FY15 Score Card Results

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Overview

Benchmark
FY 2014
Q1 FY2015
Q2 FY2015
Q3 FY2015
Q4 FY2015
FY 2015

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Sheet 1: Benchmark

U.S. Department of Veterans Affairs
Veterans Benefits Administration
Conducted by J.D. Power and Associates
Voice of the Veteran Benchmark Study
2012-2013 Benchmark Scorecard
n=21,534
Question	Compensation Access	Compensation Servicing	Pension Access	Pension Servicing	Education Access	Education Servicing	Loan Guaranty	SAH Grant Process	VR&E Access	VR&E Servicing
Combined Line of Business Index Score	617		645		735		823	701	708
Sample Size (n= )	3,170	3660	2,204	3529	1,211	1299	1,311	1160	957	2188
Overall Satisfaction Index Score	613	620	621	669	724	746	823	701	688	727
Overall Experience with VA (All Benefits Received) (mean)	6.68	6.85	6.49	6.83	7.22	7.41	8.09	7.48	6.84	7.29
Benefit Entitlement Index
Overall Experience with Benefit (mean)	6.00	6.41	6.12	6.68	7.28	7.61	8.47	6.74	6.80	7.44
Amount of Benefit (Disability Evaluation %) (mean)	5.92	5.94	6.29	5.96	7.83	7.72	8.58	6.97	6.46	7.25
Overall Rating of Benefit Payment (mean)	6.23	6.53	6.48	6.89	7.82	7.92	8.68	7.38	6.51	7.40
Timeliness of Receiving Benefit/Service (mean)	6.07	6.41	6.13	7.28	7.31	7.38	8.57	6.87	6.45	7.32
Benefit Eligibility and Application Index
Overall Rating of Application Process (mean)	6.00	N/A	6.07	N/A	7.17	N/A	8.04	6.49	7.12	N/A
Flexibility of Application Methods (mean)	5.97	N/A	5.86	N/A	7.18	N/A	7.91	6.23	6.95	N/A
Timeliness of Eligibility Notification (mean)	5.20	N/A	5.56	N/A	6.73	N/A	7.95	6.13	6.97	N/A
Ease of Completing the Application (mean)	6.38	N/A	6.06	N/A	7.44	N/A	8.02	6.59	7.36	N/A
Benefit Information Index
Overall Rating of Information (mean)	6.42	6.38	6.30	6.54	7.01	6.97	7.73	6.74	6.74	6.91
Frequency of Information Provided by VA (mean)	5.97	5.83	5.76	6.00	6.70	6.66	7.23	6.73	6.20	6.33
Usefulness of Information (mean)	6.52	6.48	6.35	6.54	7.29	7.26	7.84	6.03	6.88	7.17
Clarity of Information (mean)	6.10	6.10	5.94	6.13	6.64	6.66	7.45	6.33	6.49	6.73
Availability of Information (mean)	6.22	6.17	6.06	6.21	7.01	6.87	7.69	6.53	6.59	6.75
Ease of Accessing Information (mean)	6.03	5.97	5.89	6.01	6.66	6.58	7.55	6.52	6.53	6.67
Customer Service Index
Overall Customer Service Rating (mean)	6.81	6.30	6.88	6.72	6.61	6.83	7.71	6.75	6.77	6.87
Key Diagnostics:
Most Frequent Information Source: E-Benefits.va.gov	22%	13%	6%	5%	31%	31%	9%	11%	24%	15%
Preferred Method of Contact: E-mail	41%	38%	36%	35%	71%	70%	45%	22%	50%	66%
Preferred Frequency of Communication: Monthly	40%	42%	17%	15%	33%	36%	N/A	32%	43%	44%
Reason for Contact with VA: Ask a Question	45%	41%	50%	41%	53%	50%	63%	66%	58%	48%
	Compensation Access	Compensation Servicing	Pension Access	Pension Servicing	Education Access	Education Servicing	Loan Guaranty	SAH Grant Process	VR&E Access	VR&E Servicing
Combined Line of Business % Satisfied	51%		53%		74%		88%	N/A	68%
Satisfied (7-10)	48%	54%	49%	56%	72%	76%	88%	60%	63%	72%
Dissatisfied (1-6)	52%	46%	51%	44%	23%	24%	12%	40%	37%	28%
Results are for internal use only pending validation of data in accordance with the Office of Management Budget standards.

