about their benefit
recently enough to evaluate their experience with the contact. Individuals who have had recent contact with
VA about their benefit may exhibit different levels of satisfaction than those who have not had recent contact.
This question allows us to assess the variation between these two groups.

The reason for calling may contribute to the satisfaction related to the call experience. It is important to
understand how satisfaction varies based on the type of call. This information will be used in conjunction with
the VBA Call Center Satisfaction Research to analyze methods of contact/resolution.

Understand the specific reason for the call to help identify potential needs of various groups of Veterans and
the ability of VA to respond to those needs. This information may assist in developing actionable
recommendations for training, information communication, etc. This information will be used in conjunction
with the VBA Call Center Satisfaction Research to analyze methods of contact/resolution.

Veterans' experiences with contacting VA may differ based on the method they use for contact. This may
highlight contact methods that are used most frequently by Veterans and help identify processes VA can use
to optimize those communication channels.

Veterans who have their issue resolved upon contacting VA may have different levels of satisfaction than
those who do not have their issue resolved. This will allow us to set benchmarks for issue resolution and
identify areas where contact can be improved based on the reason or nature of the call. This information will
be used in conjunction with the VBA Call Center Satisfaction Research to analyze methods of
contact/resolution.

This is important because it allows us to evaluate the reasons why there may be different levels of resolution
depending on the nature and or reason for the call and assist in developing actionable courses of action
based on study results.

Satisfaction with Contacting VA represents one of the main elements of Veterans' experience with the
ongoing servicing of their benefit. These items represent key attributes in the ongoing servicing process and
will be compared to other factors to determine the areas of improvement with the greatest overall impact.
These metrics will also allow us to compare the experience of Veterans with different levels of contact during
the ongoing servicing of their benefit.
Satisfaction with the servicing experience may be higher or lower dependent upon the level of interaction a
Veteran has with VBA after their benefit has been awarded. The level of interaction will be determined based
on the various experiences a Veteran might have after they are in receipt of a claim. Questions focused on
these various experiences will help us differentiate Veteran satisfaction based on the various touch points
related to their benefit entitlement, identify areas where improvements to the process can occur and prioritize
them based on the impact of the Benefit Entitlement factor to overall Veteran satisfaction.
Veteran satisfaction with the benefit servicing experience may differ based on whether or not they submitted a
claim for an increase in benefits. This question will be used to determine variation in the Veteran experience.

Among those who submitted a claim, Veteran satisfaction may differ based on the method they used to
submit the claim. This will help to identify areas where Veterans are experiencing difficulty with the process
and potential opportunities for improvement.

This question will be used to document receipt of the letter that is sent upon claim submittal and evaluate how
receipt of the document may tie to the Veteran experience.

Veteran satisfaction may differ based on whether they had difficulty understanding the information provided in
the standard form letter. Since information in the letter is intended to assist Veterans, this information will
also help us understand if the letter is serving the intended purpose.

Veterans who felt the letter was not completely clear may reach out to VBA for clarification. This question will
be evaluated based on the Veterans' level of satisfaction to determine whether or not the additional level of
contact impacts the Veterans' experience positively or negatively.

Veteran satisfaction may differ based on whether or not they have to provide additional information as a
supplement to their original claim. This will help us identify an area of potential improvement based on a
comparison of levels of satisfaction between those who did have to submit additional information versus those
who did not.

Veteran satisfaction may differ based on whether or not there were additional requirements that had to be
completed in order to process the claim.

Veteran satisfaction may differ based on whether they perceive the exam to be appropriate to address the
claimed condition(s).
Current need from the line of business to understand perception of the exam as related to CPAP.

This question is used to determine if there is variation in Veteran satisfaction based on whether or not
interruptions to benefit payments occur.

This questions is used to determine if satisfaction is different between those who receive information about
interruptions/termination of benefit payments versus those who do not receive information. This may be an
area where a best practice and or benchmarks related to payment interruptions can be identified.

Satisfaction with the benefit entitlement represents one of the main elements of Veterans' experience with the
ongoing servicing of their benefit. These items represent key attributes in the ongoing servicing process and
will be compared to other factors to determine the areas of improvement with the greatest overall impact.
These metrics will also allow us to compare the experience of Veterans with different levels of engagement
with VBA during the ongoing servicing of their benefit.

All factors will be assessed in the context of the overall satisfaction score to understand the relative
importance of each factor on Veterans' overall satisfaction.

Overall satisfaction with each benefit line at the enrollment and servicing level will be evaluated in the context
of the overall experience with VA to understand the relative impact of different experiences across benefit
lines.
Veterans with a more positive experience with the benefit line and VA overall may be more likely to positively
advocate VA to their peers. This question will help identify changes in advocacy based on changes in the
level of satisfaction over time.

