Sample NCA2020 FD English Survey.pdf

OMB Control Number 2900-0571

Estimated Completion Time: 20-30 Minutes

U.S. DEPARTMENT OF VETERANS AFFAIRS

NATIONAL CEMETERY ADMINISTRATION:

2020 FUNERAL DIRECTOR SATISFACTION SURVEY

(National Cemeteries, VA Memorial Products, and State/Tribal Veterans

Cemeteries)

The VA may not conduct, sponsor, or require the respondent to respond to this collection of information unless it displays a valid OMB Control Number. All responses to this collection are voluntary. Public reporting burden for this collection of information is estimated to average 20 minutes per response, including the time necessary for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. The information collected is intended to be used in making improvements in services within the National Cemetery Administration of the Department of Veterans Affairs and for associated administrative purposes. Failure to furnish the requested information will have no adverse effect on any VA benefit to which you may be entitled.

The information you supply will be confidential and protected by the Privacy Act of 1974 (5 U.S.C. 522

a) 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. Please send any comments regarding this burden estimate or any other aspect of this collection, including suggestions for reducing this burden, to VA Clearance Officer (005G2), 810 Vermont Ave., NW, Washington, D.C. 20420. SEND COMMENTS ONLY. DO NOT

SEND THIS FORM OR REQUESTS FOR BENEFITS TO THIS ADDRESS.

Marking Instructions:

The survey will take about 20-30 minutes to complete. Please read each question carefully

• Fill in one answer square for each question unless it tells you to “mark all that apply.”

If you have any questions or concerns, please call the Survey Help Desk toll-free at: (866)-730-8405.

NATIONAL CEMETERY ADMINISTRATION 293997-3

[MasterID]

2020 National Cemeteries Satisfaction Survey

IMPORTANT – PLEASE ANSWER BEFORE PROCEEDING: Have you conducted business at a National Cemetery within the past 12months?

Yes Go to question Q1.1.

No Go to the Memorial Products Service Satisfaction Survey Q3.1.

Q1.1 Please use the list of cemeteries below to find the code of the cemetery you most frequently work with in the last 12 months and write in the code.

Q1.2 How far is your funeral home from the national cemetery with which you most frequently do business?

Less than 15 miles

15 to 29 miles

30 to 44 miles

45 to 59 miles

60 to 75 miles

More than 75 miles

Q1.3 How long has your funeral home worked with the national cemetery?

Less than 1 year

1 to 4 years

5 to 8 years

9 to 12 years

13 years or more

Don't Know

Q1.4 Of the eligible Veteran families you serve, approximately what percent choose burial in the national cemetery?

1-4%

5-9%

10-14%

15-24%

25-49%

50-74%

75-100%

Q1.5 How would you characterize the overall communication from the national cemetery to your funeral home?

Excellent

Good

Fair

Poor

Q1.6 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

Q1.7 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

Local newspaper/television news reports

Public events (e.g., parades, exhibits, speeches)

Professional associations/conventions/ meetings

Veterans Service Officers

Outreach by cemetery staff

Other (specify)

Q1.8 What national cemetery policies or procedures do you feel you could use more information about? (Mark all that apply)

None, I feel well informed

Eligibility requirements for burial in a national cemetery

Scheduling process

Military funeral honors

Presidential Memorial Certificates

Floral policy

Headstone, marker, or columbarium niche cover inscription options

For information about the Presidential Memorial Certificate, or to order more copies, please visit our web page at www.cem.va.gov/pmc.asp.

Q1.9 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)

Phone

Fax

Letter

Email

VA/NCA Website

Newsletter or flyer

Q1.10 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

Q1.11 Overall, how would you compare the level of service you receive from the national cemetery with the level of service you receive from private cemeteries?

Superior to private cemeteries

Better than private cemeteries

About the same

Worse than private cemeteries

Much worse than private cemeteries

Don’t know/not applicable

Q1.12 Do you understand the eligibility requirements for burial in a national cemetery, including eligibility for National Guard, Reservists, and Veteran dependents?

Yes

No

For general information about eligibility for interment at a national cemetery, please visit our web page at www.cem.va.gov/cem/burial_benefits/eligible.asp.

Q1.13 Are you aware that there are resources available for Funeral Directors on the NCA website?

Yes

No Go to Q1.17

Q1.14 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

Q1.15 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

No

Have not viewed the videos

Q1.16 Would you find it useful to have CD copies of NCA videos illustrating committal services to give to families?

