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Survey Email Introduction (the following information will be
in the body of the email introducing the survey and with the link to
access the web survey:
The
VA Financial Services Center Customer Support Help Desk (CSHD) and
Payment Resolution Teams (PRT) are looking to improve the overall
customer experience provided to our vendors. We recognize the value
of obtaining customer feedback as part of this initiative and request
your insight into the experience you have had, both positive and
negative, as well as your suggestions. Please provide your candid and
constructive feedback.
OMB
Control Number: 2900-0769
Estimated
Burden: 3 minutes
This
information is collected in accordance with section 3507 of the
Paperwork Reduction Act of 1995. Authority: The information
requested in this survey is authorized by 38 USC, Part I, Chapter 5,
Section 527 that authorizes the collection of data that will allow
measurement and evaluation of the Department of Veterans Affairs
Programs. 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. This survey will focus on vendor
experiences with and views on current support provided by the VA
Financial Services Center Customer Support Help Desk. We anticipate
that the time expended by all individuals who participate and answer
this survey will average 3 minutes. Completion of this form is
voluntary, and failure to respond will have no impact on benefits to
which you may be entitled.
To
take the survey, please click on the following link:
LINK
FOR SURVEY WILL BE PROVIDED.
Thank
you for your participation. We look forward to your response.
Survey (This
is the survey that will be available once the vendor (Customer)
clicks on the survey link:
Customer
Support Help Desk Vendor Satisfaction Survey
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Questions
marked with an asterisk (*) are mandatory.
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1.
*
How long have you been a vendor with VA?
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Less
than 6 months
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Less
than 3 years
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3
years or more
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2.
*
How did you obtain the Customer Support Help Desk contact
information?
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Co-Worker
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Email
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Supervisor
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Referral
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Transferred
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Other,
please specify
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3.
*
How frequently do you or your colleagues contact the Customer
Support Help Desk for assistance by phone?
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Daily
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Weekly
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Biweekly
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Monthly
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Once
or twice per year
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N/A
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4.
*
How frequently do you or your colleagues contact the Customer
Support Help Desk for assistance by email?
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Daily
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Weekly
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Biweekly
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Monthly
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Once
or twice per year
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N/A
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5.
*
What are the top 3 reasons for your inquiries?
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Request
status of payment
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Request
payment details
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Which
invoices were offset by a bill of collection?
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Request
details on short payments
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Status
of receiving reports
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Electronic
Explanation of Benefits (EOB)/Provider Portal questions
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Vendor
Inquiry System (VIS) questions
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Cancelled
payments
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Overbilled
VA - how to send payments back
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Bank
account information/updates
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Other,
please specify
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6.
*
Have you experienced being transferred to another area by the
Customer Support Help Desk for resolution of an inquiry?
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Yes
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No
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7.
If
you were transferred to another area was your issue resolved?
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Yes
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No
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8.
*
Have you been transferred to the Customer Support Help Desk
from another department?
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Yes
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No
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9.
If
you have been transferred to the Customer Support Help Desk
from another area, was the Customer Support Help Desk able to
resolve your inquiry?
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Yes
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No
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10.
*
Do you utilize the Vendor Inquiry System (VIS)?
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Yes
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No
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11.
If
you utilize the Vendor Inquiry System (VIS), does the system
meet your needs?
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12.
*
Does the support provided by the Customer Support Help Desk
improve the chances of you continuing to do business with VA?
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Yes
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No
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13.
How
satisfied are you with the overall support from the Customer
Support Help Desk to resolve your inquiries?
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Dissatisfied
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Somewhat
Dissatisfied
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Neutral
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Satisfied
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Very
Satisfied
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1
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2
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3
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4
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5
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14.
*
Please provide feedback or recommendations for improvement.
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15.
*
Do you have any recommendations or alternate methods for the
Customer Support Help Desk to communicate with you other than
through email and phone calls (i.e. Chat functions, self
service portals, social media, etc.)?
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File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
Author | Rigney-Phillips, Anna |
File Modified | 0000-00-00 |
File Created | 2021-01-27 |