Attachment E - 2025 NCA Funeral Director Survey.pdf

Marking Instructions

• Use pencil or pen. Make heavy dark marks that fill the circles completely. If you wish to change an answer, erase cleanly (pencil) or put an “X” over the incorrect response (pen).

• Fill in one answer circle for each question unless it states “Mark all that apply.”

• When you are finished, please place the questionnaire in the enclosed postage-paid envelope and put it in the mail.

Correct Mark

Incorrect Marks

An agency may not conduct or sponsor, and a person is not required to respond to, a collection of information unless it displays a currently valid OMB control number. The OMB control number for this project is 2900-0571, and it expires 09/30/2026.

Public reporting burden for this collection of information is estimated to average 20 minutes per respondent, per year, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. Send comments regarding this burden estimate and any other aspect of this collection of information, including suggestions for reducing the burden, to VA Reports Clearance Officer at VACOPaperworkReduAct@va.gov. Please refer to OMB Control No. 2900-0571 in any correspondence. Do not send your completed VA Survey to this email address.

The information you supply will be confidential and protected by the Privacy Act of 1974 (5 U.S.C. 522a) and the VA’s confidentiality statute (38 U.S.C. 5701) as implemented by 38 CFR 1.526(a) and 38 CFR 1.576(b). Disclosure of information involves releases of statistical data and other non-identifying data for the improvement of services within the National Cemetery Administration and for associated administrative purposes.

The survey will take about 20 minutes to complete. Please read each question carefully before making your response. You may complete the survey on-line using the link address noted on the cover letter (https://bit.ly/FDE25E) or by using the enclosed paper copy in this mailing. To access the survey on-line, enter your unique survey ID code ([MasterID]) on the main screen.

If you have any questions or concerns, please contact the Survey Help Line at 1-833-231-7069 or email VistraResearch@ConsultVistra.com.

NATIONAL CEMETERY ADMINISTRATION

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OMB Control Number 2900-0571 Estimated Completion Time: 20-30 Minutes

U.S. DEPARTMENT OF VETERANS AFFAIRS

NATIONAL CEMETERY ADMINISTRATION

2025 FUNERAL DIRECTOR SATISFACTION SURVEY

(National Cemeteries; VA Memorial Products; and State, Tribal or Territorial Veterans Cemeteries)

< MasterID >

BARCODE

SEE MARKING INSTRUCTIONS ON THE COVER. Correct Mark Incorrect Marks

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2025 FUNERAL DIRECTOR NATIONAL SATISFACTION SURVEY

2025 NATIONAL CEMETERIES SATISFACTION SURVEY

1. In the survey packet, please look at the form labeled

“INSTRUCTIONS FOR

COMPLETING THE “NATIONAL

CEMETERIES SATISFACTION

SURVEY QUESTION 1”

to identify which national cemetery you most frequently did business with and fill in the corresponding bubbles in the columns to the right.

Please complete this survey based on your experiences at this national cemetery within the 2024 calendar year.

2. How far is your funeral home from the national cemetery with which you most frequently did business?

Less than 15 miles 45 miles to 59 miles 15 miles to 29 miles 60 miles to 75 miles 30 miles to 44 miles More than 75 miles

3. How long has your funeral home worked with the national cemetery?

Less than 1 year 9 to 12 years 1 to 4 years 13 years or more 5 to 8 years I don’t know

IMPORTANT – PLEASE ANSWER BEFORE PROCEEDING:

1. Do you inform families of Veterans of their potential burial and memorial benefits from the VA for which they might be eligible?

Yes No

2. Are you aware of the NCA Funeral Director resource page at https://www.cem.va.gov/ funeraldirector.asp?

Yes No GO TO QUESTION #5

3. Are you aware that the Funeral Director resources on the NCA website have links to the NCA videos illustrating different committal service options at VA national cemeteries?

Yes No GO TO QUESTION #5

4. Do you find the NCA videos illustrating committal services useful in explaining to a family what to expect when scheduling a service at a VA national cemetery?

