Analytic Map - Education Servicing

Question #	Question	Source	Uses	Justification
Factor 1	Benefit Information		Allows us to determine if Veteran experience differs based on informational needs and usage patterns during the ongoing servicing of a benefit	Satisfaction with the servicing experience may be higher or lower dependent upon Veterans' informational needs and usage patterns after their benefit has been awarded. The informational needs and usage patterns will be determined in this section. These questions will help us differentiate Veteran satisfaction based on benefit informational needs and usage, identify areas where improvements to the process can occur and prioritize them based on the impact of the Benefit Information factor to overall Veteran satisfaction.
1	How did you FIRST learn about the education benefit programs? (Mark only one) If you are unsure, please indicate the first way you remember learning about the education program.	Outreach Requirement	Identify usage of available information sources	This will be used to assess Veteran point-of-entry and most frequent source for finding information about VA benefits and to evaluate usage patterns. This information will be used in the context of overall satisfaction with benefit information, including ease of accessing, availability, usefulness, and clarity of information and identifying information sources where any of these attributes has the potential for improvement.
	a. VA website
	b. VetSuccess.gov
	c. eBenefits.va.gov
	d. Mail (from VA)
	e. VA phone number (888-442-4551)
	f. VA Representative or VA School Certifying Official
	g. Transition Assistance Program/Disabled Transition Assistance Program briefings
	h. Veterans Service Organizations, e.g., Disabled American Veterans, Veterans of Foreign Wars, Paralyzed Veterans of America, etc. (Specify) ___________________
	i. VA medical center
	j. VA Vet center
	k. In person at a Regional Office
	l. Social media websites (e.g., Facebook, Twitter, etc.)
	m. Visit from a VA employee
	n. Other Veterans
	o. Internet (excluding VA and social media sites)
	p. Friends or family
	q. Information came with notification/ratings letter
	r. Other Publications (e.g., Army Times, local newspaper, etc.)
	s. Other (Specify) ___________________
	t. Don’t know or not sure
2	What method(s) do you MOST FREQUENTLY use to obtain general information about VA’s education benefits or services? (Mark all that apply)	Outreach Requirement	Identify most preferred communication channel for benefits information	This question will assess the optimal channel of communications to help maintain an optimal communication strategy for outreach to Veterans about their benefits.
	a. Phone
	b. Mail
	c. E-mail
	d. In person at a Regional Office
	e. Veterans Service Organizations, e.g., Disabled American Veterans, Veterans of Foreign Wars, Paralyzed Veterans of America, etc. (Specify) ______________
	f. VA Representative or VA School Certifying Official
	g. Disabled Veterans’ Outreach Program
	h. VA website
	i. VetSuccess.gov
	j. eBenefits.va.gov
	k. Social media websites (e.g., Facebook, Twitter, etc.)
	l. Other websites (excluding VA or social media sites)
	m. VA medical center
	n. VA Vet center
	o. Friends or family
	p. Other Publications (e.g., Army Times, local newspaper, etc.)
	q. Certifying official at school
	r. Other (Specify) ___________________
	s. Don’t know or not sure
	t. None of the above
3	How frequently would you like to receive communications (e.g., e-mails, letters, newsletters, etc.) from VA about education benefits or services? (Mark only one)	Outreach Requirement	Measures the frequency of communications received from VA about their benefits	This question will assess the optimal frequency of communications to help maintain an optimal communication strategy for outreach to Veterans about their benefits.
	a. Weekly
	b. Monthly
	c. Quarterly (every 3 months)
	d. Semi-annually (twice per year)
	e. Annually (once per year)
	f. Never
	g. Don’t know or not sure
4	How would you like to receive information from VA about education benefits or services? (Mark all that apply)	Outreach Requirement	Assess Veterans' preferred communication methods	This question will help to assess the most desired methods of communication about VA benefits or services and help guide the strategy for information outreach to Veterans.
	a. Phone
	b. Mail
	c. E-mail
	d. VA website
	e. Social media websites (e.g., Facebook, Twitter, etc.)
	f. In person at a Regional Office
	g. Veterans Service Organizations, e.g., Disabled American Veterans, Veterans of Foreign Wars, Paralyzed Veterans of America, etc. (Specify) ___________________
	h. Other (Specify) ___________________
	j. Don’t know or not sure
	The following question asks you to rate various aspects of your experience with Education, using a scale of 1 to 10 where 1 is Unacceptable, 10 is Outstanding, and 5 is Average.
