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pdf2004 Survey of Satisfaction with the
VA EDUCATION BENEFITS CLAIMS PROCESS
FINAL REPORT
Prepared for
U.S. DEPARTMENT OF VETERANS AFFAIRS
VETERANS BENEFITS ADMINISTRATION
Office of Performance Analysis and Integrity (20B)
Washington, DC 20420
July 15, 2005
Schulman, Ronca, and Bucuvalas, Inc.
8403 Colesville Road
Suite 820
Silver Spring, MD 20910
VA Education Beneficiaries 2004 Customer Satisfaction Study
Appendix A
Detailed Tables of Findings
VA Education Beneficiaries 2004 Customer Satisfaction Survey
Table of Contents
Preparing for your education benefits
Table A-1
Which of the following best describes your eligibility for education benefits? (Chapter 35)
Table A-2
Where did you first LEARN about VA's education benefits program? (Chapter 35)
Table A-3
Looking back, how much of what you NEEDED TO KNOW did you get from this source?
(Chapter 35)
Table A-4
How accurate was the information you received? (Chapter 35)
Table A-5
Are you currently on active-duty in the U.S. Armed Forces? (Chapters 30 and 1606)
Table A-6
When did you first LEARN about VA's education benefits program? (Chapters 30 and 1606)
Table A-7
Where did you first LEARN about VA's education benefits program? (Chapters 30 and 1606)
Table A-8
Looking back, how much of what you NEEDED TO KNOW did you get from this source?
(Chapters 30 and 1606)
Table A-9
How accurate was the information you received? (Chapters 30 and 1606)
Table A-10 When did you begin to PLAN the use of your education benefits? (Chapters 30 and 1606)
Table A-11 Which of the following information sources did you find useful in PLANNING for the use of your
education benefits?
Table A-12 While on active-duty, were you offered the opportunity to attend any briefings or sessions that provided
information regarding your education benefits? (Chapters 30 and 1606)
Table A-13 Did you attend any briefing or sessions that provided information regarding your education benefits?
6
7
9
10
12
13
15
17
18
20
22
24
25
Table A-14 Looking back, how much of what you NEEDED TO KNOW did you get from these sessions?
(Chapters 30 and 1606)
Table A-15 How accurate was the information you received? (Chapters 30 and 1606)
Table A-16 Within the past year, did you receive a VA pamphlet regarding your education benefits through the
mail?
Table A-17 How much of what you NEEDED TO KNOW did you get from the pamphlet?
26
30
Applying for benefits
Table A-18 To whom did you submit your application for education benefits?
Table A-19 Did you find anything to be difficult or confusing about the application?
31
32
27
29
Schulman, Ronca, & Bucuvalas, inc. - page A-2
VA Education Beneficiaries 2004 Customer Satisfaction Survey
Table A-20
Table A-21
Table A-22
Table A-23
Table A-24
What specifically did you find to be difficult or confusing about the application?
Did VA let you know your application had been received?
How completely did VA keep you informed of the status of your application?
How long did it take to process your application?
How long do you think is REASONABLE for VA to process your application?
Contacting VA by telephone
Table A-25 Did you PHONE VA about your recent education claim?
Table A-26 How many times did you phone VA about your recent claim?
Table A-27 Why did you call VA?
Table A-28 How easy was it to get through to VA when you called?
Table A-29 Which of the following happened to you when you called VA?
Table A-30 How much of what you NEEDED TO KNOW did you get from your telephone contact with VA?
Table A-31 Generally, were you able to get this information on the first call?
Table A-32 Was your question answered by the automated system or did you speak with a VA employee?
Table A-33 How responsive was the person you talked to?
Table A-34 How courteous was the person you talked to?
Table A-35 Were VA employees able to give you information about your particular education claim on
the phone?
Visiting VA's website and contacting VA by Internet or e-mail
Table A-36 Within the past year, did you VISIT VA's Internet website (www.gibill.va.gov) about your
education benefits?
Table A-37 Why did you visit VA's website (www.gibill.va.gov)?
Table A-38 In general, how much of what you were looking for did you find on VA's website?
Table A-39 Did you find anything difficult or confusing about the website?
Table A-40 What specifically did you find difficult or confusing about the website?
Table A-41 Within the past year, did you use the Internet or e-mail to CONTACT VA about your education
benefits?
Table A-42 Why did you contact VA using the Internet or e-mail?
Table A-43 What response did you get to your Internet or e-mail inquiry?
33
35
36
38
40
42
43
44
47
49
52
54
55
56
57
58
59
60
63
64
65
67
68
71
Schulman, Ronca, & Bucuvalas, inc. - page A-3
VA Education Beneficiaries 2004 Customer Satisfaction Survey
Table A-44 In general, how much of what you NEEDED TO KNOW did you get from your contact with VA
using the Internet or e-mail?
Other sources of information
Table A-45 Within the past year, did you receive information about your education benefits from any of the
following?
Verifying enrollment to VA
Table A-46 Have you used VA's automated phone system [1-877-823-2378] to verify your enrollment for your
recent claim?
Table A-47 Did you find anything to be difficult about using VA's automated phone system to verify enrollment?
Table A-48 What specifically did you find to be difficult about verifying your enrollment when you used VA's
automated phone system?
Table A-49 Have you used VA's Web Automated Verification of Enrollment (WAVE) at www.gibill.va.gov to
verify your enrollment for your recent claim?
Table A-50 Did you find anything to be difficult about using VA's Web Automated Verification of Enrollment
(WAVE) to verify your enrollment?
Table A-51 What specifically did you find to be difficult about using VA's Web Automated Verification of
Enrollment (WAVE) to verify your enrollment?
Table A-52 Have you phoned 1-888-GI BILL-1 (1-888-442-4551) and spoken to a counselor to verify your
enrollment for your most recent claim?
Table A-53 Why did you speak to a counselor to verify your enrollment?
Table A-54 Which method did you use most often when verifying your enrollment?
Receiving your benefit payments
Table A-55 From the time your application was submitted to VA, how long did it take to get your first check?
Table A-56 From the time your application was submitted to VA, how long do you think is REASONABLE for you to
receive your first check?
Table A-57 Did you find anything to be difficult about the benefit PAYMENT process?
Table A-58 What specifically did you find to be difficult about the benefit payment process?
Table A-59 Have you received an inaccurate payment on your recent claim?
Table A-60 Was the inaccuracy resolved in a timely manner?
73
74
76
77
78
80
81
82
85
86
89
91
94
97
98
100
101
Schulman, Ronca, & Bucuvalas, inc. - page A-4
VA Education Beneficiaries 2004 Customer Satisfaction Survey
Table A-61 For your recent claim, have you had to borrow or pay out-of-pocket expenses in order to
enroll or stay in school because VA didn't complete your paperwork on time?
Table A-62 For your most recent claim, have you had to delay enrollment because VA didn't complete your
paperwork on time?
Overall Impressions
Table A-63 All things considered, how satisfied are you with the way VA has handled your education
benefits claim?
Table A-64 Do you plan to use all of your benefits for this education program?
General Information
Table A-65 What is your gender?
Table A-66 What is your current age?
Table A-67 What is your current marital status?
Table A-68 Aside from the classes you are currently taking, what is the highest level of education you have
completed?
Table A-69 In what type of education program are you currently enrolled?
Table A-70 Do you have access to the Internet?
Table A-71 Where do you have access to the Internet?
102
103
104
105
106
107
109
110
112
114
115
Schulman, Ronca, & Bucuvalas, inc. - page A-5
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-1
Which of the following best describes your eligibility for education benefits?
Base: Survivors and dependents receiving benefits under Chapter 35 only.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
260
673
572
85
170
150
51
166
148
65
154
137
59
183
137
4
79
6
11
*
100
5
78
3
14
NA
100
3
82
4
10
NA
99
6
72
8
13
1
100
3
79
4
14
NA
100
3
83
3
11
NA
100
8
82
4
6
-100
8
77
5
10
NA
100
8
80
3
8
NA
99
2
78
6
14
-100
4
77
3
16
NA
100
2
82
7
10
NA
101
2
92
2
5
-101
8
79
1
13
NA
101
3
84
2
11
NA
100
220
629
512
62
151
117
50
166
132
55
173
130
53
139
133
6
80
5
8
1
100
6
79
4
11
NA
100
6
73
5
17
NA
101
2
90
3
5
-100
11
74
5
11
NA
101
6
75
3
15
NA
99
6
72
10
10
2
100
8
82
2
8
NA
100
9
80
6
5
NA
100
9
76
4
11
-100
4
79
5
12
NA
100
4
67
5
25
NA
101
6
81
4
8
2
101
4
82
3
11
NA
100
5
78
5
12
NA
100
480
1,302
1,084
147
321
267
101
332
280
120
327
267
112
322
270
6
81
5
9
1
102
6
79
4
11
NA
100
6
74
9
9
2
100
8
81
2
9
NA
100
9
80
6
6
NA
101
8
77
4
11
-100
4
78
5
13
NA
100
4
69
5
23
NA
101
5
83
3
7
2
100
5
81
3
11
NA
100
5
79
4
12
NA
100
Original Claims
Unweighted N
Orphan of the veteran
Child of the veteran
Widow or widower of the veteran
Current or former spouse of the veteran
Other
TOTAL
Supplemental Claims
Unweighted N
Orphan of the veteran
Child of the veteran
Widow or widower of the veteran
Current or former spouse of the veteran
Other
TOTAL
All Claims
Unweighted N
Orphan of the veteran
Child of the veteran
Widow or widower of the veteran
Current or former spouse of the veteran
Other
TOTAL
5
2
9
6
75
87
75
76
5
4
5
3
16
6
11
15
NA
*
NA
NA
101
99
100
100
Question Number: Dependents 1
-- None. * Less than 0.5%. Sum does not add to 100% due to rounding. NA Not Asked.
Schulman, Ronca & Bucuvalas, Inc. - page A-6
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-2
Where did you first LEARN about VA's education benefits program?
Base: Survivors and dependents receiving benefits under Chapter 35 only.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
259
666
569
84
166
150
51
164
145
65
152
137
59
184
137
12
19
60
NA
NA
*
8
99
10
17
61
3
-1
8
100
10
18
60
4
-2
6
100
15
21
54
NA
NA
-10
100
11
16
61
4
-1
7
100
13
21
52
5
-2
7
100
8
20
65
NA
NA
-8
101
10
20
57
3
-3
6
99
11
24
55
3
-2
5
100
12
20
58
NA
NA
-9
99
8
16
63
3
-1
11
102
10
15
65
2
-2
7
101
12
14
71
NA
NA
2
2
101
11
17
61
4
-1
5
99
7
18
62
5
-2
7
101
220
631
505
62
152
116
51
167
131
54
172
128
53
140
130
8
13
69
NA
NA
*
9
99
9
14
65
6
-1
6
101
12
16
59
NA
NA
-14
101
8
11
66
7
-1
6
99
7
18
60
5
-2
8
100
6
13
76
NA
NA
-6
101
9
15
66
4
-1
5
100
11
24
52
2
-2
9
100
6
11
66
NA
NA
-17
100
6
12
68
6
-1
8
101
12
17
59
8
-NA
5
101
Original Claims
Unweighted N
Letter from VA
VA information pamphlet
Friend or family
Military base or family support center
Commercial or advertisement
VA's website on the Internet
Other
TOTAL
Supplemental Claims
Unweighted N
Letter from VA
VA information pamphlet
Friend or family
Military base or family support center
Commercial or advertisement
VA's website on the Internet
Other
TOTAL
-- None. * Less than 0.5%. NA Not Asked.
MM Multiple mention prior to 2002
Wording changes and categories added in 2003
10
11
10
9
22
11
17
23
55
69
58
53
4
NA
7
5
-NA
--1
2
1
2
8
6
7
8
100
99
100
100
Question Number: Dependents 2
Sum does not add to 100% due to rounding.
Schulman, Ronca & Bucuvalas, Inc. - page A-7
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-2, continued
Where did you first LEARN about VA's education benefits program?
Base: Survivors and dependents receiving benefits under Chapter 35 only.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
479
1,297
1,074
9
14
68
NA
NA
*
9
100
9
15
64
5
-1
6
100
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
All Claims
Unweighted N
Letter from VA
VA information pamphlet
Friend or family
Military base or family support center
Commercial or advertisement
VA's website on the Internet
Other
TOTAL
146
318
266
10
12
10
9
21
13
17
23
56
66
58
53
4
NA
7
5
-NA
--2
1
1
2
8
7
7
8
101
99
100
100
Question Number: Dependents 2
102
331
276
119
324
265
112
324
267
11
16
60
NA
NA
-13
100
9
13
65
6
-1
6
100
8
19
59
4
-2
8
100
7
14
73
NA
NA
-6
100
9
15
66
4
-1
6
101
11
23
54
2
-2
8
100
7
12
67
NA
NA
*
15
101
7
13
67
5
-1
7
100
11
17
59
7
-*
6
100
-- None.
* Less than 0.5%.
NA Not Asked.
Sum does not add to 100% due to rounding.
MM Multiple mention prior to 2002
Categories added in 2003
Schulman, Ronca & Bucuvalas, Inc. - page A-8
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-3
Looking back, how much of what you NEEDED TO KNOW did you get from this source?
Base: Survivors and dependents receiving benefits under Chapter 35 only.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
261
677
572
86
172
150
51
165
148
65
155
137
59
185
137
All
Most
Some
Little
None
TOTAL
19
41
30
8
2
100
22
47
24
6
1
100
23
44
25
8
*
100
29
34
29
8
-100
24
47
24
5
1
101
23
49
20
7
1
100
24
51
18
6
2
101
18
47
28
5
2
100
19
51
26
4
-100
6
49
34
8
3
100
22
46
25
7
-100
27
38
25
10
-100
22
29
36
12
2
101
23
46
22
8
1
100
18
44
29
9
1
101
Unweighted N
221
635
511
62
154
117
51
168
132
55
172
130
53
141
132
All
Most
Some
Little
None
TOTAL
18
42
32
9
-101
23
40
27
9
1
100
20
44
29
6
1
100
13
42
34
11
-100
21
44
22
13
1
101
21
44
29
7
-101
29
35
27
8
-99
26
45
24
6
-101
16
42
33
8
-99
16
42
35
7
-100
26
33
33
8
1
101
21
45
28
5
2
101
17
47
26
9
-99
18
48
25
9
1
101
23
42
30
5
-100
Unweighted N
482
1,312
1,083
148
326
267
102
333
280
120
327
267
112
326
269
All
Most
Some
Little
None
TOTAL
18
42
31
9
*
100
23
41
27
8
1
100
28
38
26
7
*
99
24
45
24
6
*
99
16
44
32
8
-100
15
43
34
7
*
99
25
35
32
7
*
99
22
44
27
6
1
100
18
44
28
10
*
100
19
48
24
8
1
100
22
42
30
6
*
100
Original Claims
Supplemental Claims
All Claims
-- None.
* Less than 0.5%.
21
16
21
21
44
40
44
44
29
33
22
28
6
11
12
7
1
-1
*
101
100
100
100
Question Number: Dependents 3
Sum does not add to 100% due to rounding.
Schulman, Ronca & Bucuvalas, Inc. - page A-9
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-4
How accurate was the information you received?
Base: Survivors and dependents receiving benefits under Chapter 35 only.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
261
676
573
86
171
151
51
165
148
65
155
137
59
185
137
53
39
6
3
1
NA
102
55
38
3
1
1
1
99
57
35
3
3
*
2
100
62
34
3
1
-NA
100
61
34
2
1
1
2
101
58
37
1
1
1
2
100
59
31
4
6
-NA
100
49
45
-1
1
4
100
62
32
1
3
-3
101
42
48
8
2
2
NA
102
55
37
5
1
1
-99
55
35
4
4
-2
100
53
37
7
3
-NA
100
55
37
4
2
1
1
100
56
34
4
3
2
3
102
220
638
512
62
155
117
51
168
132
55
174
130
52
141
133
51
41
4
3
-NA
99
57
35
5
2
1
2
102
69
27
4
--NA
100
59
36
3
1
1
1
101
56
39
3
-2
-100
45
45
4
5
-NA
99
55
36
4
2
1
2
100
57
30
6
2
2
3
100
52
40
6
2
-NA
100
57
34
6
1
1
1
100
55
39
3
2
-2
101
Original Claims
Unweighted N
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
TOTAL
Supplemental Claims
Unweighted N
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
TOTAL
57
47
57
60
34
45
32
33
4
5
6
3
1
3
2
-1
-1
1
2
NA
3
3
99
100
101
100
Question Number: Dependents 4
-- None * Less than 0.5%. Sum does not add to 100% due to rounding. NA Not asked.
Category added in 2003
Schulman, Ronca & Bucuvalas, Inc. - page A-10
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-4, continued
How accurate was the information you received?
Base: Survivors and dependents receiving benefits under Chapter 35 only.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
481
1,314
1,085
51
41
5
3
*
NA
100
56
35
4
2
1
2
100
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
All Claims
Unweighted N
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
TOTAL
148
326
268
57
50
57
60
34
43
32
34
4
5
5
3
1
3
2
*
1
-1
1
2
NA
2
3
99
101
99
101
Question Number: Dependents 4
102
333
280
120
329
267
111
326
270
67
28
4
1
-NA
100
57
38
2
1
1
1
100
57
38
3
1
1
*
100
45
46
4
5
*
NA
100
55
36
4
2
1
2
100
57
31
6
3
1
3
101
52
40
6
2
-NA
100
57
35
5
1
1
1
100
55
38
3
2
*
2
100
-- None * Less than 0.5%. Sum does not add to 100% due to rounding. NA Not asked.
Category added in 2003
Schulman, Ronca & Bucuvalas, Inc. - page A-11
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-5
Are you currently on active-duty in the U.S. Armed Forces?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
933
749
456
183
207
114
252
171
114
252
164
112
246
207
116
Yes
No
TOTAL
13
87
100
12
88
100
14
86
100
13
87
100
14
86
100
14
86
100
13
87
100
12
88
100
11
90
101
12
88
100
10
90
100
18
82
100
13
87
100
17
83
100
14
86
100
Unweighted N
1,205
834
542
279
187
122
304
184
147
302
235
128
320
228
145
Yes
No
TOTAL
7
93
100
7
93
100
8
92
100
8
92
100
6
94
100
7
93
100
9
91
100
6
94
100
6
94
100
4
96
100
8
92
100
9
91
100
8
92
100
6
94
100
7
93
100
Unweighted N
2,138
1,640
998
462
424
236
556
382
261
554
399
240
566
435
261
Yes
No
TOTAL
8
92
100
8
92
100
10
90
100
7
93
100
7
93
100
5
95
100
8
92
100
10
90
100
9
91
100
7
93
100
8
92
100
Original Claims
Supplemental Claims
All Claims
9
9
7
8
91
91
93
92
100
100
100
100
Question Number: Veterans 1
Sum does not add to 100% due to rounding.
Schulman, Ronca & Bucuvalas, Inc. - page A-12
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-6
When did you first LEARN about VA's education benefits program?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
936
748
458
185
204
115
252
172
114
251
166
113
248
206
116
43
34
12
4
4
1
1
NA
99
38
34
15
5
5
NA
NA
3
100
44
29
15
5
4
NA
NA
4
101
39
35
16
4
3
2
2
NA
101
35
39
14
4
6
NA
NA
1
99
38
30
18
8
5
NA
NA
2
101
44
35
10
4
5
2
1
NA
101
36
35
14
5
8
NA
NA
1
99
42
28
15
5
3
NA
NA
7
100
41
37
12
4
4
1
2
NA
101
41
29
16
5
3
NA
NA
6
100
51
24
14
5
3
NA
NA
3
100
50
29
12
4
3
2
1
NA
101
38
38
13
3
6
NA
NA
2
100
41
38
12
4
5
NA
NA
1
101
1,205
893
543
277
218
122
306
213
147
302
234
128
320
228
146
46
32
13
3
4
1
1
NA
100
42
37
14
3
3
NA
NA
2
101
44
34
15
4
2
1
1
NA
101
40
36
17
5
2
NA
NA
1
101
38
37
17
3
3
NA
NA
3
101
48
30
12
3
5
1
1
NA
100
42
36
15
2
4
NA
NA
1
100
44
32
14
6
4
NA
NA
1
101
52
33
8
2
3
2
1
NA
101
44
41
9
2
2
NA
NA
3
101
47
29
12
5
4
NA
NA
3
100
Original Claims
Unweighted N
Before recruitment
At the time of recruitment
Soon after joining
Six months or more after joining
Shortly before separation
At separation
After separation
At or after separation
TOTAL
Supplemental Claims
Unweighted N
Before recruitment
At the time of recruitment
Soon after joining
Six months or more after joining
Shortly before separation
At separation
After separation
At or after separation
TOTAL
41
40
40
32
35
32
35
46
14
19
14
16
4
2
4
1
3
5
4
-NA
2
NA
NA
NA
1
NA
NA
2
NA
3
5
99
101
100
100
Question Number: Veterans 2
-- None.
NA Not Asked. Sum does not add to 100% due to rounding.
Wording changes in 2003.
Schulman, Ronca & Bucuvalas, Inc. - page A-13
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-6, continued
When did you first LEARN about VA's education benefits program?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
2,141
1,641
1,001
46
32
13
3
4
1
1
NA
100
41
36
14
3
3
NA
NA
2
99
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
All Claims
Unweighted N
Before recruitment
At the time of recruitment
Soon after joining
Six months or more after joining
Shortly before separation
At separation
After separation
At or after separation
TOTAL
462
422
237
41
40
39
33
34
32
35
44
15
18
14
17
4
2
4
2
3
4
4
1
NA
2
NA
NA
NA
1
NA
NA
3
NA
3
4
100
99
99
101
Question Number: Veterans 2
558
385
261
553
400
241
568
434
262
44
34
14
4
3
1
1
NA
101
39
36
16
5
3
NA
NA
1
100
38
35
17
3
3
NA
NA
4
100
47
31
12
3
5
1
1
NA
100
42
35
15
3
3
NA
NA
2
100
44
31
14
5
4
NA
NA
1
99
51
32
8
2
3
2
1
NA
99
43
40
9
2
3
NA
NA
3
100
46
31
12
5
4
NA
NA
3
101
NA Not Asked.
Sum does not add to 100% due to rounding.
Word changes and categories added in 2003
Schulman, Ronca & Bucuvalas, Inc. - page A-14
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-7
Where did you first LEARN about VA's education benefits program?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
932
753
455
185
208
114
251
172
114
249
166
112
247
207
115
13
44
6
6
16
12
*
NA
3
100
11
40
3
5
21
13
*
5
2
100
12
36
6
7
19
13
1
3
3
100
10
45
5
5
19
13
-NA
2
99
12
42
3
3
20
15
-5
1
101
12
28
9
7
22
14
2
1
5
100
14
42
6
5
15
14
*
NA
4
100
11
41
4
4
20
14
*
4
1
99
14
33
6
12
19
9
1
4
3
101
14
43
6
6
14
11
*
NA
4
98
11
36
4
8
21
11
*
5
3
99
10
39
5
4
22
16
1
2
2
101
16
45
4
6
16
10
1
NA
3
101
11
46
1
3
22
11
1
4
1
100
14
45
4
6
12
13
-5
2
101
1,200
889
539
273
218
120
304
213
146
303
232
128
320
226
145
14
42
5
4
16
15
*
NA
3
99
13
42
4
3
16
14
1
5
2
100
12
16
9
7
8
43
41
44
44
44
4
4
5
3
7
4
3
4
6
5
19
19
17
21
17
13
14
15
11
15
-*
2
-*
2
NA
4
4
NA
4
1
1
4
3
101
98
101
100
99
Question Number: Veterans 3
-- None. * Less than 0.5%. Sum does not add to 100% due to rounding.
NA Not Asked. MM Multiple mention prior to 2002. Word changes and categories added in 2003
16
41
3
5
17
12
1
3
2
100
14
45
3
4
18
12
-2
3
101
15
40
4
4
16
17
*
NA
3
99
13
40
4
2
19
13
1
5
3
100
14
42
4
2
21
11
--5
99
18
45
5
2
14
13
-NA
4
101
12
43
5
4
10
15
-7
4
100
10
42
4
5
15
19
-2
3
100
Original Claims
Unweighted N
Commercial or advertisement
Recruiter
VA Information pamphlet
Another person in my unit
Military base or unit Education Office
Friend or family
VA's website on the Internet
School
Other
TOTAL
Supplemental Claims
Unweighted N
Commercial or advertisement
Recruiter
VA Information pamphlet
Another person in my unit
Military base or unit Education Office
Friend or family
VA's website on the Internet
School
Other
TOTAL
Schulman, Ronca & Bucuvalas, Inc. - page A-15
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-7, continued
Where did you first LEARN about VA's education benefits program?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
2,132
1,642
994
14
42
5
4
16
15
*
NA
3
99
13
41
4
4
17
14
1
5
2
101
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
All Claims
Unweighted N
Commercial or advertisement
Recruiter
VA Information pamphlet
Another person in my unit
Military base or unit Education Office
Friend or family
VA's website on the Internet
School
Other
TOTAL
458
426
234
12
15
9
8
42
42
44
42
4
4
5
4
4
4
4
6
19
19
17
21
13
14
15
12
*
*
2
*
2
NA
4
3
4
2
1
4
100
100
101
100
Question Number: Veterans 3
555
385
260
552
398
240
567
433
260
9
44
7
5
17
15
*
NA
3
100
16
41
3
5
17
12
1
3
2
100
14
43
4
6
18
11
*
2
3
101
15
41
5
4
16
16
*
NA
4
101
13
39
4
3
19
13
1
5
3
100
14
42
4
2
21
12
*
*
5
100
17
45
5
2
14
13
*
NA
4
100
12
43
5
4
11
15
*
7
3
100
10
43
4
5
15
18
-2
3
100
-- None.
* Less than 0.5%.
NA Not Asked.
MM Multiple mention prior to 2002.
Sum does not add to 100% due to rounding.
Word changes and categories added in 2003
Schulman, Ronca & Bucuvalas, Inc. - page A-16
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-8
Looking back, how much of what you NEEDED TO KNOW did you get from this source?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
935
754
457
185
209
115
251
172
114
250
166
113
249
207
115
All
Most
Some
Little
None
TOTAL
6
32
41
21
1
101
8
27
42
21
2
100
10
29
38
21
1
99
6
27
41
24
1
99
11
24
42
22
1
100
8
31
38
22
1
100
5
32
44
18
1
100
5
27
49
18
1
100
11
35
32
22
-100
8
35
37
19
1
100
9
28
38
22
3
100
10
30
41
18
1
100
4
31
41
24
1
101
5
29
42
23
1
100
11
18
39
27
5
100
Unweighted N
1,201
895
543
276
219
122
304
213
147
301
235
128
320
228
146
All
Most
Some
Little
None
TOTAL
7
30
40
21
2
100
8
32
37
21
2
100
6
35
41
16
2
100
10
33
36
18
3
100
9
31
41
17
2
100
8
36
40
15
1
100
7
29
45
18
1
100
4
29
40
26
1
100
4
38
44
14
1
101
8
28
37
26
1
100
9
36
35
17
3
100
6
33
41
18
2
100
3
32
43
20
2
100
10
28
33
28
2
101
5
36
40
18
2
101
Unweighted N
2,136
1,649
1,000
461
428
237
555
385
261
551
401
241
569
435
261
All
Most
Some
Little
None
TOTAL
7
30
40
21
2
100
8
31
37
21
2
99
7
30
44
18
1
100
4
29
41
25
1
100
5
37
42
15
1
100
8
29
37
25
1
100
9
35
36
18
3
101
7
33
41
18
2
101
3
31
43
21
2
100
9
28
34
27
2
100
5
33
40
19
3
100
Original Claims
Supplemental Claims
All Claims
-- None.