Yes Somewhat No Did not view the video I don’t remember

5. Do you typically provide information resources on military honors to next of kin?

Yes No

6. Are you aware of the NCA Pre-Need Eligibility process?

Yes No

7. How often do your customers request “green” (i.e., environmentally sensitive) burials?

Always Often About half of the time Rarely Never

8. Did you offer livestreaming of committal services at cemeteries?

Yes No

9. Are you willing to participate in a Focus Group discussion?

No Yes In what way would you be willing to participate? (Mark all that apply)

Online By phone In person at a focus group facility

Name:_____________________________

Phone Number:______________________ Email:______________________________

10. Did you conduct business at a national cemetery during the 2024 calendar year?

Yes GO TO QUESTION #1 BELOW No GO TO THE MEMORIAL PRODUCTS

SERVICE SATISFACTION SURVEY ON

9 9 9

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4. Do you feel that you are well informed by the national cemetery of its policies and procedures?

Yes, well informed Yes, somewhat well informed No, not well informed

5. In general, of the following services, which one provides you the MOST information about national cemetery policies and procedures? (Mark only one)

VA/NCA website Outreach by cemetery staff Veterans Service Officers Professional associations/conventions/meetings Local newspaper/television news reports Other (specify): _______________________

6. What national cemetery policies or procedures do you feel you could use more information about? (Mark all that apply)

None, I feel well informed Scheduling process Eligibility requirement for burial in a national cemetery Floral policy Military funeral honors Headstone, marker or columbarium niche cover inscription options Presidential Memorial Certificates (the certificate signed by the President of the United States honoring the Veteran’s service) Other (specify): _______________________

For information about the Presidential Memorial Certificate (the certificate signed by the President of the United States honoring the Veteran’s service) or to order more copies, please visit our web page at www.cem.va.gov/pmc.asp.

7. What is the best way for the national cemetery to communicate with your funeral home regarding changes in its policies and procedures? (Mark only one)

Email Letter Phone Fax VA/NCA website Newsletter or flyer

8. Overall, how satisfied are you with the communication between your funeral home and the national cemetery?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied

9. During committal services, how often do you receive the support you need from cemetery staff?

Always Often About half of the time Rarely Never

10. Generally, how often do committal services at the national cemetery start on time?

Always Often About half of the time Rarely Never

11. If you are delayed in arriving at the national cemetery for a scheduled service, how successful is the cemetery in adjusting the schedule to accommodate the family?

Very successful Somewhat successful Neither successful nor unsuccessful Somewhat unsuccessful Very unsuccessful Don’t know/Not applicable

12. How satisfied are you with the NCA’s available dates and times to schedule your committal service and/or interment?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied

13. Overall, how satisfied were you with the length of time you were on the phone to schedule interments with the national cemetery?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied

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14. How easy is the process of scheduling an interment at the national cemetery?

Very easy Somewhat easy Neither easy nor hard Somewhat hard Very hard

15. How do you compare the ease of scheduling between a national cemetery with scheduling another cemetery type?

Easier About the same Harder

16. Do you understand the eligibility requirements for burial in a national cemetery, including eligibility for National Guard, Reservists, and Veteran dependents?

Yes No

17. How easy is it to schedule military honors at the national cemetery?

Very easy Somewhat easy Neither easy nor hard Somewhat hard Very hard

18. To what extent is the quality of military honors acceptable?

Very acceptable Somewhat acceptable Neither acceptable nor unacceptable Somewhat unacceptable Very unacceptable

19. Do you understand the inscription options for the headstone, marker or columbarium niche cover available to next of kin?

Yes No

20. How often do you inform or provide information to your clients about the Veterans Legacy Memorial Program (www.vlm.cem.va.gov)?

Always Often About half of the time Rarely Never, but I have heard of the program Never, but I have NOT heard of the program

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21. The upkeep of the headstones, markers, or columbarium niche covers is excellent

22. The committal shelter used for the service was private, clean, and free of safety hazards

23. The cemetery honors all Veterans and their service to our nation.

24. There are sufficient signs within the cemetery to assist visitors.

25. The quality of service received from cemetery staff is excellent.

26. The national cemetery staff was courteous

27. The national cemetery staff was professional in terms of being knowledgeable, helpful, and responsive

28. The National Cemetery Scheduling Office’s hours of operation meet my needs for scheduling services

29. The information kiosks (i.e., gravesite locators) are helpful to me.

30. The overall appearance of the national cemetery is excellent

31. Overall, I am satisfied with my experience at the national cemetery

32. I would recommend the cemetery to Veteran families during their time of need

33. I trust VA and the National Cemetery Administration to meet the burial needs of Veterans in the future

34. I trust VA and the National Cemetery Administration to maintain national cemeteries as national shrines in the future

35. My experiences with the national cemetery exceeded my expectations

For the following series of statements please indicate your level of agreement.

