J.D. Power and Associates
Veterans Benefits Administration Call Center Research
National Call Centers (NCC)
Invitation Announcement and Survey Questionnaire
OMB Control Number: 2900-0744
Expiration Date: XX-XX-XXXX
Announcement
May I please speak with [INSERT CUSTOMER NAME FROM SAMPLE]?
Hello, my name is [INSERT INTERVIEWER NAME], and I am calling on behalf of J.D. Power and Associates. We understand that you contacted the Department of Veterans Affairs Call Center on [INSERT DATE FROM SAMPLE] with a question or problem and we would like to obtain your feedback on your customer experience.
S1. The survey will only take about four minutes to complete. Is this a good time for you?
1 YES
2 NO
3 WRONG NUMBER/NO ONE BY THAT NAME
4 DID NOT CONTACT THE VA (OR Department of Veterans Affairs) Customer Service
[IF CODE 2 NO ARRANGE CALLBACK; IF 3 OR 4 THANK AND TERMINATE; OTHERWISE CONTINUE]
[No QS2]
S3. Can you briefly describe the reason for your call on (DATE FROM SAMPLE)? (open capture)
(DO NOT READ LIST --POST CODE FROM THE FOLLOWING)
1. To submit a new claim
2. Question or problem about a pending claim (ask S4, do not ask Q6)
3. Question or problem about a claim that is denied (do not ask Q6)
4. To change your address or direct deposit information
5. To report the death of an individual who received VA benefits
7. To ask a general question
9. Question or problem about a payment (over- or under- payment, back payment, non-receipt of payment, etc.)
10. Question or problem about specific benefit (Disability compensation, Post 9/11 GI Bill, health care, home loan, etc.)
11. To report a change in status (add/change dependents, disability
status, etc.)
12. To request a document or form
13. To make or change an appointment
14. To follow-up on a prior issue
8. About something else, not previously mentioned
(if Punch 8: Ask: Please specify: ________)
S4. If claim is pending ask…How long has your claim been pending? (Open Capture)
(DO NOT READ LIST POST CODE FROM THE FOLLOWING)
1. About a claim that has been pending for less than 6 months
2. About a claim that has been pending for 7-12 months
3. About a claim that has been pending for more than 1 year
[NO QS4a]
S4b. If calling about a denied claim ask…About how long ago was your claim denied (Open Capture)
Survey
Q1. During the course of your call, did you need (or request) a form mailed or faxed to you?
[IF RESPONDENT IS UNSURE, CODE ANSWER AS “NO”]
1. Yes
2. No
Q1a. <If Yes to Q1.> Did the agent offer to email this to you?
[IF RESPONDENT IS UNSURE, CODE ANSWER AS “NO”]
1. Yes
2. No
[No Q2-Q3]
Q4. Did you experience any difficulty understanding the information provided by the representative?
[IF RESPONDENT IS UNSURE, CODE ANSWER AS “NO”]
1. Yes
2. No
Q5. How many times did you contact VA regarding this issue?
[ACCEPT NUMERICAL VALUES BETWEEN 1-99. IF RESPONDENT IS UNSURE, CLARIFY: We are talking about how many times you contacted the VA concerning issues from your most recent call.]
Q6. Was your most recent issue resolved? (Skip if answered 2 or 3 to S3)
[IF RESPONDENT IS UNSURE, CODE ANSWER AS “NO”]
1. Yes
2. No
Please rate your call experience with VA on the following items using a 1 to 10 scale where 1 is Unacceptable, 10 is Outstanding and 5 is Average. You may use any number between ONE and TEN to rate your experience. Please rate:
[ACCEPT NUMERICAL VALUES BETWEEN1-10. IF SOMEONE SAYS MORE THAN ONE NUMBER (E.G. 7 OR 8), PLEASE HAVE THEM PICK ONE NUMBER. IF SOMEONE SAYS THEY ARE NOT SURE OR SOMETHING DOES NOT APPLY TO THEM, PLEASE SAY, “I’m not able to enter that response to this question. What number should I put in to best reflect your answer to <READ ATTRIBUTE AGAIN>?]