7
9
9
8
34
32
31
36
41
37
41
40
17
19
18
16
2
3
2
1
101
100
101
101
Question Number: Veterans 4
Sum does not add to 100% due to rounding.
Schulman, Ronca & Bucuvalas, Inc. - page A-17
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-9
How accurate was the information you received?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
929
754
458
182
209
115
250
172
114
250
166
113
247
207
116
25
57
10
7
1
NA
100
28
50
10
5
1
5
99
31
49
9
5
2
4
100
26
56
8
8
2
NA
100
32
42
9
7
4
6
100
21
55
11
6
1
6
100
25
58
10
6
1
NA
100
29
50
12
5
1
3
100
43
45
4
5
1
2
100
25
57
10
6
2
NA
100
26
50
11
4
1
7
99
31
50
9
5
1
4
100
26
56
10
6
1
NA
99
29
55
6
6
1
4
101
25
48
12
6
4
5
100
1,197
891
543
274
218
122
304
211
147
300
235
128
319
227
146
27
56
10
5
2
NA
100
32
48
9
5
2
3
99
27
60
9
4
1
NA
101
28
49
11
6
1
5
100
38
47
6
7
1
1
100
24
60
10
6
1
NA
101
34
49
7
5
2
3
100
28
43
16
7
2
4
100
23
56
13
6
2
NA
100
29
46
13
5
4
3
100
33
44
11
5
2
5
100
Original Claims
Unweighted N
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
TOTAL
Supplemental Claims
Unweighted N
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
TOTAL
Sum does not add to 100% due to rounding.
Category added in 2003.
31
37
34
29
47
48
49
56
11
9
10
5
6
3
4
5
2
3
1
4
3
NA
2
1
100
100
100
100
Question Number: Veterans 5
NA Not asked.
Schulman, Ronca & Bucuvalas, Inc. - page A-18
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-9, continued
How accurate was the information you received?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
2,126
1,645
1,001
27
56
10
5
1
NA
99
31
49
9
5
2
4
100
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
All Claims
Unweighted N
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
TOTAL
Sum does not add to 100% due to rounding.
Category added in 2003.
456
427
237
31
35
33
28
47
49
48
56
11
9
10
6
6
4
5
5
2
3
1
4
3
NA
3
2
100
100
100
101
Question Number: Veterans 5
554
383
261
550
401
241
566
434
262
26
60
9
4
1
NA
100
28
49
11
6
1
5
100
39
46
6
6
1
1
99
24
59
10
6
1
NA
100
33
49
7
5
1
4
99
28
44
15
7
2
4
100
23
56
12
6
2
NA
99
29
47
12
5
4
3
100
32
45
11
5
2
5
100
NA Not asked.
Schulman, Ronca & Bucuvalas, Inc. - page A-19
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-10
When did you begin to PLAN the use of your education benefits?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
912
715
449
178
198
112
246
167
113
243
152
110
245
198
114
20
21
19
23
23
23
20
23
14
25
22
26
18
20
18
18
24
18
17
20
20
25
21
27
25
19
24
21
25
22
5
6
6
3
8
5
5
5
9
6
4
5
7
9
3
12
9
12
13
12
8
10
8
13
8
8
6
10
9
15
10
14
11
15
9
11
16
12
6
11
9
8
15
12
12
34
28
29
36
32
34
37
34
25
32
24
30
29
23
26
101
101
101
100
100
101
99
100
101
99
100
101
100
100
100
1,189
864
525
271
213
115
299
206
142
300
225
126
319
220
142
18
23
20
20
17
27
18
25
19
18
11
24
17
22
19
21
20
27
16
24
18
20
13
30
21
21
24
20
27
23
7
8
7
6
10
5
7
9
4
9
6
10
6
7
7
14
11
16
12
15
8
14
9
15
10
21
7
14
13
17
9
15
10
14
11
17
13
12
9
15
10
11
15
13
8
27
25
27
29
28
33
26
25
25
26
24
27
27
24
23
100
101
101
101
100
101
99
100
Question Number: Veterans 6
101
100
98
101
100
101
101
Original Claims
Unweighted N
Before active-duty service
Six months or more before separation
from active-duty service
Less than six months before separation
from active-duty service
At separation from active-duty service
Less than six months after separation
from active-duty service
Six months or more after separation from
active-duty service
TOTAL
Supplemental Claims
Unweighted N
Before active-duty service
Six months or more before separation
from active-duty service
Less than six months before separation
from active-duty service
At separation from active-duty service
Less than six months after separation
from active-duty service
Six months or more after separation from
active-duty service
TOTAL
Sum does not add to 100% due to rounding.
Schulman, Ronca & Bucuvalas, Inc. - page A-20
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-10, continued
When did you begin to PLAN the use of your education benefits?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
2,101
1,579
974
449
411
227
545
373
255
543
377
236
564
418
256
18
23
20
20
18
26
18
25
19
19
12
24
18
22
19
20
21
25
16
23
19
21
14
30
21
21
24
20
26
23
7
8
7
6
9
5
7
9
5
8
6
9
6
7
6
14
10
15
12
14
8
13
8
15
10
19
7
13
13
17
9
15
10
14
11
17
14
12
9
14
10
11
15
13
8
28
25
27
30
28
33
28
26
25
27
24
27
27
24
24
100
100
101
100
101
99
101
101
99
101
100
All Claims
Unweighted N
Before active-duty service
Six months or more before separation
from active-duty service
Less than six months before separation
from active-duty service
At separation from active-duty service
Less than six months after separation
from active-duty service
Six months or more after separation from
active-duty service
TOTAL
100
100
100
100
Question Number: Veterans 6
Sum does not add to 100% due to rounding.
Schulman, Ronca & Bucuvalas, Inc. - page A-21
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-11
Which of the following information sources did you find useful in PLANNING
for the use of your education benefits?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
2002
%
All RPOs
REGIONAL PROCESSING OFFICE
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
747
458
206
115
171
114
164
113
206
116
32
29
41
19
14
32
9
NA
28
26
38
14
12
33
5
4
28
25
44
16
11
31
7
NA
25
34
42
15
12
31
5
3
40
36
34
19
13
27
9
NA
26
21
30
16
6
33
6
5
29
27
40
20
17
36
10
NA
30
28
40
11
14
33
3
4
34
27
46
24
13
30
10
NA
30
20
38
17
14
37
7
4
889
543
219
122
212
147
232
128
226
146
38
26
50
14
13
34
6
NA
35
26
39
15
8
38
5
6
34
28
44
15
10
30
11
NA
33
32
33
11
12
39
5
6
31
22
43
18
12
41
6
NA
29
30
42
16
9
51
4
6
Original Claims
Unweighted N
VA Information pamphlet
VA's website on the Internet
Military base or unit Education Office
Another person in my unit
Friend or family
School
Other
None of the above
Supplemental Claims
Unweighted N
VA Information pamphlet
VA's website on the Internet
Military base or unit Education Office
Another person in my unit
Friend or family
School
Other
None of the above
36
27
43
15
12
35
8
NA
31
41
27
30
28
29
37
35
39
13
14
14
11
12
14
41
41
40
5
5
3
5
NA
4
Question Number: Veterans 7
Multiple mention.
NA Not asked.
Schulman, Ronca & Bucuvalas, Inc. - page A-22
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-11, continued
Which of the following information sources did you find useful in PLANNING
for the use of your education benefits?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
2002
%
All RPOs
REGIONAL PROCESSING OFFICE
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,636
1,001
All Claims
Unweighted N
VA Information pamphlet
VA's website on the Internet
Military base or unit Education Office
Another person in my unit
Friend or family
School
Other
None of the above
35
27
43
16
12
35
8
NA
425
237
31
39
26
29
28
30
37
36
39
13
14
14
11
12
14
40
40
39
5
6
4
5
NA
4
Question Number: Veterans 7
383
261
396
241
432
262
38
27
48
15
13
33
6
NA
33
26
38
16
8
37
5
6
34
28
43
15
11
30
11
NA
32
31
34
11
12
38
5
6
31
22
44
19
12
40
7
NA
29
29
42
16
9
49
5
5
Multiple mention.
NA Not asked.
Schulman, Ronca & Bucuvalas, Inc. - page A-23
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-12
While on active-duty, were you offered the opportunity to attend any briefings
or sessions that provided information regarding your education benefits?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
925
739
455
184
205
114
247
169
113
248
160
112
246
205
116
Yes
No
TOTAL
57
43
100
67
33
100
52
48
100
57
43
100
66
34
100
58
43
101
56
44
100
72
28
100
50
50
100
62
38
100
65
35
100
49
51
100
52
48
100
68
32
100
54
47
101
Unweighted N
1,200
877
534
274
216
120
305
210
144
302
230
125
319
221
145
Yes
No
TOTAL
60
40
100
66
34
100
52
48
100
61
39
100
70
30
100
42
58
100
54
46
100
66
34
100
55
45
100
62
38
100
64
36
100
51
49
100
61
39
100
64
36
100
63
37
100
Unweighted N
2,125
1,616
989
458
421
234
552
379
257
550
390
237
565
426
261
Yes
No
TOTAL
60
40
100
66
34
100
55
45
100
66
34
100
54
46
100
62
38
100
65
35
100
50
50
100
60
40
100
64
36
100
61
39
100
Original Claims
Supplemental Claims
All Claims
52
61
69
44
48
39
31
56
100
100
100
100
Question Number: Veterans 8
Sum does not add to 100% due to rounding.
Wording changes in 2003 and 2004.
Schulman, Ronca & Bucuvalas, Inc. - page A-24
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-13
Did you attend any briefing or sessions that provided information regarding
your education benefits?
Base: Not offered the opportunity to attend briefing or session - Chapter 30 and Chapter 1606 only.
2002
%
All RPOs
REGIONAL PROCESSING OFFICE
2003
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2004
%
Original Claims
Unweighted N
215
51
55
49
60
Yes
No
TOTAL
90
10
100
88
12
100
87
13
100
90
10
100
95
5
100
Unweighted N
238
39
67
52
80
Yes
No
TOTAL
91
9
100
97
3
100
92
8
100
88
12
100
91
9
100
453
90
122
101
140
92
8
100
88
12
100
91
9
100
Supplemental Claims
All Claims
Unweighted N
Yes
No
TOTAL
91
96
9
4
100
100
Question Number: Veterans 9
Added in 2004
Schulman, Ronca & Bucuvalas, Inc. - page A-25
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-14
Looking back, how much of what you NEEDED TO KNOW did you get from these sessions?
Base: Attended a briefing or session - Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
520
472
193
104
126
46
136
118
47
154
98
43
126
130
57
All
Most
Some
Little
None
TOTAL
14
47
28
10
*
99
12
40
34
11
4
101
11
46
33
9
*
99
19
42
28
11
-100
17
38
30
7
8
100
10
40
38
12
-100
12
50
30
7
1
100
12
40
32
14
2
100
13
52
30
5
-100
14
43
29
13
1
100
10
38
37
12
3
100
13
49
28
9
-99
10
59
24
7
-100
9
44
36
8
3
100
7
40
41
11
2
101
Unweighted N
722
547
213
168
136
38
168
130
60
188
136
45
198
145
70
All
Most
Some
Little
None
TOTAL
13
50
29
8
1
101
11
49
28
9
3
100
13
48
26
11
2
100
21
45
29
3
1
99
9
51
28
8
3
99
20
43
21
15
-99
11
53
28
9
-101
9
42
33
11
5
100
19
52
26
2
2
101
9
52
28
10
1
100
14
52
26
6
3
101
7
53
22
16
3
101
11
47
32
9
1
100
9
46
29
13
3
100
11
41
36
10
3
101
Unweighted N
1,242
1,019
406
272
262
84
304
248
107
342
234
88
324
275
127
All
Most
Some
Little
None
TOTAL
13
49
29
8
1
100
11
48
29
9
3
100
11
52
28
8
*
99
9
42
33
11
5
100
18
52
26
2
2
100
10
51
28
10
1
100
13
50
27
7
3
100
7
53
23
15
2
100
11
48
31
9
1
100
9
45
30
12
3
99
10
41
36
10
3
100
Original Claims
Supplemental Claims
All Claims
12
21
10
19
48
45
49
43
27
29
29
24
11
4
8
15
2
1
4
-100
100
100
101
Question Number: Veterans 10
Sum does not add to 100% due to rounding.
* Less than 0.5%. -- None.
Schulman, Ronca & Bucuvalas, Inc. - page A-26
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-15
How accurate was the information you received?
Base: Attended a briefing or session - Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
539
470
192
108
124
46
140
118
47
160
98
43
131
130
56
43
46
7
3
1
NA
100
38
49
6
1
1
5
100
46
45
6
1
1
1
100
44
50
5
1
1
NA
101
39
46
5
3
1
5
99
45
39
8
3
3
3
101
42
47
5
5
1
NA
100
42
43
8
3
-4
100
56
36
5
3
--100
39
47
10
2
2
NA
100
34
55
4
1
-6
100
47
47
6
---100
49
39
8
3
2
NA
101
42
47
5
-3
2
99
35
56
6
-2
2
101
740
543
214
171
135
38
173
130
60
191
134
45
205
144
71
44
46
7
2
*
NA
99
48
40
4
1
2
5
100
46
51
49
37
44
42
40
40
51
45
5
7
5
-9
3
2
*
3
1
1
1
3
6
-4
NA
2
3
NA
101
101
99
100
99
Question Number: Veterans 11
40
48
2
1
1
7
99
59
35
2
-2
2
100
44
47
5
3
1
NA
100
51
38
4
-1
5
99
37
47
8
5
-3
100
38
50
8
3
-NA
99
46
37
5
4
2
6
100
53
34
5
2
-7
101
Original Claims
Unweighted N
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
TOTAL
Supplemental Claims
Unweighted N
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
TOTAL
-- None. * Less than 0.5%.
Category added in 2003.
Sum does not add to 100% due to rounding.
NA Not asked.
Schulman, Ronca & Bucuvalas, Inc. - page A-27
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-15, continued
How accurate was the information you received?
Base: Attended a briefing or session - Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
1,279
1,013
406
44
46
7
2
*
NA
99
46
41
4
1
2
5
99
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
All Claims
Unweighted N
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
TOTAL
-- None. * Less than 0.5%.
Category added in 2003.
279
313
248
107
351
232
88
336
274
127
46
50
48
39
44
42
41
41
49
46
5
7
5
1
9
3
2
1
3
2
1
1
3
5
*
3
NA
2
3
NA
100
101
100
100
101
Question Number: Veterans 11
40
47
3
2
1
7
100
59
35
2
1
2
2
101
44
47
6
2
1
NA
100
49
40
4
*
1
5
99
39
47
8
5
-2
101
40
49
8
3
*
NA
100
45
38
5
4
2
6
100
51
37
5
1
*
6
100
Sum does not add to 100% due to rounding.
259
84
NA Not asked.
Schulman, Ronca & Bucuvalas, Inc. - page A-28
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-16
Within the past year, did you receive a VA pamphlet about your
education benefits through the mail?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
1,107
1,403
1,020
254
369
260
273
334
258
292
315
252
288
385
250
Yes
No
TOTAL
89
11
100
79
21
100
72
28
100
87
13
100
79
21
100
71
29
100
93
7
100
78
22
100
76
24
100
89
11
100
79
21
100
68
32
100
89
11
100
81
19
100
76
24
100
Unweighted N
1,326
1,511
1,045
306
369
235
330
375
279
335
402
255
355
365
276
Yes
No
TOTAL
89
11
100
86
14
100
73
27
100
87
13
100
86
14
100
74
26
100
88
12
100
82
18
100
70
30
100
92
8
100
88
12
100
74
26
100
89
11
100
84
16
100
72
28
100
Unweighted N
2,433
2,914
2,065
560
738
495
603
709
537
627
717
507
643
750
526
Yes
No
TOTAL
89
11
100
85
73
87
85
74
89
82
15
27
13
15
26
11
18
100
100
100
100
100
100
100
Question Number: Dependents 5/Veterans 12
71
29
100
91
9
100
87
13
100
73
27
100
89
11
100
84
16
100
73
27
100
Original Claims
Supplemental Claims
All Claims
Sum does not add to 100% due to rounding.
Wording changes in 2003.
Schulman, Ronca & Bucuvalas, Inc. - page A-29
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-17
How much of what you NEEDED TO KNOW did you get from the pamphlet?
Base: Received a VA pamphlet in the mail.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
733
1,068
744
163
284
191
201
244
193
189
240
173
180
300
187
All
Most
Some
Little
None
TOTAL
15
46
27
8
5
101
22
51
21
3
3
100
20
44
22
10
5
101
15
46
27
7
5
100
22
49
23
2
4
100
26
31
32
8
4
101
15
44
26
10
5
100
22
51
22
4
1
100
13
52
17
9
9
100
16
46
27
7
4
100
23
52
19
2
4
100
20
47
20
10
3
100
12
48
28
7
4
99
19
48
25
5
3
100
21
40
23
13
3
100
Unweighted N
933
1,150
749
211
287
173
235
271
196
250
305
183
237
287
197
All
Most
Some
Little
None
TOTAL
20
45
24
7
5
101
25
40
22
7
5
99
21
41
25
7
6
100
27
43
20
5
5
100
27
44
20
6
3
100
23
45
17
7
9
101
20
41
27
7
5
100
22
45
20
8
5
100
23
42
25
3
8
101
17
49
22
8
4
100
27
38
21
8
6
100
18
40
30
9
3
100
19
41
27
9
6
102
21
37
29
7
5
99
23
38
23
6
10
100
Unweighted N
1,666
2,218
1,493
374
571
364
436
515
389
439
545
356
417
587
384
All
Most
Some
Little
None
TOTAL
19
45
24
7
5
100
22
46
20
7
5
100
21
43
24
4
8
100
17
49
23
7
4
100
27
40
21
7
6
101
18
41
29
9
3
100
18
42
27
8
5
100
21
38
29
7
4
99
23
38
23
7
9
100
Original Claims
Supplemental Claims
All Claims
25
21
25
27
24
19
42
41
43
45
43
42
22
25
21
20
18
27
7
7
5
5
7
7
5
6
5
3
8
5
101
100
99
100
100
100
Question Number: Dependents 6/Veterans 13
Sum does not add to 100% due to rounding.
Schulman, Ronca & Bucuvalas, Inc. - page A-30
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-18
To whom did you submit your application for education benefits?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,172
1,414
1,017
267
372
260
294
335
259
310
318
249
301
389
249
70
22
5
3
100
70
20
5
4
99
70
18
5
7
100
71
22
3
4
100
71
20
7
2
100
70
15
7
8
100
68
21
6
5
100
60
28
6
6
100
65
25
4
6
100
74
19
5
2
100
77
15
4
4
100
73
17
5
6
101
65
27
4
4
100
66
24
6
4
100
69
18
5
7
99
1,414
1,519
1,041
342
370
236
352
377
274
355
405
256
365
367
275
77
15
3
5
100
78
14
4
3
99
75
14
4
6
99
76
18
2
4
100
78
16
4
2
100
69
20
7
5
101
70
17
6
7
100
74
18
4
4
100
69
18
6
7
100
80
13
3
4
100
81
12
4
2
99
79
11
3
6
99
76
15
2
7
100
77
12
4
6
99
81
11
2
7
101
2,586
2,933
2,058
609
742
496
646
712
533
665
723
505
666
756
524
77
75
75
77
69
70
72
15
15
18
16
19
18
19
4
4
2
5
7
6
4
3
6
4
2
5
7
4
99
100
99
100
100
101
99
Question Number: Dependents 7/Veterans 14
68
19
6
7
100
80
13
3
4
100
81
13
4
3
101
78
12
4
6
100
75
17
2
6
100
76
14
5
6
101
79
11
2
7
99
Original Claims
Unweighted N
School
VA directly by mail or visit
VA directly on-line through VA's website
Don't recall
TOTAL
Supplemental Claims
Unweighted N
School
VA directly by mail or visit
VA directly on-line through VA's website
Don't recall
TOTAL
All Claims
Unweighted N
School
VA directly by mail or visit
VA directly on-line through VA's website
Don't recall
TOTAL
76
16
3
5
100
Sum may not add to 100% due to rounding.
Wording change in 2003.
Schulman, Ronca & Bucuvalas, Inc. - page A-31
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-19
Did you find anything to be difficult or confusing about the application?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
1,032
1,410
1,022
239
372
261
265
334
260
270
317
250
258
387
251
Yes
No
TOTAL
17
83
100
16
84
100
20
80
100
15
85
100
19
81
100
20
80
100
18
82
100
14
86
100
18
82
100
17
83
100
13
87
100
21
79
100
17
83
100
24
76
100
18
82
100
Unweighted N
1,134
1,507
1,041
271
366
236
286
375
276
292
403
256
285
367
273
Yes
No
TOTAL
14
86
100
14
86
100
16
84
100
13
87
100
13
87
100
18
82
100
13
87
100
13
87
100
15
85
100
13
87
100
14
86
100
16
84
100
17
83
100
17
83
100
15
85
100
Unweighted N
2,166
2,917
2,063
510
738
497
551
709
536
562
720
506
543
750
524
Yes
No
TOTAL
14
86
100
14
17
13
14
18
14
13
86
83
87
86
82
86
87
100
100
100
100
100
100
100
Question Number: Dependents 8/Veterans 15
15
85
100
13
87
100
14
86
100
17
83
100
17
83
100
18
82
100
16
84
100
Original Claims
Supplemental Claims
All Claims
Wording change in 2003.
Schulman, Ronca & Bucuvalas, Inc. - page A-32
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-20
What specifically did you find to be difficult or confusing about the application?
Base: Found something to be difficult or confusing.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
179
332
202
37
92
43
49
65
55
48
67
51
45
108
53
3
18
70
53
34
6
9
51
52
29
1
12
50
60
33
-7
71
52
29
3
14
43
41
38
1
22
59
53
53
1
25
73
60
40
5
3
59
57
24
-20
51
57
18
3
16
69
49
31
9
5
47
57
28
2
5
53
71
34
9
25
64
51
36
4
12
59
53
24
5
9
34
49
28
21
17
14
19
14
11
25
16
12
12
23
12
33
11
21
30
29
18
29
31
26
37
27
14
21
29
14
35
28
23
164
307
180
36
76
43
39
79
49
38
76
40
51
76
48
5
16
70
58
39
2
9
46
43
36
3
16
52
45
40
3
23
75
53
42
1
12
48
34
45
12
13
45
57
51
-21
69
52
36
1
7
37
43
27
1
2
67
44
36
7
13
62
65
34
5
9
49
44
29
-21
53
45
28
7
8
76
58
47
1
7
48
51
47
1
23
43
35
55
19
19
26
22
5
31
12
20
18
15
23
22
27
23
32
32
20
25
43
14
16
25
17
26
20
17
32
46
34
19
Original Claims
Unweighted N
Print size was hard to read
It was too long
Some questions were not clear
Some instructions were confusing
Asked for information VA should have
already had
Asked for information that was hard to
supply
Not clear why all the information was
needed
Supplemental Claims
Unweighted N
Print size was hard to read
It was too long
Some questions were not clear
Some instructions were confusing
Asked for information VA should have
already had
Asked for information that was hard to
supply
Not clear why all the information was
needed
Question Number: Dependents 9/Veterans 16
See next page for notes.
Schulman, Ronca & Bucuvalas, Inc. - page A-33
VA Education Beneficiaries 2004 Customer Satisfaction Survey
TABLE A-20, continued
What specifically did you find to be difficult or confusing about the application?
Base: Found something to be difficult or confusing.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
343
639
382
73
168
86
88
144
104
86
143
91
96
184
101
5
16
70
57
38
3
9
47
45
35
3
15
51
48
39
2
20
74
53
40
1
12
47
36
44
10
14
47
56
51
*
22
70
54
37
2
6
40
45
27
1
6
64
47
32
7
14
63
62
33
5
8
49
46
29
*
18
53
49
29
7
10
74
57
45
1
8
49
51
43
1
21
42
37
51
19
18
24
22
6
28
16
19
17
14
23
21
28
21
31
32
22
24
40
17
18
28
19
24
20
18
29
44
33
19
All Claims
Unweighted N
Print size was hard to read
It was too long
Some questions were not clear
Some instructions were confusing
Asked for information VA should have
already had
Asked for information that was hard to
supply
Not clear why all the information was
needed
Question Number: Dependents 9/Veterans16
-- None.
* Less than 0.5%.
Multiple mentions.