36. Please use this space to elaborate on any aspect of your experience at the national cemetery you wish to share with us. If your comment is in response to a specific question, please reference the question number.

Note: If you would like to be contacted by the cemetery, please write your name and contact information (address or telephone number):

St ro ng ly ag re e

Ne ith er a gr ee no r d isa gr ee

Di sa gr ee

Ag re e

St ro ng ly di sa gr ee

Do n’ t k w/

No t a pp lic ab le

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2025 MEMORIAL PRODUCTS SERVICE SATISFACTION SURVEY

1. Do you understand the eligibility requirements for Veteran benefits, including eligibility for National Guard, Reservists, and Veteran dependents?

Yes No

2. On average, about how many VA headstones, markers and medallions do you/your company order in a year?

Less than 10 10 to 25 26 to 40 More than 40

3. How do you typically order VA headstones, markers, or medallions? (Mark all that apply)

Via the mail (to National VA) Online via Quick Submit Via fax (to National VA) Via the local VA Office Other (specify) _______________________

4. How satisfied are you with the process you typically use to order headstones, markers, and medallions?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied

5. Did you call the NCA Applicant Assistance Number (1-800-697-6947) for assistance with a headstone, marker or medallion?

Yes No GO TO QUESTION #8 Don’t know GO TO QUESTION #8

6. Why did you call NCA? (Mark all that apply) To check on the status of an order To get help with ordering a marker To file a complaint about a marker Other (specify): _______________________

7. How satisfied were you with the service you received from the NCA Customer Service Representative?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied

8. How easy is the process of scheduling an interment at a national cemetery vs. a non-VA cemetery?

Easier at the non-VA cemetery About the same Easier at the national cemetery Don’t know/No opinion

9. Have you visited the VA website for information about ordering the headstone, marker or medallion?

Yes No GO TO QUESTION #12

10. What kind of information were you looking for on VA’s website? (Mark all that apply)

Download an order form Find out what could go on the headstone/maker/medallion How to order a headstone/marker/medallion Find information on documentation needed Find information on Presidential Memorial Certificates (the certificate signed by the President of the United States honoring the Veteran’s service) Other (specify): _______________________

11. How satisfied were you with the ease of finding the information you were looking for on VA’s website?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied

IMPORTANT – PLEASE ANSWER BEFORE PROCEEDING: Did your funeral home order NCA memorial products (headstones, markers, medallions, or Presidential Memorial Certificates (certificate signed by the President of the United States honoring the Veteran’s service)) during the 2024 calendar year?

Yes GO TO QUESTION 1 BELOW No GO TO THE STATE, TRIBAL OR TERRITORIAL VETERANS CEMETERIES SATISFACTION SURVEY ON PAGE 9

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12. When completing an application for a VA headstone, marker or medallion, do you typically...(Mark only one)

Complete and confirm information with family member’s review and signature Complete and send to VA Partially complete and give to family member for finalization Other (specify): _______________________

13. Are you aware of the following requirements?

Memorial products orders require the signature from the next of kin or written delegation or representation?

Yes No

Certification that the Veteran for whom the headstone, marker or medallion is intended has not committed a capital crime and/or Tier 3 sex offense?

Yes No

14. Generally, about how long after ordering the headstone, marker, or medallion did it arrive?

Less than 1 month Between 1 and 2 months Between 2 and 3 months Between 3 and 4 months More than 4 months Has not arrived yet Don’t know/Not sure

15. How satisfied are you with the amount of time it takes to receive VA markers?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied

16. In the past year, have you/your company had problems with a delivered headstone, marker or medallion?

Yes No GO TO QUESTION #20 Don’t know GO TO QUESTION #20

17. About what percentage of the markers that you receive have problems?

Less than 1% 1-5% 6-10% More than 10%

18. What types of problems have you experienced with VA furnished headstones and markers?

(Mark all that apply) Broken/chipped headstones/markers Typographical errors Wrong information/symbol Discoloration Wrong type of headstone/marker Other (specify): _______________________

19. How satisfied are you with the timeliness in which problems have been corrected?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied

20. Generally, how would you rate the quality of the VA headstones or markers received compared to those received in previous years in the following areas?

