National Personnel Records Center (NPRC) Customer Satisfaction

Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery

National Personnel Records Center (Military Records) Customer Satisfaction Survey

National Personnel Records Center (NPRC) Customer Satisfaction

OMB: 3095-0070

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*	Please	enter	your	unique	Request	Number	below.	
(Your	Request	Number	can	be	found	in	your	NPRC	Response	Letter.	Your	Request
Number	starts	with	a	single	digit	and	is	followed	by	a	hyphen	and	11	more	digits.
Enter	your	Request	Number	as	shown:	"2-00070074008.")	

*	Please	select	the	FIRST	letter	of	the	Veteran's	FIRST	Name	below.	
Note:	The	FIRST	letter	of	the	First	Name	of	the	Veteran	must	be	selected	from	below
and	will	be	used	as	a	cross-check	to	validate	the	Request	Number.	

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Contact	Us	·	Accessibility	·	Privacy	Policy	·	Freedom	of	Information	Act

Please	share	with	NPRC	your	opinion	about	the	service	you	received	from	us	in
response	to	a	current	request	for	records	or	information.	Please	answer	all	questions
to	the	best	of	your	ability.	If	an	item	does	not	apply,	or	if	you	do	not	have	an	opinion,
leave	it	blank.	
*	Are	you	(please	select	one	of	the	following	from	below	that	best

describes	you):	
Veteran/Retiree	(Requested	your	own	information/record)
Next	of	Kin	(Requested	deceased's	record/information)
Commercial	(Paid)	Researcher/Company
State/County	Veterans	Service	Officer	(VSO)
City/County/State/Federal	Court	official
Law	Enforcement	official	(FBI,	Police,	Sheriff,	etc.)
Senate/Congressional	staff
Private	Citizen	(FOIA	Request)
Media	Member	(Reporter,	News	staff,	etc.)
Medical	Facility	Staff	(Hospital,	Clinic)
Military	Service	Department	staff
Other	(please	specify)

I-1

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the
following	tasks	upon	request,	to	the	best	of	our	abilities	within	the	limits	of	law	and
Department	of	Defense	Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or
if	the	request	is	beyond	what	we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service
Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

Which	method	did	you	use	to	submit	your	request	to	NPRC?	
I	filled	out	a	records	request	form,	i.e.	Standard	Form	180	(SF-180).	
I	used	your	on-line	tool,	through	the	National	Archives	website	(eVetRecs).
I	wrote	a	letter.	
I	paid	a	private	company	or	individual	to	obtain	the	records	on	your	behalf.	
Other	(please	specify).

I-2

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the	following	tasks
upon	request,	to	the	best	of	our	abilities	within	the	limits	of	law	and	Department	of	Defense
Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or	if	the	request	is
beyond	what	we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service	Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

If	you	submitted	your	request	using	the	Standard	Form	180	(SF-180)
request	form,	was	the	process	easy?		
It	was	easy
It	was	not	easy,	it	took	some	effort	to	figure	out

Where	did	you	obtain	the	Standard	Form	180?	
Online	Government	Website	(archives.gov,	etc)
Real	Estate	Agent
State	or	County	Veteran	Service	Office
Military	Organization	(VFW,	etc.)
State	Government	Agency
Funeral	Home
Lawyer
Friend,	Relative,	Other	Veteran
College	(Educational	Instition)
Employer
Other	(please	specify)

I-3

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the	following	tasks
upon	request,	to	the	best	of	our	abilities	within	the	limits	of	law	and	Department	of	Defense
Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or	if	the	request	is
beyond	what	we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service	Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

If	you	submitted	your	request	using	our	on-line	tool	(eVetRecs),	was
the	process	easy?	
It	was	easy
It	was	not	easy,	it	took	some	effort	to	figure	out
It	was	difficult,	you	need	to	find	a	way	to	simplify	it.	I	think	you	should:

I-4

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the	following	tasks
upon	request,	to	the	best	of	our	abilities	within	the	limits	of	law	and	Department	of	Defense
Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or	if	the	request	is
beyond	what	we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service	Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

If	you	had	paid	a	private	company	or	individual	to	obtain	the	record	on
your	behalf	instead	of	using	our	service,	which	is	free	to	most
requesters,	what	was	your	reason?		
It	was	easier	than	requesting	for	it	from	NPRC	directly
I	needed	it	in	a	hurry	and	they	promised	fast	response	time
I	didn’t	know	NPRC’s	services	are	usually	free	to	most	requesters
I	searched	for	directions	on-line	and	the	web	results	lead	me	to	the	company/individual
Other	reason	(please	specify):

P-1

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the	following	tasks
upon	request,	to	the	best	of	our	abilities	within	the	limits	of	law	and	Department	of	Defense
Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or	if	the	request	is
beyond	what	we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service	Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

Considering	our	primary	duties	listed	above,	how	satisfied	are	you	with
the	overall	service	we	have	provided	you?	
Highly	Satisfied	(NPRC	greatly	exceeded	my	expectation)
Satisfied	(NPRC	exceeded	my	expectation)
Neutral	(NPRC	met	my	expectation)
Dissatisfied	(NPRC	did	not	meet	my	expectation)
Highly	Dissatisfied	(NPRC	failed	to	meet	my	expectation)