Schulman, Ronca & Bucuvalas, Inc. - page A-34
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-21
Did VA let you know your application had been received?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
1,185
1,414
1,024
270
373
262
296
333
261
313
319
250
306
389
251
Yes
No
TOTAL
87
13
100
87
13
100
84
16
100
87
13
100
85
15
100
87
13
100
91
9
100
87
13
100
81
19
100
85
15
100
88
12
100
82
18
100
84
16
100
90
10
100
87
13
100
Unweighted N
1,404
1,500
1,039
337
370
235
345
370
274
350
399
253
372
361
277
Yes
No
TOTAL
78
22
100
83
17
100
85
15
100
78
22
100
82
18
100
84
16
100
81
19
100
84
16
100
83
17
100
79
21
100
84
16
100
88
12
100
74
26
100
81
19
100
82
18
100
Unweighted N
2,589
2,914
2,063
607
743
497
641
703
535
663
718
503
678
750
528
Yes
No
TOTAL
79
21
100
84
85
80
82
84
83
85
16
15
20
18
16
17
15
100
100
100
100
100
100
100
Question Number: Dependents 10/Veterans 17
83
17
100
80
20
100
85
15
100
87
13
100
75
25
100
82
18
100
82
18
100
Original Claims
Supplemental Claims
All Claims
Schulman, Ronca, & Bucuvalas, Inc. - page A-35
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-22
How completely did VA keep you informed of the status of your application?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,192
1,420
1,028
268
376
264
301
333
261
317
320
252
306
391
251
27
31
20
10
11
2
101
38
28
16
8
8
2
100
30
29
19
10
10
2
100
27
28
20
11
14
1
101
38
24
15
11
11
2
101
31
25
24
8
11
1
100
28
31
18
12
9
3
101
38
30
16
6
8
1
99
29
34
16
7
11
3
100
27
34
21
7
11
1
101
40
27
15
8
7
3
100
34
25
17
12
9
2
99
24
32
21
10
10
3
100
34
31
16
10
8
2
101
24
31
20
11
10
3
99
1,417
1,517
1,045
339
370
237
349
377
276
356
403
257
373
367
275
32
30
16
10
10
3
101
36
27
18
7
10
3
101
27
28
21
10
12
2
100
38
26
17
4
11
3
99
37
30
15
8
4
5
99
23
28
22
11
13
4
101
32
29
18
10
8
2
99
30
28
17
10
11
5
101
Original Claims
Unweighted N
Completely
Mostly
Somewhat
Only a little
Not at all
Didn't need status information
TOTAL
Supplemental Claims
Unweighted N
Completely
Mostly
Somewhat
Only a little
Not at all
Didn't need status information
TOTAL
26
27
20
11
13
3
100
34
33
26
28
29
28
28
30
23
30
32
26
17
16
20
16
15
18
7
8
13
9
8
12
11
9
15
14
14
14
3
4
2
4
2
3
100
100
99
101
100
101
Question Number: Dependents 11/Veterans 18
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-36
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-22, continued
How completely did VA keep you informed of the status of your application?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2,609
2,937
2,073
All Claims
Unweighted N
Completely
Mostly
Somewhat
Only a little
Not at all
Didn't need status information
TOTAL
26
27
20
11
13
2
99
607
746
501
650
34
33
26
29
29
28
28
29
24
29
31
27
17
16
20
16
17
18
7
9
13
9
8
12
10
9
15
13
13
13
3
4
2
3
2
3
99
100
100
99
100
101
Question Number: Dependents 11/Veterans 18
710
537
673
723
509
679
758
526
33
30
16
9
10
3
101
35
28
18
7
10
3
101
27
29
21
10
12
2
101
39
26
17
4
10
3
99
36
30
16
9
5
5
101
23
29
22
11
12
4
101
33
29
18
10
8
2
100
29
29
17
10
11
4
100
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-37
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-23
How long did it take VA to process your application?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,136
1,358
979
264
363
253
283
324
244
299
306
241
290
365
241
2
10
11
20
9
16
3
12
2
14
99
2
10
15
24
10
14
3
12
1
10
101
3
10
16
22
11
15
2
9
1
12
101
2
9
12
17
10
15
5
11
3
16
100
2
7
11
22
8
14
4
12
3
16
99
1
9
9
22
12
16
2
11
3
15
100
3
8
8
23
10
17
4
11
2
13
99
3
15
12
22
10
12
2
12
1
11
100
6
11
15
20
7
13
1
12
1
14
100
1
11
12
20
8
16
2
17
1
13
101
1
10
17
27
9
15
3
12
1
6
101
1
11
20
23
9
18
1
6
*
10
99
5
11
13
20
8
16
3
8
2
13
99
2
9
16
22
12
14
3
11
*
11
100
2
9
18
22
16
13
3
7
*
10
100
1,321
1,400
1,008
326
349
232
312
346
263
331
373
249
352
332
264
3
3
1
1
3
*
3
4
11
8
10
9
10
11
8
11
16
13
11
10
11
12
13
13
25
19
22
23
18
24
22
24
8
7
9
9
9
6
6
7
14
17
12
15
15
20
17
16
4
3
3
4
3
3
3
3
10
13
13
12
10
9
15
10
1
1
4
3
2
1
-2
9
15
15
14
20
14
13
11
101
99
100
100
101
100
100
101
Question Number: Dependents 12/Veterans 19
4
23
17
22
8
10
2
6
2
6
100
4
12
16
31
10
11
4
6
1
5
100
3
17
14
22
8
14
3
9
1
9
100
2
14
17
23
7
14
3
12
1
7
100
2
12
23
19
6
16
2
13
1
7
101
Original Claims
Unweighted N
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 or more weeks
TOTAL
Supplemental Claims
Unweighted N
1 week
3
2
2 weeks
11
16
3 weeks
13
15
4 weeks
21
23
5 weeks
7
8
6 weeks
16
13
7 weeks
3
3
8 weeks
11
9
9 weeks
2
2
10 or more weeks
13
10
TOTAL
100
101
* Less than 0.5%. Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-38
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-23, continued
How long did it take VA to process your application?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2,457
2,758
1,987
All Claims
Unweighted N
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 or more weeks
TOTAL
3
11
13
21
8
16
3
11
2
13
101
590
712
485
595
2
3
2
1
1
3
15
10
9
9
9
10
15
16
13
11
10
11
23
25
19
22
23
19
8
8
7
9
10
9
13
14
17
12
15
15
3
3
3
3
4
3
10
10
13
13
12
10
2
1
1
4
3
2
10
9
15
15
14
18
101
99
99
99
101
100
Question Number: Dependents 12/Veterans 19
670
507
630
679
490
642
697
505
1
11
12
24
7
19
3
10
1
13
101
3
9
14
22
6
17
3
14
*
13
101
3
11
13
24
7
16
3
11
2
11
101
3
21
17
23
8
10
2
7
1
6
98
4
12
17
30
10
12
4
6
1
6
102
3
16
14
22
8
15
3
9
1
10
101
2
14
17
22
8
14
3
11
1
8
100
2
11
22
19
7
15
2
12
1
7
98
* Less than 0.5%.
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-39
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-24
How long do you think is REASONABLE for VA to process your application?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,164
1,408
1,008
266
372
260
291
333
254
308
318
249
299
385
245
4
27
17
33
4
9
1
3
*
1
99
5
27
19
33
3
9
*
3
*
*
99
5
29
18
36
4
7
-2
*
*
101
4
24
20
31
4
11
1
4
-2
101
6
18
18
42
2
10
1
4
*
1
102
5
24
15
36
5
10
-5
1
*
101
4
25
16
38
4
8
1
4
*
1
101
3
27
20
32
4
12
*
2
*
*
100
7
25
18
38
3
7
*
2
--100
3
30
16
32
4
9
1
3
*
1
99
6
35
18
26
4
8
*
3
-*
100
4
33
17
36
5
4
-*
*
*
99
6
30
14
34
3
8
*
4
-1
100
6
17
20
40
3
8
1
4
1
1
101
4
29
23
31
2
9
-2
*
*
100
1,408
1,500
1,031
336
369
234
350
373
272
354
399
254
368
359
271
8
36
22
23
4
4
-3
-1
101
6
34
21
27
2
8
1
*
-*
99
6
32
22
27
3
5
-4
*
1
100
6
34
16
28
3
9
1
3
-1
101
4
32
23
32
1
6
-1
-1
100
Original Claims
Unweighted N
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 or more weeks
TOTAL
Supplemental Claims
Unweighted N
1 week
8
6
5
2 weeks
30
31
31
3 weeks
18
18
22
4 weeks
31
31
29
5 weeks
3
3
2
6 weeks
6
7
8
7 weeks
*
*
1
8 weeks
3
3
2
9 weeks
*
*
-10 or more weeks
1
*
1
TOTAL
100
99
101
-- None. * Less than 0.5%. Sum may not add to 100% due to rounding.
6
7
7
6
2
2
10
31
24
30
27
26
26
29
16
16
23
21
16
20
15
34
37
25
30
42
35
33
3
2
3
3
4
3
3
7
10
8
9
9
11
6
*
---*
-1
2
2
3
3
2
4
3
-1
----*
1
*
1
1
*
-*
100
99
100
100
101
101
100
Question Number: Dependents 13/Veterans 20
Schulman, Ronca, & Bucuvalas, Inc. - page A-40
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-24, continued
How long do you think is REASONABLE for VA to process your application?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
2,572
2,908
2,039
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
All Claims
Unweighted N
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 or more weeks
TOTAL
7
29
18
32
3
7
*
3
*
1
100
602
741
494
641
6
5
6
7
6
6
31
31
30
23
29
26
19
21
17
17
22
20
31
30
33
38
26
31
3
2
4
2
3
3
7
8
7
10
8
9
*
1
*
*
-*
3
2
2
2
4
3
*
*
-1
*
*
*
1
1
*
1
1
100
101
100
100
99
99
Question Number: Dependents 13/Veterans 20
706
526
662
717
503
667
744
516
2
26
16
41
4
9
*
2
*
*
100
3
26
20
35
3
10
*
3
--100
9
29
16
33
3
6
1
3
*
*
100
7
36
22
24
4
4
*
3
-1
101
6
34
20
28
2
7
1
*
*
*
98
6
31
21
28
3
5
*
4
*
1
99
6
32
16
30
3
8
1
3
*
1
100
4
32
23
32
1
7
-1
*
1
101
-- None.
* Less than 0.5%.
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-41
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-25
Did you PHONE VA about your recent education claim?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
1,190
1,412
1,020
269
375
262
300
335
262
315
310
248
306
392
248
Yes
No
TOTAL
58
42
100
51
49
100
45
55
100
63
37
100
55
45
100
58
42
100
56
44
100
56
44
100
43
57
100
56
44
100
44
56
100
39
61
100
58
42
100
55
45
100
44
56
100
Unweighted N
1,417
1,518
1,038
338
374
236
350
374
277
357
404
253
372
366
272
Yes
No
TOTAL
74
26
100
51
49
100
49
51
100
75
25
100
51
49
100
60
40
100
69
31
100
52
48
100
46
54
100
78
22
100
50
50
100
49
52
101
70
30
100
54
46
100
42
58
100
Unweighted N
2,607
2,930
2,058
607
749
498
650
709
539
672
714
501
678
758
520
Yes
No
TOTAL
72
28
100
51
49
73
51
60
67
53
49
52
27
49
40
33
47
100
101
100
100
100
100
100
Question Number: Dependents 14/Veterans 21
46
54
100
75
25
100
49
51
100
47
53
100
68
32
100
54
46
100
42
58
100
Original Claims
Supplemental Claims
All Claims
Sum does not add to 100% due to rounding.
Wording changes in 2003. In 2001 Administration they were asked if they ever called VA. The follow-up question asked which number they used most often.
The 2002 Administration asked only about the toll-free numbers. The 2003 Administration did not specify number called.
Schulman, Ronca, & Bucuvalas, Inc. - page A-42
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-26
How many times did you phone VA about your recent claim?
Base: Phoned VA about recent claim.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
687
748
450
165
197
138
169
185
111
176
155
92
177
211
109
18
26
26
10
21
101
30
21
23
9
17
100
25
24
20
6
25
100
19
23
26
10
22
100
17
27
28
9
18
99
27
17
20
5
31
100
16
27
24
10
22
99
33
21
21
8
17
100
14
38
12
4
33
101
17
25
27
10
21
100
35
14
24
9
18
100
33
24
23
7
13
100
20
29
23
9
19
100
31
27
17
10
15
100
20
19
23
11
27
100
1,032
762
483
254
192
131
244
181
120
278
200
115
256
189
117
12
21
24
8
35
100
35
23
14
5
22
99
24
22
19
12
24
101
14
22
18
9
37
100
35
18
16
1
29
99
22
19
21
7
32
101
15
20
24
9
32
100
31
22
11
12
23
99
28
23
16
11
22
100
10
20
26
9
35
100
36
26
13
4
20
99
23
21
22
17
17
100
12
23
25
6
34
100
37
24
16
6
17
100
25
25
13
8
29
100
1,719
1,510
933
419
389
269
413
366
231
454
355
207
433
400
226
31
22
13
12
22
100
25
26
15
10
24
100
11
21
26
9
33
100
36
25
15
5
20
101
24
21
22
16
16
99
13
23
25
7
32
100
36
24
16
6
17
99
25
24
15
8
29
101
Original Claims
Unweighted N
1 time
2 times
3 times
4 times
5 times or more
TOTAL
Supplemental Claims
Unweighted N
1 time
2 times
3 times
4 times
5 times or more
TOTAL
All Claims
Unweighted N
1 time
2 times
3 times
4 times
5 times or more
TOTAL
13
22
24
8
33
100
34
24
15
33
23
15
23
22
22
19
19
21
15
19
19
18
21
24
6
11
9
2
7
9
21
24
35
27
31
30
99
100
100
99
101
99
Question Number: Dependents 15/Veterans 22
Sum does not add to 100% due to rounding. Wording changes in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-43
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-27
Why did you call VA?
Base: Called VA about recent claim.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
689
753
451
165
199
140
169
187
110
178
157
92
177
210
109
22
22
62
15
12
55
15
10
61
18
15
64
11
11
74
16
9
67
26
27
59
16
11
53
13
6
51
21
23
61
17
12
45
19
13
65
24
24
65
17
15
55
7
10
61
9
43
11
15
43
11
13
48
13
9
39
13
12
42
9
17
44
12
10
46
9
16
41
9
12
52
8
6
44
10
17
40
17
6
48
13
12
46
13
15
49
7
18
46
18
37
50
38
44
40
29
31
19
17
21
13
14
19
28
26
17
25
29
24
20
17
Question Number: Dependents 16/Veterans 23
24
19
28
38
18
22
33
21
29
33
11
14
44
20
28
39
18
25
27
22
22
Original Claims
Unweighted N
Get information before I applied for benefits
Apply for education benefits
Check on the status of my education
claim
Change the status of enrollment
Verify enrollment to VA
Check on my remaining education
benefits
Check on payment
Correct a payment problem
Get other information
44
17
23
Multiple mentions.
Schulman, Ronca, & Bucuvalas, Inc. - page A-44
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-27, continued
Why did you call VA?
Base: Called VA about recent claim.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,039
779
487
254
196
132
245
188
121
280
202
116
260
193
118
17
19
66
9
10
51
12
9
58
15
15
68
16
13
56
13
11
66
17
19
67
10
12
56
10
8
63
18
21
64
7
9
49
12
8
44
17
21
64
7
9
45
14
10
71
16
54
25
13
51
20
18
50
27
18
55
25
14
54
18
13
52
22
17
51
22
13
47
18
16
43
13
15
55
25
12
46
25
19
50
31
17
51
27
12
60
13
24
54
42
29
47
35
47
29
36
36
20
29
23
23
21
23
28
19
23
19
23
20
26
22
Question Number: Dependents 16/Veterans 23
32
18
24
46
26
22
25
17
20
39
22
26
43
29
23
31
22
18
30
22
36
Supplemental Claims
Unweighted N
Get information before I applied for benefits
Apply for education benefits
Check on the status of my education
claim
Change the status of enrollment
Verify enrollment to VA
Check on my remaining education
benefits
Check on payment
Correct a payment problem
Get other information
46
27
23
Multiple mentions.
Schulman, Ronca, & Bucuvalas, Inc. - page A-45
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-27, continued
Why did you call VA?
Base: Called VA about recent claim.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,728
1,532
938
419
395
272
414
375
231
458
359
208
437
403
227
17
19
65
10
11
51
12
9
58
15
15
68
15
12
58
13
11
66
18
20
66
11
12
55
10
8
61
19
21
64
8
10
49
12
9
46
17
21
64
9
9
46
13
10
70
16
52
23
13
50
19
17
50
25
17
53
24
13
52
17
14
51
21
16
50
20
14
46
17
16
44
12
14
54
23
13
45
24
18
50
29
17
50
25
12
59
12
23
53
38
30
48
35
46
30
35
35
20
27
22
21
20
22
28
20
22
20
24
21
25
21
Question Number: Dependents 16/Veterans 23
31
18
25
45
25
22
26
18
21
39
21
34
43
28
25
32
22
19
30
22
34
All Claims
Unweighted N
Get information before I applied for benefits
Apply for education benefits
Check on the status of my education
claim
Change the status of enrollment
Verify enrollment to VA
Check on my remaining education
benefits
Check on payment
Correct a payment problem
Get other information
45
26
23
Multiple mentions.
Schulman, Ronca, & Bucuvalas, Inc. - page A-46
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-28
How easy was it to get through to VA when you called?
Base: Called VA about recent claim.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
685
755
448
164
200
138
168
187
110
178
157
92
175
211
108
22
32
18
16
11
2
101
30
28
12
14
13
4
101
22
26
13
17
19
3
100
22
28
21
17
11
2
101
15
27
16
21
19
3
101
17
25
12
14
27
6
101
21
31
18
17
13
1
101
27
32
11
15
12
3
100
19
19
14
21
24
3
100
23
31
17
16
10
3
100
40
27
9
9
10
5
100
29
36
13
12
10
*
100
22
40
15
14
9
1
101
30
29
12
16
11
2
100
22
18
12
27
19
2
100
1,037
777
486
255
194
131
245
189
121
278
201
116
259
193
118
25
29
9
22
16
-101
22
19
11
20
27
*
99
21
29
16
23
10
*
99
26
33
16
16
9
*
100
27
22
16
17
16
2
100
15
33
16
22
13
2
101
38
30
8
16
8
-100
20
26
13
21
16
3
99
Original Claims
Unweighted N
Very easy
Somewhat easy
Neither easy nor difficult
Somewhat difficult
Very difficult
Never got through
TOTAL
Supplemental Claims
Unweighted N
Very easy
Somewhat easy
Neither easy nor difficult
Somewhat difficult
Very difficult
Never got through
TOTAL
18
29
16
23
13
1
100
27
22
16
22
15
16
31
23
28
30
27
25
13
12
16
17
7
16
18
18
22
18
17
26
11
20
17
12
25
15
*
4
2
1
8
1
100
99
101
100
99
99
Question Number: Dependents 17/Veterans 24
-- None
* Less than 0.5%.
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-47
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-28, continued
How easy was it to get through to VA when you called?
Base: Called VA about recent claim.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
1,722
1,532
934
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
All Claims
Unweighted N
Very easy
Somewhat easy
Neither easy nor difficult
Somewhat difficult
Very difficult
Never got through
TOTAL
18
29
16
22
13
1
99
419
394
269
413
28
22
17
21
15
17
30
24
28
29
27
26
13
13
17
17
8
16
17
18
21
19
17
25
11
20
16
13
26
15
1
3
2
1
8
1
100
100
101
100
101
100
Question Number: Dependents 17/Veterans 24
376
231
456
358
208
434
404
226
25
29
9
21
15
1
100
22
19
12
20
26
1
100
21
29
16
23
10
1
100
27
32
15
16
9
1
100
28
23
16
16
16
2
101
16
34
16
21
12
1
100
37
30
8
16
8
*
99
21
25
13
22
17
3
101
* Less than 0.5%.
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-48
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-29
Which of the following happened to you when you called VA?
Base: Got through to VA.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
672
733
427
160
194
126
166
182
105
172
151
90
174
206
106
22
NA
NA
NA
67
NA
34
12
37
27
NA
29
14
34
33
22
NA
NA
NA
67
NA
19
16
40
39
NA
23
19
32
50
26
NA
NA
NA
61
NA
30
17
41
26
NA
26
14
34
33
20
NA
NA
NA
56
NA
45
7
37
23
NA
35
12
36
25
19
NA
NA
NA
58
NA
39
10
29
23
NA
28
12
33
26
NA
12
18
NA
19
33
NA
13
22
NA
7
3
NA
13
18
12
9
13
4
11
16
24
--
8
9
10
25
4
10
7
1
4
8
11
2
9
11
17
28
6
11
13
1
13
12
14
--
Original Claims
Unweighted N
Frequently busy
Got through on the first try
Got a busy signal
Experienced a reasonable wait time
Waited over a minute for call to be
answered
Hung up, couldn't wait for call to be
answered
Call disconnected before it was answered
Call got misdirected
Other
None of the above
8
11
9
21
8
8
10
14
11
19
11
11
12
13
14
20
11
9
13
8
17
20
2
21
--22
1
Question Number: Dependents 18/Veterans 25
Multiple mentions.
NA Not Asked
--None.
Wording changes and categories added in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-49
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-29, continued
Which of the following happened to you when you called VA?
Base: Got through to VA.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,022
766
467
251
191
122
240
186
116
276
196
114
255
193
115
35
NA
NA
NA
66
NA
34
13
36
31
NA
26
16
35
34
42
NA
NA
NA
67
NA
23
20
37
38
NA
19
20
36
34
39
NA
NA
NA
68
NA
29
18
31
41
NA
23
18
30
31
33
NA
NA
NA
65
NA
34
11
42
24
NA
30
15
38
32
30
NA
NA
NA
67
NA
52
4
27
26
NA
29
11
30
42
NA
13
19
NA
18
28
NA
20
21
NA
10
10
NA
8
25
10
6
11
2
15
12
14
2
18
9
9
19
6
11
7
2
6
7
8
--
12
13
10
16
5
11
5
*
21
20
16
3
Supplemental Claims
Unweighted N
Frequently busy
Got through on the first try
Got a busy signal
Experienced a reasonable wait time
Waited over a minute for call to be
answered
Hung up, couldn't wait for call to be
answered
Call disconnected before it was answered
Call got misdirected
Other
None of the above
17
10
9
17
8
18
10
19
12
14
10
11
12
9
13
20
9
8
13
8
11
11
1
16
*
*
13
1
Question Number: Dependents 18/Veterans 25
Multiple mentions.
NA Not Asked
*Less than 0.5%.
-- None.
Wording changes and categories added in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-50
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-29, continued
Which of the following happened to you when you called VA?
Base: Got through to VA.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,694
1,499
894
411
385
248
406
368
221
448
347
204
429
399
221
34
NA
NA
NA
65
NA
34
13
36
30
NA
26
16
35
34
39
NA
NA
NA
67
NA
23
20
38
38
NA
20
20
36
37
37
NA
NA
NA
67
NA
29
18
33
39
NA
23
18
30
31
31
NA
NA
NA
64
NA
35
10
42
24
NA
31
15
38
31
28
NA
NA
NA
66
NA
50
5
27
26
NA
28
11
31
40
NA
13
19
NA
18
29
NA
19
22
NA
10
9
NA
9
24
11
6
12
2
14
13
16
2
17
9
9
20
6
11
7
2
6
7
8
*
12
13
11
17
5
11
6
*
20
19
16
2
All Claims
Unweighted N
Frequently busy
Got through on the first try
Got a busy signal
Experienced a reasonable wait time
Waited over a minute for call to be
answered
Hung up, couldn't wait for call to be
answered
Call disconnected before it was answered
Call got misdirected
Other
None of the above
16
10
9
17
8
12
16
10
15
18
10
13
11
12
20
10
9
12
8
13
12
8
1
1
17
*
*
14
Question Number: Dependents 18/Veterans 25
Multiple mentions.
NA Not Asked
*Less than 0.5%.
Wording changes and categories added in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-51
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-30
How much of what you NEEDED TO KNOW did you get from your
telephone contact with VA?
Base: Got through to VA.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
674
731
429
161
193
127
166
182
105
171
149
90
176
207
107
All
Most
Some
Little
None
TOTAL
34
34
19
10
3
100
45
32
14
6
3
100
39
31
17
7
6
100
36
34
20
10
1
101
44
33
15
6
2
100
35
33
19
5
8
100
34
37
15
10
4
100
49
30
16
3
3
101
52
22
15
8
3
100
32
30
22
11
5
100
41
33
16
6
3
99
36
34
15
10
5
100
34
37
19
9
2
101
49
29
9
9
4
100
33
34
21
5
7
100
Unweighted N
1,025
771
468
251
192
123
241
187
117
277
198
114
256
194
114
All
Most
Some
Little
None
TOTAL
36
37
18
7
2
100
50
32
16
1
1
100
52
23
16
9
1
101
38
36
18
6
2
100
54
31
12
2
1
100
49
28
15
7
2
101
35
40
16
8
2
101
47
32
14
4
3
100
45
31
20
3
1
100
Original Claims
Supplemental Claims
49
47
34
42
40
34
32
29
37
32
33
38
14
15
17
18
11
20
3
8
8
5
12
6
2
2
3
3
3
2
100
101
99
100
99
100
Question Number: Dependents 19/Veterans 26
Wording changes in 2003.
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-52
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-30, continued
How much of what you NEEDED TO KNOW did you get from your
telephone contact with VA?
Base: Got through to VA.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
1,699
1,502
897
All
Most
Some
Little
None
TOTAL
36
37
18
7
2
100
All Claims
412
385
250
407
49
46
34
42
40
34
32
29
37
32
33
38
14
15
18
17
12
19
3
8
8
5
11
7
2
2
3
3
3
2
100
100
100
99
99
100
Question Number: Dependents 19/Veterans 26
369
222
448
347
204
432
401
221
50
31
16
1
1
99
52
23
16
9
1
101
37
36
18
7
2
100
53
31
13
3
1
101
47
28
15
7
2
99
35
39
16
8
2
100
47
32
13
5
3
100
43
32
20
3
2
100
Wording changes in 2003.
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-53
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-31
Generally, were you able to get this information on the first call?
Base: Got through to VA.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
671
726
427
160
194
124
165
178
105
170
148
91
176
206
107
Yes
No
TOTAL
67
33
100
72
28
100
67
33
100
68
32
100
65
35
100
62
38
100
67
33
100
76
24
100
69
31
100
65
35
100
73
27
100
72
28
100
68
32
100
73
27
100
63
37
100
Unweighted N
1,023
770
469
252
192
123
240
186
117
276
198
114
255
194
115
Yes
No
TOTAL
70
30
100
75
25
100
69
31
100
70
30
100
77
23
100
66
34
100
68
32
100
65
35
100
70
30
100
72
28
100
78
22
100
69
31
100
70
30
100
78
22
100
73
27
100
Unweighted N
1,694
1,496
896
412
386
247
405
364
222
446
346
205
431
400
222
Yes
No
TOTAL
70
30
100
75
69
70
75
66
68
66
25
31
30
25
34
32
34
100
100
100
100
100
100
100
Question Number: Dependents 20/Veterans 27
70
31
101
71
29
100
78
22
100
69
31
100
70
30
100
77
23
100
72
29
101
Original Claims
Supplemental Claims
All Claims
Sum does not add to 100% due to rounding.
Wording changes in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-54
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-32
Was your question answered by the automated system or did you
speak with a VA employee?
Base: Got through to VA.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
667
718
426
158
189
126
164
176
103
169
148
91
176
205
106
15
53
32
100
19
53
28
100
23
54
24
101
14
55
31
100
17
54
29
100
21
53
26
100
15
56
29
100
18
55
27
100
23
56
21
100
17
47
37
101
21
51
28
100
23
60
18
101
14
55
31
100
18
53
29
100
24
40
36
100
1,019
762
467
249
191
121
241
184
117
275
196
114
254
191
115
14
51
35
100
19
52
29
100
15
55
30
100
14
49
37
100
21
56
22
99
13
55
32
100
15
52
33
100
17
49
35
101
18
50
31
99
14
52
34
100
17
53
30
100
15
56
29
100
12
51
37
100
23
49
28
100
16
56
28
100
1,680
1,480
893
407
380
247
405
360
220
444
344
205
430
396
221
17
49
34
100
19
51
30
100
14
51
35
100
17
53
30
100
16
56
28
100
13
51
37
101
23
49
28
100
17
53
29
99
Original Claims
Unweighted N
Automated system
VA employee
Both
TOTAL
Supplemental Claims
Unweighted N
Automated system
VA employee
Both
TOTAL
All Claims
Unweighted N
Automated system
VA employee
Both
TOTAL
14
51
35
100
19
16
14
21
14
15
52
55
50
56
55
53
29
29
36
23
31
32
100
100
100
100
100
100
Question Number: Dependents 21/Veterans 28
Sum does not add to 100% due to rounding.
Wording changes in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-55
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-33
How responsive was the person you talked to?
Base: Interacted with a person when called VA about recent claim.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
576
618
368
141
164
109
142
155
90
143
122
79
150
177
90
61
29
5
3
1
99
65
27
5
2
2
101
58
27
9
5
1
100
64
27
4
2
3
100
58
31
4
1
5
99
49
35
5
11
1
101
58
34
5
4
-101
71
27
1
1
*
100
67
22
8
*
4
101
63
26
7
4
*
100
65
28
6
1
-100
62
24
11
2
1
100
59
32
5
2
2
100
64
21
7
5
3
100
51
28
13
7
1
100
884
665
412
217
168
109
205
164
101
239
176
102
223
157
100
58
33
4
4
2
101
63
27
5
4
2
101
61
24
5
5
4
99
54
34
4
6
2
100
63
23
5
6
4
101
54
32
5
3
6
100
50
38
7
4
1
100
56
35
7
2
*
100
70
18
9
3
*
100
61
31
3
3
2
100
65
28
2
4
2
101
68
21
1
6
5
101
61
31
4
3
1
100
64
22
7
4
3
100
47
28
13
9
3
100
1,460
1,283
780
358
332
218
347
319
191
382
298
181
373
334
190
58
34
6
2
*
100
70
19
9
2
1
101
61
30
4
3
2
100
65
28
2
4
1
100
67
21
2
6
4
100
61
31
4
3
1
100
64
22
7
4
3
100
47
28
13
9
3
100
Original Claims
Unweighted N
Very responsive
Somewhat responsive
Neither responsive nor non-responsive
Somewhat non-responsive
Very non-responsive
TOTAL
Supplemental Claims
Unweighted N
Very responsive
Somewhat responsive
Neither responsive nor non-responsive
Somewhat non-responsive
Very non-responsive
TOTAL
All Claims
Unweighted N
Very responsive
Somewhat responsive
Neither responsive nor non-responsive
Somewhat non-responsive
Very non-responsive
TOTAL
-- None.
58
32
4
4
1
99
Sum may not add to 100% due to rounding.
63
61
56
62
54
51
27
25
33
24
32
38
5
6
4
5
5
7
4
5
6
5
4
4
2
4
2
4
6
*
101
101
101
100
101
100
Question Number: Dependents 22/Veterans 29
*Less than 0.5%.