Cut Polish Color Finish

Depth of the inscription (Stone only)

21. Please indicate your level of agreement with the following statement: “The overall quality (i.e., craftmanship, not damaged, correct inscription spelling, etc.) of the headstone, marker, or medallion I received from the VA was excellent.”

Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree

22. Are you aware of the Presidential Memorial Certificate (PMC) (the certificate signed by the President of the United States honoring the Veteran’s service)?

Yes No GO TO QUESTION #25

For more information about the Presidential Memorial Certificate (the certificate signed by the President of the United States honoring the Veterans service) or to order more copies, please visit our webpage at www.cem.va.gov/pmc.asp

Be lo w a ve ra ge

Av er ag e

Ab ov e av er ag e

Ex ce lle nt

Ex tre m el y po or

< MasterID >

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23. Do you typically inform your clients about the Presidential Memorial Certificate?

Yes No If no, please explain why not

24. Do you typically order the Presidential Memorial Certificate for your clients?

Yes No

25. Overall, how satisfied are you with your experience with these VA Memorial Products and Services?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied

26. Please use this space to elaborate on any additional aspects of your experience you would like to share with the NCA. If your comment is in response to a specific question, please reference the question number.

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IMPORTANT – PLEASE ANSWER BEFORE PROCEEDING: Did you conduct business at a state, tribal or territorial Veterans cemetery during the 2024 calendar year?

Yes Go to Question 1 below No Please return this survey in the pre-paid envelope provided

1. In the survey packet, please look at the form labeled

“INSTRUCTIONS FOR

COMPLETING THE STATE,

TRIBAL OR TERRITORIAL

VETERANS CEMETERIES

SATISFACTION QUESTION

1” to identify which state, tribal or territorial Veterans cemetery you most frequently did business with and fill in the corresponding bubble to the right.

Please complete this survey based on your experiences at this cemetery within the 2024 calendar year.

2. How far is your funeral home from the state, tribal or territorial Veterans cemetery with which you most frequently did business?

Less than 15 miles 45 to 59 miles 15 to 29 miles 60 to 75 miles 30 to 44 miles More than 75 miles

3. How long has your funeral home worked with the state, tribal or territorial Veterans cemetery?

Less than 1 year 9 to 12 years 1 to 4 years 13 years or more 5 to 8 years Don’t know

4. Do you feel that you are well informed by the state, tribal or territorial Veterans cemetery of its policies and procedures?

Yes, well informed Yes, somewhat well informed No, not well informed

5. In general, of the following services, which one provides you the MOST information about state, tribal or territorial Veterans cemetery policies and procedures? (Mark only one)

Outreach by cemetery staff State, tribal or territorial/VA/NCA website Veterans Service Officers Professional associations/conventions/meetings Local newspaper/television or news reports Other (specify): _______________________

6. About which state, tribal or territorial Veterans cemetery policies or procedures do you feel you could use more information? (Mark all that apply)

None, I feel well informed Scheduling process Eligibility requirements for burial in a state, tribal or territorial Veterans cemetery Floral policy Military funeral honors Headstone, marker, or columbarium niche cover inscription options Presidential Memorial Certificates (the certificate signed by the President of the United States honoring the Veteran’s service) Other (specify): _______________________

For information about the Presidential Memorial Certificate (the certificate signed by the President of the United States honoring the Veteran’s service) or to order more copies, please visit our web page at www.cem.va.gov/pmc.asp.

7. What is the best way for the state, tribal or territorial Veterans cemetery to communicate with your funeral home regarding changes in its policies and procedures? (Mark only one)

Email Phone Letter Fax State, tribal or territorial website Newsletter or flyer

8. Overall, how satisfied are you with the communication between your funeral home and the state, tribal or territorial Veterans cemetery?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied

9 9

2025 STATE, TRIBAL OR TERRITORIAL VETERANS CEMETERIES SATISFACTION SURVEY

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9. Do you understand the eligibility requirements for burial in a state, tribal or territorial Veterans cemetery, including eligibility for National Guard, Reservists, and Veteran dependents?

Yes No For general information about eligibility for interment at a state, tribal or territorial or Veterans cemetery, please visit our web pages at www.cem.va.gov/cem/grants/veterans_cemeteries.asp and www.cem.va.gov/cem/burial_benefits/eligible.asp.

10. Do you understand the inscription options for the headstone, marker or columbarium niche cover available to next of kin?

