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Dear NCA Partners and Friends,
A culture of customer service is deeply ingrained in the National Cemetery Administration. I recognize it when I see the empathy our team members at cemeteries exhibit towards grieving families and in the pursuit of the highest national shrine standards of appearance. It is visible among team members who provide assistance at the National Cemetery Scheduling and Eligibility Offices, and among those who process hundreds of thousands of memorial benefits claims annually in an accurate and timely manner. It is obvious among our team members who provide the critical administrative and support services that ensure NCA operates effectively and efficiently across the Nation.
Given these first-hand experiences on my travels, I had full confidence that in 2019 NCA would sustain its string of unprecedented high American Customer Satisfaction Index (ACSI) scores. Three years ago, when NCA last was surveyed, it scored a 96 on the 0-100 ACSI scale. But in fact, the team didn’t just sustain that high level. They improved on it. In 2019, NCA achieved a Customer Satisfaction Index score of 97 – the highest result ever achieved for any organization in either the public or private sector. This is the seventh consecutive time NCA received the top rating among participating organizations. This is a monumental achievement and one we could not have reached without your support and partnership. You have played a critical role in our success, and it has set the example in providing world class customer service to Veterans and their families.
The personal dedication and commitment of you and your organizations to NCA’s sacred mission ensures Veterans and their families receive the world class customer service befitting their service and sacrifice and ensures “No Veteran Ever Dies”. I am
Sincerely,
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