Schulman, Ronca, & Bucuvalas, Inc. - page A-56
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-34
How courteous was the person you talked to?
Base: Interacted with a person when called VA about recent claim.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
576
622
365
141
166
107
142
154
90
142
124
78
151
178
90
65
24
7
2
2
100
65
25
6
3
1
100
58
31
8
1
2
100
62
28
5
2
4
101
57
28
6
7
3
101
63
25
10
-3
101
68
25
6
1
-100
70
25
4
*
*
99
62
26
8
1
4
101
65
22
9
4
*
100
67
28
4
1
*
100
53
38
8
-1
100
66
24
6
2
3
101
66
17
9
5
3
100
58
31
6
3
2
100
886
670
411
217
167
109
206
166
101
239
180
102
224
157
99
59
28
7
4
2
100
65
23
7
2
4
101
59
25
7
6
4
101
55
30
10
5
1
101
53
32
10
1
4
100
57
22
10
6
6
101
52
33
9
6
1
101
68
23
6
1
2
100
63
23
7
4
3
100
65
24
5
4
2
100
69
18
6
2
4
99
63
23
4
6
5
101
59
29
6
4
2
100
63
23
5
3
5
99
46
35
12
6
1
100
1,462
1,292
776
358
333
216
348
320
191
381
304
180
375
335
189
69
23
6
1
1
100
63
24
7
4
3
101
65
24
5
4
2
100
69
19
6
2
4
100
62
24
4
5
4
99
60
29
6
3
2
100
64
22
6
3
5
100
48
34
11
6
1
100
Original Claims
Unweighted N
Very courteous
Somewhat courteous
Neither courteous nor discourteous
Somewhat discourteous
Very discourteous
TOTAL
Supplemental Claims
Unweighted N
Very courteous
Somewhat courteous
Neither courteous nor discourteous
Somewhat discourteous
Very discourteous
TOTAL
All Claims
Unweighted N
Very courteous
Somewhat courteous
Neither courteous nor discourteous
Somewhat discourteous
Very discourteous
TOTAL
-- None.
* Less than 0.5%.
60
28
7
4
2
101
65
59
56
53
57
54
23
25
30
31
23
32
7
7
9
10
10
9
2
5
4
2
5
5
4
4
1
4
6
*
101
100
100
100
101
100
Question Number: Dependents 23/Veterans 30
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-57
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-35
Were VA employees able to give you information about your particular
education claim on the phone?
Base: Interacted with a person when called VA about recent claim.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
576
618
368
141
162
110
142
153
89
142
125
79
151
178
90
83
10
8
101
84
11
5
100
82
10
7
99
88
5
7
100
89
7
4
100
78
15
7
100
81
8
12
101
91
7
1
99
88
7
5
100
84
12
4
100
77
12
11
100
85
7
8
100
78
13
9
100
78
19
3
100
79
13
8
100
883
670
409
217
168
108
205
165
99
238
179
102
223
158
100
88
7
5
100
87
6
7
100
84
12
5
101
86
9
5
100
86
4
10
100
88
9
3
100
89
6
5
100
94
3
3
100
89
8
4
101
88
7
5
100
85
7
8
100
76
18
6
100
91
6
3
100
87
9
5
101
88
8
4
100
1,459
1,288
777
358
330
218
347
318
188
380
304
181
374
336
190
94
3
3
100
89
8
4
101
88
7
5
100
84
7
9
100
77
17
6
100
90
6
4
100
86
10
5
101
87
8
5
100
Original Claims
Unweighted N
Yes
No
Didn't need claim information
TOTAL
Supplemental Claims
Unweighted N
Yes
No
Didn't need claim information
TOTAL
All Claims
Unweighted N
Yes
No
Didn't need claim information
TOTAL
88
7
5
100
87
83
86
86
87
88
6
12
9
5
10
6
7
5
6
9
4
6
100
100
101
100
101
100
Question Number: Dependents 24/Veterans 31
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-58
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-36
Within the past year, did you VISIT VA's Internet website [www.gibill.va.gov]
about your education benefits?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
2003
2004
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
1,196
1,421
1,027
271
377
263
301
335
261
317
318
250
307
391
253
Yes
No
TOTAL
47
53
100
57
43
100
55
46
101
43
57
100
58
42
100
66
34
100
48
52
100
55
45
100
55
46
101
46
54
100
58
42
100
49
51
100
52
48
100
56
44
100
52
48
100
Unweighted N
1,425
1,513
1,046
338
369
237
354
376
277
359
402
258
374
366
274
Yes
No
TOTAL
60
40
100
65
35
100
59
41
100
55
45
100
64
36
100
56
44
100
62
38
100
72
28
100
58
43
101
61
39
100
64
36
100
59
41
100
62
38
100
60
40
100
52
48
100
Unweighted N
2,621
2,934
2,073
609
746
500
655
711
538
676
720
508
681
757
527
Yes
No
TOTAL
58
42
100
64
58
53
64
58
59
70
36
42
47
36
42
41
30
100
100
100
100
100
100
100
Question Number: Dependents 25/Veterans 32
57
43
100
59
41
100
63
37
100
57
43
100
61
39
100
60
40
100
63
37
100
Original Claims
Supplemental Claims
All Claims
Sum does not add to 100% due to rounding.
Wording changes in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-59
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-37
Why did you visit VA's website [www.gibill.va.gov]?
Base: Visited VA's website.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
533
664
438
106
185
126
136
160
115
138
143
93
153
176
104
29
17
68
12
30
27
18
66
16
36
19
15
64
16
32
29
12
67
13
32
28
23
59
17
40
20
10
59
18
36
30
21
72
12
30
41
28
60
13
28
21
16
68
18
25
28
18
62
14
31
17
9
74
16
35
20
17
66
12
34
27
16
74
8
27
35
21
61
18
40
14
16
64
19
30
10
6
11
12
11
19
12
4
7
7
4
8
8
8
13
13
15
15
18
16
17
15
40
37
46
42
42
45
42
4
6
3
3
7
7
5
Question Number: Dependents 26/Veterans 33
14
22
6
14
46
7
9
39
3
16
42
6
13
50
5
16
39
5
13
43
7
Original Claims
Unweighted N
Get information before I applied for benefits
Apply for education benefits
Verify enrollment to VA+
Send an inquiry to VA
Get other information about VA education
programs
Couldn't get through on a toll-free phone
number
Download a form
See what is available on the website
Other
15
47
5
Multiple mentions.
+ Not asked of Chapter 35 beneficiaries.
Schulman, Ronca, & Bucuvalas, Inc. - page A-60
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-37, continued
Why did you visit VA's website [www.gibill.va.gov]?
Base: Visited VA's website.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
834
775
473
181
185
103
214
197
122
211
214
120
228
179
128
18
13
77
13
29
15
12
74
13
33
14
9
72
15
26
19
12
73
12
34
14
11
74
12
28
15
15
72
15
32
22
18
79
16
28
12
7
74
19
33
23
8
67
19
32
17
13
76
13
27
16
15
73
12
37
13
6
70
17
22
17
12
81
11
27
16
12
76
10
29
8
10
77
10
21
13
5
9
13
5
15
15
5
6
13
4
7
12
5
10
10
12
11
11
14
18
5
39
34
45
37
35
41
38
4
6
6
8
2
6
3
Question Number: Dependents 26/Veterans 33
14
35
3
12
42
7
11
43
3
12
29
8
15
43
6
10
37
3
10
42
8
Supplemental Claims
Unweighted N
Get information before I applied for benefits
Apply for education benefits
Verify enrollment to VA+
Send an inquiry to VA
Get other information about VA education
programs
Couldn't get through on a toll-free phone
number
Download a form
See what is available on the website
Other
14
43
6
Multiple mentions.
+ Not asked of Chapter 35 beneficiaries.
Schulman, Ronca, & Bucuvalas, Inc. - page A-61
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-37, continued
Why did you visit VA's website [www.gibill.va.gov]?
Base: Visited VA's website.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,367
1,439
911
287
370
229
350
357
237
349
357
213
381
355
232
20
14
76
13
29
16
12
73
13
33
15
10
71
16
26
20
12
72
12
34
16
12
72
12
30
16
14
70
16
33
23
19
78
15
28
15
10
73
19
32
23
10
67
19
31
18
13
75
13
27
17
14
73
12
37
14
7
70
16
23
18
12
80
11
27
18
13
74
11
31
8
11
76
11
22
13
5
9
13
6
15
15
5
6
12
4
7
12
6
11
10
12
11
12
14
18
6
40
35
45
38
36
42
38
4
6
6
8
3
6
3
Question Number: Dependents 26/Veterans 33
14
33
3
12
42
7
11
42
3
12
31
8
14
44
6
11
37
3
10
42
8
All Claims
Unweighted N
Get information before I applied for benefits
Apply for education benefits
Verify enrollment to VA+
Send an inquiry to VA
Get other information about VA education
programs
Couldn't get through on a toll-free phone
number
Download a form
See what is available on the website
Other
14
43
6
Multiple mentions.
+ Not asked of Chapter 35 beneficiaries.
Schulman, Ronca, & Bucuvalas, Inc. - page A-62
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-38
In general, how much of what you were looking for did you find on VA's website?
Base: Visited VA's website.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
529
669
438
106
186
126
134
163
115
135
142
93
154
178
104
All
Most
Some
Little
None
TOTAL
25
39
23
9
4
100
36
43
12
5
3
99
32
38
22
6
2
100
20
38
24
15
3
100
35
41
13
4
7
100
31
36
18
12
4
101
29
40
21
7
3
100
38
42
13
5
2
100
43
31
19
6
*
99
28
41
21
4
5
99
35
48
10
5
2
100
28
43
25
2
2
100
23
35
29
9
4
100
36
36
16
8
4
100
25
41
28
6
1
101
Unweighted N
836
785
473
181
188
103
217
198
122
211
215
120
227
184
128
All
Most
Some
Little
None
TOTAL
29
38
21
7
5
100
35
45
14
3
2
99
36
47
11
5
1
100
31
37
18
6
6
98
38
43
13
3
3
100
34
45
14
5
2
100
30
41
21
5
4
101
37
42
14
6
1
100
41
43
14
2
1
101
30
37
22
6
6
101
34
49
12
2
2
99
32
51
8
7
2
100
26
40
20
11
3
100
35
44
17
2
3
101
41
44
11
4
*
100
1,365
1,454
911
287
374
229
351
361
237
346
357
213
381
362
232
35
35
30
37
33
30
37
45
46
37
42
44
40
42
13
12
19
13
15
21
14
3
5
8
3
6
5
5
2
1
6
4
3
4
2
98
99
100
99
101
100
100
Question Number: Dependents 27/Veterans 34
41
41
15
2
1
100
30
37
22
6
6
101
34
49
12
3
2
100
32
51
10
6
2
101
26
39
21
11
3
100
35
43
16
3
3
100
39
43
13
4
*
99
Original Claims
Supplemental Claims
All Claims
Unweighted N
All
Most
Some
Little
None
TOTAL
Sum may not add to 100% due to rounding.
Wording change in 2003.
*Less than 0.5%.
29
38
21
7
5
100
Schulman, Ronca, & Bucuvalas, Inc. - page A-63
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-39
Did you find anything difficult or confusing about the website?
Base: Visited VA's website.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
2002
2003
2004
%
%
%
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
529
667
437
103
185
125
134
164
115
137
140
93
152
178
104
Yes
No
TOTAL
21
79
100
15
85
100
24
76
100
28
72
100
17
83
100
25
75
100
18
82
100
17
83
100
16
84
100
21
79
100
9
91
100
28
73
101
18
82
100
26
74
100
28
72
100
Unweighted N
831
780
471
181
189
102
213
197
122
211
216
119
226
178
128
Yes
No
TOTAL
19
81
100
13
87
100
14
86
100
19
81
100
10
90
100
17
83
100
21
79
100
17
83
100
12
88
100
18
82
100
13
87
100
11
89
100
22
78
100
14
86
100
21
79
100
Unweighted N
1,360
1,447
908
287
374
227
347
361
237
348
356
212
378
356
232
Yes
No
TOTAL
20
80
100
13
16
20
11
18
20
17
87
84
80
89
82
80
83
100
100
100
100
100
100
100
Question Number: Dependents 28/Veterans 35
12
88
100
18
82
100
12
88
100
13
87
100
21
79
100
15
85
100
22
78
100
Original Claims
Supplemental Claims
All Claims
Sum does not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-64
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-40
What specifically did you find difficult or confusing about the website?
Base: Found something to be difficult or confusing.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
107
162
110
29
42
30
23
43
22
28
26
28
27
51
30
15
2
28
10
5
17
16
6
18
13
2
20
9
7
14
25
6
17
9
-47
11
6
37
10
-26
22
4
27
3
3
3
14
7
9
14
2
18
22
5
21
11
9
30
52
30
60
44
52
46
51
67
48
53
57
68
64
65
73
36
33
54
30
31
56
55
26
26
24
46
63
44
23
55
26
12
17
20
15
24
31
17
13
29
--
14
23
22
17
23
19
15
32
16
18
31
20
37
18
26
10
7
10
6
170
158
84
36
34
16
47
40
19
37
44
18
50
40
31
19
6
18
14
5
19
7
4
28
17
14
17
3
7
19
11
3
37
10
5
17
24
12
27
--16
24
5
11
17
2
16
15
2
31
23
2
30
3
2
15
1
8
24
61
48
61
59
64
59
74
40
69
58
42
75
53
58
46
31
32
39
24
31
18
48
29
45
19
29
44
38
41
46
22
21
19
18
17
20
20
15
1
22
26
35
26
21
13
21
22
12
23
35
3
6
26
30
Question Number: Dependents 29/Veterans 36
27
15
2
22
23
17
Original Claims
Unweighted N
System down or not working
Information displayed was hard to read
Information displayed was hard to
understand
Didn't understand where to go to retrieve
the information I wanted
Website didn't have the information I was
looking for
It was hard to move about within the
website
Other
Supplemental Claims
Unweighted N
System down or not working
Information displayed was hard to read
Information displayed was hard to
understand
Didn't understand where to go to retrieve
the information I wanted
Website didn't have the information I was
looking for
It was hard to move about within the
website
Other
Notes on next page
Schulman, Ronca, & Bucuvalas, Inc. - page A-65
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-40, continued
What specifically did you find difficult or confusing about the website?
Base: Found something to be difficult or confusing.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
277
320
194
65
76
46
70
83
41
65
70
46
77
91
61
19
6
19
13
5
19
9
4
26
17
12
18
4
7
18
15
4
32
10
4
21
22
11
28
2
-18
24
5
13
15
2
15
15
3
26
22
2
29
6
3
16
3
8
25
60
50
61
57
62
56
71
43
65
58
44
73
54
59
50
32
32
42
25
31
27
49
28
42
20
31
48
38
38
47
22
20
19
19
17
21
21
15
4
23
23
30
26
21
14
22
12
25
32
7
9
25
Question Number: Dependents 29/Veterans 36
31
26
16
4
21
21
16
All Claims
Unweighted N
System down or not working
Information displayed was hard to read
Information displayed was hard to
understand
Didn't understand where to go to retrieve
the information I wanted
Website didn't have the information I was
looking for
It was hard to move about within the
website
Other
21
-- None
Multiple mentions.
Slight wording changes in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-66
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-41
Within the past year, did you use the Internet or e-mail to CONTACT VA
about your education benefits?
Base: All beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
1,176
1,409
1,018
265
374
259
296
331
263
312
316
246
303
388
250
Yes
No
TOTAL
20
80
100
25
75
100
19
81
100
20
80
100
25
75
100
25
75
100
18
82
100
21
79
100
21
79
100
19
81
100
29
71
100
16
84
100
22
78
100
24
76
100
19
81
100
Unweighted N
1,415
1,508
1,032
334
369
235
352
374
275
356
401
253
373
364
269
Yes
No
TOTAL
22
78
100
26
74
100
23
77
100
20
80
100
29
71
100
23
77
100
25
75
100
31
69
100
22
78
100
21
79
100
25
75
100
25
75
100
25
75
100
22
78
100
21
79
100
Unweighted N
2,591
2,917
2,050
599
743
494
648
705
538
668
717
499
676
752
519
Yes
No
TOTAL
22
78
100
26
23
20
28
24
24
29
74
77
80
72
76
76
71
100
100
100
100
100
100
100
Question Number: Dependents 30/Veterans 37
22
78
100
21
79
100
25
75
100
24
76
100
25
75
100
23
77
100
21
79
100
Original Claims
Supplemental Claims
All Claims
Sum may not add to 100% due to rounding.
Wording changes in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-67
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-42
Why did you contact VA using the Internet or e-mail?
Base: Contacted VA using the Internet or e-mail.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
222
258
143
47
70
42
54
57
43
57
54
26
64
77
32
19
52
20
12
60
26
11
56
28
18
48
29
19
48
21
8
54
8
23
51
17
23
60
21
10
64
28
18
57
20
2
69
28
16
57
31
19
53
11
19
52
31
6
45
48
22
40
10
9
12
22
39
10
6
11
21
34
18
12
20
27
29
2
17
16
18
38
12
3
15
22
23
21
18
17
13
42
13
11
13
10
39
1
16
5
16
52
12
3
9
19
45
14
4
8
30
41
15
3
11
26
30
15
6
30
29
46
10
5
12
18
35
3
7
10
17
31
29
27
22
9
8
11
16
9
13
10
Question Number: Dependents 31/Veterans 38
3
4
5
15
14
9
5
Original Claims
Unweighted N
Get information before I applied for benefits
Check on the status of my education claim
Report a change in the status of my
enrollment
Check on my remaining education benefits
Check on payment
Correct a payment problem
Couldn't get through on a toll-free number
Sent an e-mail to get information after
visiting the VA website
Other inquiry
10
Multiple mentions.
Schulman, Ronca, & Bucuvalas, Inc. - page A-68
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-42, continued
Why did you contact VA using the Internet or e-mail?
Base: Contacted VA using the Internet or e-mail.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
317
316
167
65
82
39
88
79
46
71
85
40
93
70
42
13
50
23
7
50
30
15
51
29
15
47
28
2
53
27
17
62
34
9
57
26
11
45
27
17
53
31
16
49
19
5
53
31
16
50
22
11
46
23
12
43
33
8
39
38
25
38
11
13
11
34
35
16
4
12
38
26
15
10
12
25
46
15
24
11
31
40
11
5
12
40
40
20
28
8
22
47
13
17
15
22
22
18
3
20
46
41
10
9
16
26
30
7
7
11
39
39
21
4
8
33
32
13
1
12
24
34
11
11
9
41
33
11
5
10
41
37
17
12
14
8
12
13
11
4
12
6
3
Supplemental Claims
Unweighted N
Get information before I applied for benefits
Check on the status of my education claim
Report a change in the status of my
enrollment
Check on my remaining education benefits
Check on payment
Correct a payment problem
Couldn't get through on a toll-free number
Sent an e-mail to get information after
visiting the VA website
Other inquiry
9
11
5
3
17
5
8
Question Number: Dependents 31/Veterans 38
Multiple mentions.
Schulman, Ronca, & Bucuvalas, Inc. - page A-69
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-42, continued
Why did you contact VA using the Internet or e-mail?
Base: Contacted VA using the Internet or e-mail.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
539
574
310
112
152
81
142
136
89
128
139
66
157
147
74
14
50
23
8
51
29
15
52
29
15
47
28
4
53
26
16
61
31
11
56
25
13
46
27
16
54
30
16
50
20
5
56
31
16
51
23
12
47
21
13
44
33
8
40
39
24
38
11
13
11
32
35
16
4
12
36
36
15
10
13
25
43
13
22
12
29
40
11
5
12
38
38
20
26
9
21
46
13
16
15
21
24
16
5
18
41
43
11
8
15
26
32
8
6
10
38
40
20
4
8
32
31
13
1
13
25
35
10
10
10
38
33
10
5
10
38
36
19
14
15
8
10
12
10
5
12
6
3
All Claims
Unweighted N
Get information before I applied for benefits
Check on the status of my education claim
Report a change in the status of my
enrollment
Check on my remaining education benefits
Check on payment
Correct a payment problem
Couldn't get through on a toll-free number
Sent an e-mail to get information after
visiting the VA website
Other inquiry
10
11
6
4
17
5
8
Question Number: Dependents 31/Veterans 38
Multiple mentions.
Schulman, Ronca, & Bucuvalas, Inc. - page A-70
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-43
What response did you get to your Internet or e-mail inquiry?
Base: Contacted VA using the Internet or e-mail.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
212
448
144
45
118
43
53
99
42
55
100
26
59
131
33
43
41
11
34
26
12
47
48
22
39
40
13
46
24
11
49
40
25
46
36
11
31
22
11
49
56
18
38
40
11
34
33
16
54
41
23
54
49
12
25
18
6
30
61
21
2
17
4
*
7
2
3
13
1
2
20
5
-4
5
-17
5
2
19
6
1
9
3
-11
--
3
20
4
*
3
*
9
12
--
2
9
3
*
16
4
-13
--
306
531
166
63
96
39
85
134
44
66
148
39
92
124
44
44
51
19
31
27
11
50
46
16
40
48
17
31
24
9
38
37
16
50
56
15
29
33
11
63
49
17
39
54
21
33
28
14
53
46
14
49
45
20
31
23
10
46
52
20
-9
3
9
5
11
-8
6
1
1
4
-13
--
-9
3
-6
3
1
14
5
Original Claims
Unweighted N
Received an acknowledgment of my inquiry
Received a complete answer to my inquiry
Received an answer, but not all the
information requested
Inquiry was sent to another office
Never received an answer from VA
Other
Supplemental Claims
Unweighted N
Received an acknowledgment of my inquiry
Received a complete answer to my inquiry
Received an answer, but not all the
information requested
Inquiry was sent to another office
Never received an answer from VA
Other
1
10
5
1
3
2
1
2
-6
11
11
12
14
24
4
5
6
5
8
4
Question Number: Dependents 32/Veterans 39
-- None.
Multiple mentions.
* Less than 0.5%.
Schulman, Ronca, & Bucuvalas, Inc. - page A-71
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-43, continued
What response did you get to your Internet or e-mail inquiry?
Base: Contacted VA using the Internet or e-mail.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
518
979
310
108
243
82
138
233
86
121
248
65
151
255
77
44
50
18
32
27
12
50
46
17
40
47
16
33
24
9
40
37
18
49
53
15
29
32
11
61
50
18
39
53
20
33
28
14
53
45
14
50
45
19
30
23
9
44
54
20
*
9
3
7
6
9
*
9
6
1
1
4
1
13
--
*
9
3
*
7
3
*
14
5
All Claims
Unweighted N
Received an acknowledgment of my inquiry
Received a complete answer to my inquiry
Received an answer, but not all the
information requested
Inquiry was sent to another office
Never received an answer from VA
Other
1
11
5
1
3
2
1
2
-6
13
11
13
14
23
4
4
6
5
7
4
Question Number: Dependents 32/Veterans 39
-- None.
* Less than 0.5%
Multiple mentions.
Schulman, Ronca, & Bucuvalas, Inc. - page A-72
VA Education Beneficiaries 2004 Customer Satisfaction Study
Table A-44
In general, how much of what you NEEDED TO KNOW did you get from
your contact with VA using the Internet or e-mail?
Base: Received an answer to Internet or e-mail contact.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
222
248
122
47
68
34
54
57
37
57
55
22
64
68
29
All
Most
Some
Little
None
TOTAL
27
37
20
7
9
100
30
40
18
6
6
100
33
36
23
4
3
99
21
44
17
9
9
100
33
33
22
6
6
100
17
41
29
7
5
99
25
36
20
6
13
100
34
30
21
6
10
101
42
37
21
--100
30
37
17
6
10
100
24
53
17
4
2
100
33
28
33
-7
101
30
29
28
10
4
101
40
22
15
14
9
100
40
40
5
14
1
100
Unweighted N
318
301
137
65
74
29
89
75
40
71
81
31
93
71
37
All
Most
Some
Little
None
TOTAL
33
35
20
6
6
100
32
41
15
6
5
99
38
39
14
4
5
100
34
35
20
4
6
99
27
49
15
4
5
100
34
38
21
2
5
100
37
38
14
7
4
100
27
44
16
8
5
100
39
46
13
2
-100
32
35
21
7
6
101
38
36
15
5
5
99
42
32
12
5
9
100
31
30
23
7
8
99
32
39
13
8
7
99
33
49
13
4
1
100
540
549
259
112
142
63
143
132
77
128
136
53
157
139
66
39
44
15
2
-100
31
35
21
7
6
100
36
39
16
5
5
101
42
32
13
5
9
101
31
30
23
8
8
100
33
38
13
9
8
101
34
48
12
5
1
100
Original Claims
Supplemental Claims
All Claims
Unweighted N
All
Most
Some
Little
None
TOTAL
Sum may not add to 100% due to rounding.
-- None.
32
35
20
7
6
100
32
38
32
28
31
35
28
41
39
37
47
39
38
42
15
15
20
16
22
15
17
6
4
5
4
2
7
8
5
5
6
5
5
5
5
99
101
100
100
99
100
100
Question Number: Dependents 33/Veterans 40
Schulman, Ronca, & Bucuvalas, Inc. - page A-73
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-45
Within the past year, did you receive information about
your education benefits from any of the following?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,176
1,380
1,012
267
370
259
294
323
257
311
307
247
304
380
249
41
33
31
40
31
26
43
32
26
42
33
34
42
34
36
28
24
31
NA
NA
18
43
15
12
15
37
1
5
26
10
6
10
29
1
3
38
29
24
33
NA
NA
18
38
12
7
15
38
1
5
27
9
5
9
27
1
5
37
26
22
27
NA
NA
15
45
17
16
14
33
*
3
27
12
6
10
21
*
5
42
28
23
31
NA
NA
20
43
13
11
13
40
1
7
26
11
4
14
34
1
1
35
30
30
35
NA
NA
19
45
22
12
18
36
2
3
23
6
9
6
30
1
5
37
1,398
1,473
1,035
336
361
233
348
362
277
350
394
254
364
356
271
41
28
26
40
27
28
42
26
20
41
27
29
40
31
25
8
8
9
9
27
11
29
7
7
11
5
27
3
28
7
5
7
7
34
5
30
35
NA
36
NA
31
36
31
1
NA
*
NA
1
1
2
4
23
5
5
4
24
2
37
57
34
42
33
63
38
Question Number: Dependents 34/Veterans 41
8
7
7
25
*
6
49
30
26
32
NA
NA
24
64
7
5
8
31
1
5
43
10
3
7
33
*
5
38
28
31
32
NA
NA
26
62
9
9
7
43
*
4
27
9
5
7
31
1
5
42
Original Claims
Unweighted N
State or county Veterans Service
Organizations
VA Representative on military base
Reserve unit+
Friends, family, co-workers
School
Congressional Office
Other
None of the above
Supplemental Claims
Unweighted N
State or county Veterans Service
Organizations
VA Representative on military base
Reserve unit+
Friends, family, co-workers
School
Congressional Office
Other
None of the above
NA Not Asked
Multiple mentions.
29
28
32
NA
NA
24
62
+ Not asked of Chapter 35 beneficiaries.
* Less than 0.5%.
Wording changes and categories added in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-74
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-45, continued
Within the past year, did you receive information about
your education benefits from any of the following?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2,574
2,853
2,047
603
731
492
642
685
534
661
701
501
668
736
520
41
28
27
40
28
28
42
27
21
41
28
30
40
31
27
10
11
8
31
1
2
36
9
7
7
25
*
6
48
30
25
32
NA
NA
24
61
8
6
8
33
1
5
40
10
3
8
34
*
4
38
28
31
32
NA
NA
25
59
10
9
8
43
*
4
26
7
9
7
26
2
4
48
All Claims
Unweighted N
State or county Veterans Service
Organizations
VA Representative on military base
Reserve unit+
Friends, family, co-workers
School
Congressional Office
Other
None of the above
29
27
32
NA
NA
23
59
9
8
9
27
11
29
8
7
5
27
3
27
8
6
7
34
6
30
35
37
31
NA
35
NA
1
*
1
NA
2
NA
4
22
5
4
4
23
35
54
33
41
34
60
Question Number: Dependents 34/Veterans 41
NA Not asked.
