National Personnel Records Center (Military Records) Customer Survey

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National Personnel Records Center (Military Records) Customer
Satisfaction Survey

OMB Control No. 3095-0070
Expires 12/31/26

* Please enter your unique Request Number below.
(Your Request Number can be found in your NPRC Response Letter. Your Request Number
starts with a C and is followed by a hyphen and 10 digits. Enter your Request Number as
shown: "C-0000166710")

* 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

National Personnel Records Center (Military Records) Customer
Satisfaction Survey

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)

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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).

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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 Institution)
Employer
Other (please specify)

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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:

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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):

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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)

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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.

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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.

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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.

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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.)

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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.)

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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.

National Personnel Records Center (Military Records) Customer
Satisfaction Survey
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 (MP), 8601
Adelphi Rd, College Park, MD 20740-6001. DO NOT SEND COMPLETED FORMS TO THIS ADDRESS.
OMB Control No. 3095-0070. Expires 12/31/26

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