5	5. When thinking about your most frequently used methods of communication, please rate your experience obtaining information about your VA Education Benefits on the following items: (Mark only one per row)		These items will be used in the development of the index model, which will determine the factors that have the largest impact on the overall Veteran experience with the Servicing of their benefit.	Satisfaction with the benefit information represents one of the main elements of Veterans' experience with the ongoing servicing of their benefit. These items represent key attributes in the ongoing servicing process and will be compared to other factors to determine the areas of improvement with the greatest overall impact. These metrics will also allow us to compare the experience of Veterans with different information usage patterns and informational needs during the ongoing servicing of their benefit.
	a. Ease of accessing information	VBA Performance Metric
	b. Availability of information	VBA Performance Metric
	c. Clarity of information	VBA Performance Metric
	d. Usefulness of information	VBA Performance Metric
	e. Frequency of information provided by VA
	f. Overall rating of information	VBA Performance Metric
Factor 2	Contact with VA		Determine if Veteran experience differs based on the level of contact and issue resolution during the ongoing benefit servicing	Satisfaction with the servicing experience may be higher or lower dependent upon Veterans' level of contact and issue resolution after their benefit has been awarded. The level of contact will be determined in this section. These questions will help us differentiate Veteran satisfaction based on level of contact and issue resolution, identify areas where improvements to the process can occur and prioritize them based on the impact of the Contact factor to overall Veteran satisfaction.
6	During the past 6 months, did you contact anyone from VA (not including a VA School Certifying Official)about your education benefit? (Mark only one)	Contact/Resolution Assessment	Assess whether or not contact occurred	This question allows us to assess whether or not someone has had a contact with VA about their benefit recently enough to evaluate their experience with the contact. Individuals who have had recent contact with VA about their benefit may exhibit different levels of satisfaction than those who have not had recent contact. This question allows us to assess the variation between these two groups.
	a. Yes
	b. No
	(Ask Q7-Q12 if Q6 is Yes, otherwise go to Q13)
7	Which of the following best describes the reason for your most recent contact? (Mark only one)	Contact/Resolution Assessment	Evaluate the reason for the call	The reason for calling may contribute to the satisfaction related to the call experience. It is important to understand how satisfaction varies based on the type of call. This information will be used in conjunction with the VBA Call Center Satisfaction Research to analyze methods of contact/resolution.
	a. Resolve a problem
	b. Ask a question
	c. Request a change to your records/provide information
8	Can you briefly describe the nature of your most recent contact? (Mark all that apply)	Contact/Resolution Assessment	Assess the nature of the call	Understand the specific reason for the call to help identify potential needs of various groups of Veterans and the ability of VA to respond to those needs. This information may assist in developing actionable recommendations for training, information communication, etc. This information will be used in conjunction with the VBA Call Center Satisfaction Research to analyze methods of contact/resolution.
	a. Change your address or direct deposit information
	b. Report the death of an individual who received VA benefits
	c. Report that you did not receive your monthly stipend or book allowance
	d. Submit monthly verification of enrollment
	e. Check on the status of your claim
	f. Report a problem with a VA customer service representative
	g. Ask a general question
	h. Obtain information about submitting a claim
	i. Question about a payment amount
	j. Other (Specify) ___________________
9	Thinking about your most recent contact, how did you contact VA? (Mark only one)	Contact/Resolution Assessment	Allows us to measure the satisfaction with various methods of communication	Veterans' experiences with contacting VA may differ based on the method they use for contact. This may highlight contact methods that are used most frequently by Veterans and help identify processes VA can use to optimize those communication channels.