Multiple mentions.
+ Not asked of Chapter 35 beneficiaries.
* Less than 0.5%.
Wording changes and categories added in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-75
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-46
Have you used VA's automated phone system [1-877-823-2378] to verify your
enrollment for your recent claim?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
928
744
454
183
203
113
248
171
113
252
165
114
245
205
114
Yes
No
TOTAL
52
48
100
59
41
100
56
44
100
55
45
100
62
38
100
57
43
100
49
51
100
55
45
100
57
43
100
54
46
100
58
42
100
54
46
100
51
49
100
65
35
100
56
44
100
Unweighted N
1,190
884
539
274
216
120
300
208
146
299
233
128
317
227
145
Yes
No
TOTAL
69
31
100
68
32
100
64
36
100
68
32
100
73
27
100
66
34
100
67
33
100
59
41
100
55
45
100
73
27
100
69
31
100
69
31
100
62
38
100
71
29
100
58
42
100
Unweighted N
2,118
1,628
993
457
419
233
548
379
259
551
398
242
562
432
259
Yes
No
TOTAL
66
34
100
67
33
100
65
66
71
56
64
35
34
29
44
36
100
100
100
100
100
Question Number: Veterans 42
58
42
100
67
33
100
71
29
100
67
33
100
67
33
100
60
40
100
70
30
100
58
42
100
Original Claims
Supplemental Claims
All Claims
Wording change in 2003
Schulman, Ronca, & Bucuvalas, Inc. - page A-76
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-47
Did you find anything to be difficult about using VA's automated
phone system to verify enrollment?
Base: Used automated phone system to verify enrollment.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
481
465
249
100
132
64
123
93
64
135
101
58
123
139
63
Yes
No
TOTAL
9
91
100
9
91
100
6
94
100
7
93
100
13
87
100
11
89
100
15
85
100
2
98
100
7
93
100
6
94
100
10
90
100
5
95
100
8
92
100
10
90
100
3
97
100
Unweighted N
813
581
317
191
148
81
204
120
77
222
156
81
196
157
78
Yes
No
TOTAL
12
88
100
5
95
100
4
96
100
10
90
100
3
97
100
5
95
100
18
82
100
4
96
100
7
93
100
10
90
100
7
93
100
3
97
100
11
89
100
4
96
100
7
93
100
Unweighted N
1,294
1,046
566
291
280
145
327
213
141
357
257
139
319
296
141
Yes
No
TOTAL
11
89
100
5
95
100
5
10
4
6
18
95
90
96
94
82
100
100
100
100
100
Question Number: Veterans 43
4
96
100
7
93
100
10
90
100
7
93
100
3
97
100
10
90
100
5
95
100
5
95
100
Original Claims
Supplemental Claims
All Claims
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-77
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-48
What specifically did you find to be difficult about verifying your enrollment
when you used VA's automated phone system?
Base: Found something difficult when using automated phone system.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
42
56
18
7
23
7
17
6
6
8
11
3
10
16
2
50
21
17
42
27
17
70
39
10
57
14
14
52
43
25
81
73
19
47
17
17
59
33
33
74
36
13
49
36
--
42
3
3
59
---
50
20
42
20
41
20
50
50
--
NA
41
6
50
16
22
NA
58
11
43
36
--
NA
30
-41
13
39
NA
51
-71
-41
NA
30
12
27
---
97
50
21
19
11
5
36
13
6
21
15
3
21
11
7
75
17
14
52
31
13
59
44
11
79
26
5
66
48
18
79
45
21
69
14
16
47
5
10
33
91
25
76
14
14
44
33
14
83
17
--
77
19
19
61
34
11
45
20
--
NA
34
15
29
NA
37
27
26
---
NA
38
16
28
---
NA
28
11
39
-35
Original Claims
Unweighted N
Telephone number was frequently busy
System didn't have my VA record
Call was disconnected before verification
completed
My PIN didn't work.
Other
Supplemental Claims
Unweighted N
Telephone number was frequently busy
System didn't have my VA record
Call was disconnected before verification
completed
My PIN didn't work.
Other
-NA
8
-10
26
22
-Question Number: Veterans 44
-- None.
Multiple Mention.
Wording change and category added in 2003.
NA Not Asked.
Schulman, Ronca, & Bucuvalas, Inc. - page A-78
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-48, continued
What specifically did you find to be difficult about verifying your enrollment
when you used VA's automated phone system?
Base: Found something difficult when using automated phone system.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
139
106
39
26
34
12
53
19
12
29
26
6
31
27
9
72
18
14
50
31
14
61
43
11
77
25
6
62
47
20
80
51
20
67
14
16
49
9
13
40
82
23
74
16
13
44
29
12
79
14
--
74
19
21
54
35
13
45
22
--
NA
34
14
32
NA
36
23
28
2
6
NA
39
14
34
-8
NA
28
11
37
-33
All Claims
Unweighted N
Telephone number was frequently busy
System didn't have my VA record
Call was disconnected before verification
completed
My PIN didn't work.
Other
3
NA
9
8
12
29
27
-Question Number: Veterans 44
-- None.
NA Not Asked.
Multiple Mention.
Wording change and category added in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-79
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-49
Have you used VA's Web Automated Verification of Enrollment (WAVE) at
www.gibill.va.gov to verify your enrollment for your recent claim?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
934
748
456
185
206
114
250
171
114
252
165
114
247
206
114
Yes
No
TOTAL
40
60
100
46
54
100
51
49
100
35
65
100
47
53
100
61
39
100
42
58
100
36
64
100
50
50
100
38
62
100
52
48
100
46
54
100
46
54
100
43
57
100
48
52
100
Unweighted N
1,210
885
540
282
216
121
304
210
146
303
233
128
321
226
145
Yes
No
TOTAL
56
44
100
58
42
100
61
39
100
47
53
100
61
39
100
57
43
100
57
43
100
59
41
100
56
44
100
59
41
100
56
44
100
64
36
100
59
41
100
56
44
100
66
34
100
Unweighted N
2,144
1,633
996
467
422
235
554
381
260
555
398
242
568
432
259
Yes
No
TOTAL
54
46
100
56
44
100
57
46
59
55
54
43
54
41
45
46
100
100
100
100
100
Question Number: Veterans 45
56
44
100
61
39
100
56
44
100
56
44
100
64
36
100
57
43
100
54
46
100
60
40
100
Original Claims
Supplemental Claims
All Claims
Wording change in 2003
Schulman, Ronca, & Bucuvalas, Inc. - page A-80
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-50
Did you find anything to be difficult about using VA's Web Automated Verification of
Enrollment (WAVE) to verify your enrollment?
Base: Used WAVE to verify enrollment.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
379
342
227
65
101
63
104
70
58
96
84
51
114
87
55
Yes
No
TOTAL
16
84
100
10
90
100
11
89
100
26
74
100
13
87
100
21
79
100
12
88
100
15
85
100
15
85
100
15
85
100
5
95
100
2
98
100
12
88
100
16
84
100
9
91
100
Unweighted N
674
508
321
133
122
68
173
123
79
178
132
81
190
131
93
Yes
No
TOTAL
13
87
100
9
91
100
12
88
100
12
88
100
6
94
100
7
93
100
12
88
100
11
89
100
11
89
100
15
85
100
8
92
100
13
87
100
11
89
100
12
88
100
13
87
100
Unweighted N
1,053
850
548
198
223
131
277
193
137
274
216
132
304
218
148
Yes
No
TOTAL
13
87
100
9
91
100
12
14
6
9
12
88
86
94
91
88
100
100
100
100
100
Question Number: Veterans 46
11
89
100
12
88
100
15
85
100
7
93
100
12
88
100
11
89
100
12
88
100
13
87
100
Original Claims
Supplemental Claims
All Claims
Wording changes in 2003
Schulman, Ronca, & Bucuvalas, Inc. - page A-81
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-51
What specifically did you find to be difficult about using VA's Web Automated
Verification of Enrollment (WAVE) to verify your enrollment?
Base: Found something difficult when using WAVE to verify enrollment.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
57
55
28
17
18
13
12
11
9
14
12
1
14
14
5
26
33
46
23
17
20
42
29
54
21
27
9
-42
43
28
6
30
36
21
41
14
---
8
51
46
33
22
41
8
9
16
18
2
9
8
19
6
--
5
100
--
12
19
12
43
8
26
14
48
12
29
12
10
19
41
8
34
13
9
17
41
15
57
-45
-100
15
57
9
36
-59
7
11
23
19
12
26
8
8
34
28
15
59
--36
8
14
21
27
5
14
----
8
8
14
9
9
26
22
-22
Original Claims
Unweighted N
Unable to log-on to verification website
Information on VA Internet website form
is confusing
Information on VA Internet website form
is inaccurate
System didn't have my record
Not sure if Internet verification was
completed successfully
Couldn't remember my PIN
System wouldn't accept my PIN
Other
9
6
10
13
4
12
21
8
35
23
12
15
Question Number: Veterans 47
-- None
Multiple mention.
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-82
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-51, continued
What specifically did you find to be difficult about using VA's Web Automated
Verification of Enrollment (WAVE) to verify your enrollment?
Base: Found something difficult when using WAVE to verify enrollment.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
83
64
36
15
15
5
22
19
9
25
13
10
21
17
12
29
22
40
10
15
33
27
20
41
2
-72
31
28
45
18
21
42
19
15
54
6
16
13
53
33
19
15
17
50
10
10
11
7
2
56
9
3
21
13
25
--
9
8
5
6
50
14
29
8
40
7
47
10
10
8
72
4
56
3
33
-37
4
45
25
28
3
42
15
58
16
47
22
24
20
15
21
16
12
34
18
27
31
11
32
26
--5
11
4
21
18
18
30
26
13
19
29
34
14
12
12
35
12
24
12
Supplemental Claims
Unweighted N
Unable to log-on to verification website
Information on VA Internet website form
is confusing
Information on VA Internet website form
is inaccurate
System didn't have my record
Not sure if Internet verification was
completed successfully
Couldn't remember my PIN
System wouldn't accept my PIN
Other
19
33
21
28
16
7
15
36
13
20
44
-Question Number: Veterans 47
-- None
Multiple mention.
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-83
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-51, continued
What specifically did you find to be difficult about using VA's Web Automated
Verification of Enrollment to verify your enrollment?
Base: Found something difficult when using WAVE to verify enrollment.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
140
119
64
32
33
18
34
30
18
39
25
11
35
31
17
29
23
41
12
15
32
30
22
43
5
9
52
27
30
44
19
18
40
21
16
52
7
16
13
47
35
22
17
15
32
10
10
12
9
2
41
9
5
18
12
22
2
8
8
12
7
49
13
29
8
41
8
43
11
10
12
62
5
53
4
29
4
38
5
46
21
30
3
43
15
58
15
45
8
41
18
14
22
16
12
33
16
24
31
14
4
31
--12
11
5
21
19
16
28
25
13
19
26
31
14
11
11
34
18
15
16
All Claims
Unweighted N
Unable to log-on to verification website
Information on VA Internet website form
is confusing
Information on VA Internet website form
is inaccurate
System didn't have my record
Not sure if Internet verification was
completed successfully
Couldn't remember my PIN
System wouldn't accept my PIN
Other
18
27
19
23
15
8
16
27
16
21
39
15
Question Number: Veterans 47
-- None
Multiple mention.
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-84
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-52
Have you phoned 1-888-GI-BILL-1 [1-888-442-4551] and spoken
to a counselor to verify your enrollment for your recent claim?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
926
747
456
183
205
114
247
171
114
252
166
114
244
205
114
Yes
No
TOTAL
29
71
100
27
73
100
22
78
100
33
67
100
24
76
100
27
73
100
25
75
100
23
77
100
24
76
100
30
70
100
28
72
100
18
82
100
31
69
100
30
70
100
20
80
100
Unweighted N
1,201
884
539
279
216
121
301
210
146
302
233
127
319
225
145
Yes
No
TOTAL
44
56
100
26
74
100
25
75
100
42
58
100
24
76
100
28
72
100
41
59
100
22
78
100
23
77
100
45
55
100
34
66
100
27
73
100
45
55
100
18
82
100
21
79
100
Unweighted N
2,127
1,631
995
462
421
235
548
381
260
554
399
241
563
430
259
Yes
No
TOTAL
42
58
100
26
74
100
25
41
24
28
38
75
59
76
72
62
100
100
100
100
100
Question Number: Veterans 48
22
78
100
23
77
100
43
57
100
33
67
100
26
74
100
43
57
100
19
81
100
21
79
100
Original Claims
Supplemental Claims
All Claims
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-85
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-53
Why did you speak to a counselor to verify your enrollment?
Base: Spoke to a counselor to verify enrollment.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
158
177
95
35
48
27
42
36
24
50
37
21
31
56
23
16
15
16
9
23
22
22
16
8
15
13
24
18
10
8
8
10
8
9
14
6
10
13
8
6
6
3
9
14
21
7
1
11
77
13
29
25
14
9
5
47
7
7
27
25
9
4
38
7
5
24
14
3
14
77
12
31
29
28
15
-47
1
1
18
48
6
4
39
9
11
6
7
2
5
71
24
35
19
17
2
23
54
12
15
29
15
6
-33
8
-35
4
-14
76
8
22
27
7
7
1
42
11
6
34
22
16
9
32
7
7
22
3
-10
88
7
29
23
13
12
2
49
-7
22
14
8
-53
5
-34
8
20
10
15
20
8
27
22
6
17
8
Original Claims
Unweighted N
Experienced difficulty with telephone
verification when I called 1-877-823-2378
Experienced difficulty with Internet
verification on VA's website
System didn't have my record
My PIN didn't work
Don't have access to the Internet
In general, rather speak to a person
Believe I'll get paid faster
Don't trust automated systems
Not sure if automated verification was
completed successfully
Other
18
9
14
15
Question Number: Veterans 49
Multiple Mention.
-- None.
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-86
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-53, continued
Why did you speak to a counselor to verify your enrollment?
Base: Spoke to a counselor to verify enrollment.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
114
198
128
31
54
30
24
45
33
33
65
34
26
34
31
25
17
13
20
19
19
21
16
15
33
14
8
15
22
17
12
17
12
3
19
10
17
19
14
15
16
9
12
12
17
9
4
6
71
22
23
29
13
4
4
37
9
6
21
20
5
3
34
8
5
30
10
3
7
68
16
16
23
16
7
4
35
5
11
37
30
8
-28
8
13
35
--12
81
27
26
28
14
4
4
28
3
4
13
15
6
4
32
10
1
29
12
6
3
70
30
33
33
12
3
4
39
14
4
17
19
4
4
39
6
5
24
8
4
4
69
8
8
26
10
3
5
41
5
7
24
16
2
-31
11
-41
11
22
4
21
18
15
26
25
12
18
19
Supplemental Claims
Unweighted N
Experienced difficulty with telephone
verification when I called 1-877-823-2378
Experienced difficulty with Internet
verification on VA's website
System didn't have my record
My PIN didn't work
Don't have access to the Internet
In general, rather speak to a person
Believe I'll get paid faster
Don't trust automated systems
Not sure if automated verification was
completed successfully
Other
20
9
16
13
Question Number: Veterans 49
Multiple Mention.
-- None.
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-87
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-53, continued
Why did you speak to a counselor to verify your enrollment?
Base: Spoke to a counselor to verify enrollment.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
272
375
223
66
102
57
66
81
57
83
102
55
57
90
54
22
16
14
17
19
20
21
16
14
29
14
10
16
20
16
11
16
11
4
18
9
15
18
13
13
15
9
11
12
17
8
3
7
72
20
25
28
13
4
4
38
9
6
22
21
5
3
34
8
5
29
11
3
9
70
15
20
24
17
8
4
36
5
10
35
33
8
1
29
9
12
31
2
1
10
78
26
29
26
14
4
7
32
5
6
15
15
6
3
32
9
1
30
10
5
5
71
25
31
32
12
3
4
40
14
4
19
19
5
5
39
6
5
24
7
3
5
73
7
12
26
11
5
4
43
4
7
23
16
3
-34
10
-40
10
22
6
20
18
14
26
25
11
18
18
All Claims
Unweighted N
Experienced difficulty with telephone
verification when I called 1-877-823-2378
Experienced difficulty with Internet
verification on VA's website
System didn't have my record
My PIN didn't work
Don't have access to the Internet
In general, rather speak to a person
Believe I'll get paid faster
Don't trust automated systems
Not sure if automated verification was
completed successfully
Other
20
9
16
13
Question Number: Veterans 49
Multiple Mention.
-- None.
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-88
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-54
Which method did you use most often when verifying your enrollment?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
All RPOs
2002
%
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2003
%
2004
%
724
431
199
109
162
106
163
107
200
109
49
48
51
47
56
45
43
49
54
51
42
45
38
46
34
45
50
45
38
42
9
7
11
6
10
10
7
6
8
7
100
100
100
99
100
100
100
100
100
100
856
530
209
118
200
141
228
128
219
143
50
43
56
48
45
41
48
45
55
39
46
51
40
43
53
53
46
50
42
58
4
5
3
9
2
6
6
5
3
3
100
100
100
100
100
100
Original Claims
Unweighted N
Phone VA's automated phone system
at 1-877-823-2378
The Internet, Web Automated
Verification of Enrollment (WAVE)
at www.gibill.va.gov
Speak to a counselor at 1-888-GI-BILL-1
[1-888-442-4551]
Total
Supplemental Claims
Unweighted N
Phone VA's automated phone system
at 1-877-823-2378
The Internet, Web Automated
Verification of Enrollment (WAVE)
at www.gibill.va.gov
Speak to a counselor at 1-888-GI-BILL-1
[1-888-442-4551]
Total
100
99
99
100
Question Number: Veterans 50
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-89
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-54, continued
Which method did you use most often when verifying your enrollment?
Base: Individuals receiving benefits under Chapter 30 and Chapter 1606 only.
All RPOs
2002
%
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2003
%
2004
%
1,580
961
408
227
362
247
391
235
419
252
50
44
56
48
46
41
47
46
55
40
45
50
40
43
51
52
47
50
42
56
5
6
4
9
3
7
6
5
3
3
100
100
100
101
100
99
All Claims
Unweighted N
Phone VA's automated phone system
at 1-877-823-2378
The Internet, Web Automated
Verification of Enrollment (WAVE)
at www.gibill.va.gov
Speak to a counselor at 1-888-GI-BILL-1
[1-888-442-4551]
Total
100
100
100
100
Question Number: Veterans 50
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-90
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-55
From the time your application was submitted to VA, how long did it take to
get your first check?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,130
1,370
989
Original Claims
Unweighted N
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks
11 weeks
12 weeks
13 or more weeks
TOTAL
1
5
6
10
7
12
6
15
5
8
2
7
15
99
260
366
259
280
5
4
1
3
2
2
6
11
3
5
9
6
8
6
5
5
4
7
16
17
12
12
11
8
7
8
6
9
7
9
11
13
12
8
15
12
6
5
8
5
3
4
17
16
13
21
18
17
4
2
5
5
4
4
6
7
9
7
11
10
1
1
3
1
3
2
5
3
7
7
4
6
8
8
17
12
9
14
100
101
101
100
100
101
Question Number: Dependents 35/Veterans 51
322
243
295
310
242
295
372
245
7
8
9
21
2
11
6
13
5
3
1
4
11
101
6
11
6
19
10
11
6
12
3
4
*
4
8
100
1
6
5
12
7
12
5
15
5
7
2
7
14
98
6
4
11
16
8
11
6
19
3
6
1
5
4
100
4
12
8
18
8
14
4
17
1
6
*
2
6
100
2
5
6
10
9
14
6
14
4
8
1
7
14
100
5
10
6
14
7
15
7
15
3
7
*
3
9
101
4
10
7
19
10
14
7
14
1
5
-1
10
102
* Less than 0.5%.
-- None.
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-91
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-55, continued
From the time your application was submitted to VA, how long did it take to
get your first check?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,339
1,436
1,017
Supplemental Claims
Unweighted N
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks
11 weeks
12 weeks
13 or more weeks
TOTAL
2
5
5
14
7
14
4
19
4
8
1
5
13
101
328
355
233
319
7
6
1
8
1
3
11
8
4
4
7
6
9
9
5
9
8
3
18
24
11
14
19
13
10
7
8
6
6
4
14
14
14
17
19
15
3
4
4
3
4
3
12
12
19
14
17
15
3
1
4
3
1
4
3
5
9
5
3
11
*
2
2
1
*
4
8
6
7
4
5
7
3
14
8
10
19
101
101
101
100
100
101
Question Number: Dependents 35/Veterans 51
355
264
335
385
252
357
341
268
6
10
4
18
9
18
3
11
3
5
-5
8
100
8
8
10
19
4
11
5
14
2
9
*
4
7
101
2
4
7
14
7
14
5
21
4
7
1
3
10
99
6
12
13
21
12
12
3
10
3
2
*
2
5
101
7
5
9
29
9
16
4
8
*
6
1
1
3
98
1
5
6
17
8
15
5
18
2
7
1
7
10
102
9
16
6
15
11
13
3
14
2
3
-2
7
101
8
12
9
24
7
8
3
14
3
2
*
2
6
98
* Less than 0.5%.
-- None.
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-92
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-55, continued
From the time your application was submitted to VA, how long did it take to
get your first check?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2,469
2,806
2,006
All Claims
Unweighted N
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks
11 weeks
12 weeks
13 or more weeks
TOTAL
2
5
6
13
7
14
5
18
4
8
1
5
13
101
588
721
492
599
7
6
1
7
1
3
10
8
4
4
7
6
9
9
5
8
7
4
17
23
11
14
18
12
10
7
8
7
6
5
14
14
13
16
18
14
3
4
5
3
4
3
12
13
18
15
17
15
3
1
4
3
2
4
4
5
9
6
4
11
1
1
2
2
1
1
4
3
6
7
4
5
7
6
15
8
10
18
101
100
101
100
99
101
Question Number: Dependents 35/Veterans 51
677
507
630
695
494
652
713
513
6
9
5
18
8
17
4
11
3
5
*
5
9
100
7
9
9
19
5
11
5
14
2
8
*
4
7
100
2
5
6
14
7
14
5
20
4
7
1
4
11
100
6
11
12
20
12
12
3
11
3
3
*
2
5
100
7
6
9
28
8
16
4
10
*
6
1
1
4
100
1
5
6
16
8
15
5
18
2
7
1
7
10
101
8
15
6
15
10
13
3
14
2
3
*
2
7
98
8
12
9
23
7
9
4
14
3
3
*
2
7
101
* Less than 0.5%.
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-93
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-56
From the time your application was submitted to VA, how long do you think
is REASONABLE for you to receive your first check?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,150
1,389
1,005
Original Claims
Unweighted N
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks
11 weeks
12 weeks
13 or more weeks
TOTAL
5
15
12
31
8
14
1
9
1
2
*
1
1
100
264
369
263
284
8
8
3
5
7
4
20
21
15
15
16
16
12
12
10
10
11
12
33
37
33
34
32
29
4
5
10
5
5
7
13
10
12
18
20
16
1
*
3
1
*
1
7
5
9
8
7
11
*
*
*
*
-1
1
1
3
1
*
2
*
--*
--1
*
-1
1
1
*
*
*
1
*
*
100
99
98
99
99
100
Question Number: Dependents 36/Veterans 52
327
249
305
316
247
297
377
246
9
20
10
32
5
17
1
5
*
*
*
*
1
100
10
21
12
38
7
7
*
4
*
1
-*
*
100
6
16
12
30
6
17
1
8
1
2
*
1
1
101
9
25
12
32
2
11
*
7
-*
*
*
*
98
7
24
11
41
5
7
1
3
-1
-*
*
100
8
10
15
31
10
12
2
9
2
1
-1
1
102
7
16
15
35
5
10
2
7
-2
-1
1
101
7
21
16
34
4
9
1
7
*
*
-*
*
99
-- None.
* Less than 0.5%.
Sum may not add to 100% due to rounding.
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-94
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-56, continued
From the time your application was submitted to VA, how long do you think
is REASONABLE for you to receive your first check?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,391
1,485
1,029
Supplemental Claims
Unweighted N
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks
11 weeks
12 weeks
13 or more weeks
TOTAL
6
16
11
37
6
13
1
7
1
2
*
*
*
100
334
361
232
342
11
8
6
9
6
7
22
23
14
19
19
13
14
15
11
17
18
13
32
32
39
38
36
34
4
5
6
2
6
6
10
11
13
9
10
15
1
*
1
1
*
1
4
3
7
3
4
7
*
-1
*
-1
1
*
2
1
*
4
------1
*
*
1
*
-*
*
*
*
-1
100
97
100
100
99
102
Question Number: Dependents 36/Veterans 52
369
270
351
400
258
364
355
269
5
23
12
34
5
16
1
3
-1
-*
*
100
7
19
13
33
5
12
*
6
-1
-2
*
98
6
18
9
37
6
13
1
8
1
2
-*
*
101
15
21
15
32
4
7
1
4
1
*
-*
*
100
10
25
14
31
6
13
*
2
-*
--*
101
5
17
11
36
7
12
1
8
*
2
*
1
*
100
13
28
11
24
5
11
1
4
1
2
-1
*
101
8
28
15
29
5
11
1
3
----*
100
-- None.
* Less than 0.5%.
Sum may not add to 100% due to rounding.
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-95
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-56, continued
From the time your application was submitted to VA, how long do you think
is REASONABLE for you to receive your first check?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2,541
2,874
2,034
All Claims
Unweighted N
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks
11 weeks
12 weeks
13 or more weeks
TOTAL
6
16
11
36
7
13
1
8
1
2
*
*
*
101
598
730
495
626
11
8
5
9
6
6
22
23
14
18
19
14
14
15
11
16
17
13
32
33
38
37
35
33
4
5
7
2
6
6
10
11
13
10
11
15
1
*
1
1
*
1
4
3
7
4
4
7
*
*
1
*
-1
1
*
2
1
*
4
*
--*
--1
*
*
1
*
*
*
*
*
*
*
1
100
98
99
99
98
101
Question Number: Dependents 36/Veterans 52
696
519
656
716
505
661
732
515
6
22
12
34
5
16
1
3
*
1
*
*
*
100
8
19
13
34
6
11
*
6
*
1
-1
*
99
6
18
9
36
6
13
1
8
1
2
*
*
*
100
14
22
15
32
4
7
1
5
1
*
*
*
*
101
10
25
14
33
6
11
*
2
-*
-*
8
109
5
16
12
35
7
12
1
8
*
1
*
1
*
98
12
26
11
25
5
11
1
5
*
2
-1
*
99
8
27
15
30
4
11
1
3
*
*
-*
*
99
-- None.
* Less than 0.5%.
Sum may not add to 100% due to rounding.
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-96
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-57
Did you find anything to be difficult about the benefit payment process?
