Form 046-20226A3 VA NCA Survey-20226A3

U.S. Department of Veterans Affairs

National Cemetery Administration Survey

Introduction

The National Cemetery Administration has contracted CFI Group to conduct this survey to measure your satisfaction with the services you received from one of the Department of Veterans Affairs national cemeteries, which are operated by the National Cemetery Administration. Sharing your opinion is voluntary and confidential, but very important for this research and may help others whom this agency serves in the future.

This survey will take approximately two to five minutes and is authorized by Office of Management and Budget Control No. 1090-0007, which expires on September 30, 2021. 

OQ1. Think back and remember your expectations of the overall quality of the services to be provided before you had experience with the national cemetery and the National Cemetery Administration. Use the 10-point scale below to rate your expectations for the overall quality of the national cemetery and the services provided? (Circle number)

1	2	3	4	5	6	7	8	9	10
Not Very High								Very High

Think about the information you were able to get about the national cemetery ...

1. How difficult or easy was it to get information about the services provided by the national cemetery? (Circle number)

1	2	3	4	5	6	7	8	9	10
Very Difficult								Very Easy

2. Was the information about the national cemetery and its services clear and understandable? (Circle number)

1	2	3	4	5	6	7	8	9	10
Not At All Clear								Very Clear

3. Was the information you received helpful in terms of being accurate and current? (Circle number)

1	2	3	4	5	6	7	8	9	10
Not At All Helpful								Very Helpful

Think about the cemetery staff with whom you had contact ...

4. How courteous was the national cemetery staff? (Circle number)

1	2	3	4	5	6	7	8	9	10	11
Not At All Courteous							Very Courteous			Not Applicable

5. How professional was the national cemetery staff in terms of being knowledgeable, helpful, and responsive?

(Circle number)

1	2	3	4	5	6	7	8	9	10	11
Not At All Professional							Very Professional			Not Applicable

Now think about when you went to the national cemetery for your service ...

6. To what extent did the service and interment pay respect to your loved one in a dignified and respectful manner?

(Circle number)

1	2	3	4	5	6	7	8	9	10
Not At All Respectful							Very Respectful

7. To what extent did the national cemetery you used appear to be maintained as a national shrine? (Circle number)

1	2	3	4	5	6	7	8	9	10
Not Maintained As National Shrine						Very Well Maintained As National Shrine

Please flip page to continue.

Satisfaction includes many things. Please consider your overall satisfaction with the national cemetery ...

8. Consider all your experiences to date with the national cemetery. How satisfied are you with the national cemetery? (Circle number)

1	2	3	4	5	6	7	8	9	10
Very Dissatisfied							Very Satisfied

9. Considering all of your expectations, to what extent has the national cemetery fallen short of or exceeded your expectations? (Circle number)

1	2	3	4	5	6	7	8	9	10
Falls Short of Expectations						Exceeds Expectations

10. Think about an ideal Veteran cemetery that treats Veterans with respect and is maintained as a national shrine. How well does the cemetery you used compare with that ideal? (Circle number)

1	2	3	4	5	6	7	8	9	10
Not Very Close to Ideal							Very Close to Ideal

11. Think about any communication you may have had with the National Cemetery Administration regarding complaints about your experience. Have you ever complained about the national cemetery? (Circle one answer)

Yes (ANSWER Q12A & 12B)

No (SKIP to Question 13)

12A. How well or poorly was your complaint handled? (Circle number)

1	2	3	4	5	6	7	8	9	10
Handled Very Poorly							Handled Very Well

12B. How difficult or easy was it to make your complaint? (Circle number)

1	2	3	4	5	6	7	8	9	10
Very Difficult								Very Easy

12. How willing would you be to say positive things about the job the National Cemetery Administration is doing in providing final resting places for America’s Veterans? (Circle number)

1	2	3	4	5	6	7	8	9	10
Not At All Willing								Very Willing

13. How willing are you to rely on VA and the National Cemetery Administration to meet the burial needs of Veterans and to maintain national cemeteries as national shrines in the future? (Circle number)

1	2	3	4	5	6	7	8	9	10
Not At All Willing								Very Willing

14. Please use the space below to provide any additional feedback you would like to share with the National Cemetery Administration.

Thank you for completing this survey and letting your voice be heard!

Please mail this completed questionnaire in the enclosed pre-paid envelope as soon as possible. If you misplaced the pre-paid envelope, the completed survey can be mailed to the following address:

[INSERT ADDRESS]