Yes

No

Q1.17 Do you understand the headstone, marker, or columbarium niche cover inscription options available to next of kin?

Yes

No

Q1.18 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

Q1.19 Overall, how satisfied were you with the length of time you were on the phone to schedule an interment with the National Cemetery Scheduling Office?

Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied

Q1.20 During committal services, how often do you receive the support you need from cemetery staff?

Always

For the most part

Occasionally

Never

Q1.21 Generally, how often do committal services at the national cemetery start on time?

Always

For the most part

Occasionally

Never

Q1.22 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

Q1.23 How easy is it to schedule military honors at the national cemetery?

Very easy

Somewhat easy

Neither easy nor hard

Somewhat hard

Very hard

Q1.24 To what extent is the quality of military honors acceptable?

Very acceptable

Somewhat acceptable

Neither acceptable or unacceptable

Somewhat unacceptable

Very unacceptable

For the following series of statements, please indicate your level of agreement:

Q1.25 The upkeep of the headstones, markers, or columbarium niche covers is excellent.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.26 The committal shelter used for the service was private, clean, and free of safety hazards.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.27 The cemetery honors all Veterans and their service to our nation.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.28 There are sufficient signs within the cemetery to assist visitors.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.29 The quality of service received from cemetery staff is excellent.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.30 The national cemetery staff is courteous.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Q1.31 The national cemetery staff is professional in terms of being knowledgeable, helpful, and responsive.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.32 The National Cemetery Scheduling Office’s hours of operation meet my needs for scheduling services.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.33 The information kiosks (i.e., gravesite locators) are helpful to me.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.34 The overall appearance of the national cemetery is excellent.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Q1.35 Overall, I am satisfied with my experience at the national cemetery.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.36 I would recommend the cemetery to Veteran families during their time of need.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.37 I am willing to rely on VA and the National Cemetery Administration to meet the burial needs of Veterans in the future.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.38 I am willing to rely on VA and the National Cemetery Administration to maintain national cemeteries as national shrines in the future.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Q1.39 My experiences with the national cemetery exceeded my expectations.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q1.40 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):

MEMORIAL PRODUCTS SERVICE SATISFACTION SURVEY

IMPORTANT – PLEASE ANSWER BEFORE PROCEEDING: Has your funeral home ordered NCA memorial products (headstones, markers, medallions, niche covers, or Presidential Memorial Certificates) within the past 12 months?

Yes Go to Q2.1 No Go to the State and Tribal Veterans Cemeteries Satisfaction Survey on page 18.

Q2.1 On average, about how many VA headstones, markers, and medallions do you/your company order in a year?

Less than 10

11 to 25

26 to 40

More than 40

Q2.2 Please indicate the type/types of VA headstones/markers/medallions you/your company ordered this year. (Mark all that apply)

Flat Bronze

Flat Marble/Granite

Bronze Niche

Upright Marble/Granite

Bronze Medallion

Q2.3 How do you typically order VA headstones, markers, or medallions? (Mark all that apply)

Via the mail (to National VA)

Via fax (to National VA)

Via the local VA office

Other (specify):

Q2.4 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

Q2.5 Have you called the NCA Applicant Assistance number (1-800-697-6947) for assistance with a headstone, marker, or medallion?

Yes

No Go to Q2.9

Don’t Know

Q2.6 Did you speak with an NCA Customer Service representative initially, or were you transferred to NCA by a VA Customer Service representative?

Spoke with an NCA Customer Service representative initially

Transferred to NCA

Don’t know

Q2.7 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):

Q2.8 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

Q2.9 Have you visited the VA website for information about ordering the headstone, marker, or medallion?

Yes

No Go to Q2.12

Q2.10 What type of information were you looking for on VA’s website? (Mark all that apply)

How to order a headstone/marker/medallion

Download an order form

Find information on documentation needed

Find information on the Presidential Memorial Certificate Program

Find out what could go on the marker

Other (specify):

Q2.11 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

Q2.12 When completing an application for a VA headstone, marker, or medallion, do you typically:

(Mark only one)

Complete and send to the VA

Complete and confirm information with family member’s review and signature

Partially complete and give to family member for finalization

Other (specify):

Q2.13 Are you aware of the following requirements:

Memorial product orders require the signature from the next of kin or written delegation of representation.