Base: All beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,177
1,408
1,022
267
374
262
294
330
261
311
315
249
305
389
250
23
70
7
100
20
74
6
100
20
72
8
100
26
67
7
100
23
73
4
100
30
63
7
100
21
72
8
101
20
75
5
100
20
69
11
100
22
71
7
100
18
74
8
100
16
76
8
100
23
70
7
100
21
72
7
100
18
76
6
100
1,416
1,514
1,046
337
370
235
348
375
277
358
407
258
373
362
276
21
75
4
100
14
82
4
100
19
75
6
100
21
74
5
100
15
80
5
100
19
72
9
100
20
75
5
100
13
83
4
100
22
73
5
100
22
74
4
100
12
84
4
100
18
77
6
101
18
80
3
101
16
79
5
100
19
77
4
100
2,593
2,922
2,068
604
744
497
642
705
538
669
722
507
678
751
526
14
19
22
16
20
20
14
81
75
73
79
71
75
82
5
6
6
5
9
6
4
100
100
101
100
100
101
100
Question Number: Dependents 37/Veterans 53
21
72
6
99
22
74
4
100
13
82
4
99
18
77
6
101
18
78
3
99
16
78
6
100
19
77
4
100
Original Claims
Unweighted N
Yes
No
Don't know
TOTAL
Supplemental Claims
Unweighted N
Yes
No
Don't know
TOTAL
All Claims
Unweighted N
Yes
No
Don't know
TOTAL
21
74
5
100
Sum may not add to 100% due to rounding.
Wording changes in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-97
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-58
What specifically did you find to be difficult about the benefit payment process?
Base: Found something to be difficult.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
266
348
225
69
106
72
55
73
58
69
72
44
73
97
51
62
33
52
25
54
20
75
28
58
34
67
19
54
44
60
34
47
18
59
28
43
17
49
13
56
34
54
19
52
33
34
34
42
31
29
43
37
33
51
33
33
39
36
43
33
35
6
6
33
11
2
40
12
4
32
6
3
34
14
1
42
8
*
38
4
7
36
6
2
40
8
2
38
5
7
30
11
3
48
18
8
32
12
6
37
12
3
24
13
4
289
313
241
74
91
54
69
61
67
80
77
58
66
84
62
63
43
52
35
55
35
61
40
53
44
58
38
67
36
63
35
62
25
65
48
50
28
51
39
55
42
43
35
52
33
34
39
48
37
45
60
45
34
61
29
41
35
30
33
47
29
28
11
26
21
28
22
11
12
13
12
9
10
11
4
1
2
3
1
4
2
Question Number: Dependents 38/Veterans 54
35
8
4
35
6
1
35
11
5
24
9
5
43
6
2
44
11
7
33
11
4
Original Claims
Unweighted N
Payments didn't arrive when needed
Payments didn't arrive at the same time
each month
Have had to contact VA (in addition to
enrollment verification) to get payment
No explanation of the amount
No access to direct deposit
Problem with direct deposit
Supplemental Claims
Unweighted N
Payments didn't arrive when needed
Payments didn't arrive at the same time
each month
Have had to contact VA (in addition to
enrollment verification) to get payment
No explanation of the amount
No access to direct deposit
Problem with direct deposit
33
9
2
* Less than 0.5%.
Multiple mentions.
Wording changes in 2003
Schulman, Ronca, & Bucuvalas, Inc. - page A-98
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-58, continued
What specifically did you find to be difficult about the benefit payment process?
Base: Found something to be difficult.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
555
661
466
143
197
126
124
134
125
149
149
102
139
181
113
62
41
52
33
55
32
64
38
54
42
59
34
65
37
63
35
60
24
64
45
49
26
51
36
55
41
45
32
52
33
34
38
47
36
42
57
44
33
59
30
39
35
31
34
45
30
29
14
28
24
30
26
11
11
13
10
9
10
10
4
2
2
4
1
4
1
Question Number: Dependents 38/Veterans 54
36
8
4
35
6
2
34
11
5
27
10
5
41
7
2
43
11
6
32
11
4
All Claims
Unweighted N
Payments didn't arrive when needed
Payments didn't arrive at the same time
each month
Have had to contact VA (in addition to
enrollment verification) to get payment
No explanation of the amount
No access to direct deposit
Problem with direct deposit
33
8
2
Multiple mentions.
Wording changes in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-99
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-59
Have you received an inaccurate payment on your claim?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
1,163
1,394
1,014
263
369
254
295
327
260
302
313
251
303
385
249
Yes
No
TOTAL
12
88
100
11
89
100
12
88
100
14
86
100
12
88
100
21
79
100
9
91
100
9
91
100
12
88
100
12
88
100
10
90
100
7
93
100
11
89
100
11
89
100
13
87
100
Unweighted N
1,411
1,493
1,031
335
367
231
351
373
270
356
397
255
369
356
275
Yes
No
TOTAL
21
79
100
12
88
100
16
84
100
27
73
100
14
86
100
22
78
100
17
83
100
12
88
100
12
88
100
20
80
100
11
89
100
18
82
100
17
83
100
11
89
100
11
89
100
Unweighted N
2,574
2,887
2,045
598
736
485
646
700
530
658
710
506
672
741
524
Yes
No
TOTAL
19
81
100
12
16
25
14
22
16
12
88
84
75
86
78
84
88
100
100
100
100
100
100
100
Question Number: Dependents 39/Veterans 55
12
88
100
19
81
100
11
89
100
17
83
100
16
84
100
11
89
100
12
88
100
Original Claims
Supplemental Claims
All Claims
Sum does not add to 100% due to rounding.
Wording change in 2003
Schulman, Ronca, & Bucuvalas, Inc. - page A-100
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-60
Was the inaccuracy resolved in a timely manner?
Base: Received an inaccurate payment.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
122
175
101
32
57
34
24
36
23
34
38
16
32
44
28
Yes
No
TOTAL
43
57
100
58
42
100
51
49
100
54
46
100
39
61
100
46
54
100
34
66
100
59
41
100
73
27
100
37
63
100
71
29
100
34
66
100
44
56
100
54
46
100
53
47
100
Unweighted N
283
223
140
88
69
38
61
46
27
72
53
40
62
55
35
Yes
No
TOTAL
62
38
100
58
42
100
58
42
100
59
41
100
56
44
100
51
49
100
65
35
100
58
42
100
61
39
100
64
36
100
60
40
100
59
41
100
56
44
100
55
45
100
64
36
100
Unweighted N
405
398
241
120
126
72
85
82
50
106
91
56
94
99
63
Yes
No
TOTAL
60
40
100
63
37
100
62
38
100
61
39
100
57
43
100
55
45
100
55
45
100
63
37
100
Original Claims
Supplemental Claims
All Claims
58
57
59
54
50
62
58
42
43
41
46
50
38
42
100
100
100
100
100
100
100
Question Number: Dependents 40/Veterans 56
Schulman, Ronca, & Bucuvalas, Inc. - page A-101
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-61
For your recent claim, have you had to borrow or pay out-of-pocket
expenses in order to enroll or stay in school because VA
didn't complete your paperwork on time?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
1,172
1,394
1,015
266
369
258
296
326
256
308
311
253
302
388
248
Yes
No
TOTAL
43
57
100
37
63
100
37
63
100
43
57
100
42
58
100
43
57
100
41
59
100
33
67
100
33
67
100
45
55
100
40
60
100
41
59
100
44
56
100
32
68
100
31
69
100
Unweighted N
1,416
1,498
1,039
173
368
234
196
370
274
187
402
255
371
358
276
Yes
No
TOTAL
46
54
100
30
70
100
35
65
100
48
52
100
32
68
100
42
58
100
44
56
100
32
68
100
32
68
100
47
53
100
29
71
100
36
64
100
43
57
100
29
71
100
29
71
100
Unweighted N
2,588
2,892
2,054
604
737
492
647
696
530
664
713
508
673
746
524
Yes
No
TOTAL
46
54
100
31
35
47
33
42
43
32
69
65
53
67
58
57
68
100
100
100
100
100
100
100
Question Number: Dependents 41/Veterans 57
32
68
100
47
53
100
31
69
100
37
63
100
44
56
100
29
71
100
30
70
100
Original Claims
Supplemental Claims
All Claims
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-102
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-62
For your recent claim, have you had to delay enrollment because
VA didn't complete your paperwork on time?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
Unweighted N
1,173
1,393
1,009
266
368
256
298
325
256
307
313
250
302
387
247
Yes
No
TOTAL
8
92
100
6
94
100
8
92
100
8
92
100
7
93
100
7
93
100
8
92
100
5
95
100
5
95
100
10
90
100
7
93
100
11
89
100
7
93
100
5
95
100
4
96
100
Unweighted N
1,417
1,499
1,034
339
364
234
351
372
272
357
403
254
370
358
274
Yes
No
TOTAL
9
91
100
6
94
100
6
94
100
9
91
100
6
94
100
8
92
100
6
94
100
5
95
100
9
91
100
11
89
100
9
91
100
3
97
100
7
93
100
29
71
100
7
93
100
Unweighted N
2,590
2,892
2,043
605
732
490
649
697
528
664
716
504
672
747
521
Yes
No
TOTAL
9
91
100
6
6
9
6
8
7
5
94
94
91
94
92
93
95
100
100
100
100
100
100
100
Question Number: Dependents 42/Veterans 58
9
91
100
11
89
100
9
91
100
4
96
100
7
93
100
3
97
100
6
94
100
Original Claims
Supplemental Claims
All Claims
Wording change in 2003.
Schulman, Ronca, & Bucuvalas, Inc. - page A-103
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-63
All things considered, how satisfied are you with the way VA has
handled your education benefits claim?
Base: All education beneficiaries
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,182
1,417
1,025
268
375
261
297
333
261
311
318
252
306
391
251
43
39
10
6
2
100
50
35
8
5
2
100
45
37
9
5
4
100
42
39
11
6
2
100
43
39
9
6
4
101
44
32
8
12
4
100
44
38
9
7
2
100
47
39
5
6
3
100
46
36
7
5
5
99
43
39
11
4
2
99
53
32
9
4
1
99
44
41
10
2
3
100
41
43
7
7
2
100
53
31
9
5
2
100
47
35
10
5
3
100
1,425
1,512
1,045
338
368
233
355
377
277
359
407
257
373
360
278
49
38
6
5
1
99
58
31
6
4
1
100
56
31
7
5
3
102
49
38
5
6
1
99
51
36
6
4
2
99
47
34
8
7
4
100
46
40
8
4
2
100
57
34
5
3
1
100
59
28
5
6
2
100
52
37
6
5
1
101
62
28
6
4
1
101
56
31
8
3
2
100
48
40
7
3
2
100
58
31
6
5
*
100
60
29
5
4
2
100
2,607
2,929
2,070
606
743
494
652
710
538
670
725
509
679
751
529
57
54
48
50
46
46
55
32
31
39
37
34
39
34
6
7
6
7
8
8
5
4
5
6
4
8
5
4
1
3
1
2
4
2
1
100
100
100
100
100
100
99
Question Number: Dependents 43/Veterans 59
57
29
5
6
3
100
51
61
55
37
28
32
6
6
8
5
4
3
1
1
2
100
100
100
* Less than 0.5%.
47
40
7
4
2
100
57
31
7
5
*
100
58
30
6
4
2
100
Original Claims
Unweighted N
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
TOTAL
Supplemental Claims
Unweighted N
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
TOTAL
All Claims
Unweighted N
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
TOTAL
Sum may not add to 100% due to rounding.
48
39
7
5
1
100
Schulman, Ronca, & Bucuvalas, Inc. - page A-104
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-64
Do you plan to use all of your benefits for this education program?
Base: All education beneficiaries
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,183
1,413
1,022
267
375
259
298
332
261
313
317
251
305
389
251
68
7
24
99
73
7
20
100
70
7
23
100
65
10
25
100
73
6
21
100
69
10
22
101
68
7
25
100
75
5
20
100
70
7
23
100
68
6
26
100
72
8
20
100
69
5
26
100
73
7
20
100
74
9
17
100
74
5
21
100
1,424
1,513
1,040
340
369
234
353
377
274
358
407
256
373
360
276
78
5
17
100
77
8
15
100
76
7
16
99
79
5
17
101
78
7
15
100
77
6
18
101
73
10
17
100
74
8
18
100
79
5
16
100
81
3
16
100
78
9
13
100
75
8
17
100
74
7
19
100
79
6
15
100
77
9
15
101
2,607
2,926
2,062
607
744
493
651
709
535
671
724
507
678
749
527
74
8
18
100
77
6
17
100
80
4
17
101
77
9
14
100
74
8
18
100
74
7
19
100
79
6
15
100
76
8
15
99
Original Claims
Unweighted N
Yes
No
Not sure
TOTAL
Supplemental Claims
Unweighted N
Yes
No
Not sure
TOTAL
All Claims
Unweighted N
Yes
No
Not sure
TOTAL
76
6
18
100
77
75
77
77
76
72
8
7
5
7
6
9
15
17
18
16
18
19
100
99
100
100
100
100
Question Number: Dependents 44/Veterans 60
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-105
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-65
What is your gender?
Base: All education beneficiaries
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
1,190
1,418
1,025
270
376
260
300
334
262
313
318
252
307
390
251
Male
Female
TOTAL
70
30
100
68
32
100
69
31
100
61
39
100
63
36
99
67
33
100
75
25
100
67
32
99
76
24
100
71
29
100
72
28
100
66
34
100
74
26
100
66
34
100
69
31
100
Unweighted N
1,420
1,516
1,042
340
372
236
350
376
274
357
407
254
373
361
278
Male
Female
TOTAL
70
30
100
66
34
100
68
32
100
68
32
100
64
36
100
64
36
100
66
34
100
66
34
100
74
26
100
71
29
100
67
33
100
66
34
100
74
26
100
64
36
100
70
30
100
Unweighted N
2,610
2,934
2,067
610
748
496
650
710
536
670
725
506
680
751
529
Male
Female
TOTAL
70
30
100
66
68
67
61
64
68
67
34
32
33
36
36
32
33
100
100
100
97
100
100
100
Question Number: Dependents 45/Veterans 61
74
26
100
71
29
100
67
33
100
66
34
100
74
26
100
64
36
100
70
30
100
Original Claims
Supplemental Claims
All Claims
Sum does not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-106
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-66
What is your current age?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,187
1,418
1,024
270
376
261
300
334
262
312
318
250
305
390
251
12
34
25
15
5
7
2
100
13
31
24
16
7
7
3
101
9
27
27
13
7
12
5
100
14
22
24
19
6
11
3
99
16
26
21
16
6
10
5
100
13
20
15
13
12
15
10
98
12
33
27
14
6
6
2
100
12
30
24
17
10
5
2
100
7
25
32
16
6
9
5
100
10
35
26
14
6
6
3
100
11
30
27
16
7
5
3
99
9
26
31
10
7
14
3
100
11
47
21
13
4
4
1
101
15
39
17
14
5
9
1
100
9
37
25
14
5
7
3
100
1,426
1,516
1,039
340
372
235
354
376
273
358
407
253
374
361
278
2
26
33
22
8
6
3
100
1
24
26
22
12
11
4
100
2
23
36
21
6
8
5
101
2
22
30
21
8
12
5
100
1
16
35
23
9
9
7
100
2
32
28
22
5
9
3
101
2
35
33
17
6
5
2
100
1
24
29
22
11
7
5
99
Original Claims
Unweighted N
19 years old or younger
20 to 24 years old
25 to 29 years old
30 to 34 years old
35 to 39 years old
40 to 49 years old
50 or older
TOTAL
Supplemental Claims
Unweighted N
19 years old or younger
20 to 24 years old
25 to 29 years old
30 to 34 years old
35 to 39 years old
40 to 49 years old
50 or older
TOTAL
2
25
33
20
6
10
4
100
2
1
4
2
1
1
26
25
23
25
19
18
32
32
34
34
29
18
20
17
21
18
22
22
7
5
5
8
11
16
9
5
11
10
10
15
4
13
4
3
7
10
100
99
101
100
100
99
Question Number: Dependents 46/Veterans 62
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-107
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-66, continued
What is your current age?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
2,613
2,934
2,063
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
All Claims
Unweighted N
19 years old or younger
20 to 24 years old
25 to 29 years old
30 to 34 years old
35 to 39 years old
40 to 49 years old
50 or older
TOTAL
4
27
32
19
6
9
4
101
610
748
496
654
3
2
5
4
3
3
26
24
24
27
20
19
31
31
33
33
28
17
20
17
20
17
21
20
7
5
5
7
11
15
9
13
11
9
11
15
4
4
4
3
6
10
100
99
99
101
99
99
Question Number: Dependents 46/Veterans 62
710
535
670
725
503
679
751
529
4
26
32
21
8
6
3
100
2
24
27
21
11
10
4
99
3
24
34
20
6
8
5
100
3
23
29
20
8
11
5
99
2
17
35
22
9
10
6
101
3
34
27
21
5
9
2
101
4
35
31
17
6
6
2
101
2
26
29
21
10
7
5
100
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-108
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-67
What is your current marital status?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,186
1,415
1,024
269
376
261
299
333
262
313
318
250
305
388
251
52
35
2
10
1
100
54
35
2
9
1
101
48
40
1
10
1
100
45
40
2
12
2
101
50
36
-13
1
100
47
42
*
8
3
100
60
29
3
8
*
100
54
33
4
8
1
100
53
33
*
13
*
99
49
36
3
11
1
100
55
35
1
8
*
99
40
47
1
10
1
99
57
34
2
7
*
100
53
34
4
8
*
99
56
36
*
8
*
100
1,420
1,509
1,037
338
371
235
352
376
274
357
405
252
373
357
276
42
45
2
10
1
100
44
43
2
10
1
100
39
49
1
10
1
100
40
46
2
12
*
100
39
51
2
6
1
99
30
55
1
12
2
100
49
38
1
10
2
100
48
40
1
11
*
100
45
45
2
8
1
101
40
48
2
10
*
100
43
43
2
12
1
101
38
49
2
11
1
101
45
44
*
10
*
99
48
40
2
10
*
100
43
48
2
7
1
101
2,606
2,924
2,061
607
747
496
651
709
536
670
723
502
678
745
527
49
39
2
11
*
101
46
43
1
9
1
100
41
47
2
10
1
101
45
42
2
11
1
101
38
49
1
11
1
100
47
42
1
10
*
100
48
40
2
10
*
100
44
46
1
7
1
99
Original Claims
Unweighted N
Never been married
Married
Separated
Divorced
Widowed
TOTAL
Supplemental Claims
Unweighted N
Never been married
Married
Separated
Divorced
Widowed
TOTAL
All Claims
Unweighted N
Never been married
Married
Separated
Divorced
Widowed
TOTAL
* Less than 0.5%
-- None.
44
43
2
10
1
100
45
40
40
40
33
51
42
48
45
49
53
37
2
1
2
2
1
1
10
10
12
7
12
10
1
1
1
1
2
2
100
100
100
99
101
101
Question Number: Dependents 47/Veterans 63
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-109
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-68
Aside from the classes you are currently taking, what is the highest level of
education you have completed?
Base: All education beneficiaries
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
1,181
1,400
1,013
269
373
257
299
331
259
310
313
249
303
383
248
NA
39
51
7
1
2
100
NA
31
58
7
2
2
100
NA
24
57
11
3
5
100
NA
35
52
9
2
2
100
NA
35
54
7
2
2
100
NA
22
55
11
5
7
100
NA
39
50
6
2
2
99
NA
36
53
6
2
2
99
NA
31
52
12
2
5
102
NA
40
49
7
1
3
100
NA
25
67
6
1
*
99
NA
20
60
12
2
6
100
NA
39
52
6
1
1
99
NA
35
49
9
3
4
100
NA
25
60
6
5
4
100
1,413
1,505
1,029
335
366
231
354
376
273
353
405
250
371
358
275
NA
14
61
15
5
5
100
NA
14
53
25
4
4
100
NA
17
64
11
5
2
99
NA
17
65
12
4
2
100
NA
11
54
20
5
9
99
NA
15
68
12
3
2
100
NA
15
67
11
5
2
100
NA
8
60
21
3
7
99
Original Claims
Unweighted N
Less than high school graduate
High school graduate or GED
Some college
College graduate
Some graduate work
Graduate or professional degree
TOTAL
Supplemental Claims
Unweighted N
Less than high school graduate
High school graduate or GED
Some college
College graduate
Some graduate work
Graduate or professional degree
TOTAL
NA
17
64
12
3
4
100
NA
NA
NA
NA
NA
NA
16
12
19
15
14
17
64
54
63
61
50
61
14
23
13
18
27
13
4
4
1
2
5
3
3
6
5
4
4
5
101
99
101
100
100
99
Question Number: Dependents 48/Veterans 64
NA Not Asked
* Less than 0.5%.
Sum does not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-110
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-68, continued
Aside from the classes you are currently taking, what is the highest level of
education you have completed?
Base: All education beneficiaries
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2,594
2,905
2,042
All Claims
Unweighted N
Less than high school graduate
High school graduate or GED
Some college
College graduate
Some graduate work
Graduate or professional degree
TOTAL
NA
20
62
11
3
3
99
604
739
488
653
NA
NA
NA
NA
NA
NA
18
14
21
18
15
21
63
55
61
60
50
59
13
21
12
17
25
12
4
4
1
2
5
3
3
6
4
3
4
5
101
100
99
100
99
100
Question Number: Dependents 48/Veterans 64
707
532
663
718
499
674
741
523
NA
17
60
14
4
5
100
NA
17
53
23
4
4
101
NA
20
62
11
4
2
99
NA
18
65
11
4
2
100
NA
13
55
19
5
8
100
NA
18
66
11
3
2
100
NA
18
65
11
5
2
101
NA
11
60
19
4
6
100
NA Not Asked
Sum does not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-111
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-69
In what type of education program are you currently enrolled?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,145
1,359
964
261
361
249
286
313
240
301
307
242
297
378
233
3
2
3
4
2
1
4
3
7
4
2
2
2
2
3
10
38
43
5
99
8
36
48
5
99
10
35
45
8
101
8
39
43
6
100
10
37
47
4
100
15
32
41
12
101
11
37
43
4
99
8
40
44
4
99
10
36
44
3
100
12
38
42
5
101
7
35
52
4
100
10
37
44
7
100
10
39
45
4
100
9
34
47
9
101
4
33
50
10
100
1,387
1,467
962
328
361
218
340
366
255
350
392
232
369
348
257
1
1
3
1
1
2
1
1
4
1
1
3
*
*
3
6
27
54
13
101
4
24
55
14
101
8
28
54
9
100
9
27
56
7
100
5
27
50
15
100
6
33
53
8
100
5
32
55
8
100
3
28
55
11
100
Original Claims
Unweighted N
On-the-job training or apprenticeship
program
Certificate/license program
Two-year academic college program
Four-year academic college program
Post-graduate degree program
TOTAL
Supplemental Claims
Unweighted N
On-the-job training or apprenticeship
program
Certificate/license program
Two-year academic college program
Four-year academic college program
Post-graduate degree program
TOTAL
8
30
53
8
100
7
9
8
7
5
8
29
33
34
29
28
35
54
51
48
53
51
46
9
6
8
10
13
10
100
100
100
99
101
100
Question Number: Dependents 49/Veterans 65
* Less than 0.5%.
Sum may not add to 100% due to rounding.
Schulman, Ronca, & Bucuvalas, Inc. - page A-112
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-69, continued
In what type of education program are you currently enrolled?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
2,532
2,826
1,926
589
722
467
626
679
495
651
699
474
666
726
490
1
1
3
1
1
2
1
1
4
2
1
2
*
1
3
6
29
53
12
101
5
26
53
12
100
8
29
52
8
99
9
28
55
7
100
6
29
49
14
100
7
34
52
7
100
6
32
54
8
101
3
29
54
11
100
All Claims
Unweighted N
On-the-job training or apprenticeship
program
Certificate/license program
Two-year academic college program
Four-year academic college program
Post-graduate degree program
TOTAL
8
32
51
8
100
8
9
8
8
6
9
30
34
35
31
29
34
53
49
48
51
50
45
8
6
8
9
12
10
100
100
99
100
100
100
Question Number: Dependents 49/Veterans 65
* Less than 0.5%.
Sum may not add to 100% due to rounding,
Schulman, Ronca, & Bucuvalas, Inc. - page A-113
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-70
Do you have access to the Internet?
Base: All education beneficiaries.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
Unweighted N
1,188
1,408
1,019
269
370
258
299
333
262
314
318
248
306
387
251
Yes
No
TOTAL
93
7
100
95
5
100
95
5
100
93
7
100
97
3
100
96
4
100
95
5
100
92
8
100
95
5
100
90
10
100
95
5
100
93
7
100
96
4
100
95
5
100
99
1
100
Unweighted N
1,425
1,508
1,034
339
370
234
355
372
273
358
406
253
373
360
274
Yes
No
TOTAL
97
3
100
97
3
100
97
3
100
97
3
100
96
4
100
95
5
100
98
2
100
98
2
100
98
2
100
96
4
100
97
3
100
98
2
100
96
4
100
98
2
100
97
3
100
Unweighted N
2,613
2,916
2,053
608
740
492
654
705
535
672
724
501
679
747
525
Yes
No
TOTAL
96
4
100
97
97
96
96
95
97
97
3
3
4
4
5
3
3
100
100
100
100
100
100
100
Question Number: Dependents 50/Veterans 66
97
3
100
95
5
100
97
3
100
98
2
100
96
4
100
98
2
100
97
3
100
Original Claims
Supplemental Claims
All Claims
Schulman, Ronca, & Bucuvalas, Inc. - page A-114
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-71
Where do you have access to the Internet?
Base: Have access to the Internet.
All RPOs
REGIONAL PROCESSING OFFICE
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
2002
%
2003
%
2004
%
1,110
1,356
969
247
367
245
285
316
251
284
299
231
294
374
242
86
28
64
39
4
44
NA
1
87
30
66
37
7
45
17
1
90
38
63
38
5
39
19
*
84
33
64
38
3
41
NA
1
88
34
55
27
3
36
15
1
87
41
62
35
5
42
17
*
85
28
66
43
5
46
NA
1
86
32
63
37
8
43
19
1
93
35
58
35
3
32
17
--
86
29
58
33
4
43
NA
1
86
28
70
41
8
50
16
*
89
39
61
39
5
39
20
*
88
21
71
44
4
45
NA
1
89
27
70
39
7
45
21
1
91
38
70
42
5
47
19
*
1,379
1,465
993
328
351
221
345
367
264
346
394
245
360
353
263
88
39
74
41
3
44
15
1
92
52
64
38
8
47
15
3
88
39
68
34
5
36
NA
*
87
42
70
34
5
43
14
2
86
47
67
41
10
49
16
1
87
41
76
40
6
45
NA
3
81
32
79
38
5
49
14
*
90
38
73
43
7
51
13
1
Original Claims
Unweighted N
At home
At my place of work
At school
At a friend's or relative's home
At a commercial establishment
At a public library
At a military base or reserve unit
Other
Supplemental Claims
Unweighted N
At home
At my place of work
At school
At a friend's or relative's home
At a commercial establishment
At a public library
At a military base or reserve unit
Other
87
38
71
35
5
40
NA
2
86
89
89
86
88
86
39
46
35
38
48
37
74
71
79
72
67
65
37
32
37
38
39
32
5
4
5
3
8
3
45
41
45
42
48
44
14
NA
13
NA
15
18
2
1
2
3
1
1
Question Number: Dependents 51/Veterans 67
-- None.
* Less than 0.5%.
Multiple mention.
Schulman, Ronca, & Bucuvalas, Inc. - page A-115
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE A-71, continued
Where do you have access to the Internet?
Base: Have access to the Internet.