Q7. Ease of navigating through the phone system
[IF RESPONDENT IS CONFUSED WITH THE TERM “NAVIGATION”, CLARIFY:
When we say navigating, we mean use of the phone system.]
Q8. Promptness in speaking to a person
Q9. Representative’s concern for your needs
Q10. Knowledge of the representative
Q11. Courtesy of the representative
Q12. The usefulness of information provided for your problem, question or request
Q13. Timeliness of resolving your problem, question or request
Q14. Your Overall Service Experience on <Insert Date>
Question 14T addition if Call Center is being monitored this month (rotating question):
Q14T. What is the primary reason that you rated your overall service experience a (enter #)? (Open Capture)
Q15: Now, thinking about the Department of Veterans Affairs and all of the services and benefits you receive, please rate your overall experience USING THE SAME 1 TO 10 POINT SCALE.
Q16. Based on the benefits administered by VA and the service you received, how likely are you to inform another veteran to seek assistance by calling the VA?
Definitely Will Not
Probably Will Not
Probably Will
Definitely Will
[Do not read Question 17 until directed; program is not yet implemented.]
Q17. Are you aware that you can contact VA via online chat?
Yes
No
[ASK Q18-20a IF CALLER HAS AN EBENEFITS ACCOUNT INDICATOR IN SAMPLE FILE]
Q18. Did you attempt to access eBenefits for information regarding your claim, question or request before calling VA?
Yes
No
Q18a. <If yes to 18.> Why did you have to call VA to get information? (open capture)
(DO NOT READ LIST --POST CODE FROM THE FOLLOWING)
Website was down
Having trouble navigating the system/website/Could not find any information
Did not understand information/information was not clear
Do not have my log-in information
Do not feel that website is secure/safe for my personal information
Reset/Forgot my password
Could not upload documentation/difficulty in uploading
Other (please specify______)
Please rate your call experience with VA on the following item using a 1 to 10 scale where 1 is Unacceptable, 10 is Outstanding and 5 is Average. You may use any number between ONE and TEN to rate your experience. Please rate:
[ACCEPT NUMERICAL VALUES BETWEEN1-10. IF SOMEONE SAYS MORE THAN ONE NUMBER (E.G. 7 OR 8), PLEASE HAVE THEM PICK ONE NUMBER. IF SOMEONE SAYS THEY ARE NOT SURE OR SOMETHING DOES NOT APPLY TO THEM, PLEASE SAY, “I’m not able to enter that response to this question. What number should I put in to best reflect your answer to <READ ATTRIBUTE AGAIN>?]
Q19. Please rate your overall experience using eBenefits.
[Do not read Question 20 until directed; program is not yet implemented.]
Q20. Did the representative assist you by jointly navigating your computer screen? (CoBrowse feature)
Yes
No
Q20a. <If Yes to Q20.> Please rate your overall experience using the joint navigation feature USING THE SAME 1 TO 10 POINT SCALE.
[ASK Q21. IF CALLER DOES NOT HAVE AN EBENEFITS ACCOUNT INDICATOR IN SAMPLE FILE]
Q21. Did the representative provide you with information on how to sign up for eBenefits?
Yes
No
Q21a. <If Yes to Q21.> Did the representative offer to transfer you to a contact specialist to sign up for an eBenefits account?
Yes
No
Q21b. <If No to Q21.> Would you like VA to contact you with information on how to sign up for an eBenefits account?
Yes
No
Thank you very much for your time. Your feedback will help us provide the best service possible for our nations’ veterans. Good-bye.
This is a proprietary business document of J.D. Power and Associates.
NOT FOR ANY USE OTHER THAN FOR EXECUTION OF PHONE SURVEYS
ON BEHALF OF J.D. POWER AND ASSOCIATES.
© 2009 J.D. Power and Associates,
The McGraw-Hill Companies, Inc.
All Rights Reserved.
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| Author | JuliaL |
| File Modified | 0000-00-00 |
| File Created | 2021-01-27 |