	a. Phone
	b. Fax
	c. Website
	d. E-mail
	e. Mail
	f. In person
10	Was your most recent issue resolved? (Mark only one)	Contact/Resolution Assessment	Allows us to measure issue resolution	Veterans who have their issue resolved upon contacting VA may have different levels of satisfaction than those who do not have their issue resolved. This will allow us to set benchmarks for issue resolution and identify areas where contact can be improved based on the reason or nature of the call. This information will be used in conjunction with the VBA Call Center Satisfaction Research to analyze methods of contact/resolution.
	a. Yes
	b. No
	(Ask Q11 if Q10 is No, otherwise go to Q12)
11	Why wasn’t your most recent issue resolved? (Mark all that apply)	Contact/Resolution Assessment	Allows us to identify the reasons why issues were not resolved	This is important because it allows us to evaluate the reasons why there may be different levels of resolution depending on the nature and or reason for the call and assist in developing actionable courses of action based on study results.
	a. Did not receive all of the information required
	b. Received incorrect information
	c. Was referred to the incorrect office/person
	d. Waiting for follow-up from VA
	e. Other (Specify) _____________
	f. Don't know or not sure
12	Thinking of your most recent contact with the VA, how would you rate your overall customer service experience with the VA or VA representatives using a scale of 1 to 10 where 1 is Unacceptable, 10 is Outstanding, and 5 is Average. (Mark only one)	VBA Performance Metric	These items will be used in the development of the index model, which will determine the factors that have the largest impact on the overall Veteran experience with the Servicing of their benefit.	Satisfaction with Contacting VA represents one of the main elements of Veterans' experience with the ongoing servicing of their benefit. These items represent key attributes in the ongoing servicing process and will be compared to other factors to determine the areas of improvement with the greatest overall impact. These metrics will also allow us to compare the experience of Veterans with different levels of contact during the ongoing servicing of their benefit.
Factor 3	Benefit Entitlement		Determine if Veteran experience differs based on the level of engagement with VBA after the beneficiary is in receipt of a claim	Satisfaction with the servicing experience may be higher or lower dependent upon the level of interaction a Veteran has with VBA after their benefit has been awarded. The level of interaction will be determined based on the various experiences a Veteran might have after they are in receipt of a claim. These various experiences are represented in this section. These questions will help us differentiate Veteran satisfaction based on the various touch points related to their benefit entitlement, identify areas where improvements to the process can occur and prioritize them based on the impact of the Benefit Entitlement factor to overall Veteran satisfaction.
	Non-Post 9/11 GI Bill
	Montgomery GI Bill, Survivors and Dependents Education Assistance (DEA), Reserve Education Assistance Program (REAP), Veterans Education Assistance Program (VEAP), and other programs
	(Ask Q13 if you are receiving a benefit other than Post 9-11GI Bill benefits (e.g., MGIB, DEA, VEAP, REAP), otherwise go to Q14)
13	What type of program are you currently using your education benefit for? (Mark all that apply)	2004 VA Survey of Veterans and Servicemembers Satisfaction with the VA Education Benefits Claims Process survey	Assess the usage of the benefit payment for Non-Post 9/11 GI Bill beneficiaries	Veterans who have different experiences in the ongoing servicing of their benefit may have different levels of satisfaction or exhibit different needs based on how they are using their benefit payment. For example, someone who is using their benefit payment for a University program may have different needs than someone who is using their benefit for a non-degree granting program. This helps assess Veterans' needs.
	a. College/University
	b. NCD (Non-College Degree Programs)
	c. On-the-job and apprenticeship training
	d. Flight training
	e. Independent training/Distance learning/Internet training
	f. Correspondence training
	g. National Testing Program
	h. Licensing and Certification Program
	i. Entrepreneurship training
	j. Work-Study Program
	k. Don’t know or not sure
	Post 9/11 GI Bill
	(Ask Q14 if you are currently receiving Post 9/11 GI Bill benefits, otherwise go to Q16)
14	Has the stipend you received for books and supplies in the past two terms been incorrect/differed from what was communicated to you by VA?	Benefit Services Requirement	Measure the degree of accuracy of the books and supplies stipend payment	Veteran satisfaction may differ based upon whether or not their books and supplies stipend differed from the amount they expected to receive. This question allows us to determine benchmarks for accuracy of payments and determine breakpoints at which satisfaction may decline.
