VBA Education Call Center (ECC) Satisfaction Survey

VBA Education Call Center (ECC) Satisfaction Survey

CATI Survey Questionnaire

OMB Control No: 2900-0744

According to the Paperwork Reduction Act of 1995, an agency may not conduct or sponsor, and a person is not required to respond to, a collection of information unless it displays a valid OMB control number. The valid OMB control number for this information collection 2900-0744. The time required to complete this information collection is estimated to average 6 minutes per response, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information.

Announcement

Hello, my name is [INSERT INTERVIEWER NAME], and I am calling on behalf of the Department of Veterans Affairs, VA.

May I please speak with [INSERT CUSTOMER NAME FROM SAMPLE]?

I understand that you contacted the Department of Veterans Affairs Education Call Center on [INSERT DATE FROM SAMPLE] and I would like your feedback on your customer experience.

S1. The survey will take about [Insert burden from OMB approved collection] 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)?

(DO NOT READ LIST --POST CODE FROM THE RESPONSE LIST)

S4. If claim is pending ask…How long has your claim been pending? (Open Capture)

(DO NOT READ LIST --POST CODE FROM THE RESPONSE LIST)

S4a. For which education benefit were you calling about? (Open Capture)

(DO NOT READ LIST --POST CODE FROM THE RESPONSE LIST)

S4b. If calling about a denied claim ask…How long ago was your claim denied? (Open Capture)

Survey

Q1. During the call, did you need (or request) a form mailed or faxed to you?

1. Yes

2. No

Q1a. <If yes to Q1.> How was the form or information sent to you?

Q1b. < If Q1a is not email.> 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

Q4a. <If Yes to Q4.> How could the representative make the information easier to understand?

(DO NOT READ LIST --POST CODE FROM THE RESPONSE LIST)

Q5. How many times did you contact the VA regarding this issue? (Open Capture)

[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. The purpose of your call was [answer from question 3].  Was this issue resolved? (Skip logic will apply based on question S3 response)

[IF RESPONDENT IS UNSURE, CODE ANSWER AS “NO”]

1. Yes

2. No

Please rate your call experience with the 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 only able to enter a number. What number best reflects 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 willingness to assist you

Q10. Knowledge of the representative

Q11. Courtesy of the representative

Q12. The usefulness of information provided for your problem, question or request during this phone call

Q13. Timeliness of resolving your problem, question or request

Q14. Your Overall Service Experience with the call center 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?

1. Definitely Will Not

2. Probably Will Not

3. Probably Will

4. Definitely Will

Now think about your experiences with all the services provided by the Department of Veterans Affairs (which include healthcare, benefits programs, or memorial services). Please tell us how you feel about the following statements.

The first statement is…

Q16a. “I got the service I needed.” Would you say you would…

1. Strongly Disagree

2. Disagree

3. Neutral

4. Agree

5. Strongly Agree

The second statement is…

Q16b. “It was easy to get the service I needed.” Would you say you would…

1. Strongly Disagree

2. Disagree

3. Neutral

4. Agree

5. Strongly Agree

The final statement is…

Q16c. “I felt like a valued customer.” Would you say you would…

1. Strongly Disagree

2. Disagree

3. Neutral

4. Agree

5. Strongly Agree

Next, we’re going to ask you a few questions about the GI Bill website.

Q17. Are you aware that you can contact VA via online chat?

1. Yes

2. No

[ASK Q18-19 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?

Q18a. <If yes to Q18.> Why did you have to call VA to get information? (open capture)

(DO NOT READ LIST --POST CODE FROM THE RESPONSE LIST)

Please rate your 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)

1. Yes

2. 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 EBENEFITS ACCOUNT INDICATOR IN SAMPLE FILE]

Q21. Did the representative provide you with information on how to sign up for eBenefits?

1. Yes

2. No

Q21a. <If Yes to Q21.> Did the representative offer to transfer you to a contact specialist to sign up for an eBenefits account?

1. Yes

2. No

Q21b. <If No to Q21.> Would you like VA to contact you with more information on how to sign up for an eBenefits account?

1. Yes

2. No

Q22. Did you attempt to research the GI Bill website for additional information regarding your question or request before calling VA?

1. Yes

2. No

Q22a. <If yes to Q22.> Why were you unable find an answer to your question or request on the GI Bill website? (open capture)

(DO NOT READ LIST --POST CODE FROM THE RESPONSE LIST)

Q22. Your response does not affect your VA benefits or services. Your comments are sent to VA anonymously, without your name, unless you give permission. Do you want to provide your name with your survey responses?

1. Yes

2. No

Thank you very much for your time. Your feedback will help us provide the best service possible for our nations’ veterans. Good-bye.

[Contract Information]