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VHA
Voice of the Veteran (VOV) Satisfaction Survey
Office
of Strategic Integration (OSI) Conjoint Analysis
OMB
No. 2900-0770
Estimated
Burden: 15 minutes
Expiration
Date: 08/31/2017
The
Paperwork Reduction Act of 1995: This
information is collected in accordance with section 3507 of the
Paperwork Reduction Act of 1995. Accordingly, we may not conduct or
sponsor and you are not required to respond to, a collection of
information unless it displays a valid OMB number. We anticipate that
the time expended by all individuals who complete this survey will
average 15 minutes. This includes the time it will take to follow
instructions, gather the necessary facts and respond to questions
asked. Customer satisfaction is used to gauge customer perceptions of
VA services as well as customer expectations and desires. The results
of this telephone/mail survey will lead to improvements in the
quality of service delivery by helping to achieve health services.
Participation in this survey is voluntary and failure to respond will
have no impact on benefits to which you may be entitled.
Conjoint
Survey- External Communication
Section Name
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Section Title
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Level
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Order Group
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Order
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Introduction
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Introduction
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1
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Choice Tasks
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Choice Tasks
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1
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Follow-up Questions
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Additional Questions
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1
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Demographics
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About You
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1
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INTRODUCTION
Welcome.
You have been selected to participate in a J.D. Power study regarding
your access to healthcare.
This
survey will take approximately 15 minutes to complete. We look
forward to your participation.
Click
here for our privacy and
cookie notice.
S1 Are you a Veteran of the United
States Military?
1 Yes
0 No [TERMINATE]
99 Don’t know [TERMINATE]
S2. Do you qualify for health care
from the Department of Veterans Affairs?
Yes—and I currently
receive healthcare from VA
Yes—but I don’t
currently receive healthcare from VA
0 No
[TERMINATE]
[PROG:
Quota Minimum 200 S2=1, Quota Min 200 S2=2 respondents]
S3. In what wartime, what period
did you serve?
1 WWII
2 Korean Conflict
3 Vietnam Era
4 Gulf War
97 Other [PROG:
SPECIFY, FIXED]
[PROG:
Quota 200 Vietnam Era (S3=3) respondents]
D1. In what year were you born?
Year of birth [A: Age] [PROG:
DROPDOWN, FORCED, RANGE = 1914- 1997]
9998 Prefer not to answer
[PROG: EXCLUSIVE]
D2. Are you…? [A: Gender]
[PROG: SINGLE
RESPONSE, FORCED]
1 Male
0 Female
98 Prefer not to answer
[PROG:
Quota 200 women (D2=0)]
CHOICE
TASKS
Thank
you for your responses so far. We’d now like you to go through
an exercise that will better help us understand your opinions about
how you prefer to receive VA communication.
In
the following exercise, you will be presented choices with different
features that fall into 5 different categories as specified below.
Your task is to select the choice you would prefer the most regarding
how you would access VA information. When making your selection, you
can assume everything is the same except the differences shown for
each choice.
You
will be asked to make a selection for a total of 30 screens, 10 for
each different reason for visit. Each screen may look very similar.
However the choices are different so please be careful in making your
selection.
Modality:
How the information is being
communicated to you
Face
to Face
Email
Social
Media/Blog
Phone
Listserv
(e.g., Gov Delivery)
Mail/Postcard
Communicator:
From whom the communication is
being sent
Secretary
McDonald [PROG:
Do not show if Modality = Face to Face]
VA
Central Office [PROG:
Do not show if Modality = Face to Face]
Peer
VHA
medical facility staff
Secondary
source (e.g. newspaper, TV, VSO)
Timeliness
of Communication: How quickly
the information is provided
Same
day
Next
day
Within
1 week
Within
1 month
Length
of Communication: How long it
takes to review the information
Less
than 1 minute
1-5
minutes
6-10
minutes
More
than 10 minutes
Importance
of Material:
Low
importance
Average
importance
High
importance
Urgent
Communication
Content: What the communication
is about
Policy
related
Medical
services
General
VA information
Medical
benefits
Veteran
services (not medical)
[PROG
NOTE: SHOW 30 SCREENS (EXAMPLE BELOW), RANDOMLY MANIPULATING THE
FEATURE SET WITHIN THE THREE CHOICES FOR EACH SCREEN]
FOLLOW-UP
V1. What are your top 3 preferred
methods of communication from VA?