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Sheet 2: FY 2014

U.S. Department of Veterans Affairs
Veterans Benefits Administration
Conducted by J.D. Power and Associates
Voice of the Veteran Line of Business Tracking Study
FY 14 Scorecard
n= 64,541
Question	Compensation Access	Compensation Servicing	Pension Access	Pension Servicing	Education Access	Education Servicing	Loan Guaranty	SAH Grant Process	VR&E Access	VR&E Servicing
Combined Line of Business Index Score	618		666		762		815	627	698
Sample Size (n= )	32,280	13,487	2,750	2,459	1,037	884	3,294	775	1,677	5,898
Overall Satisfaction Index Score	631	605	648	683	733	790	815	627	685	710
Overall Experience with VA (All Benefits Received) (mean)	6.80	6.71	6.64	7.11	7.23	7.67	8.00	6.75	6.56	7.09
Benefit Entitlement Index
Overall Experience with Benefit (mean)	6.26	6.11	6.44	6.87	7.32	8.02	8.33	5.88	6.59	7.25
Amount of Benefit (Disability Evaluation %) (mean)	6.18	6.00	6.57	6.06	7.58	7.80	8.43	6.51	6.61	7.32
Overall Rating of Benefit Payment (mean)	6.45	6.42	6.90	7.02	7.68	8.29	8.53	6.29	6.61	7.41
Timeliness of Receiving Benefit/Service (mean)	6.33	5.80	6.49	7.53	7.50	8.19	8.44	5.67	6.85	7.44
Benefit Eligibility and Application Index
Overall Rating of Application Process (mean)	6.19	N/A	6.32	N/A	7.28	N/A	8.10	5.97	7.05	N/A
Flexibility of Application Methods (mean)	6.19	N/A	5.99	N/A	7.15	N/A	7.92	5.67	6.92	N/A
Timeliness of Eligibility Notification (mean)	5.41	N/A	5.81	N/A	7.08	N/A	8.06	5.62	6.94	N/A
Ease of Completing the Application (mean)	6.54	N/A	6.21	N/A	7.31	N/A	8.04	6.32	7.25	N/A
Benefit Information Index
Overall Rating of Information (mean)	6.55	6.12	6.49	6.69	7.21	7.52	7.72	6.10	6.62	6.65
Frequency of Information Provided by VA (mean)	7.10	5.64	6.00	6.22	6.78	7.07	7.26	6.09	6.10	6.07
Usefulness of Information (mean)	6.70	6.31	6.54	6.70	7.38	7.54	7.85	5.45	6.76	6.88
Clarity of Information (mean)	6.25	5.87	6.09	6.30	6.71	7.07	7.50	5.73	6.41	6.47
Availability of Information (mean)	6.39	5.98	6.19	6.37	7.24	7.33	7.73	5.98	6.54	6.51
Ease of Accessing Information (mean)	6.20	5.81	6.04	6.23	6.90	7.19	7.60	5.98	6.49	6.45
Customer Service Index
Overall Customer Service Rating (mean)	6.94	6.24	7.32	7.03	7.28	7.77	7.69	6.09	6.57	6.66
Key Diagnostics:
Most Frequent Information Source: E-Benefits.va.gov	25%	23%	7%	5%	33%	23%	11%	15%	27%	14%
Preferred Method of Contact: E-mail	45%	46%	18%	13%	73%	71%	46%	39%	58%	64%
Preferred Frequency of Communication: Monthly	40%	41%	31%	35%	33%	37%	N/A	27%	40%	39%
Reason for Contact with VA: Ask a Question	49%	41%	50%	43%	59%	56%	64%	58%	47%	44%
	Compensation Access	Compensation Servicing	Pension Access	Pension Servicing	Education Access	Education Servicing	Loan Guaranty	SAH Grant Process	VR&E Access	VR&E Servicing
Combined Line of Business % Satisfied	51%		56%		78%		85%	48%	65%
Satisfied (7-10)	51%	50%	53%	58%	73%	82%	85%	48%	60%	69%
Dissatisfied (1-6)	49%	50%	47%	42%	27%	18%	15%	52%	40%	31%
	Increase	No Change	Decrease
	Compared to Q3 cumulative LOB Tracking Results
	Results are for internal use only pending validation of data in accordance with the Office of Management Budget standards.