	a. Yes
	b. No
	c. Don’t know or not sure
15	Has the tuition payment you or your school received in the past two terms been incorrect/differed from what was communicated to you by VA?	Benefit Services Requirement	Measure the degree of accuracy of the tuition payment	Veteran satisfaction may differ based upon whether or not they were notified of an incorrect tuition payment. This question allows us to determine benchmarks for accuracy of payments and determine breakpoints at which satisfaction may change decline.
	a. Yes
	b. No
	c. Don’t know or not sure
	The following question asks you to rate various aspects of your experience with Education, using a scale of 1 to 10, where 1 is Unacceptable, 10 is Outstanding, and 5 is Average.
16	Please rate your education benefit payment on the following items:		These items will be used in the development of the index model, which will determine the factors that have the largest impact on the overall Veteran experience with the Servicing of their benefit.	Satisfaction with the benefit entitlement represents one of the main elements of Veterans' experience with the ongoing servicing of their benefit. These items represent key attributes in the ongoing servicing process and will be compared to other factors to determine the areas of improvement with the greatest overall impact. These metrics will also allow us to compare the experience of Veterans with different levels of engagement with VBA during the ongoing servicing of their benefit.
	a. Amount of financial assistance	VBA Performance Metric
	b. Effectiveness of benefit in helping you achieve your educational or vocational goal	VBA Performance Metric
	c. Timeliness of receiving benefit payment	VBA Performance Metric
	d. Overall rating of benefit payment/entitlement	VBA Performance Metric
	Overall Experience with Benefit Program
17	Thinking about ALL aspects of your experience with education benefits, please rate VA overall, using a scale of 1 to 10 where 1 is Unacceptable, 10 is Outstanding, and 5 is Average. (Mark only one)	VBA Performance Metric	This item will be used in the development of the index model and will assist in creating an overall satisfaction score at the benefit servicing level.	All factors will be assessed in the context of the overall satisfaction score to understand the relative importance of each factor on Veterans' overall satisfaction.
	Overall Experience with VA
18	Taking into consideration all of the non-medical benefits (e.g., education, compensation and pension, home loan guaranty, vocational rehabilitation and employment, insurance, etc.) you have applied for or currently receive, please rate your experience with VA overall, using a scale of 1 to 10 where 1 is Unacceptable, 10 is Outstanding, and 5 is Average. (Mark only one)	VBA Performance Metric	This item will be used in the development of an index model for VBA overall across benefit lines and benefit status types (enrollment and servicing).	Overall satisfaction with each benefit line at the enrollment and servicing level will be evaluated in the context of the overall experience with VA to understand the relative impact of different experiences across benefit lines.
19	How likely are you to inform other Veterans and beneficiaries about your experience with VA benefits or services? (Mark only one)	VBA Performance Metric	Assess Veteran advocacy of VA benefits or services	Veterans with a more positive experience with the benefit line and VA overall may be more likely to positively advocate VA to their peers. This question will help identify changes in advocacy based on changes in the level of satisfaction over time.
	a. Definitely will not
	b. Probably will not
	c. Probably will
	d. Definitely will
	School Marketing/Recruiter			Questions in this section target information related to for-profit institutions at the direction of VBA Leadership and Education Services. It is important to assess this information to better understand to better understand how it may impact Veteran engagement with benefits.