Prog
Column:
1 Most preferred
communication method: PROG
[drop down box]
2 Second choice
PROG [drop down box- exclude V1_1 selection from options]
3 Third choice
PROG [drop down box- exclude V1_1 and V1_2 selection from options]
[PROG:
Drop Down List]
1 Face to face
2 Phone
3 Email
4 Text message
5 Newsletter/Listserv (e.g., Gov
Delivery)
6 Social media (e.g. Twitter,
Facebook)
7 External Media Sources (e.g.
newspaper, TV, VSO)
8 Video message
9 Mail (e.g. letter/postcard)
10 Website
11 MyHealtheVet
12 Annual Report
13 Word of mouth
14 Mobile Apps (e.g., 311Vet,
Moving Forward, PE Coach)
15 Blog (e.g., Vantage Point)
97 Other [PROG:
SPECIFY, FIXED]
V2. How often do you hear about an
initiative, policy, or change first through the press rather than
directly from VA?
[PROG:
SINGLE RESPONSE, FORCED, ORDER=Fixed]
1 Never
2 Not very often
3 Somewhat often
4 Very often
99 Don’t know
How much do you agree or
disagree with the following statements?
V3.
A. I trust VA information
communicated from my peers.
B. I trust VA information
communicated from VA.
C. I trust VA information
communicated from external news outlets.
D. I trust VA information
communicated from Veteran Service Organizations.
[PROG:
STANDARD AGREEMENT GRID, SINGLE RESPONSE, FORCED]
1 Strongly disagree
2 Somewhat disagree
3 Neither disagree nor agree
4 Somewhat agree
5 Strongly agree
V4. What would be the one thing VA
could do to improve communication between Veterans and VHA Employees?
[PROG:
Text Box up to 1000 characters]
98 No comment [PROG:
EXCLUSIVE]
V5a. If “coffee with VA”
events where you could have one-on-one discussions about topics you
are interested in with VA facility directors and staff were available
in your hometown, how likely would you be to attend in person?
1 Definitely will not
2 Probably will not
3 Probably will
4 Definitely will
99 Don’t know
V5b. If “coffee with VA”
events where you could have one-on-one discussions about topics you
are interested in with VA facility directors and staff were available
virtually, how likely would you be to attend?
1 Definitely will not
2 Probably will not
3 Probably will
4 Definitely will
99 Don’t know
V6. Do you see a distinction
between the Veterans Health Administration (VHA) and the Veterans
Benefits Administration?
1 Not at all
2 Partially
3 Completely
99 Don’t Know
V7. From what you have heard, what
is the primary mission of VHA?
[PROG:
Text Box up to 1000 characters]
98 No comment [PROG:
EXCLUSIVE]
V8. Thinking about your
relationship with VA, how much do you agree with each of the
statements listed below?
a. I feel loyal to VA.
b. I am proud to be a Veteran.
c. If I were unable to use VA
services, I would be disappointed.
d. I am
committed to VA.
[PROG:
STANDARD AGREEMENT GRID, SINGLE RESPONSE, FORCED]
1 Strongly disagree
2 Somewhat disagree
3 Neither disagree nor agree
4 Somewhat agree
5 Strongly agree
V9. In the past 12 months, have
you attempted to reach a VHA employee to book an appointment or ask a
question, concern, or express a complaint?
1 Yes
0 No
[PROG:
Show if V9=1]
V9a. How easy was it to reach a
VHA employee?
1 Very difficult
2 Somewhat difficult
3 Somewhat easy
4 Very easy
V10. If you were VA facility
director for the day, what would be one thing you would like to
change?
[PROG:
Text Box up to 1000 characters]
V10a. How would you communicate
that change to Veterans?
[PROG:
Text Box up to 1000 characters]
V11. If VHA were to provide a 24
hour call center where Veterans can ask questions, get information,
and get referrals, how likely would you be to use this service?
[PROG:
STANDARD LOYALTY GRID, SINGLE RESPONSE, FORCED]
1 Definitely will not
2 Probably will not
3 Probably will
4 Definitely will
99 Don’t know
V12. Thinking about the most recent
VHA communication you received by mail, please rate the following
attributes on a 10-point scale
[PROG:
STANDARD ATTRIBUTE GRID, SINGLE RESPONSE, FORCED]
[PROG:
COLUMN]
1= Unacceptable, 5 = Average, 10 =
Outstanding
[PROG:
ROW, ORDER=RANDOMIZE]
A. Appearance of the communication
B. Clarity of information provided
C Depth of information provided
D. Follow-up on topic
E. Overall communication experience
V13. Do you have any final
thoughts about communication between VHA and Veterans you would like
to share?