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Sheet 3: Q1 FY2015

U.S. Department of Veterans Affairs
Veterans Benefits Administration
Conducted by J.D. Power and Associates
Voice of the Veteran Line of Business Tracking Study
Q1 2015 Scorecard
n= 5,256
Question	Compensation Access (FY 2014)	Compensation Servicing (FY 2014)	Compensation Access (Q1 2015)	Compensation Servicing (FY 2015)	Pension Access (FY 2014)	Pension Servicing (FY 2014)	Pension Access (Q1 2015)	Pension Servicing (FY 2015)	Education Access (FY 2014)	Education Servicing (FY 2014)	Education Access (Q1 2015)	Education Servicing (FY 2015)	Loan Guaranty (FY 2014)	Loan Guaranty (Q1 2015)	SAH Grant Process	VR&E Access (FY 2014)	VR&E Servicing (FY 2014)	VR&E Access (Q1 2015)	VR&E Servicing (Q1 2015)
Combined Line of Business Index Score	618		N/A		666		N/A		762		N/A		815	820	N/A	698		N/A
Sample Size (n= )	32,280	13,487	3,507	N/A	2,750	2,459	313	N/A	1,037	884	N/A	N/A	3294	376	N/A	1,677	5,898	N/A	1,060
Overall Satisfaction Index Score	631	605	648	N/A	648	683	666	N/A	733	790	N/A	N/A	815	820	N/A	685	710	N/A	700
Overall Experience with VA (All Benefits Received) (mean)	6.80	6.71	6.93	N/A	6.64	7.11	6.99	N/A	7.23	7.67	N/A	N/A		8.12	N/A	6.56	7.09	N/A	7.09
Benefit Entitlement Index
Overall Experience with Benefit (mean)	6.26	6.11	6.48	N/A	6.44	6.87	6.73	N/A	7.32	8.02	N/A	N/A	8.33	8.44	N/A	6.59	7.25	N/A	7.17
Amount of Benefit (Disability Evaluation %) (mean)	6.18	6.00	6.15	N/A	6.57	6.06	6.81	N/A	7.58	7.80	N/A	N/A	8.43	8.46	N/A	6.61	7.32	N/A	7.28
Overall Rating of Benefit Payment (mean)	6.45	6.42	6.62	N/A	6.90	7.02	7.08	N/A	7.68	8.29	N/A	N/A	8.53	8.60	N/A	6.61	7.41	N/A	7.33
Timeliness of Receiving Benefit/Service (mean)	6.33	5.80	6.77	N/A	6.49	7.53	6.75	N/A	7.50	8.19	N/A	N/A	8.44	8.47	N/A	6.85	7.44	N/A	7.30
Benefit Eligibility and Application Index
Overall Rating of Application Process (mean)	6.19	N/A	6.45	N/A	6.32	N/A	6.41	N/A	7.28	N/A	N/A	N/A	8.10	8.12	N/A	7.05	N/A	N/A	N/A
Flexibility of Application Methods (mean)	6.19	N/A	6.37	N/A	5.99	N/A	6.14	N/A	7.15	N/A	N/A	N/A	7.92	8.00	N/A	6.92	N/A	N/A	N/A
Timeliness of Eligibility Notification (mean)	5.41	N/A	5.77	N/A	5.81	N/A	6.00	N/A	7.08	N/A	N/A	N/A	8.06	7.98	N/A	6.94	N/A	N/A	N/A
Ease of Completing the Application (mean)	6.54	N/A	6.68	N/A	6.21	N/A	6.29	N/A	7.31	N/A	N/A	N/A	8.04	7.99	N/A	7.25	N/A	N/A	N/A
Benefit Information Index
Overall Rating of Information (mean)	6.55	6.12	6.58	N/A	6.49	6.69	6.69	N/A	7.21	7.52	N/A	N/A	7.72	7.75	N/A	6.62	6.65	N/A	6.54
Frequency of Information Provided by VA (mean)	7.10	5.64	6.16	N/A	6.00	6.22	6.15	N/A	6.78	7.07	N/A	N/A	7.26	7.17	N/A	6.10	6.07	N/A	5.99
Usefulness of Information (mean)	6.70	6.31	6.71	N/A	6.54	6.70	6.82	N/A	7.38	7.54	N/A	N/A	7.85	7.75	N/A	6.76	6.88	N/A	6.79
Clarity of Information (mean)	6.25	5.87	6.28	N/A	6.09	6.30	6.21	N/A	6.71	7.07	N/A	N/A	7.50	7.44	N/A	6.41	6.47	N/A	6.39
Availability of Information (mean)	6.39	5.98	6.42	N/A	6.19	6.37	6.39	N/A	7.24	7.33	N/A	N/A	7.73	7.64	N/A	6.54	6.51	N/A	6.42
Ease of Accessing Information (mean)	6.20	5.81	6.23	N/A	6.04	6.23	6.24	N/A	6.90	7.19	N/A	N/A	7.60	7.60	N/A	6.49	6.45	N/A	6.35
Customer Service Index
Overall Customer Service Rating (mean)	6.94	6.24	7.11	N/A	7.32	7.03	7.22	N/A	7.28	7.77	N/A	N/A	7.69	7.91	N/A	6.57	6.66	N/A	6.63
Key Diagnostics:
Most Frequent Information Source: E-Benefits.va.gov	25%	23%	3%	N/A	7%	5%	1%	N/A	33%	23%	N/A	N/A	11%	6%	N/A	27%	14%	N/A	4%
Preferred Method of Contact: E-mail	45%	46%	43%	N/A	18%	13%	18%	N/A	73%	71%	N/A	N/A	46%	48%	N/A	58%	64%	N/A	64%
Preferred Frequency of Communication: Monthly	40%	41%	40%	N/A	31%	35%	31%	N/A	33%	37%	N/A	N/A	N/A	N/A	N/A	40%	39%	N/A	40%
Reason for Contact with VA: Ask a Question	49%	41%	50%	N/A	50%	43%	56%	N/A	59%	56%	N/A	N/A	64%	73%	N/A	47%	44%	N/A	42%
	Compensation Access (FY 2014)	Compensation Servicing (FY 2014)	Compensation Access (Q1 2015)	Compensation Servicing (FY 2015)	Pension Access (FY 2014)	Pension Servicing (FY 2014)	Pension Access (Q1 2015)	Pension Servicing (FY 2015)	Education Access (FY 2014)	Education Servicing (FY 2014)	Education Access (Q1 2015)	Education Servicing (FY 2015)	Loan Guaranty (FY 2014)	Loan Guaranty (Q1 2015)	SAH Grant Process	VR&E Access (FY 2014)	VR&E Servicing (FY 2014)	VR&E Access (Q1 2015)	VR&E Servicing (Q1 2015)
Combined Line of Business % Satisfied	51%		N/A		56%		N/A		78%		N/A		85%	85%		65%		N/A
Satisfied (7-10)	51%	50%	55%	N/A	53%	58%	60%	N/A	73%	82%	N/A	N/A	85%	86%	N/A	60%	69%	N/A	67%
Dissatisfied (1-6)	49%	50%	45%	N/A	47%	42%	40%	N/A	27%	18%	N/A	N/A	15%	14%	N/A	40%	31%	N/A	33%
	Increase	No Change	Decrease
	Compared to FY 2014 cumulative LOB Tracking Results
	Results are for internal use only pending validation of data in accordance with the Office of Management Budget standards.