P-2

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the	following	tasks
upon	request,	to	the	best	of	our	abilities	within	the	limits	of	law	and	Department	of	Defense
Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or	if	the	request	is
beyond	what	we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service	Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

If	your	answer	to	the	previous	question	is	“Dissatisfied”	or	“Highly
Dissatisfied”,	please	help	us	understand	where	we	have	failed	to	meet
your	needs	by	selecting	the	reason	below	that	best	describes	the	error
we	made.	If	reason	is	not	shown,	please	explain	in	the	provided	space
below.	
We	did	not	address	everything	you’ve	requested
We	sent	you	wrong	or	incomplete	information
We	sent	you	documents	that	are	illegible/unreadable
We	referred	you	to	the	wrong	agency/office
We	sent	you	information	that	belonged	to	someone	else
Other	(please	specify):

Remember	that	we	will	not	contact	you	regarding	the	specific	feedback	that	you	left	for	us	here,	but
please	call	our	Customer	Support	line	at	314-801-0800	and	we’ll	do	our	best	to	rectify	the	situation.	

P-3

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the	following	tasks
upon	request,	to	the	best	of	our	abilities	within	the	limits	of	law	and	Department	of	Defense
Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or	if	the	request	is
beyond	what	we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service	Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

If	we	did	not	address	everything	you’ve	requested,	did	we	explain	the
reason	in	our	response	letter?	
Yes,	there	was	an	explanation	provided.
Yes,	there	was	an	explanation	provided,	but	I	am	not	satisfied	with	the	outcome.
No	explanation	was	provided.

P-4

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the	following	tasks
upon	request,	to	the	best	of	our	abilities	within	the	limits	of	law	and	Department	of	Defense
Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or	if	the	request	is
beyond	what	we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service	Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

Contact	with	NPRC	to	check	on	the	status	of	your	request:	
I	called	the	Customer	Service	line.
I	used	the	Status	Request	web	page.
I	did	not	contact	NPRC	to	check	on	the	status	of	my	request.

P-4a

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the	following	tasks
upon	request,	to	the	best	of	our	abilities	within	the	limits	of	law	and	Department	of	Defense
Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or	if	the	request	is
beyond	what	we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service	Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

How	many	times	did	you	call	the	Customer	Service	line	to	check	on	the
status	of	your	request?	(Please	enter	a	numerical	value	below.)		

P-4b

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the	following	tasks
upon	request,	to	the	best	of	our	abilities	within	the	limits	of	law	and	Department	of	Defense
Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or	if	the	request	is
beyond	what	we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service	Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

How	many	times	did	you	use	the	Status	Request	webpage	to	check	on
the	status	of	your	request?	(Please	enter	a	numerical	value	below.)	

P-5

The	primary	duties	of	NPRC’s	Military	Personnel	Records	Facility	are	to	perform	the	following	tasks	upon	request,
to	the	best	of	our	abilities	within	the	limits	of	law	and	Department	of	Defense	Regulations:
-	Provide	official	copies	of	documents	from	the	Veteran’s	Service	or	Medical	records
-	Provide	information	extracts	from	Veteran’s	Service	or	Medical	records
-	Perform	limited	document	corrections	in	the	Veteran’s	official	record
-	Refer	requests	to	the	proper	agency	if	we	do	not	have	the	record	in	our	holdings	or	if	the	request	is	beyond	what
we	are	authorized	to	perform
-	Provide	a	means	for	the	Veterans	or	Next-of-Kin	to	order	replacement	service	Medals	or	Awards
-	Performing	these	tasks	in	an	accurate	and	timely	manner	

If	you	contacted	us	by	phone	through	the	Customer	Service	line,	please
tell	us	about	your	experience:		
	

Highly	Agree
It	was	easy	to	reach
us	by	phone:
Our	Customer
Service
Representative	was
courteous	and
professional
towards	you:
We	addressed	all	of
your
questions/concerns:
You	were	satisfied
with	the	overall
phone	experience:

Agree

Neutral

Disagree

Highly
Disagree

R-1	and	R-2

With	regards	to	the	response	letter	or	package	we	sent	you,	would	you
consider	our	response	time	to	be:	
Faster	than	you’ve	expected.
As	expected.
Slower	than	you’ve	expected.

If	you’ve	requested	the	DD	214	or	equivalent	document,	we	would	have
affixed	them	with	a	raised	seal.	Do	you	find	this	additional	feature
useful	and	necessary?	
Yes,	raised	seal	copies	are	needed	for	my	purpose.
No,	it	doesn’t	make	any	difference	to	me,	just	as	long	as	I	received	a	copy.

RS-1

If	you	could	make	one	change	that	would	improve	the	way	NPRC
handles	requests	for	records	or	information,	what	would	that	be?	

The	space	above	is	for	comment	only.	Please	do	not	ask	a	question	here	or	request
additional	assistance	regarding	the	current	request.	If	you	need	additional
assistance	regarding	NPRC’s	response	to	the	request,	please	contact	our	Customer
Service	Staff	at	314-801-0800.	
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	(ID),	8601
Adelphi	Rd,	College	Park,	MD	20740-6001.	DO	NOT	SEND	COMPLETED	FORMS	TO	THIS	ADDRESS.
OMB	Control	No.	3095-0070.	Expires	1/31/24	

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