All RPOs
REGIONAL PROCESSING OFFICE
2002
%
2003
%
2004
%
2,489
2,821
1,962
Atlanta
Buffalo
Muskogee
St. Louis
2002 2003 2004 2002 2003 2004 2002 2003 2004 2002 2003 2004
%
%
%
%
%
%
%
%
%
%
%
%
All Claims
Unweighted N
At home
At my place of work
At school
At a friend's or relative's home
At a commercial establishment
At a public library
At a military base or reserve unit
Other
87
37
70
36
5
41
NA
2
575
718
466
630
86
89
88
87
88
86
38
45
34
37
47
35
73
70
76
71
67
64
37
33
36
39
39
32
5
4
4
4
7
4
45
41
44
43
47
43
14
NA
13
NA
16
18
1
1
2
3
1
1
Question Number: Dependents 51/Veterans 67
683
515
630
693
476
654
727
505
88
38
73
41
4
44
15
1
93
49
63
38
7
44
16
2
87
38
66
34
5
37
NA
*
87
41
70
35
5
44
14
2
87
46
66
41
10
48
16
1
87
38
75
41
5
45
NA
3
82
31
78
38
5
48
15
*
91
38
72
43
7
50
14
1
* Less than 0.5%.
Multiple mention.
NA Not Asked
Schulman, Ronca, & Bucuvalas, Inc. - page A-116
VA Education Beneficiaries 2004 Customer Satisfaction Study
Appendix B
Methodology
VA Education Beneficiaries 2004 Customer Satisfaction Study
Table of Contents
Background ....................................................................................................................................................................... B-4
Questionnaire Content and Structure. ............................................................................................................................... B-5
Sampling ........................................................................................................................................................................... B-6
Questionnaire Mailing Protocol ......................................................................................................................................... B-9
Response Rates.............................................................................................................................................................. B-16
Weighting Procedures ..................................................................................................................................................... B-18
Spanish Language Questionnaires ................................................................................................................................. B-19
Schulman, Ronca & Bucuvalas, Inc. – page B-2
VA Education Beneficiaries 2004 Customer Satisfaction Study
Tables and Figures
Tables
Table B-1. Six-Month Cumulative Completed Workload by Education Benefit Chapter and RPO:
April to September 2004......................................................................................................................... B-7
Table B-2. Drawn Sample by RPO and Education Benefit Chapter ................................................................................. B-8
Table B-3. Survey Mailing Schedule .............................................................................................................................. B-10
Table B-4. Final Sample Disposition by RPO................................................................................................................. B-17
Table B-5. Disposition of Spanish Language Questionnaires Sent to Beneficiaries in Puerto Rico ............................... B-19
Figures
Figure B-1.
Figure B-2.
Figure B-3.
Figure B-4.
Figure B-5.
Figure B-6.
Advance Letter ............................................................................................................................................ B-11
First Mailing Cover Letter............................................................................................................................. B-12
First Reminder Card .................................................................................................................................... B-13
Second Mailing Cover Letter ....................................................................................................................... B-14
Special Envelope Label ............................................................................................................................... B-15
Final Reminder Card ................................................................................................................................... B-16
Schulman, Ronca & Bucuvalas, Inc. – page B-3
VA Education Beneficiaries 2004 Customer Satisfaction Study
METHODOLOGY
Background
For several years, the Surveys and Research Staff, Veterans Benefits Administration (VBA), U.S. Department of Veterans
Affairs (VA) has undertaken a long-range project to develop customer satisfaction survey instruments and methodologies
to provide customer feedback on the processes associated with the various benefit programs VBA administers. This
study focuses on the three primary education benefit programs available to veterans and certain dependents that are
administered by VBA. They are:
x
Chapter 30, Montgomery GI Bill — Active Duty Educational Assistance Program, available to veterans
and individuals currently on active duty;
x
Chapter 1606, Montgomery GI Bill — Selected Reserves Educational Assistance Program, available to
members of the selected reserve and National Guard; and
x
Chapter 35, Survivors' and Dependents' Educational Assistance Program, available to dependents and
certain veterans.
While applications for education benefits may be submitted to any of the 58 VA Regional Offices (RO), they are processed
at four of these offices: Atlanta, Georgia; Buffalo, New York; Muskogee, Oklahoma; and St. Louis, Missouri – the Regional
Processing Offices (RPO).
In 1997, Surveys and Research Staff undertook a pilot test of 1,375 education claimants from the Muskogee, OK Regional
Processing Office. In the Spring of 1998, the staff undertook a survey of education beneficiaries in the remaining three
RPO's in Atlanta, GA; Buffalo, NY; and St. Louis, MO. In this survey, referred to as the Rollout Study, questionnaires
were sent to 4,177 education beneficiaries. Beginning in 1998, education beneficiaries from all four RPO’s were surveyed
annually. From 1998 until 2002, questionnaires were sent to 5,600 beneficiaries. Beginning with the 2003 Administration
the sample size was increased to 6,400 beneficiaries.
This current study is the seventh education beneficiaries’ customer satisfaction survey for claimants from all four RPO's.
The questionnaires used for the current study were changed slightly from the previous administration. Specifically, the
Schulman, Ronca & Bucuvalas, Inc. – page B-4
VA Education Beneficiaries 2004 Customer Satisfaction Study
section on contacting VA by mail was deleted. In addition, questions concerning briefings on education benefits while on
active-duty (“Preparing for Your Education Benefits”) were revised, the question asking which method for verification of
enrollment was preferred (“Verifying Enrollment to VA”) was deleted, and other minor wording changes were made to the
previous questionnaire. A table comparing the questionnaires used in the 2003 and 2004 Administrations appears in
Appendix C.
Questionnaire Content and Structure
The initial questionnaire content and structure were based on the results of focus groups with veterans conducted prior to
the pilot test by VBA's Surveys and Research Staff. It was also based on information learned from earlier customer
satisfaction projects. Cognitive interviews were conducted with approximately 15 veterans who were receiving education
benefits to obtain their comments on the draft questionnaire and cover letters. The questionnaire and cover letters were
revised as a result of these interviews. The questionnaire used in each subsequent study was an outgrowth of this initial
work.
The current questionnaires were divided into nine sections tracing the claimants’ experience with the claims process.
These sections are:
x
x
x
x
x
x
x
x
x
Preparing for Your Education Benefits;
Applying for Benefits;
Contacting VA by Telephone;
Visiting VA’s Website and Contacting VA by Internet or E-mail;
Other Sources of Information;
Verifying Enrollment to VA [asked on Form V only];
Receiving Your Benefit Payments;
Overall Impressions; and
General Information.
Initially, in an effort to minimize respondent confusion, three separate questionnaires were developed to cover what was
felt to be distinct experiences in learning about benefits. Similar differences did not exist between those beneficiaries
filing original and supplemental claims. The three questionnaires covered the following situations:
Schulman, Ronca & Bucuvalas, Inc. – page B-5
VA Education Beneficiaries 2004 Customer Satisfaction Study
x
A claim filed by veterans receiving benefits under Chapter 30 and members of the active reserves
receiving benefits under Chapter 1606 – these claimants had the opportunity to attend the briefings that
take place prior to the separation from service;
x
A claim filed by current members of the armed forces receiving benefits under Chapter 30 – these
claimants had the same potential to learn about education benefits as those in the previous group with
the exception of the opportunity to attend the briefings prior to the separation from service; and
x
A claim filed by eligible dependents receiving benefits under Chapter 35 – these claimants had a very
different experience learning about education benefits.
However, beginning with the 2001 administration, the active duty questionnaire was folded into the veterans and reservist
questionnaire leading to the modification or addition of only a few questions.
The major differences between the two versions of the questionnaire were in the first section covering the preparation for
using education benefits – "How did you find out about the benefits?", "When did you first decide to apply for benefits?”
etc. In addition, the dependents questionnaire did not include a section on verification of enrollment since Chapter 35
benefits do not require verification. Copies of the questionnaires used in the 2004 survey appear in Appendices D and E.
Sampling
The study population was developed by cumulating the completed workload by RPO, education benefits chapter, and
claimant status (original versus supplemental) for the six-month period from April to September 2004. This provided a
sufficient number of cases from which a sample could be drawn, and provided a broad cross-section of beneficiaries who
had recently interacted with VA about their education benefits. The sample was evenly divided between original and
supplemental claims since the supplemental claims outnumber original claims by 6.2 to 1. Further, this varies
considerably for the six-month reference period among the four RPO's (from a low of 4.9 to 1 to a high of 6.7 to 1), and
also among benefit programs (from a low of 4.1 to 1 to a high of 7.1 to 1). Without independently sampling by claim
status, the results would be most representative of supplemental claimants.
Schulman, Ronca & Bucuvalas, Inc. – page B-6
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE B-1
Six-Month Cumulative Completed Workload by Education Benefit Chapter
and RPO: April to September 2004
Original Claims
Supplemental Claims
RPO and Chapter
Number
Percent
Number
Percent
Atlanta, GA
Chapter 30 - Veterans and Armed Forces
Chapter 35 - Dependents
Chapter 1606 - Active Reserve
17,637
10,535
3,311
3,791
100.0%
59.7%
18.8%
21.5%
113,018
77,803
19,982
15,233
100.0%
68.8%
17.7%
13.5%
Buffalo, NY
Chapter 30 - Veterans and Armed Forces
Chapter 35 - Dependents
Chapter 1606 - Active Reserve
20,837
13,199
2,405
5,233
100.0%
63.3%
11.5%
25.1%
102,335
71,133
12,854
18,348
100.0%
69.5%
12.6%
17.9%
Muskogee, OK
Chapter 30 - Veterans and Armed Forces
Chapter 35 - Dependents
Chapter 1606 - Active Reserve
32,551
21,254
5,357
5,940
100.0%
65.3%
16.5%
18.2%
219,076
163,473
30,884
24,719
100.0%
74.6%
14.1%
11.3%
St. Louis, MO
Chapter 30 - Veterans and Armed Forces
Chapter 35 - Dependents
Chapter 1606 - Active Reserve
16,991
9,918
2,520
4,553
100.0%
58.4%
14.8%
26.8%
111,220
74,944
14,346
21,930
100.0%
67.4%
12.9%
19.7%
Total
Chapter 30 - Veterans and Armed Forces
Chapter 35 - Dependents
Chapter 1606 - Active Reserve
88,016
54,906
13,593
19,517
100.0%
62.4%
15.4%
22.2%
545,649
387,353
78,066
80,230
100.0%
71.0%
14.3%
14.7%
Schulman, Ronca & Bucuvalas, Inc. – page B-7
VA Education Beneficiaries 2004 Customer Satisfaction Study
The distribution of the components making up the population for this study is shown in Table B-1 (previous page). It is
interesting to note, that compared to last year, original claims have decreased by 18.7 percent while supplemental claims
have increased by only 5.9 percent.
TABLE B-2
Drawn Sample by RPO and Education Benefit Chapter
Chapter
Original
Claims
Supplemental
Claims
Total
Sample
Atlanta, GA
Chapter 30 - Veterans and Armed Forces
Chapter 35 - Dependents
Chapter 1606 - Active Reserve
801
267
267
267
801
267
267
267
1,602
534
534
534
Buffalo, NY
Chapter 30 - Veterans and Armed Forces
Chapter 35 - Dependents
Chapter 1606 - Active Reserve
801
267
267
267
801
267
267
267
1,602
534
534
534
Muskogee, OK
Chapter 30 - Veterans and Armed Forces
Chapter 35 - Dependents
Chapter 1606 - Active Reserve
801
267
267
267
801
267
267
267
1,602
534
534
534
St. Louis, MO
Chapter 30 - Veterans and Armed Forces
Chapter 35 - Dependents
Chapter 1606 - Active Reserve
801
267
267
267
801
267
267
267
1,602
534
534
534
Total
Chapter 30 - Veterans and Armed Forces
Chapter 35 - Dependents
Chapter 1606 - Active Reserve
3,204
1,068
1,068
1,068
3,204
1,068
1,068
1,068
6408
2,136
2,136
2,136
Schulman, Ronca & Bucuvalas, Inc. – page B-8
VA Education Beneficiaries 2004 Customer Satisfaction Study
The study design called for 400 completed questionnaires for the original strata and another 400 for the supplemental
strata for each RPO. If the response rate is estimated to be 50 percent, a minimum of 800 beneficiaries should be drawn.
Prior to the 2003 Administration, the sample was allocated proportionally among benefit programs within each RPO and
type of claim. Beginning in 2003, the sample within each cell was evenly divided among the three benefit programs. This
change increased the robustness of the data for Chapters 35 and 1606 without overly affecting the robustness of the
results for Chapter 30. As a result, 267 beneficiaries were randomly selected for each benefit program, RPO and type of
claim. The distribution of the actual sample drawn from each RPO and program is shown in Table B-2 (previous page).
Earlier studies separated out those Chapter 30 beneficiaries currently on active duty from the sample after it was drawn.
This was done to facilitate the mailing of the active duty-specific questionnaire that was sent to these individuals.
Beginning with the 2001 Administration, the separate active duty questionnaire was folded into the questionnaire used for
veterans and reservists. As a result, no separate tabulation was done of active duty personnel in the sample.
Questionnaire Mailing Protocol
The mailing protocol, in accordance with the Dillman methodology, required up to five mailings be made to every person
in the sample. The entire sample was sent an advance, or pre-notification, letter informing the recipient that they had
been selected for this study and would shortly be receiving the questionnaire. As shown in Table B-3 (next page), this
letter was sent out in mid-February 2005.
Additionally, the purpose of the first letter was also to assure them this was a bona fide study sponsored by the
Department of Veterans Affairs, to convey to them the importance VA placed on the study (it was hoped this would
increase participation) to give them a toll-free number where they could get more information about the study if they had
any questions, and a postscript inviting the recipient to visit the VA "home page" dealing with education programs and
benefits as well as an invitation to visit another website to learn about customer satisfaction surveys (see Figure B-1, page
B-11).
Schulman, Ronca & Bucuvalas, Inc. – page B-9
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE B-3
Survey Mailing Schedule
Item Mailed
Audience
Date of Mailing
Advance Letter
Total Sample
February 15, 2005
First Mailing of the Questionnaire
Total Sample
February 25, 2005
Reminder Post Card
Total Sample
March 8, 2005
Second Mailing of the Questionnaire
Remaining Sample
April 11, 2005
Final Reminder Card
Remaining Sample
May 13, 2005
End of Field Period
June 9, 2005
Letters addressed to individuals no longer living at the address on the sampling file were handled differently, depending
on the situation.
x
Valid forwarding address on file with the post office: letter forwarded by post office, SRBI informed of
new address, and address file updated;
x
Forwarding order expired, new address known by post office: letter returned as undeliverable, letter
re-mailed to the corrected address, and address file updated; and
x
Forwarding order expired, new address not known by post office: letter returned as undeliverable
and name removed from the active sample file.
The advance letter was followed 10 days later with an envelope containing a cover letter; the appropriate questionnaire for
that segment of the sample, a pre-addressed and postage-paid return envelope. This package went to the entire sample.
Returned mail was handled with the same procedure as described above. The names of respondents were removed from
the active sample as questionnaires were returned. The cover letter, also signed by the Under Secretary for Benefits,
included with the questionnaire reiterated the same points as the advance letter (see Figure B-2, page B-12).
Schulman, Ronca & Bucuvalas, Inc. – page B-10
VA Education Beneficiaries 2004 Customer Satisfaction Study
FIGURE B-1
Advance Letter
Schulman, Ronca & Bucuvalas, Inc. – page B-11
VA Education Beneficiaries 2004 Customer Satisfaction Study
FIGURE B-2
First Mailing Cover Letter
Schulman, Ronca & Bucuvalas, Inc. – page B-12
VA Education Beneficiaries 2004 Customer Satisfaction Study
A reminder card was sent to the entire sample 9 days after the questionnaire mailing which asked them to complete and
return the questionnaire as soon as possible. At this point there was not a large enough return to eliminate those that had
returned their questionnaires.
FIGURE B-3
First Reminder Card
U.S. DEPARTMENT OF VETERANS AFFAIRS
VETERANS BENEFITS ADMINISTRATION
Recently, we mailed a survey to you as part of a study of
customer satisfaction with the education benefits claims
process.
If you have returned the survey, thank you.
If not, please take a few minutes now to complete
and return the survey.
If you have lost or misplaced the survey or if you
have questions, please call the VA Project
Coordinator at 1-800-659-5432.
Thank you.
In turn, this was followed by a second mailing of the questionnaire about five weeks after the follow-up card. (The
extended period between the mailing of the first reminder card and the second questionnaire was a result of the reduced
response rate which will be discussed later in this report.) The cover letter again stressed that completing and returning
the questionnaire would not affect the respondent’s current or future benefits (see Figure B-4, page B-14).
Schulman, Ronca & Bucuvalas, Inc. – page B-13
VA Education Beneficiaries 2004 Customer Satisfaction Study
FIGURE B-4
Second Mailing Cover Letter
Schulman, Ronca & Bucuvalas, Inc. – page B-14
VA Education Beneficiaries 2004 Customer Satisfaction Study
Prior to sending out the second letter it was apparent that the response rate was lower than had been our experience in
previous Administrations for beneficiaries receiving benefits under Chapter 30 and Chapter 1606. As will be discussed in
the next section, the number of post office returns and deployed had increased substantially. As a result, the following
label was placed on the envelope for the second mailing of the questionnaire:
FIGURE B-5
Special Envelope Label
If addressee is deployed overseas
Please write DEPLOYED on
Envelope and return to sender
Lastly, about five weeks after the second copy of the questionnaire was mailed, a final reminder card was sent to those
who had not yet responded (see Figure B-6, page B-16). The wording for the second reminder card was changed from
last year. The new wording asked that someone at the address where the beneficiary lived would call the toll-free number
if the beneficiary was deployed.
Schulman, Ronca & Bucuvalas, Inc. – page B-15
VA Education Beneficiaries 2004 Customer Satisfaction Study
FIGURE B-6
Final Reminder Card
The Department of Veterans Affairs
is waiting to hear from you!
Your opinion will help improve the benefit services for
veterans and other beneficiaries.
If you have already completed and mailed your survey,
thanks. If not, please do it TODAY!
If you have any questions about this survey
OR IF THE ADDRESSEE IS DEPLOYED,
please call the VA Project Coordinator at 1-800-659-5432.
Response Rates
The final disposition of the sample is shown in Table B-4 (page B-17). The final response rate for this study was 39.4
percent compared to the final response rate of 50.7 for the administration in 2003. The response rate for each benefit
type decreased from the 2003 Administration: Chapter 30 (veterans and active duty) went from 44.8 percent to 32.8
percent; Chapter 35 (dependents) went from 64.3 percent to 55.6 percent; while the response rate for Chapter 1606
(reservists) went from 42.1 percent to 25.6 percent. While it is impossible to know for certain, it can be hypothesized that
the decline in the response rate is a function of the large number of reservists who have been activated for service in
Operation Enduring Freedom and Operation Iraqi Freedom. These beneficiaries are primarily receiving Chapter 1606
benefits with a smaller proportion receiving Chapter 30 benefits.
Schulman, Ronca & Bucuvalas, Inc. – page B-16
VA Education Beneficiaries 2004 Customer Satisfaction Study
TABLE B-4
Final Sample Disposition by RPO
Drawn
Sample
Mail
Returns
Deployed
Screen
Outs
Deceased
Effective
Forms
Response
Refused
Sample
Returned
Rate
Atlanta, GA
Chapter 30
Chapter 35
Chapter 1606
1,602
534
534
534
184
91
17
76
40
5
0
35
10
4
2
4
3
2
1
0
1,365
432
514
419
1
0
1
0
526
138
285
103
38.5
31.9
55.4
24.6
Buffalo, NY
Chapter 30
Chapter 35
Chapter 1606
1,602
534
534
534
192
116
8
68
34
4
0
30
6
0
2
4
1
1
0
0
1,369
413
524
432
0
0
0
0
565
140
303
122
41.3
33.9
57.8
28.2
Muskogee, OK
Chapter 30
Chapter 35
Chapter 1606
1,602
534
534
534
192
99
16
77
35
3
0
32
8
0
0
8
0
0
0
0
1,367
432
518
417
2
0
0
2
525
151
281
93
38.4
35.0
54.2
22.3
St. Louis, MO
Chapter 30
Chapter 35
Chapter 1606
1,602
534
534
534
149
55
10
84
40
2
1
37
8
4
1
3
3
1
1
1
1,402
472
521
409
1
0
0
1
554
160
292
102
39.5
33.9
56.0
24.9
Total
Chapter 30
Chapter 35
Chapter 1606
6,408
2,136
2,136
2,136
717
361
51
305
149
14
1
134
32
8
5
19
7
4
2
1
5,503
1,749
2,077
1,677
4
0
1
3
2,170
589
1,161
420
39.4
33.7
55.9
25.0
Schulman, Ronca & Bucuvalas, Inc. – page B-17
VA Education Beneficiaries 2004 Customer Satisfaction Study
Overall, the number of mail returns increased by 90.7 percent (376 vs. 717) from the 2003 Administration – the increase
among Chapter 30 beneficiaries was 148.0 percent (123 vs. 305). The number of deployed increased from 46 in 2003 to
149 in 2004. In addition, the number of screen outs remained the same while the number of deceased beneficiaries went
from 1 to 7.
Weighting Procedures
As discussed earlier in this appendix, the sample was drawn to have the same number of cases for each of the education
benefit programs – Chapter 30, Chapter 35, and Chapter 1606 – by claim status – original and supplemental – within each
of the RPO's. While this makes sense from an analytical point of view since the number of cases in all sub-groups will be
large enough to have confidence in their results. However, in order to obtain an accurate measure of the responses of
claimants at each RPO, the responses of the original and supplemental claimants must be combined in the proportion
they exist in the population. Not to do so would over represent the smaller proportion of original claimants (13.9 percent
of all claims processed during the sampling period) compared to the larger proportion of supplemental claimants (86.1
percent of processed claims).
Similar logic holds when combining the results from all RPO's to develop national results. While the range is less
dramatic than between claim status (original vs. supplemental) – from a low of 19.4 percent for Buffalo to a high of 39.7
percent for Muskogee – it still can affect the results. Finally, it is important to compensate for the differential response
rates reported in Table B-4.
The distribution of claims processed within categories from which the sample was drawn is shown in Table B-1. This
table shows that original Chapter 30 claims processed in Atlanta make up 1.66 percent of all claims processed during the
six-month reference period (10,535 divided by 633,665 – the sum of 88,016 and 545,649). The responses of 64 original
Chapter 30 claimants from Atlanta, 3.06 percent of the 2,093 useable cases, were weighted (multiplied by 0.54371) so
that they made up 1.66 percent (34.80 weighted cases divided by 2,093) of the cases used in the final analysis. A similar
procedure was carried out for each cell in the original sample.
Schulman, Ronca & Bucuvalas, Inc. – page B-18
VA Education Beneficiaries 2004 Customer Satisfaction Study
Spanish Language Questionnaires
Both questionnaires used for this project were translated into Spanish. These questionnaires were sent to respondents in
Puerto Rico along with the English version. The respondent would be able to select the questionnaire they felt most
comfortable using. The cover letters were also translated, but the reminder cards were not.
Table B-5 shows the number of Spanish language questionnaires that were distributed and the number that were
returned.
TABLE B-5
Disposition of Spanish Language Questionnaires Sent to
Beneficiaries in Puerto Rico
Total Sent
Total
Returns
Spanish
Returns
Percent
Spanish
Form V – Veterans, Active Duty
10
2
1
50%
Form V – Reservists
49
16
10
63%
Form D – Dependents
55
39
27
69%
114
57
38
67%
Form and Benefit
Total
The results shown in Table B-5 show an increase in the proportion of returned questionnaires from Puerto Rico that were
completed using the Spanish version in all categories. Overall last year, 43 of the 77 (56 percent) returned questionnaires
were the Spanish version. This proportion increased to 67 percent in the current administration. Significant proportions of
reservists (almost three in five) and dependents (two-thirds) completed the Spanish version of the questionnaire. While
only one of the two veterans who completed the questionnaire did so in Spanish, it is clear that the Spanish versions fill a
need.
Schulman, Ronca & Bucuvalas, Inc. – page B-19
VA Education Beneficiaries 2004 Customer Satisfaction Study
Appendix C
Comparison of the Questionnaires
Used in the 2003 and 2004 Administrations
VA Education Beneficiaries 2004 Customer Satisfaction Study
Comparison of the Questionnaires used in the 2003 and 2004 Administrations
Questions on the Dependent version of the questionnaire begin with the letter D while those on the Veteran/Reservist version begin
with the letter V. Underlined blue font indicates that words have been added while struckthrough red font indicates that words have
been deleted.
2003
Quest #
Question
2004
Quest #
Question
PREPARING FOR YOUR EDUCATION BENEFITS
D1
D2
V1
Which of the following best describes your eligibility for
education benefits?
O Orphan of the veteran
O Child of the veteran
O Widow or widower of the veteran
O Current or former spouse of the veteran
Where did you first LEARN about VA's education benefits
program?
O Letter from VA
O VA information pamphlet
O Friend or family
O Military base or family support center
O Commercial or advertisement
O VA's website on the Internet
O Other
Are you currently on active-duty in the U.S. Armed Forces?
O Yes
O No
PREPARING FOR YOUR EDUCATION BENEFITS
D1
D2
V1
Which of the following best describes your eligibility for
education benefits?
O Orphan of the veteran
O Child of the veteran
O Widow or widower of the veteran
O Current or former spouse of the veteran
Where did you first LEARN about VA's education benefits
program?
O Letter from VA
O VA information pamphlet
O Friend or family
O Military base or family support center
O Commercial or advertisement
O VA's website on the Internet
O Other
Are you currently on active-duty in the U.S. Armed Forces?
O Yes
O No
Schulman, Ronca & Bucuvalas, Inc. - page C-2
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
V2
When did you first LEARN about VA's education benefits
program?
V3
D3/V4
O Before recruitment
O At the time of recruitment
O Soon after joining
O Six months or more after joining
O Shortly before separation
O At or after separation
Where did you first LEARN about VA's education benefits
program?
O Commercial or advertisement
O Recruiter
O VA information pamphlet
O Another person in my unit
O Military base or unit Education Office
O Friend or family
O VA's website on the Internet
O School
O Other
Looking back, how much of what you NEEDED TO KNOW did
you get from this source?
O
O
O
O
O
All
Most
Some
Little
None
2004
Question
Quest #
V2
When did you first LEARN about VA's education benefits
program?
V3
D3/V4
O Before recruitment
O At the time of recruitment
O Soon after joining
O Six months or more after joining
O Shortly before separation
O At or after separation
Where did you first LEARN about VA's education benefits
program?
O Commercial or advertisement
O Recruiter
O VA information pamphlet
O Another person in my unit
O Military base or unit Education Office
O Friend or family
O VA's website on the Internet
O School
O Other
Looking back, how much of what you NEEDED TO KNOW did
you get from this source?
O
O
O
O
O
All
Most
Some
Little
None
Schulman, Ronca & Bucuvalas, Inc. - page C-3
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D4/V5
How accurate was the information you received?
O
O
O
O
O
O
V6
V7
2004
Question
Quest #
D4/V5
How accurate was the information you received?
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
O
O
O
O
O
O
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
For this questionnaire, active duty also includes active duty for V6
training for reserve or guard.
For this questionnaire, active duty also includes active duty for
training for reserve or guard.
When did you begin to PLAN the use of your education
benefits?
When did you begin to PLAN the use of your education
benefits?
O Before active-duty service
O Six months or more before separation from active-duty service
O Less than six months before separation from active-duty service
O At separation from active-duty service
O Less than six months after separation from active-duty service
O Six months or more after separation from active-duty service
Which of the following information sources did you find useful
in PLANNING for the use of your education benefits?
[Mark all that apply]
O Before active-duty service
O Six months or more before separation from active-duty service
O Less than six months before separation from active-duty service
O At separation from active-duty service
O Less than six months after separation from active-duty service
O Six months or more after separation from active-duty service
Which of the following information sources did you find useful
in PLANNING for the use of your education benefits?
[Mark all that apply]
O
O
O
O
O
O
O
VA information pamphlet
VA's website on the Internet
Military base or unit Education Office
Another person in my unit
Friend or family
School
Other
V7
O
O
O
O
O
O
O
O
VA information pamphlet
VA's website on the Internet
Military base or unit Education Office
Another person in my unit
Friend or family
School
Other
None of the above
Schulman, Ronca & Bucuvalas, Inc. - page C-4
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
V8
While on active-duty, did you attend any briefings or sessions
that provided information regarding your education benefits?