[PROG:
Text Box up to 1000 characters]
VA
BRAND AND EXPERIENCE
We
are now going to ask you a few questions about VA overall.
__________________________________________________________________________________________
B1.
Please tell us how you feel about the following statement:
[PROG:
STANDARD AGREEMENT GRID, SINGLE RESPONSE, FORCED]
I
trust VA to fulfill our country’s commitment to Veterans.
1 Strongly disagree
2 Somewhat disagree
3 Neither disagree nor agree
4 Somewhat agree
5 Strongly agree
B2.
Consider all your recent experiences with VA (which may have included
healthcare, benefits programs, or memorial services). Please
tell us how you feel about the following statements:
[PROG:
STANDARD AGREEMENT GRID, SINGLE RESPONSE, FORCED]
[PROG:
Column]
1 Strongly disagree
2 Somewhat disagree
3 Neither disagree nor agree
4 Somewhat agree
5 Strongly agree
[PROG:
Row, Order- Rotate]
A
I got the service I needed.
B
It was easy to get what I needed.
C
I felt like a valued customer.
1 Strongly disagree
2 Somewhat disagree
3 Neither disagree nor agree
4 Somewhat agree
5 Strongly agree
About
You
These last few questions
are for classification purposes only.
D3. What was the last year of
school you completed? [A: Education] [PROG:
SINGLE RESPONSE, FORCED]
1 8th grade or less
2 Some high school
3 High school graduate
5 Some college
6 4-year college degree
9 More than 4 year degree
98 Prefer not to answer
D4. Which, if any, of the following
best describes your employment status? [A: Employment status]
[PROG:
SINGLE RESPONSE, FORCED]
1 Full-time
2 Part-time
3 Retired
4 Unemployed
5 Self-employed
98 Prefer not to answer
D5. Which one of the following best
describes your household's total annual income before taxes in
2014 [A: Household income before taxes]
[PROG:
SINGLE RESPONSE, FORCED]
1 Under $25,000
2 $25,000 - $29,999
3 $30,000 - $39,999
4 $40,000 - $49,999
5 $50,000 - $59,999
6 $60,000 - $69,999
7 $70,000 - $79,999
8 $80,000 - $89,999
9 $90,000 - $99,999
10 $100,000 - $124,999
11 $125,000 - $149,999
12 $150,000 - $174,999
13 $175,000 - $199,999
14 $200,000 - $249,999
15 $250,000 - $299,999
16 $300,000 - $349,999
17 $350,000 - $399,999
18 $400,000 - $449,999
19 $450,000 - $499,999
20 $500,000 or more
98 Prefer not to answer
D6. Is the area in which you live
most of the time a/an…?
[PROG:
SINGLE RESPONSE, FORCED]
1 Rural area
2 Suburban area
3 Urban area
97 Other [PROG:
SPECIFY, FIXED]
99 Don't know
D7. What is your current marital
status? [A: Marital status]
[PROG:
SINGLE RESPONSE, FORCED]
1 Married
2 Single (never married)
3 Widowed
4 Divorced/separated
5 Living with domestic partner
98 Prefer not to answer
D8. Are you…? Mark all that
apply. [A: Ethnicity]
[PROG:
MULTIPLE RESPONSE, FORCED]
1 White/Caucasian
2 Black/African American
3 Asian/Asian American
4 Latino/Hispanic
5 Native American
6 Pacific Islander
97 Other
98 Prefer not to answer [PROG:
EXCLUSIVE]
D9. What is your zip code? [A: Zip
code]
[PROG:
NUMERIC, 5 DIGITS, FORCED]
[TEXT BOX]
D10. Which of the following best
describes your health status? [PROG:
SINGLE RESPONSE, FORCED]
1 Excellent
2 Very Good
3 Good
4 Fair
5 Poor
98 Prefer not to answer
[PROG:
SHOW TEXT:
That
concludes our survey. J.D. Power thanks you for participating.]
File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
Author | Migdol, Jessica (JDPA) |
File Modified | 0000-00-00 |
File Created | 2021-01-27 |