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Sheet 4: Q2 FY2015

U.S. Department of Veterans Affairs
Veterans Benefits Administration
Conducted by J.D. Power and Associates
Voice of the Veteran Line of Business Tracking Study
Q2 2015 Scorecard
n= 14,718
Question	Compensation Access (FY 2014)	Compensation Servicing (FY 2014)	Compensation Access (Q2 2015)	Compensation Servicing (FY 2015)	Pension Access (FY 2014)	Pension Servicing (FY 2014)	Pension Access (Q2 2015)	Pension Servicing (FY 2015)	Education Access (FY 2014)	Education Servicing (FY 2014)	Education Access (Q2 2015)	Education Servicing (FY 2015)	Loan Guaranty (FY 2014)	Loan Guaranty (Q2 2015)	SAH Grant Process	VR&E Access (FY 2014)	VR&E Servicing (FY 2014)	VR&E Access (Q2 2015)	VR&E Servicing (Q2 2015)
Combined Line of Business Index Score	618		N/A		666		N/A		762		N/A		815	819	N/A	698		N/A
Sample Size (n= )	32,280	13,487	9,836	N/A	2,750	2,459	1,009	N/A	1,037	884	N/A	N/A	3294	954	N/A	1,677	5,898	N/A	2,919
Overall Satisfaction Index Score	631	605	646	N/A	648	683	660	N/A	733	790	N/A	N/A	815	819	N/A	685	710	N/A	723
Overall Experience with VA (All Benefits Received) (mean)	6.80	6.71	6.86	N/A	6.64	7.11	6.91	N/A	7.23	7.67	N/A	N/A		8.00	N/A	6.56	7.09	N/A	7.25
Benefit Entitlement Index
Overall Experience with Benefit (mean)	6.26	6.11	6.51	N/A	6.44	6.87	6.65	N/A	7.32	8.02	N/A	N/A	8.33	8.33	N/A	6.59	7.25	N/A	7.34
Amount of Benefit (Disability Evaluation %) (mean)	6.18	6.00	6.29	N/A	6.57	6.06	6.82	N/A	7.58	7.80	N/A	N/A	8.43	8.46	N/A	6.61	7.32	N/A	7.42
Overall Rating of Benefit Payment (mean)	6.45	6.42	6.67	N/A	6.90	7.02	7.00	N/A	7.68	8.29	N/A	N/A	8.53	8.54	N/A	6.61	7.41	N/A	7.48
Timeliness of Receiving Benefit/Service (mean)	6.33	5.80	6.77	N/A	6.49	7.53	6.64	N/A	7.50	8.19	N/A	N/A	8.44	8.44	N/A	6.85	7.44	N/A	7.54
Benefit Eligibility and Application Index
Overall Rating of Application Process (mean)	6.19	N/A	6.40	N/A	6.32	N/A	6.37	N/A	7.28	N/A	N/A	N/A	8.10	8.04	N/A	7.05	N/A	N/A	N/A
Flexibility of Application Methods (mean)	6.19	N/A	6.33	N/A	5.99	N/A	6.04	N/A	7.15	N/A	N/A	N/A	7.92	7.89	N/A	6.92	N/A	N/A	N/A
Timeliness of Eligibility Notification (mean)	5.41	N/A	5.76	N/A	5.81	N/A	5.93	N/A	7.08	N/A	N/A	N/A	8.06	7.89	N/A	6.94	N/A	N/A	N/A
Ease of Completing the Application (mean)	6.54	N/A	6.65	N/A	6.21	N/A	6.19	N/A	7.31	N/A	N/A	N/A	8.04	8.01	N/A	7.25	N/A	N/A	N/A
Benefit Information Index
Overall Rating of Information (mean)	6.55	6.12	6.58	N/A	6.49	6.69	6.65	N/A	7.21	7.52	N/A	N/A	7.72	7.83	N/A	6.62	6.65	N/A	6.78
Frequency of Information Provided by VA (mean)	7.10	5.64	6.11	N/A	6.00	6.22	6.10	N/A	6.78	7.07	N/A	N/A	7.26	7.36	N/A	6.10	6.07	N/A	6.20
Usefulness of Information (mean)	6.70	6.31	6.71	N/A	6.54	6.70	6.67	N/A	7.38	7.54	N/A	N/A	7.85	7.99	N/A	6.76	6.88	N/A	6.99
Clarity of Information (mean)	6.25	5.87	6.27	N/A	6.09	6.30	6.24	N/A	6.71	7.07	N/A	N/A	7.50	7.59	N/A	6.41	6.47	N/A	6.58
Availability of Information (mean)	6.39	5.98	6.43	N/A	6.19	6.37	6.34	N/A	7.24	7.33	N/A	N/A	7.73	7.86	N/A	6.54	6.51	N/A	6.68
Ease of Accessing Information (mean)	6.20	5.81	6.28	N/A	6.04	6.23	6.17	N/A	6.90	7.19	N/A	N/A	7.60	7.72	N/A	6.49	6.45	N/A	6.65
Customer Service Index
Overall Customer Service Rating (mean)	6.94	6.24	6.94	N/A	7.32	7.03	7.31	N/A	7.28	7.77	N/A	N/A	7.69	7.92	N/A	6.57	6.66	N/A	6.81
Key Diagnostics:
Most Frequent Information Source: E-Benefits.va.gov	25%	23%	3%	N/A	7%	5%	0%	N/A	33%	23%	N/A	N/A	11%	3%	N/A	27%	14%	N/A	5%
Preferred Method of Contact: E-mail	45%	46%	47%	N/A	18%	13%	21%	N/A	73%	71%	N/A	N/A	46%	45%	N/A	58%	64%	N/A	65%
Preferred Frequency of Communication: Monthly	40%	41%	41%	N/A	31%	35%	31%	N/A	33%	37%	N/A	N/A	N/A	N/A	N/A	40%	39%	N/A	40%
Reason for Contact with VA: Ask a Question	49%	41%	49%	N/A	50%	43%	51%	N/A	59%	56%	N/A	N/A	64%	68%	N/A	47%	44%	N/A	42%
	Compensation Access (FY 2014)	Compensation Servicing (FY 2014)	Compensation Access (Q2 2015)	Compensation Servicing (FY 2015)	Pension Access (FY 2014)	Pension Servicing (FY 2014)	Pension Access (Q2 2015)	Pension Servicing (FY 2015)	Education Access (FY 2014)	Education Servicing (FY 2014)	Education Access (Q2 2015)	Education Servicing (FY 2015)	Loan Guaranty (FY 2014)	Loan Guaranty (Q2 2015)	SAH Grant Process	VR&E Access (FY 2014)	VR&E Servicing (FY 2014)	VR&E Access (Q2 2015)	VR&E Servicing (Q2 2015)
Combined Line of Business % Satisfied	51%		N/A		56%		N/A		78%		N/A		85%	85%	N/A	65%		N/A
Satisfied (7-10)	51%	50%	56%	N/A	53%	58%	56%	N/A	73%	82%	N/A	N/A	85%	85%	N/A	60%	69%	N/A	70%
Dissatisfied (1-6)	49%	50%	44%	N/A	47%	42%	44%	N/A	27%	18%	N/A	N/A	15%	15%	N/A	40%	31%	N/A	30%
		No Change	Decrease
	Compared to Q1 2015 LOB Tracking Results
	Results are for internal use only pending validation of data in accordance with the Office of Management Budget standards.