20	How did the marketing materials or recruiter at the school/university you are enrolled at influenced your decision to enroll in that program? (Mark only one)	Mandate from VA Secretary Shinseki	Assess influence of school recruiters on Veteran enrollment	Veterans' experiences may vary based on elements that impacted their decision to enroll in a particular program. This question assesses whether or not school recruiters impact Veterans' experience.
	a. Definitely did not influence my decision
	b. Somewhat influenced my decision
	c. Absolutely influenced my decision
21	To what degree was your experience consistent with what was presented to you in any marketing materials or by a recruiter? (Mark only one)	Mandate from VA Secretary Shinseki	Assess accuracy of information provided by school recruiter	Veterans who have received information about the program that is inconsistent with their experience after enrollment may have different levels of overall satisfaction with the process. It is important to understand how experience within the program may affect Veterans' engagement with VBA.
	a. Not at all consistent
	b. Somewhat consistent
	c. Very consistent
22	Was your experience with the program you enrolled in… (Mark only one)	Mandate from VA Secretary Shinseki	Assess Veteran expectations about the program where they enrolled	Veterans whose expectations of the program differ from their experience with the program may have different levels of satisfaction with the process. It is important to understand how experience within the program may affect Veterans' engagement with VBA.
	a. Harder than you expected
	b. What you expected
	c. Easier than you expected
23	Do you have any comments you would like to add regarding the marketing efforts or recruiter from the school/university you enrolled in?	Mandate from VA Secretary Shinseki	Allow Veterans' the opportunity to provide additional information related to their experience with the school recruiter	Veterans' may have additional information related to their experience that will help understand and interpret their overall experience. This may include elements of the experience that are not easily captured in quantitative form.
24	Would you like to provide an e-mail address so VA can contact you with general information about VA benefits and services? (Mark only one)	Contact Assessment	Opt-in for future contact by VA	Consent to contact respondent with more information on benefits and programs
	a. Yes
	b. No
	c. I do not have an e-mail address
	d. Prefer not to answer
	(Ask Q26 if Yes in Q25)
25	Please enter your preferred e-mail address where you would like to be contacted: (Open Capture)	Contact Assessment	Email contact information	Send additional information from VA to veterans - i.e. eBenefits information
	a. E-mail:
	About You
	Questions below will only be asked by respondents completing the online survey, these questions will not be included in the paper (mail) version.			Questions in this section target information requested by VBA Leadership and Education Services. It is important to assess this information to better understand to better understand how it may impact Veteran engagement with benefits as well as further understand intent related to education.
	Please answer the following questions about the person who is receiving the education benefit (yourself or a dependent).
26	Are you a … (Open Capture)	Mandate from VA Secretary Shinseki	Assess the course workload	Student Veterans who attend full or part-time may have different needs based on their course load. This helps classify Veterans' educational enrollment status to then better assess educational needs.
	a. Part- time student
	b. Full- time student
	c. Not currently enrolled
	d. Don’t know or not sure
	(Ask Q26-45 if a or b, otherwise go to Q46)
27	(Online only)  What is the format of the program you are enrolled in? (Mark only one)	Mandate from VA Secretary Shinseki	Measure the type of program formats where the benefit is being used	Veteran satisfaction with benefit enrollment and their needs may differ based upon the format of the program they are enrolled in. This helps identify Veterans' educational needs.
	a. Traditional (classes in classroom/school facility)
	b. Online (classes on the Internet)
	c. Mixed (classroom and online)
28	What type of degree/training program are you currently pursuing? (Mark only one)	2004 VA Survey of Veterans and Servicemembers Satisfaction with the VA Education Benefits Claims Process Survey	Measure the type of degree/training program	There may be variation in Veterans' needs based on the type of degree/training they are pursuing. This helps identify Veterans' educational needs.
	a. On-the-job training or apprenticeship
	b. Certificate/license
	c. Associate degree
	d. Bachelors degree
	e. Masters degree
	f. Doctorate
29	What type of academic institution or training facility are you enrolled in? (Mark only one)	2004 VA Survey of Veterans and Servicemembers Satisfaction with the VA Education Benefits Claims Process Survey	Assess the type of academic institution or training facility	Veterans' needs may differ based on the type of academic institution or training facility where they are enrolled. This helps identify Veterans' educational needs.