Veterans' may have additional information related to their experience that will help understand and interpret
their overall experience. This may include elements of the experience that are not easily captured in
quantitative form.

Veterans who have different experiences in the ongoing services of their benefit may have different levels of
satisfaction or exhibit different needs based on how they are using their benefit payment. For example,
someone who is using their benefit payment for savings may be less impacted than someone who is using it
for a rent/mortgage payment. This helps assess Veterans' needs.

Consent to contact respondent with more information on benefits and programs

Send additional information from VA to veterans - i.e. eBenefits information

Preliminary Sample Population - Defined

1) Edu Enrollment

Beneficiaries who have received a decision on their application
within the past 90 days (i.e., the original end-product has been
cleared within the past 90 days) and classified in one of the
following buckets: (1) Accepted and enrolled or (2) Accepted and
not enrolled

2) Edu Servicing
Beneficiary who has been enrolled and receiving benefit payments
for at least 2 consecutive school terms

3) Compensation Enrollment

Individuals who have received a decision in the past 30 days
(includes those who were found eligible on a new or subsequent
claim and those who have been denied and are not appealing the
decision)

4) Compensation Servicing
Individuals who received a decision or were receiving benefit
payments between 6-18 months ago

5) Pension Enrollment

Individuals who have received a decision in the past 30 days
(includes those who were eligible on a new claim, and those who
were denied and are not appealing the decision)

6) Pension Servicing
Individuals who have currently been receiving benefits for at least 6
months or individuals who received a decision 12 months ago

7) LGY

8) SAH

Individuals who closed a VA home loan in the past 90 days
(includes purchase loans, interest rate reductions, and cash
out/other refinancing)
Individuals who are eligible for an SAH grant, and in the past 12
months have including (1) received an approval on their grant and
are currently somewhere in post-approval, (2 have had all their
funds dispersed and final accounting is not yet complete, and (3)
have had all of their funds dispersed and final accounting is
complete

8) SAH

9) VR&E Enrollment

10) VR&E Servicing

11) VR&E Escaped Beneficiary

Individuals who are eligible for an SAH grant, and in the past 12
months have including (1) received an approval on their grant and
are currently somewhere in post-approval, (2 have had all their
funds dispersed and final accounting is not yet complete, and (3)
have had all of their funds dispersed and final accounting is
complete
Veterans who had an initial meeting with their VR&E counselor and
were granted a decision regarding their entitlement in the past 60
days (includes those who apply/do not show up for initial
appointment/never receive an entitlement decision, apply/show up
for initial appointment/entitled to program and pursue, apply/show
up for initial appointment/entitled to program and do not pursue,
apply/show up for initial appointment/not entitled to program)
Veterans who have entered and been enrolled in one of the five
tracks for at least 60 days (may include veterans who have been
rehabilitated, veterans who did not fully complete program, and
veterans who have reached maximum rehabilitation gain and could
not proceed in program)
Veterans who dropped out of the program prior to completing a
rehabilitation plan (may include applicants who never attended the
initial meeting with a counselor, applicants who were determined to
be entitled and did not complete a rehabilitation plan, and
applicants who started, but did not complete rehabilitation (i.e.,
negative closures))

Total
Population
Size
(Annual)

Additional breakouts received for total
population

Pilot
Sample
Size

# Pilot
Complete
s

126,236

(1) Benefit type (2) Type of program (3)
Training time (part time, full time, etc.)

10,000

3,000

564,487

(1) Benefit type

10,000

3,000

222,694

(1) Type of beneficiary (2) Age (3) Period of
service

10,000

3,000

(1) Type of beneficiary (2) Age (3) Period of
3,410,766 service

10,000

3,000

63,571

(1) Type of beneficiary (2) Age (3) Period of
service

10,000

3,000

508,348

(1) Type of beneficiary (2) Age (3) Period of
service

10,000

3,000

(1) Type of homebuyer (first time/previous) (2)
Type of loan (purchase/refi/interest rate
325,690/ reduction) (3) Down payment (4) period of
151,490 service (5) age (6) gender (7) race/ethnicity

10,000

3,000

(1) application status (under review,
established, denied)

5,000

1,500

4,042

4,042

(1) application status (under review,
established, denied)

121,772

(1) Age (2) prior education level (3) branch of
service (4) period of service (5) length of
service (6) combined service-connected
disability rating (7) severity of employment
handicap
(1) Age (2) prior education level (3) branch of
service (4) period of service (5) length of
service (6) combined service-connected
disability rating (7) severity of employment
handicap (8) Type of vocational training
program participated in (9) earnings pre- and
post- rehabilitation

11700

(1) Age (2) prior education level (3) branch of
service (4) period of service (5) length of
service (6) combined service-connected
disability rating (7) severity of employment
handicap

77,998

5,000

1,500

10,000

3,000

10,000

3,000

5,000

1,500