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Sheet 5: Q3 FY2015

U.S. Department of Veterans Affairs
Veterans Benefits Administration
Conducted by J.D. Power and Associates
Voice of the Veteran Line of Business Tracking Study
Q2 2015 Scorecard
n= 32,877
Question	Compensation Access (FY 2014)	Compensation Servicing (FY 2014)	Compensation Access (Q3 2015)	Compensation Servicing (FY 2015)	Pension Access (FY 2014)	Pension Servicing (FY 2014)	Pension Access (Q3 2015)	Pension Servicing (FY 2015)	Education Access (FY 2014)	Education Servicing (FY 2014)	Education Access (Q3 2015)	Education Servicing (FY 2015)	Loan Guaranty (FY 2014)	Loan Guaranty (Q3 2015)	SAH Grant Process	VR&E Access (FY 2014)	VR&E Servicing (FY 2014)	VR&E Access (Q3 2015)	VR&E Servicing (Q3 2015)
Combined Line of Business Index Score	618		647		666		692		762		756		815	823	N/A	698		N/A
Sample Size (n= )	32,280	13,487	9,741	16,030	2,750	2,459	1,009	2,164	1,037	884	457	603	3294	1,158	N/A	1,677	5,898	N/A	1,715
Overall Satisfaction Index Score	631	605	663	630		683	660	716	733	790	722	790	815	823	N/A	685	710	N/A	717
Overall Experience with VA (All Benefits Received) (mean)	6.80	6.71	7.02	6.82	6.64	7.11	6.91	7.33	7.23	7.67	7.21	7.78		8.05	N/A	6.56	7.09	N/A	7.19
Benefit Entitlement Index
Overall Experience with Benefit (mean)	6.26	6.11	6.67	6.43	6.44	6.87	6.65	7.21	7.32	8.02	7.23	7.97	8.33	8.45	N/A	6.59	7.25	N/A	7.29
Amount of Benefit (Disability Evaluation %) (mean)	6.18	6.00	6.37	6.17	6.57	6.06	6.82	6.42	7.58	7.80	7.40	7.66	8.43	8.51	N/A	6.61	7.32	N/A	7.48
Overall Rating of Benefit Payment (mean)	6.45	6.42	6.82	6.74	6.90	7.02	7.00	7.42	7.68	8.29	7.72	8.19	8.53	8.61	N/A	6.61	7.41	N/A	7.47
Timeliness of Receiving Benefit/Service (mean)	6.33	5.80	6.94	6.62	6.49	7.53	6.64	7.87	7.50	8.19	7.29	8.28	8.44	8.43	N/A	6.85	7.44	N/A	7.46
Benefit Eligibility and Application Index
Overall Rating of Application Process (mean)	6.19	N/A	6.59	N/A	6.32	N/A	6.37	N/A	7.28	N/A	7.19	N/A	8.10	8.08	N/A	7.05	N/A	N/A	N/A
Flexibility of Application Methods (mean)	6.19	N/A	6.51	N/A	5.99	N/A	6.04	N/A	7.15	N/A	7.00	N/A	7.92	7.90	N/A	6.92	N/A	N/A	N/A
Timeliness of Eligibility Notification (mean)	5.41	N/A	6.02	N/A	5.81	N/A	5.93	N/A	7.08	N/A	7.05	N/A	8.06	7.93	N/A	6.94	N/A	N/A	N/A
Ease of Completing the Application (mean)	6.54	N/A	6.77	N/A	6.21	N/A	6.19	N/A	7.31	N/A	7.20	N/A	8.04	8.04	N/A	7.25	N/A	N/A	N/A
Benefit Information Index
Overall Rating of Information (mean)	6.55	6.12	6.72	6.24	6.49	6.69	6.65	6.90	7.21	7.52	7.12	7.36	7.72	7.94	N/A	6.62	6.65	N/A	6.78
Frequency of Information Provided by VA (mean)	7.10	5.64	6.29	5.81	6.00	6.22	6.10	6.41	6.78	7.07	6.69	6.89	7.26	7.38	N/A	6.10	6.07	N/A	6.26
Usefulness of Information (mean)	6.70	6.31	6.86	6.38	6.54	6.70	6.67	6.84	7.38	7.54	7.21	7.55	7.85	7.99	N/A	6.76	6.88	N/A	6.99
Clarity of Information (mean)	6.25	5.87	6.38	5.97	6.09	6.30	6.24	6.49	6.71	7.07	6.67	6.94	7.50	7.68	N/A	6.41	6.47	N/A	6.59
Availability of Information (mean)	6.39	5.98	6.55	6.10	6.19	6.37	6.34	6.58	7.24	7.33	7.04	7.28	7.73	7.84	N/A	6.54	6.51	N/A	6.67
Ease of Accessing Information (mean)	6.20	5.81	6.39	5.92	6.04	6.23	6.17	6.41	6.90	7.19	6.74	7.15	7.60	7.70	N/A	6.49	6.45	N/A	6.59
Customer Service Index
Overall Customer Service Rating (mean)	6.94	6.24	7.17	6.34	7.32	7.03	7.31	7.38	7.28	7.77	7.13	7.56	7.69	7.91	N/A	6.57	6.66	N/A	6.83
Key Diagnostics:
Most Frequent Information Source: E-Benefits.va.gov	25%	23%	30%	22%	7%	5%	5%	3%	33%	23%	48%	45%	11%	14%	N/A	27%	14%	N/A	31%
Preferred Method of Contact: E-mail	45%	46%	47%	42%	18%	13%	21%	17%	73%	71%	72%	68%	46%	45%	N/A	58%	64%	N/A	65%
Preferred Frequency of Communication: Monthly	40%	41%	40%	38%	31%	35%	31%	27%	33%	37%	34%	37%	N/A	N/A	N/A	40%	39%	N/A	42%
Reason for Contact with VA: Ask a Question	49%	41%	48%	40%	50%	43%	51%	44%	59%	56%	64%	56%	64%	69%	N/A	47%	44%	N/A	43%
	Compensation Access (FY 2014)	Compensation Servicing (FY 2014)	Compensation Access (Q3 2015)	Compensation Servicing (FY 2015)	Pension Access (FY 2014)	Pension Servicing (FY 2014)	Pension Access (Q3 2015)	Pension Servicing (FY 2015)	Education Access (FY 2014)	Education Servicing (FY 2014)	Education Access (Q3 2015)	Education Servicing (FY 2015)	Loan Guaranty (FY 2014)	Loan Guaranty (Q3 2015)	SAH Grant Process	VR&E Access (FY 2014)	VR&E Servicing (FY 2014)	VR&E Access (Q3 2015)	VR&E Servicing (Q3 2015)
Combined Line of Business % Satisfied	51%		56%		56%		61%		78%		76%		85%	87%	N/A	65%		N/A
Satisfied (7-10)	51%	50%	58%	54%	53%	58%	56%	65%	73%	82%	71%	82%	85%	87%	N/A	60%	69%	N/A	68%
Dissatisfied (1-6)	49%	50%	42%	46%	47%	42%	44%	35%	27%	18%	29%	18%	15%	13%	N/A	40%	31%	N/A	32%
	Increase	No Change	Decrease
	Compared to Q2 2015 LOB Tracking Results
	Comp Serv, Pen Serv, Edu Enroll, and Edu Serv compared to FY 2014 Results
	Combined scores compared to FY 2014 Results
	Results are for internal use only pending validation of data in accordance with the Office of Management Budget standards.

