 VA’s National Cemeteries lead
nation in satisfaction survey
Ranking tops private firms, federal agencies
WASHINGTON – For the sixth consecutive
time, the Department of Veterans Affairs National Cemetery Administration (NCA)
was ranked first in customer satisfaction among the nation’s top corporations
and federal agencies in an independent survey conducted by the CFI Group
utilizing the science of the American Customer Satisfaction Index (ACSI).
“NCA continues to embody our MyVA principles focusing on a culture
of continuous performance improvement so that families trust us during
important times of need,” said Interim Secretary of Veterans Affairs
Robert Snyder. “We are simplifying operations and
providing Veterans quality care and services. We want them to view VA as MyVA; a
world-class, customer-focused, Veteran-centered service organization.”
The ACSI is the only national, cross-industry measure of
satisfaction with the quality of goods and services available in the United
States. Beginning in 1999, the federal
government began using the ACSI methodology to measure citizen satisfaction
with its agencies.
For 2016, NCA achieved a customer
satisfaction index of 96, currently the highest ACSI score in either the
private or public sector. The score is nearly 32 points above the 64 point
average for federal agencies. NCA participates in the ACSI every three years,
previously in 2001, 2004, 2007, 2010 and 2013. This is the sixth time NCA
participated and the sixth consecutive time NCA received the top rating among
participating organizations.
The ACSI survey polled the next-of-kin
or other people who arranged for the interment of a loved one in a VA national
cemetery, six months to one year prior to the survey’s commencement.
NCA received ratings in the categories
of: customer service, respectfulness of the service and interment and maintenance
of the national cemetery, achieving an aggregate score of 96 out of a possible
100 points, indicating respondents are extremely pleased with their experience
at VA national cemeteries and with its employees. The score for customer service was the
highest received for this measure since the survey’s inception. Respondents also reported
particularly high levels of satisfaction around the respectfulness of the service and interment and the maintenance of the national cemetery. In
addition, respondents were willing to recommend NCA’s services to others.
According to Interim Under Secretary
for Memorial Affairs Ronald E. Walters, NCA is continually seeking to improve
customer services to Veterans.
“NCA
has a proud tradition as an industry leader in both the public and
private sectors,” Walters said.
“These results demonstrate NCA’s continued
commitment to providing dignified burials and lasting memorialization for
Veterans and their family members.”
For
a complete listing of ACSI’s results, visit: http://www.theacsi.org/acsi-benchmarks-for-u-s-federal-government-2016.
For additional information, contact:
NCA Communications
Jessica Schiefer at (202) 360-7138
Jessica.Schiefer@va.gov
About the National Cemetery Administration
VA
operates 135 national cemeteries and 33 soldiers’ lots and monument sites in 40
states and Puerto Rico. More than 4 million Americans, including Veterans
of every war and conflict, are buried in VA’s national cemeteries. VA
also provides funding to establish, expand, improve, and maintain 105 Veterans
cemeteries in 47 states and territories including tribal trust lands, Guam, and
Saipan. For Veterans not buried in a VA national cemetery, VA provides
headstones, markers or medallions to commemorate their service. In 2016,
VA honored more than 345,000 Veterans and their loved ones with memorial
benefits in national, state, tribal and private cemeteries.
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