O Yes
O No
V9
2004
Question
Quest #
V8
While on active-duty, did you were you offered the opportunity
to attend any briefings or sessions that provided information
regarding your education benefits?
SKIP TO V10
O Yes
O No
Why didn't you attend a briefing or session that provided
information regarding your education benefits?
O
O
O
O
O
O
Wasn't interested in using education benefits
No briefing was offered
Already knew all I needed to know about VA education benefits
Didn't have time to attend
Attended a briefing, but education benefits weren't covered
Don't recall
DELETE QUESTION
V9
V10
SKIP TO V10 12
Looking back, how much of what you NEEDED TO KNOW did
you get from these sessions?
O
O
O
O
O
All
Most
Some
Little
None
V10
Did you attend any briefings or sessions that provided
information regarding your education benefits?
O Yes
SKIP TO V12
O No
Looking back, how much of what you NEEDED TO KNOW did
you get from these sessions?
O
O
O
O
O
All
Most
Some
Little
None
Schulman, Ronca & Bucuvalas, Inc. - page C-5
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
V11
How accurate was the information you received?
O
O
O
O
O
O
D5/V12
D6/V13
2004
Question
Quest #
V11
How accurate was the information you received?
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
O
O
O
O
O
O
Within the past year, did you receive a VA pamphlet about your D5/V12
education benefits through the mail?
Within the past year, did you receive a VA pamphlet about your
education benefits through the mail?
O Yes
O No
SKIP TO D7/V14
How much of what you NEEDED TO KNOW did you get from the D6/V13
pamphlet?
O Yes
O No
SKIP TO D7/V14
How much of what you NEEDED TO KNOW did you get from the
pamphlet?
O
O
O
O
O
O
O
O
O
O
All
Most
Some
Little
None
APPLYING FOR BENEFITS
D7/V14
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
Don't know
To whom did you submit your application for education
benefits?
O
O
O
O
School
VA directly by mail or visit
VA directly on-line through VA's website
Don't recall
All
Most
Some
Little
None
APPLYING FOR BENEFITS
D7/V14
To whom did you submit your application for education
benefits?
O
O
O
O
School
VA directly by mail or visit
VA directly on-line through VA's website
Don't recall
Schulman, Ronca & Bucuvalas, Inc. - page C-6
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D8/V15 Did you find anything to be difficult or confusing about the
application?
D9/V16
2004
Question
Quest #
D8/V15 Did you find anything to be difficult or confusing about the
application?
O Yes
O No
SKIP TO D10/V17
What specifically did you find to be difficult or confusing about D9/V16
the application? [Mark all that apply]
O Print size was hard to read
O It was too long
O Some questions were not clear
O Some instructions were confusing
O Asked for information VA should have already had
O Asked for information that was hard to supply
O Not clear why all the information was needed
D10/V17 Did VA let you know your application had been received?
O Yes
O No
O Yes
O No
SKIP TO D10/V17
What specifically did you find to be difficult or confusing about
the application? [Mark all that apply]
O Print size was hard to read
O It was too long
O Some questions were not clear
O Some instructions were confusing
O Asked for information VA should have already had
O Asked for information that was hard to supply
O Not clear why all the information was needed
D10/V17 Did VA let you know your application had been received?
O Yes
O No
D11/V18 How completely did VA keep you informed of the status of your D11/V18 How completely did VA keep you informed of the status of your
application?
application?
O
O
O
O
O
O
Completely
Mostly
Somewhat
Only a little
Not at all
Didn't need status information
O
O
O
O
O
O
Completely
Mostly
Somewhat
Only a little
Not at all
Didn't need status information
Schulman, Ronca & Bucuvalas, Inc. - page C-7
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D12/V19 How long did it take VA to process your application?
O
O
O
O
O
O
O
O
O
O
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks or more
2004
Question
Quest #
D12/V19 How long did it take VA to process your application?
O
O
O
O
O
O
O
O
O
O
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks or more
D13/V20 How long do you think is REASONABLE for VA to process your D13/V20 How long do you think is REASONABLE for VA to process your
application? Please select one:
application? Please select one:
O
O
O
O
O
O
O
O
O
O
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks or more
O
O
O
O
O
O
O
O
O
O
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks or more
CONTACTING VA BY TELEPHONE
D14/V21 Did you PHONE VA about your recent education claim?
O Yes
O No
SKIP TO D25/V32
CONTACTING VA BY TELEPHONE
D14/V21 Did you PHONE VA about your recent education claim?
O Yes
O No
SKIP TO D25/V32
Schulman, Ronca & Bucuvalas, Inc. - page C-8
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D15/V22 How many times did you phone VA about your recent claim?
O
O
O
O
O
1 time
2 times
3 times
4 times
5 times or more
D16/V23 Why did you call VA? [Mark all that apply]
O
O
O
O
O
O
O
O
O
Get information before I applied for benefits
Apply for education benefits
Check on the status of my education claim
Change the status of enrollment
Verify enrollment to VA
Check on my remaining education benefits
Check on payment
Correct a payment problem
Get other information
D17/V24 How easy was it to get through to VA when you called?
O
O
O
O
O
O
Very easy
Somewhat easy
Neither easy nor difficult
Somewhat difficult
Very difficult
Never got through
SKIP TO D25/V32
2004
Question
Quest #
D15/V22 How many times did you phone VA about your recent claim?
O
O
O
O
O
1 time
2 times
3 times
4 times
5 times or more
D16/V23 Why did you call VA? [Mark all that apply]
O
O
O
O
O
O
O
O
O
Get information before I applied for benefits
Apply for education benefits
Check on the status of my education claim
Change the status of enrollment
Verify enrollment to VA
Check on my remaining education benefits
Check on payment
Correct a payment problem
Get other information
D17/V24 How easy was it to get through to VA when you called?
O
O
O
O
O
O
Very easy
Somewhat easy
Neither easy nor difficult
Somewhat difficult
Very difficult
Never got through
SKIP TO D25/V32
Schulman, Ronca & Bucuvalas, Inc. - page C-9
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D18/V25 Which of the following happened to you when you called VA?
[Mark all that apply]
2004
Question
Quest #
D18/V25 Which of the following happened to you when you called VA?
[Mark all that apply]
O Got through on the first try
O Got a busy signal
O Experienced a reasonable wait time
O Waited over a minute for call to be answered
O Hung up, couldn't wait for call to be answered
O Call disconnected before it was answered
O Call got misdirected
O Other, specify
O None of the above
D19/V26 How much of what you NEEDED TO KNOW did you get from
your telephone contact with VA?
O Got through on the first try
O Got a busy signal
O Experienced a reasonable wait time
O Waited over a minute for call to be answered
O Hung up, couldn't wait for call to be answered
O Call disconnected before it was answered
O Call got misdirected
O Other, specify
O None of the above
D19/V26 How much of what you NEEDED TO KNOW did you get from
your telephone contact with VA?
O All
O Most
O Some
O Little
O None
D20/V27 Generally, were you able to get this information on the first
call?
O All
O Most
O Some
O Little
O None
D20/V27 Generally, were you able to get this information on the first
call?
O Yes
O No
D21/V28 Was your question answered by the automated system or did
you speak with a VA employee?
O Yes
O No
D21/V28 Was your question answered by the automated system or did
you speak with a VA employee?
O Automated system
O VA employee
O Both
SKIP TO D25/V32
O Automated system
O VA employee
O Both
SKIP TO D25/V32
Schulman, Ronca & Bucuvalas, Inc. - page C-10
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D22/V29 How responsive was the person you talked to?
O
O
O
O
O
Very responsive
Somewhat responsive
Neither responsive nor non-responsive
Somewhat non-responsive
Very non-responsive
D23/V30 How courteous was the person you talked to?
O
O
O
O
O
Very courteous
Somewhat courteous
Neither courteous nor discourteous
Somewhat discourteous
Very discourteous
D24/V31 Were VA employees able to give you information about your
particular education claim on the phone?
O Yes
O No
O Didn't need claim information
VISITING VA'S WEBSITE AND CONTACTING VA BY INTERNET
OR E-MAIL
D25/V32 Within the past year, did you VISIT VA's Internet website
(www.gibill.va.gov) about your education benefits?
O Yes
O No
SKIP TO D30/V37
2004
Question
Quest #
D22/V29 How responsive was the person you talked to?
O
O
O
O
O
Very responsive
Somewhat responsive
Neither responsive nor non-responsive
Somewhat non-responsive
Very non-responsive
D23/V30 How courteous was the person you talked to?
O
O
O
O
O
Very courteous
Somewhat courteous
Neither courteous nor discourteous
Somewhat discourteous
Very discourteous
D24/V31 Were VA employees able to give you information about your
particular education claim on the phone?
O Yes
O No
O Didn't need claim information
VISITING VA'S WEBSITE AND CONTACTING VA BY INTERNET
OR E-MAIL
D25/V32 Within the past year, did you VISIT VA's Internet website
(www.gibill.va.gov) about your education benefits?
O Yes
O No
SKIP TO D30/V37
Schulman, Ronca & Bucuvalas, Inc. - page C-11
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D26/V33 Why did you visit VA's website (www.gibill.va.gov)? [Mark all
that apply]
2004
Question
Quest #
D26/V33 Why did you visit VA's website (www.gibill.va.gov)? [Mark all
that apply]
O Get information before I applied for benefits
O Get information before I applied for benefits
O Apply for education benefits
O Apply for education benefits
O Verify enrollment to VA [V form only]
O Verify enrollment to VA [V form only]
O Send an inquiry to VA
O Send an inquiry to VA
O Get other information about VA education programs
O Get other information about VA education programs
O Couldn't get through on a toll-free phone number
O Couldn't get through on a toll-free phone number
O Download a form
O Download a form
O See what is available on the website
O See what is available on the website
O Other, specify
O Other, specify
D27/V34 In general, how much of what you were looking for did you find D27/V34 In general, how much of what you were looking for did you find
on VA's website?
on VA's website?
O All
O Most
O Some
O Little
O None
D28/V35 Did you find anything difficult or confusing about the website?
O All
O Most
O Some
O Little
O None
D28/V35 Did you find anything difficult or confusing about the website?
O Yes
O No
SKIP TO D30/V37
D29/V36 What specifically did you find difficult or confusing about the
website? [Mark all that apply]
O Yes
O No
SKIP TO D30/V37
D29/V36 What specifically did you find difficult or confusing about the
website? [Mark all that apply]
O
O
O
O
O
O
O
System down or not working
Information displayed was hard to read
Information displayed was hard to understand
Didn't understand where to go to retrieve the information I wanted
Website didn't have the information I was looking for
It was hard to move about within the website
Other, specify
O
O
O
O
O
O
O
System down or not working
Information displayed was hard to read
Information displayed was hard to understand
Didn't understand where to go to retrieve the information I wanted
Website didn't have the information I was looking for
It was hard to move about within the website
Other, specify
Schulman, Ronca & Bucuvalas, Inc. - page C-12
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D30/V37 Within the past year, did you use the Internet or e-mail to
CONTACT VA about your education benefits?
2004
Question
Quest #
D30/V37 Within the past year, did you use the Internet or e-mail to
CONTACT VA about your education benefits?
O Yes
O No
SKIP TO D34/V41
D31/V38 Why did you contact VA using the Internet or e-mail? [Mark all
that apply]
O Yes
O No
SKIP TO D34/V41
D31/V38 Why did you contact VA using the Internet or e-mail? [Mark all
that apply]
O Get information before I applied for benefits
O Check on the status of my education claim
O Report a change in the status of my enrollment
O Check on my remaining education benefits
O Check on payment
O Correct a payment problem
O Couldn't get through on a toll-free number
O Sent an e-mail to get information after visiting the VA website
O Other inquiry, specify
D32/V39 What response did you get to your Internet or e-mail inquiry?
[Mark all that apply]
O Get information before I applied for benefits
O Check on the status of my education claim
O Report a change in the status of my enrollment
O Check on my remaining education benefits
O Check on payment
O Correct a payment problem
O Couldn't get through on a toll-free number
O Sent an e-mail to get information after visiting the VA website
O Other inquiry, specify
D32/V39 What response did you get to your Internet or e-mail inquiry?
[Mark all that apply]
O Received an acknowledgement of my inquiry
O Received a complete answer to my inquiry
O Received an answer, but not all the information requested
O Inquiry was sent to another office
O Never received an answer from VA
SKIP TO D34/V41
O Other, specify
D33/V40 In general, how much of what you NEEDED TO KNOW did you
get from your contact with VA using the Internet or e-mail?
O Received an acknowledgement of my inquiry
O Received a complete answer to my inquiry
O Received an answer, but not all the information requested
O Inquiry was sent to another office
O Never received an answer from VA
SKIP TO D34/V41
O Other, specify
D33/V40 In general, how much of what you NEEDED TO KNOW did you
get from your contact with VA using the Internet or e-mail?
O
O
O
O
O
All
Most
Some
Little
None
O
O
O
O
O
All
Most
Some
Little
None
Schulman, Ronca & Bucuvalas, Inc. - page C-13
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Quest #
Question
2004
Quest #
Question
OTHER SOURCES OF INFORMATION
D34/V41 Within the past year, did you receive information about your
education benefits from any of the following? [Mark all that
apply]
O
O
O
O
O
O
O
O
State or county Veterans Service Organizations
VA representative on military base [V form only]
Reserve unit
[V form only]
Friends, family, co-workers
School
Congressional office
Other, specify
None of the above
WRITING TO VA
OTHER SOURCES OF INFORMATION
D34/V41 Within the past year, did you receive information about your
education benefits from any of the following? [Mark all that
apply]
O
O
O
O
O
O
O
O
State or county Veterans Service Organizations
VA representative on military base [V form only]
Reserve unit
[V form only]
Friends, family, co-workers
School
Congressional office
Other, specify
None of the above
WRITING TO VA
D35/V42 Did you WRITE to VA about your recent education claim?
ENTIRE SECTION DELETED
O Yes
O No
SKIP TO D39/V46
D36/V43 Why did you write to VA about your education benefits? [Mark
all that apply]
O
O
O
O
O
O
O
O
O
O
Get information before I applied for benefits
Apply for education benefits
Check on the status of my claim
Give VA more information
Respond to a VA letter
Respond to a phone call from VA
Get an explanation of a VA letter
Have a permanent record in my file of a phone call or interview
Couldn't get through on a toll-free phone number
Other, specify
ENTIRE SECTION DELETED
Schulman, Ronca & Bucuvalas, Inc. - page C-14
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D37/V44 How easy was it for you to understand VA's written reply to
your letter(s)?
2004
Quest #
Question
O Very easy
O Somewhat easy
O Neither easy nor difficult
O Somewhat difficult
O Very difficult
O Didn't receive a written reply
SKIP TO D39/V46
D38/V45 How much of what you NEEDED TO KNOW did you get from
VA's written reply?
O
O
O
O
O
ENTIRE SECTION DELETED
ENTIRE SECTION DELETED
All
Most
Some
Little
None
VERIFYING ENROLLMENT TO VA
V46
V47
VERIFYING ENROLLMENT TO VA
Have you used VA's automated phone system [1-877-823-2378] V42
to verify your enrollment for your recent claim?
Have you used VA's automated phone system [1-877-823-2378]
to verify your enrollment for your recent claim?
O Yes
O No
SKIP TO V49
Did you find anything to be difficult about using VA's automated V43
phone system to verify enrollment?
O Yes
O No
SKIP TO V49 45
Did you find anything to be difficult about using VA's automated
phone system to verify enrollment?
O Yes
O No
O Yes
O No
SKIP TO V49
SKIP TO V49 45
Schulman, Ronca & Bucuvalas, Inc. - page C-15
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
2004
Question
Question
Quest #
Quest #
V48
What specifically did you find to be difficult about verifying your V44
What specifically did you find to be difficult about verifying your
enrollment when you used VA's automated phone system?
enrollment when you used VA's automated phone system?
[Mark all that apply]
[Mark all that apply]
V49
O Telephone number was frequently busy
O System didn't have my VA record
O Call was disconnected before verification completed
O My PIN didn't work
O Other, specify
Have you used VA's Web Automated Verification of Enrollment
(WAVE) at www.gibill.va.gov to verify your enrollment for your
recent claim?
V45
O Telephone number was frequently busy
O System didn't have my VA record
O Call was disconnected before verification completed
O My PIN didn't work
O Other, specify
Have you used VA's Web Automated Verification of Enrollment
(WAVE) at www.gibill.va.gov to verify your enrollment for your
recent claim?
V50
O Yes
O No
SKIP TO V52
Did you find anything to be difficult about using VA's Web
Automated Verification of Enrollment (WAVE) to verify your
enrollment?
V51
O Yes
O No
SKIP TO V52
V47
What specifically did you find to be difficult about using VA's
Web Automated Verification of Enrollment (WAVE) to verify your
enrollment? [Mark all that apply]
O Yes
O No
SKIP TO V52 48
What specifically did you find to be difficult about using VA's
Web Automated Verification of Enrollment (WAVE) to verify your
enrollment? [Mark all that apply]
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
Unable to log-on to verification website
Information on VA Internet website form is confusing
Information on VA Internet website form is inaccurate
System didn't have my record
Not sure if Internet verification was completed successfully
Couldn't remember my PIN
System wouldn't accept my PIN
Other, specify
V46
O Yes
O No
SKIP TO V54 48
Did you find anything to be difficult about using VA's Web
Automated Verification of Enrollment (WAVE) to verify your
enrollment?
Unable to log-on to verification website
Information on VA Internet website form is confusing
Information on VA Internet website form is inaccurate
System didn't have my record
Not sure if Internet verification was completed successfully
Couldn't remember my PIN
System wouldn't accept my PIN
Other, specify
Schulman, Ronca & Bucuvalas, Inc. - page C-16
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
2004
Question
Question
Quest #
Quest #
V52
Have you phoned 1-888-GI-BILL-1 (1-888-442-4551) and spoken V48
Have you phoned 1-888-GI-BILL-1 (1-888-442-4551) and spoken
to a counselor to verify your enrollment for your recent claim?
to a counselor to verify your enrollment for your recent claim?
V53
V54
V55
O Yes
O No
SKIP TO V54
Why did you speak to a counselor to verify your enrollment?
[Mark all that apply]
O Experienced difficulty with telephone verification when I called
1-877-823-2378
O Experienced difficulty with Internet verification on VA's website
O System didn't have my record
O My PIN didn't work
O Don't have access to the Internet
O In general, rather speak to a person
O Believe I'll get paid faster
O Don't trust automated systems
O Not sure if automated verification was completed successfully
O Other, specify
Which method did you use most often when verifying your
enrollment?
O Phone VA's automated phone system at 1-877-823-2378
O The Internet, Web Automated Verification of Enrollment
(WAVE) at www.gibill.va.gov
O Speak to a counselor at 1-888-GI-BILL-1 (1-888-442-4551)
Which method did you PREFER to use when verifying your
enrollment?
O Phone VA's automated phone system at 1-877-823-2378
O The Internet, Web Automated Verification of Enrollment
(WAVE) at www.gibill.va.gov
O Speak to a counselor at 1-888-GI-BILL-1 (1-888-442-4551)
V49
V50
O Yes
O No
SKIP TO V54 50
Why did you speak to a counselor to verify your enrollment?
[Mark all that apply]
O Experienced difficulty with telephone verification when I called
1-877-823-2378
O Experienced difficulty with Internet verification on VA's website
O System didn't have my record
O My PIN didn't work
O Don't have access to the Internet
O In general, rather speak to a person
O Believe I'll get paid faster
O Don't trust automated systems
O Not sure if automated verification was completed successfully
O Other, specify
Which method did you use most often when verifying your
enrollment?
O Phone VA's automated phone system at 1-877-823-2378
O The Internet, Web Automated Verification of Enrollment
(WAVE) at www.gibill.va.gov
O Speak to a counselor at 1-888-GI-BILL-1 (1-888-442-4551)
DELETED
Schulman, Ronca & Bucuvalas, Inc. - page C-17
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Quest #
Question
2004
Quest #
Question
RECEIVING YOUR BENEFIT PAYMENTS
RECEIVING YOUR BENEFIT PAYMENTS
D39/V56 From the time your application was submitted to VA, how long
did it take to get your first check?
D35/V51 From the time your application was submitted to VA, how long
did it take to get your first check?
O 1 week
O 2 weeks
O 3 weeks
O 4 weeks
O 5 weeks
O 6 weeks
O 7 weeks
O 8 weeks
O 9 weeks
O 10 weeks
O 11 weeks
O 12 weeks
O 13 weeks or more
D40/V57 From the time your application was submitted to VA, how long
do you think is REASONABLE for you to receive your first
check?
O 1 week
O 2 weeks
O 3 weeks
O 4 weeks
O 5 weeks
O 6 weeks
O 7 weeks
O 8 weeks
O 9 weeks
O 10 weeks
O 11 weeks
O 12 weeks
O 13 weeks or more
D36/V52 From the time your application was submitted to VA, how long
do you think is REASONABLE for you to receive your first
check?
O
O
O
O
O
O
O
O
O
O
O
O
O
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks
11 weeks
12 weeks
13 weeks or more
O
O
O
O
O
O
O
O
O
O
O
O
O
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks
11 weeks
12 weeks
13 weeks or more
Schulman, Ronca & Bucuvalas, Inc. - page C-18
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D41/V58 Did you find anything to be difficult about the benefit payment
process?
2004
Question
Quest #
D37/V53 Did you find anything to be difficult about the benefit payment
process?
O Yes
O No
SKIP TO D43/V59
O Don't know
SKIP TO D43/V59
D42/V59 What specifically did you find to be difficult about the benefit
payment process? [Mark all that apply]
O Yes
O No
SKIP TO D43 39/V59 55
O Don't know
SKIP TO D43 39/V59 55
D38/V54 What specifically did you find to be difficult about the benefit
payment process? [Mark all that apply]
O Payments didn't arrive when needed
O Payments didn't arrive at the same time each month
O Have had to contact VA (in addition to enrollment verification)
to get payment
O No explanation of the amount
O No access to direct deposit
O Problem with direct deposit
D43/V60 Have you received an inaccurate payment on your recent claim? D39/V55
O Yes
O No
SKIP TO D45/V62
D44/V61 Was the inaccuracy resolved in a timely manner?
O Yes
O No
O Payments didn't arrive when needed
O Payments didn't arrive at the same time each month
O Have had to contact VA (in addition to enrollment verification)
to get payment
O No explanation of the amount
O No access to direct deposit
O Problem with direct deposit
Have you received an inaccurate payment on your recent claim?
O Yes
O No
SKIP TO D45 41/V62 57
D40/V56 Was the inaccuracy resolved in a timely manner?
O Yes
O No
D45/V62 For your recent claim, have you had to borrow or pay out-ofD41/V57 For your recent claim, have you had to borrow or pay out-ofpocket expenses in order to enroll or stay in school because VA
pocket expenses in order to enroll or stay in school because VA
didn't complete your paperwork on time?
didn't complete your paperwork on time?
O Yes
O No
O Yes
O No
Schulman, Ronca & Bucuvalas, Inc. - page C-19
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D46/V63 For your recent claim, have you had to delay enrollment
because VA didn't complete your paperwork on time?
O Yes
O No
2004
Question
Quest #
D42/V58 For your recent claim, have you had to delay enrollment
because VA didn't complete your paperwork on time?
O Yes
O No
OVERALL IMPRESSIONS
OVERALL IMPRESSIONS
D47/V64 All things considered, how satisfied are you with the way VA
has handled your education benefits claim?
D43/V59 All things considered, how satisfied are you with the way VA
has handled your education benefits claim?
O Very satisfied
O Somewhat satisfied
O Neither satisfied nor dissatisfied
O Somewhat dissatisfied
O Very dissatisfied
D48/V65 Do you plan to use all of your benefits for this education
program?
O Very satisfied
O Somewhat satisfied
O Neither satisfied nor dissatisfied
O Somewhat dissatisfied
O Very dissatisfied
D44/V60 Do you plan to use all of your benefits for this education
program?
O Yes
O No
O Not sure
O Yes
O No
O Not sure
GENERAL INFORMATION
D49/V66 What is your gender?
O Male
O Female
GENERAL INFORMATION
D45/V61 What is your gender?
O Male
O Female
Schulman, Ronca & Bucuvalas, Inc. - page C-20
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D50/V67 What is your current age?
O
O
O
O
O
O
O
19 years old or younger
20 to 24 years old
25 to 29 years old
30 to 34 years old
35 to 39 years old
40 to 49 years old
50 years old or older
D51/V68 What is your current marital status?
O
O
O
O
O
Never been married
Married
Separated
Divorced
Widowed
2004
Question
Quest #
D46/V62 What is your current age?
O
O
O
O
O
O
O
19 years old or younger
20 to 24 years old
25 to 29 years old
30 to 34 years old
35 to 39 years old
40 to 49 years old
50 years old or older
D47/V63 What is your current marital status?
O
O
O
O
O
Never been married
Married
Separated
Divorced
Widowed
D52/V69 Aside from the classes you are currently taking, what is the
highest level of education you have completed?
D48/V64 Aside from the classes you are currently taking, what is the
highest level of education you have completed?
O High school graduate or GED
O Some college
O College graduate
O Some graduate work
O Graduate or professional degree
D53/V70 In what type of education program are you currently enrolled?
O High school graduate or GED
O Some college
O College graduate
O Some graduate work
O Graduate or professional degree
D49/V65 In what type of education program are you currently enrolled?
O
O
O
O
O
On-the-job training or apprenticeship program
Certificate/license program
Two-year academic college program
Four-year academic college program
Post-graduate degree program
O
O
O
O
O
On-the-job training or apprenticeship program
Certificate/license program
Two-year academic college program
Four-year academic college program
Post-graduate degree program
Schulman, Ronca & Bucuvalas, Inc. - page C-21
VA Education Beneficiaries 2004 Customer Satisfaction Study
2003
Question
Quest #
D54/V71 Do you have access to the Internet?
2004
Question
Quest #
D50/V66 Do you have access to the Internet?
O Yes
O Yes
O No
SKIP TO D56/V73
O No
SKIP TO D56 52/V73 68
D55/V72 Where do you have access to the Internet? [Mark all that apply] D51/V67 Where do you have access to the Internet? [Mark all that apply]
O
O
O
O
O
O
O
O
At home
At my place of work
At school
At a friend's or relative's home
At a commercial establishment
At a public library
At military base or reserve unit
Other, specify
COMMENTS
O
O
O
O
O
O
O
O
At home
At my place of work
At school
At a friend's or relative's home
At a commercial establishment
At a public library
At military base or reserve unit
Other, specify
COMMENTS
D52/V68 Do you have any additional comments concerning how VA
D56/V73 Do you have any additional comments concerning how VA
could improve the way education benefits are handled?(To
could improve the way education benefits are handled? (To
maintain confidentiality, please do not include your name,
maintain confidentiality, please do not include your name,
address, claim number, or any other identifying information.) If
address, claim number, or any other identifying information.) If
you have specific concerns about your claim, please contact VA
you have specific concerns about your claim, please contact VA
by e-mail through VA's Internet website [www.gibill.va.gov] or
by e-mail through VA's Internet website [www.gibill.va.gov] or
by phone at 1-888-GI-BILL-1 [1-888-442-4551].
by phone at 1-888-GI-BILL-1 [1-888-442-4551].
Schulman, Ronca & Bucuvalas, Inc. - page C-22
| File Type | application/pdf |
| File Title | Microsoft Word - 04CvrFinal0715.doc |
| Author | dienstfrey |
| File Modified | 2005-08-02 |
| File Created | 2005-08-02 |