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Sheet 6: Q4 FY2015

U.S. Department of Veterans Affairs
Veterans Benefits Administration
Conducted by J.D. Power and Associates
Voice of the Veteran Line of Business Tracking Study
Q4 2015 Scorecard
n= 39,524
Question	Compensation Access (FY 2014)	Compensation Servicing (FY 2014)	Compensation Access (Q4 2015)	Compensation Servicing (FY 2015)	Pension Access (FY 2014)	Pension Servicing (FY 2014)	Pension Access (Q4 2015)	Pension Servicing (FY 2015)	Education Access (FY 2014)	Education Servicing (FY 2014)	Education Access (Q4 2015)	Education Servicing (FY 2015)	Loan Guaranty (FY 2014)	Loan Guaranty (Q4 2015)	SAH Grant Process	VR&E Access (FY 2014)	VR&E Servicing (FY 2014)	VR&E Access (Q4 2015)	VR&E Servicing (Q4 2015)	VR&E Non-Participant (FY 2014)	VR&E Non-Participant (FY 2015)
Combined Line of Business Index Score	618		653		666		675		762		752		815	814	N/A	698		657		569	582
Sample Size (n= )	32,280	13,487	13,521	16,030	2,750	2,459	1,100	2,164	1,037	884	364	603	3294	1,333	N/A	1,677	5,898	1,106	2,949	373	354
Overall Satisfaction Index Score	631	605	675	630	648	683	633	716	733	790	713	790	815	814	N/A	685	710	600	713	569	582
Overall Experience with VA (All Benefits Received) (mean)	6.80	6.71	7.10	6.82	6.64	7.11	6.56	7.33	7.23	7.67	6.95	7.78	8.00	7.99	N/A	6.56	7.09	6.26	7.24	5.53	5.89
Benefit Entitlement Index
Overall Experience with Benefit (mean)	6.26	6.11	6.79	6.43	6.44	6.87	6.32	7.21	7.32	8.02	7.10	7.97	8.33	8.34	N/A	6.59	7.25	5.78	7.34	4.99	5.15
Amount of Benefit (Disability Evaluation %) (mean)	6.18	6.00	6.44	6.17	6.57	6.06	6.53	6.42	7.58	7.80	7.20	7.66	8.43	8.36	N/A	6.61	7.32	5.56	7.48	5.99	6.51
Overall Rating of Benefit Payment (mean)	6.45	6.42	6.93	6.74	6.90	7.02	6.57	7.42	7.68	8.29	7.33	8.19	8.53	8.49	N/A	6.61	7.41	5.23	7.47	6.09	6.12
Timeliness of Receiving Benefit/Service (mean)	6.33	5.80	7.08	6.62	6.49	7.53	6.24	7.87	7.50	8.19	7.03	8.28	8.44	8.36	N/A	6.85	7.44	5.60	7.41	6.19	6.47
Benefit Eligibility and Application Index
Overall Rating of Application Process (mean)	6.19	N/A	6.78	N/A	6.32	N/A	6.23	N/A	7.28	N/A	7.15	N/A	8.10	8.03	N/A	7.05	N/A	6.26	N/A	5.89	6.15
Flexibility of Application Methods (mean)	6.19	N/A	6.58	N/A	5.99	N/A	5.98	N/A	7.15	N/A	7.10	N/A	7.92	7.88	N/A	6.92	N/A	6.20	N/A	5.80	5.85
Timeliness of Eligibility Notification (mean)	5.41	N/A	6.19	N/A	5.81	N/A	5.80	N/A	7.08	N/A	7.05	N/A	8.06	7.82	N/A	6.94	N/A	6.29	N/A	5.69	5.71
Ease of Completing the Application (mean)	6.54	N/A	6.90	N/A	6.21	N/A	6.19	N/A	7.31	N/A	7.18	N/A	8.04	7.95	N/A	7.25	N/A	6.65	N/A	6.31	6.22
Benefit Information Index