	a. 2-year college (e.g., community college)
	b. 4-year college (e.g., university)
	c. Postgraduate program
	d. Technical or trade school
	e. Flight school
	f. Job training site
	g. Other (Specify) ___________________
	(Ask Q30 if enrolled in a 2-year college in Q29, otherwise go to Q31)
30	(Online only) Do you plan on attending a 4-year college in the future? (Mark only one)	Mandate from VA Secretary Shinseki	Assess Veterans academic goals	Veterans' experience and needs may differ dependent upon their academic plan. This helps identify Veterans' educational needs.
	a. Yes
	b. No
	c. Prefer not to state
31	Prior to the current program, what was the last year of school you completed? (Mark only one)	2004 VA Survey of Veterans and Servicemembers Satisfaction with the VA Education Benefits Claims Process Survey	Assess current academic progress	There may be variation in Veterans' experience with the benefit enrollment based upon their historical level of education. This helps identify Veterans' educational needs.
	a. High school graduate or equivalent
	b. Trade/technical school
	c. Some college (2-year program)
	d. Some college (4-year program)
	e. 2-year college degree
	f. 4-year college degree
	g. Some graduate courses
	h. Advanced degree (i.e. master’s degree/PhD)
	i. Prefer not to answer
32	(Online only) Why did you select your current school/training facility? (Mark all that apply)	Mandate from VA Secretary Shinseki	Determine the reasons for Veterans' school/facility selections	Understand the specific reasons for selecting a school or training facility to help identify the potential needs of various groups of Veterans and the ability of VA to assist with those educational needs.
	a. Lower tuition/program costs
	b. Good counselors
	c. Convenient location
	d. Easy initial application process
	e. Convenient course/program enrollment process
	f. Variety of course/training offerings
	g. Variety of available student support
	h. School specialization in subject of interest
	i. Reputation of school/training facility
	j. Reputation of instructors
	k. Past experience
	l. Recommendation from friends/relatives
	m. Availability of online classes
	n. Flexibility of course/training scheduling
	o. Financial aid
	p. Other (Specify) _____________
33	(Online only) When did you first enter into your current degree/training program? (Open Capture)	Mandate from VA Secretary Shinseki	Assess current academic progress	There may be variation in Veterans' experience with the benefit enrollment based upon their progress in their current program. This helps identify Veterans' educational needs.
	a. Please enter the month and year: mm _____ yy _______
	b. Prefer not to answer
34	(Online only) How many years have you completed in your current degree/training program? (Open Capture)	Mandate from VA Secretary Shinseki	Assess current academic progress	There may be variation in Veterans' experience with the benefit enrollment based upon their progress in their current program. This helps identify Veterans' educational needs.
	a. Number of years _________
	b. Prefer not to answer
35	(Online only) Why did you select your current degree/training program? (Mark all that apply)	Mandate from VA Secretary Shinseki	Determine the reasons for Veterans' program selections	Understand the specific reasons for selecting a program to help identify the potential needs of various groups of Veterans and the ability of VA to assist with those educational needs.
	a. Preparation for career
	b. Salary/wages in associated careers
	c. Status/esteem associated with type of degree/program
	d. Personal growth/development
	e. Interested in subject matter
	f. Number of course requirements
	g. Preparation for advanced degree
	h. Ease of completion requirements
	i. Reputation of instructors
	j. Recommendation from friends/relatives
	k. Availability of online classes
	l. Flexibility of course/training scheduling
	m. Other (Specify) _____________
36	(Online only) Have you ever taken any time off from your current degree/training program? (Mark only one)	Mandate from VA Secretary Shinseki	Assess historical engagement with current program	There may be variation in Veterans' experiences with the benefit enrollment if they've taken time off from their current program. This may lead to a longer program duration. It is important to understand whether or not this impacts the Veteran experience during and immediately after the enrollment for the benefit and identify potential educational needs.
