Military Reference Digital Delivery Customer Feedback

OMB Control No. 3095-0070
Expiration date: 12/31/2020
Military Digital Delivery Customer Satisfaction Survey
Survey Purpose, Method and Scope
1. The purpose of the survey is to collect customer feedback related to NPRC’s recent
deployment of a new process for digitally delivering responses to requests for military records.
2. NPRC Management Systems Staff will email all customers receiving digitally delivered
responses and provide link to survey. Estimate fewer than 500 emails will be sent each week.
3. Process will continue for 3 months or until 200 survey responses are received, whichever
comes first.
4. Email text and survey questions follow.

Customer Communication Email Text
Dear [requester first and last name]
You are one of the first requesters to receive a digital response for military records and we
would greatly appreciate your feedback on our new digital delivery process. Will you take a few
moments to convey your experiences related to our digital response for records for [veteran first
and last name] by completing the questionnaire at the link below.
Please copy and enter this request number (2-xxxxxx) as a response to the first question.
https://forms.gle/AQBPq48MapxksAXR9
Traditionally, we have responded to such requests with paper copies of the documents and sent
them through the United States Postal Service. The National Personnel Records Center receives
thousands of requests every day from people like you and we are committed to improving
delivery and access to our documents.
We greatly appreciate and value your feedback to help improve the way we do business and
invite you to let us know how we are doing.
Thank you, with your assistance.

PAPERWORK REDUCTION ACT PUBLIC BURDEN STATEMENT: You are not required to provide the information requested on a form that is
subject to the Paperwork Reduction Act unless the form displays a valid OMB control number. Public burden reporting for this collection of
information is estimated to be less than 5 minutes per response. Send comments regarding the burden estimate or any other aspect of the
collection of information, including suggestions for reducing this burden, to National Archives and Records Administration (MP), 8601 Adelphi
Rd, College Park, MD 20740-6001. DO NOT SEND COMPLETED FORMS TO THIS ADDRESS.

OMB Control No. 3095-0070
Expiration date: 12/31/2020
Military Digital Delivery Customer Satisfaction Survey
Survey
1. Please paste or type the request number from your email here. Looks like 2XXXXXXXXXXXX
(open ended)
2. It was easy to understand and follow the directions provided in the email you received.
5 Highly Agree
4 Agree
3 Neutral
2 Disagree
1 Highly Disagree
3. It was simple to access and view/print my response and documents.
5 Highly Agree
4 Agree
3 Neutral
2 Disagree
1 Highly Disagree
4. How satisfied are you with digital delivery?
5 Very satisfied
4 Satisfied
3 Neutral
2 Dissatisfied
1 Very dissatisfied
5. Is there anything else you'd like to share with us about your experience with the
digital delivery process?

PAPERWORK REDUCTION ACT PUBLIC BURDEN STATEMENT: You are not required to provide the information requested on a form that is
subject to the Paperwork Reduction Act unless the form displays a valid OMB control number. Public burden reporting for this collection of
information is estimated to be less than 5 minutes per response. Send comments regarding the burden estimate or any other aspect of the
collection of information, including suggestions for reducing this burden, to National Archives and Records Administration (MP), 8601 Adelphi
Rd, College Park, MD 20740-6001. DO NOT SEND COMPLETED FORMS TO THIS ADDRESS.