Yes No

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

Q2.14 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

Don’t Know

Q2.15 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

Q2.16 In the past year, have you/your company had problems with a delivered headstone, marker, or medallion?

Yes

No Go to Q2.20

Q2.17 About what percentage of the markers that you receive have problems?

Less than 1%

1% to 5%

6% to 10%

More than 10%

Q2.18 What types of problems have you experienced with VA furnished headstones and markers?

(Mark all that apply)

Broken/chipped headstones/markers

Typographical error(s)

Wrong information/symbol

Discoloration

Wrong type of headstone or marker

Other (specify):

Q2.19 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

Q2.20 Overall, how satisfied are you with the quality and appearance of the headstone, marker, or columbarium niche cover?

Cut

Excellent Above average Average Below average Extremely poor

Polish

Color

Finish

Depth of the inscription (Stone only)

Q2.21 Please indicate your level of agreement with the following statement: The overall quality (i.e., craftsmanship, 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

Q2.22 Are you aware of the Presidential Memorial Certificate (PMC) Program (the certificate signed by the President of the United States honoring the Veteran’s service)?

Yes

No Go to Q2.25

For information about the Presidential Memorial Certificate, or to order more copies, please visit our web page at www.cem.va.gov/pmc.asp.

Q2.23 Do you typically inform your clients about the program?

Yes

No

Q2.24 Do you typically order the certificate(s) for your client?

Yes

No

Q2.25 Overall, how satisfied were you with your experiences with these VA memorial products and services?

Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied

Q2.26 Do you have any additional comments concerning how the VA Memorial Products Service could improve its services and programs? 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):

STATE and TRIBAL VETERANS CEMETERIES SATISFACTION

SURVEY

IMPORTANT – PLEASE ANSWER BEFORE PROCEEDING: Have you conducted business at a State and Tribal Veterans Cemetery within the past 12 months?

Yes Go to Q3.1.

No Please return this survey in the pre-paid envelope provided.

Q3.1 Please use the list of cemeteries below to find the code of the State and Tribal Veteran Cemetery you most frequently work with and write in the code below. Please complete this survey based on your experiences at this cemetery within the last 12 months.

Q3.2 How far is your funeral home from the State or Tribal Veterans Cemetery with which you most frequently do business?

Less than 15 miles

15 to 29 miles

30 to 44 miles

45 to 59 miles

60 to 75 miles

More than 75 miles

Q3.3 How long has your funeral home worked with the State or Tribal Veterans Cemetery?

Less than 1 year

1 to 4 years

5 to 8 years

9 to 12 years

13 years or more

Don't Know

Q3.4 Of the eligible Veteran families you serve, approximately what percent choose burial in the State or Tribal Veterans Cemetery?

1-4%

5-9%

10-14%

15-24%

25-49%

50-74%

75-100%

Q3.5 How would you characterize the overall communication from the State or Tribal Veterans Cemetery to your funeral home?

Excellent

Good

Fair

Poor

Q3.6 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

Q3.7 In general, of the following services, which one provides you the MOST information about State or Tribal Veterans Cemetery policies and procedures? (Mark only one)

State or Tribal/VA/NCA website

Local newspaper/television or news report

Public events (e.g. parades, exhibits, speeches)

Professional associations/conventions/ meetings

Veterans Service Officers

Outreach by cemetery staff

Other (specify):

Q3.8 What State or Tribal Veterans Cemetery policies or procedures do you feel you could use more information about? (Mark all that apply)

None, I feel well informed

Eligibility requirements for burial in a State or Tribal Veterans Cemetery

Scheduling process

Military funeral honors

Presidential Memorial Certificates

Floral policy

Headstone, marker, or columbarium niche cover inscription options

For information about the Presidential Memorial Certificate, or to order more copies, please visit our web page at www.cem.va.gov/pmc.asp.

Q3.9 What is the best way for the State or Tribal Veterans Cemetery to communicate with your funeral home regarding changes in its policies and procedures? (Mark only one)

Phone

Fax

Letter

Email

State or Tribal website

Newsletter or flyer

Q3.10 Overall, how satisfied are you with the communication between your funeral home and the State or Tribal Veterans Cemetery?

Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied

Q3.11 Overall, how would you compare the level of service you receive from the State or Tribal Veterans Cemetery with the level of service you receive from private cemeteries?

Superior to private cemeteries

Better than private cemeteries

About the same

Worse than private cemeteries

Much worse than private cemeteries

Don’t know/not applicable

Q3.12 Overall, how would you compare the appearance of the State or Tribal Veterans Cemetery with the appearance of private cemeteries?