Overall Rating of Information (mean)	6.55	6.12	6.81	6.24	6.49	6.69	6.38	6.90	7.21	7.52	7.07	7.36	7.72	7.83	N/A	6.62	6.65	6.05	6.75	N/A	N/A
Frequency of Information Provided by VA (mean)	7.10	5.64	6.35	5.81	6.00	6.22	5.79	6.41	6.78	7.07	6.67	6.89	7.26	7.30	N/A	6.10	6.07	5.63	6.20	N/A	N/A
Usefulness of Information (mean)	6.70	6.31	6.89	6.38	6.54	6.70	6.41	6.84	7.38	7.54	7.34	7.55	7.85	7.90	N/A	6.76	6.88	6.20	6.94	N/A	N/A
Clarity of Information (mean)	6.25	5.87	6.41	5.97	6.09	6.30	5.97	6.49	6.71	7.07	6.69	6.94	7.50	7.63	N/A	6.41	6.47	5.87	6.53	N/A	N/A
Availability of Information (mean)	6.39	5.98	6.59	6.10	6.19	6.37	6.07	6.58	7.24	7.33	6.99	7.28	7.73	7.78	N/A	6.54	6.51	6.09	6.61	N/A	N/A
Ease of Accessing Information (mean)	6.20	5.81	6.42	5.92	6.04	6.23	5.93	6.41	6.90	7.19	6.72	7.15	7.60	7.61	N/A	6.49	6.45	6.01	6.55	N/A	N/A
Customer Service Index
Overall Customer Service Rating (mean)	6.94	6.24	7.38	6.34	7.32	7.03	7.12	7.38	7.28	7.77	7.12	7.56	7.69	8.14	N/A	6.57	6.66	6.21	6.70	N/A	N/A
Key Diagnostics:
Most Frequent Information Source: E-Benefits.va.gov	25%	23%	29%	22%	7%	5%	6%	3%	33%	23%	48%	45%	11%	13%	N/A	27%	14%	37%	27%	N/A	N/A
Preferred Method of Contact: E-mail	45%	46%	43%	42%	18%	13%	23%	17%	73%	71%	71%	68%	46%	41%	N/A	58%	64%	61%	65%	N/A	N/A
Preferred Frequency of Communication: Monthly	40%	41%	39%	38%	31%	35%	33%	27%	33%	37%	33%	37%	N/A	N/A	N/A	40%	39%	38%	38%	N/A	N/A
Reason for Contact with VA: Ask a Question	49%	41%	50%	40%	50%	43%	47%	44%	59%	56%	65%	56%	64%	65%	N/A	47%	44%	51%	42%	N/A	N/A
	Compensation Access (FY 2014)	Compensation Servicing (FY 2014)	Compensation Access (Q4 2015)	Compensation Servicing (FY 2015)	Pension Access (FY 2014)	Pension Servicing (FY 2014)	Pension Access (Q4 2015)	Pension Servicing (FY 2015)	Education Access (FY 2014)	Education Servicing (FY 2014)	Education Access (Q4 2015)	Education Servicing (FY 2015)	Loan Guaranty (FY 2014)	Loan Guaranty (Q4 2015)	SAH Grant Process	VR&E Access (FY 2014)	VR&E Servicing (FY 2014)	VR&E Access (Q4 2015)	VR&E Servicing (Q4 2015)	VR&E Non-Participant (FY 2014)	VR&E Non-Participant (FY 2015)
Combined Line of Business % Satisfied	51%		57%		56%		59%		78%		75%		85%	84%	N/A	65%		59%		36%	38%
Satisfied (7-10)	51%	50%	60%	54%	53%	58%	53%	65%	73%	82%	68%	82%	85%	84%	N/A	60%	69%	49%	70%	36%	38%
Dissatisfied (1-6)	49%	50%	40%	46%	47%	42%	47%	35%	27%	18%	32%	18%	15%	16%	N/A	40%	31%	51%	30%	64%	62%
	Increase	No Change	Decrease
	Compared to Q3 2015 LOB Tracking Results
	Comp Serv, Pen Serv, Edu Enroll, and Edu Serv compared to FY 2014 Results
	Combined scores compared to FY 2014 Results
	Results are for internal use only pending validation of data in accordance with the Office of Management Budget standards.