Yes No

11. How satisfied are you with the state, tribal or territorial Veterans cemetery available dates and times to schedule your committal service and/or interment?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied

12. How easy is the process of scheduling an interment at the state, tribal or territorial Veterans cemetery?

Very easy Somewhat easy Neither easy nor hard Somewhat hard Very hard

13. How long does it typically take to confirm the scheduling of an interment with the state, tribal or territorial Veterans cemetery?

Less than 1 hour 4 to 5 hours 1 to 2 hours 5 to 6 hours 2 to 3 hours 1 to 2 days 3 to 4 hours More than 2 days

14. Overall, how satisfied were you with the length of time you were on the phone to schedule interments with the state, tribal or territorial Veterans cemetery?

Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied

15. How do you compare the ease of scheduling between a state, tribal or territorial Veterans cemetery with another cemetery type?

Easier About the same Harder

16. During committal services, how often do you receive the support you need from cemetery staff?

Always Often About half of the time Rarely Never

17. Generally, how often do committal services at the state, tribal or territorial Veterans cemetery start on time?

Always Often About half of the time Rarely Never

18. If you are delayed in arriving at the state, tribal or territorial Veterans cemetery for a scheduled service, how successful is the cemetery in adjusting the schedule to accommodate the family?

Very successful Somewhat successful Neither successful nor unsuccessful Somewhat unsuccessful Very unsuccessful Don’t know/Not applicable

19. How easy is it to schedule military honors at the state, tribal or territorial Veterans cemetery?

Very easy Somewhat easy Neither easy nor hard Somewhat hard Very hard

20. Are you aware of any state, tribal or territorial Veterans cemetery information resources on military honors?

Yes

Don’t know

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23. The upkeep of the headstones, markers, or columbarium niche covers is excellent

24. The committal shelter used for the service was private, clean, and free of safety hazards

25. The state, tribal or territorial Veterans cemetery honors all Veterans and their service to our nation

26. There are sufficient signs within the state, tribal or territorial Veterans cemetery to assist visitors

27. The quality of service received from state, tribal or territorial Veterans cemetery staff is excellent

28. The state, tribal or territorial Veterans cemetery staff was courteous

29. The state, tribal or territorial Veterans cemetery staff was professional in terms of being knowledgeable, helpful, and responsive

30. The state, tribal or territorial Veterans cemetery hours of operation meet my needs for scheduling services

31. The information kiosks (i.e., gravesite locators) are helpful to me.

32. The overall appearance of the state, tribal or territorial Veterans cemetery is excellent

33. Overall, I am satisfied with my experience at the state, tribal or territorial Veterans cemetery

34. I would recommend the state, tribal or territorial Veterans cemetery to Veteran families during their time of need

35. I trust the state, tribal or territorial Veterans cemetery to meet the burial needs of Veterans in the future

36. I trust the state, tribal or territorial governments to maintain their cemeteries as national shrines in the future

37. My experiences with the state, tribal or territorial Veterans cemetery exceeded my expectations

St ro ng ly ag re e

Ne ith er a gr ee r d isa gr ee

Di sa gr ee

Ag re e

St ro ng ly

Di sa gr ee

Do n’ t k w/ t a pp lic ab le

For the following series of statements please indicate your level of agreement.

21. To what extent is the quality of military honors acceptable?

Very acceptable Somewhat acceptable Neither acceptable nor unacceptable Somewhat unacceptable Very unacceptable

22. How often do you inform or provide information to your clients about the Veterans Legacy Memorial Program (www.vlm.cem.va.gov)?

Always Often About half of the time Rarely Never, but I have heard of the program Never, but I have NOT heard of the program

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38. Please use this space to elaborate on any aspect of your experience at the state, tribal or territorial Veterans cemetery you wish to share with us. If your comment is in response to a specific question, please reference the question number.

Note: If you would like to be contacted by the cemetery, please write your name and contact information (address or telephone number):

PLEASE mail this completed questionnaire in the enclosed pre-paid envelope as soon as possible.

If you misplaced the pre-paid envelope, you may mail the completed survey to the following address using your own envelope:

NATIONAL CEMETERY ADMINISTRATION

PO BOX 510570

LIVONIA, MI 48151-9807

If you have any questions about this research, please contact the Survey Help Line at 1-833-231-7069 or email VistraResearch@ConsultVistra.com.