Superior to private cemeteries

Better than private cemeteries

About the same

Worse than private cemeteries

Much worse than private cemeteries

Don’t know/not applicable

Q3.13 Do you understand the eligibility requirements for burial in a State or Tribal Veterans Cemetery, including eligibility for National Guard, Reservists, and Veteran dependents?

Yes

No

For general information about eligibility for interment at a State or Tribal Veterans Cemetery, please visit our web pages at http://www.cem.va.gov/cem/grants/veterans_cemeteries.asp and www.cem.va.gov/cem/burial_benefits/eligible.asp.

Q3.14 Are you aware of any State or Tribal Cemetery informational resources on military honors?

Yes

No Go to Q3.16

Q3.15 Do you typically provide these information resources on military honors to next of kin?

Yes

No

Q3.16 Do you understand the headstone, marker, or columbarium niche cover inscription options available to next of kin?

Yes

No

Q3.17 How easy is the process of scheduling an interment at the State or Tribal Veterans Cemetery?

Very easy

Somewhat easy

Neither easy nor hard

Somewhat hard

Very hard

Q3.18 How long does it typically take to confirm the scheduling of an interment with the State or Tribal Veterans Cemetery?

Less than 1 hour

1 to 2 hours

3 to 4 hours

5 to 8 hours

1 to 2 days

More than 2 days

Q3.19 Overall, how satisfied were you with the length of time it took to confirm the scheduling of an interment?

Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied

Q3.20 During committal services, how often do you receive the support you need from cemetery staff?

Always

For the most part

Occasionally

Never

Q3.21 Generally, how often do committal services at the State or Tribal Veterans Cemetery start on time?

Always

For the most part

Occasionally

Never

Q3.22 If you are delayed in arriving at the State or Tribal 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

Q3.23 How easy is it to schedule military honors at the State or Tribal Veterans Cemetery?

Very easy

Somewhat easy

Neither easy nor hard

Somewhat hard

Very hard

Q3.24 To what extent is the quality of military honors acceptable?

Very acceptable

Somewhat acceptable

Neither acceptable or unacceptable

Somewhat unacceptable

Very unacceptable

For the following series of statements, please indicate your level of agreement:

Q3.25 The upkeep of the headstones, markers, or columbarium niche covers is excellent.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Q3.26 The committal shelter used for the service was private, clean, and free of safety hazards.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.27 The cemetery honors all Veterans and their service to our nation.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.28 There are sufficient signs within the cemetery to assist visitors.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.29 The quality of service received from cemetery staff is excellent.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.30 The State or Tribal Veterans Cemetery staff is courteous.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Q3.31 The State or Tribal Veterans Cemetery staff is professional in terms of being knowledgeable, helpful, and responsive.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.32 The State or Tribal Veterans Cemetery hours of operation meet my needs for scheduling services.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.33 The information kiosks (i.e., gravesite locators) are helpful to me.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.34 The overall appearance of the State or Tribal Veterans Cemetery is excellent.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Q3.35 Overall, I am satisfied with my experience at the State or Tribal Veterans Cemetery.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.36 I would recommend the cemetery to Veteran families during their time of need.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.37 I am willing to rely on the State or Tribal Veterans Cemetery to meet the burial needs of Veterans in the future.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.38 I am willing to rely on the State or Tribal governments to maintain State or Tribal Veterans Cemeteries as national shrines in the future.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Q3.39 My experiences with the State or Tribal Veterans Cemetery exceeded my expectations.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Don't know/not applicable

Q3.40 Please use this space to elaborate on any aspect of your experience at the State or Tribal Veterans Cemetery you wish to share with us. If your comment is in response to a specific question, please reference the question number.

Q3.41 Note: If you would like to be contacted by the cemetery, please write your name and contact information (address and/or telephone number):

Q3.42 [MasterID] Thank you for completing the questionnaire!

PLEASE mail this completed questionnaire in the enclosed pre-paid envelope as soon as possible. If you have misplaced the pre-paid envelope, you may mail the completed survey to the following address using your own envelope:

DEPARTMENT OF VETERANS AFFAIRS

VA NCA CUSTOMER SATISFACTION SURVEY

P.O. BOX 3169

Catonsville, MD 21228 If you have any questions about this research, please contact the Survey Help Desk toll free at: (866)

730-8405.