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Sheet 7: FY 2015

U.S. Department of Veterans Affairs
Veterans Benefits Administration
Conducted by J.D. Power and Associates
Voice of the Veteran Line of Business Tracking Study
FY 2015 Scorecard
n=73,134
		Compensation					Pension					Education					Loan Guaranty			Vocational Rehabilitation & Employment
		FY14		FY15			FY14		FY15			FY14		FY15			FY14	FY15		FY14		FY15		FY14	FY15
Question		Access	Servicing	Access	Servicing		Access	Servicing	Access	Servicing		Access	Servicing	Access	Servicing		Home Loan	Home Loan		Access	Servicing	Access	Servicing	Non-Participant	Non-Participant
Combined Line of Business Index Score		618		646			666		684			762		754			815	819		698		658		569	582
Sample Size (n= )		32,280	13,487	36,605	16,030		2,750	2,459	2,987	2,164		1,037	884	821	603		3294	3,821		1,677	5,898	1,106	8,643	373	354
Overall Satisfaction Index Score		631	605	662	630		648	683	652	716		733	790	718	790		815	819		685	710	600	715	569	582
Overall Experience with VA (All Benefits Received) (mean)		6.80	6.71	7.00	6.82		6.64	7.11	6.83	7.33		7.23	7.67	7.10	7.78			8.02		6.56	7.09	6.26	7.21	5.53	5.89
Benefit Entitlement Index
Overall Experience with Benefit (mean)		6.26	6.11	6.65	6.43		6.44	6.87	6.56	7.21		7.32	8.02	7.17	7.97		8.33	8.38		6.59	7.25	5.78	7.31	4.99	5.15
Amount of Benefit (Disability Evaluation %) (mean)		6.18	6.00	6.35	6.17		6.57	6.06	6.74	6.42		7.58	7.80	7.31	7.66		8.43	8.44		6.61	7.32	5.56	7.43	5.99	6.51
Overall Rating of Benefit Payment (mean)		6.45	6.42	6.80	6.74		6.90	7.02	6.89	7.42		7.68	8.29	7.55	8.19		8.53	8.55		6.61	7.41	5.23	7.46	6.09	6.12
Timeliness of Receiving Benefit/Service (mean)		6.33	5.80	6.93	6.62		6.49	7.53	6.53	7.87		7.50	8.19	7.18	8.28		8.44	8.41		6.85	7.44	5.60	7.45	6.19	6.47
Benefit Eligibility and Application Index
Overall Rating of Application Process (mean)		6.19	N/A	6.60	N/A		6.32	N/A	6.35	N/A		7.28	N/A	7.17	N/A		8.10	8.06		7.05	N/A	6.26	N/A	5.89	6.15
Flexibility of Application Methods (mean)		6.19	N/A	6.47	N/A		5.99	N/A	6.05	N/A		7.15	N/A	7.04	N/A		7.92	7.90		6.92	N/A	6.20	N/A	5.80	5.85
Timeliness of Eligibility Notification (mean)		5.41	N/A	5.99	N/A		5.81	N/A	5.89	N/A		7.08	N/A	7.05	N/A		8.06	7.89		6.94	N/A	6.29	N/A	5.69	5.71
Ease of Completing the Application (mean)		6.54	N/A	6.78	N/A		6.21	N/A	6.22	N/A		7.31	N/A	7.19	N/A		8.04	8.00		7.25	N/A	6.65	N/A	6.31	6.22
Benefit Information Index
Overall Rating of Information (mean)		6.55	6.12	6.70	6.24		6.49	6.69	6.57	6.90		7.21	7.52	7.10	7.36		7.72	7.85		6.62	6.65	6.05	6.74	N/A	N/A
Frequency of Information Provided by VA (mean)		7.10	5.64	6.25	5.81		6.00	6.22	6.00	6.41		6.78	7.07	6.68	6.89		7.26	7.33		6.10	6.07	5.63	6.19	N/A	N/A
Usefulness of Information (mean)		6.70	6.31	6.81	6.38		6.54	6.70	6.58	6.84		7.38	7.54	7.27	7.55		7.85	7.93		6.76	6.88	6.20	6.95	N/A	N/A
Clarity of Information (mean)		6.25	5.87	6.35	5.97		6.09	6.30	6.15	6.49		6.71	7.07	6.68	6.94		7.50	7.62		6.41	6.47	5.87	6.54	N/A	N/A
Availability of Information (mean)		6.39	5.98	6.52	6.10		6.19	6.37	6.24	6.58		7.24	7.33	7.02	7.28		7.73	7.81		6.54	6.51	6.09	6.62	N/A	N/A
Ease of Accessing Information (mean)		6.20	5.81	6.36	5.92		6.04	6.23	6.10	6.41		6.90	7.19	6.73	7.15		7.60	7.67		6.49	6.45	6.01	6.57	N/A	N/A
Customer Service Index
Overall Customer Service Rating (mean)		6.94	6.24	7.19	6.34		7.32	7.03	7.25	7.38		7.28	7.77	7.12	7.56		7.69	7.99		6.57	6.66	6.21	6.76	N/A	N/A
Key Diagnostics:
Most Frequent Information Source: E-Benefits.va.gov		25%	23%	30%	22%		7%	5%	5%	3%		33%	23%	48%	45%		11%	13%		27%	14%	37%	28%	N/A	N/A
Preferred Method of Contact: E-mail		45%	46%	45%	42%		18%	13%	21%	17%		73%	71%	72%	68%		46%	43%		58%	64%	61%	65%	N/A	N/A
Preferred Frequency of Communication: Monthly		40%	41%	40%	38%		31%	35%	32%	27%		33%	37%	34%	37%		N/A	N/A		40%	39%	38%	40%	N/A	N/A
Reason for Contact with VA: Ask a Question		49%	41%	49%	40%		50%	43%	50%	44%		59%	56%	65%	56%		64%	68%		47%	44%	51%	42%	N/A
		Increase	No Change
		Compared to FY 2014 LOB Tracking Results
		Preliminary results of the Veterans Benefits Administration (VBA) Customer Satisfaction surveys are being reported pending validation of these results in accordance with the Office of Management and Budget, “Standards and Guidelines for Statistical Surveys.”
		Every VBA Program has a distinct mission, specific processes, Congressional mandates and technologies.  Surveys were developed to measure the effectiveness of processes within a program.  Survey results between VBA programs cannot be compared.