	a. Yes
	b. No
	c. Prefer not to answer
	(Ask Q38-39 if Q37 is yes, otherwise go to Q40)
37	(Online only) How much time have you taken off from your current degree/training program? (Open Capture) Please respond using any or all of the following categories.	Mandate from VA Secretary Shinseki	Assess degree of impact of time off to duration of program tenure	Veterans with longer durations away from their current program may have different levels of satisfaction with enrollment for their benefit than those who are away from their program for shorter periods of time. This information will help determine if there are variations in the educational needs of these Veterans.
	a. Days (0-99 days) __________
	b. Months (0-99 months) _________
	c. Years (0-99 years) _________
	d. Don’t know or not sure
38	(Online only) Why did you take time off? (Open Capture)	Mandate from VA Secretary Shinseki	Assess the reasons for time off from program	Veterans may have multiple reasons for taking time off from their program. It is important to understand the various reasons why Veterans take the time off to explore how VA can best serve their educational needs.
39	(Online only) Have you been called to active duty at any point during your current degree/training program? (Mark only one)	Mandate from VA Secretary Shinseki	Measure interruptions to program as a result of call to active duty	Veterans who have been called to active duty may have a different experience with the enrollment for their benefit versus those who have not been called to active duty. This helps to assess the educational needs of those Veterans.
	a. Yes
	b. No
	c. Prefer not to answer
	(Ask Q40i if Q40h is yes, otherwise go to Q40j)
40	(Online only) How long was your call to active duty? (Open Capture)	Mandate from VA Secretary Shinseki	Measure the duration of the call to active duty	Veterans who experience a longer duration of their call to active duty may have a different experience than those with a shorter duration. These Veterans may have different levels of satisfaction with benefit enrollment.
	a. Months (0-99 months) _________
	b. Don’t know or not sure
	(Ask Q41 if Q40 is yes, otherwise go to Q42)
41	(Online only) Have you ever been on academic probation or had less than satisfactory standing with your school/training program? (Mark only one)	Mandate from VA Secretary Shinseki	Assess academic performance history	Veterans who have experienced an academic probation may have different needs than Veterans who have not been on academic probation. This helps identify Veterans' educational needs.
	a. Yes
	b. No
	c. Prefer not to answer
42	(Online only) Do you plan to obtain a degree or completion certificate in your current field of study/training? (Mark only one)	Mandate from VA Secretary Shinseki	Assess Veterans academic goals	Veterans' experience and needs may differ dependent upon their academic plan. This helps identify Veterans' educational needs.
	a. Yes, from the degree/training program at my current school/facility
	b. Yes, from a degree/training program at another school/facility
	c. No
	d. Prefer not to answer
43	(Online only) When do you expect to complete or graduate with a degree or completion certificate in your current field of study/training? (Open Capture)	Mandate from VA Secretary Shinseki	Assess current academic progress	There may be variation in Veterans' experience with benefit enrollment based upon their progress in their current program. This helps identify Veterans' educational needs.
	a. Please enter the month and year: mm _____ yy _______
	b. Prefer not to answer
	(Ask Q40n if Q40k is yes and Q40l is yes, otherwise go to Q40o)
44	(Online only) Do you plan to continue your enrollment as a full-time student until you complete or graduate your degree/training program? (Mark only one)	Mandate from VA Secretary Shinseki	Assess Veterans academic goals	Veterans' experience and needs may differ dependent upon their academic plan. This helps identify Veterans' educational needs.
	a. Yes
	b. No
	c. Prefer not to answer
45	(Online only) Which of the following services are available from your current school/training facility? (Mark all that apply)	Mandate from VA Secretary Shinseki	Assess services that are currently available to Veterans' through their school	This question will help assess the services that are currently available to Veterans through their school and identify any gaps between services that are desired and those that are available.
	a. Academic counseling
	b. Tutoring
	c. Financial counseling
	d. Dependent care services (e.g., babysitting, elder care)
	e. Employment counseling
	f. Financial aid
	g. Technology assistance (e.g., internet access, computer, etc.)
	h. Other (Specify) _____________
	i. Don’t know
46	(Online only) What concerns, if any, do you have about achieving your educational goals? (Mark all that apply)	Mandate from VA Secretary Shinseki	Identify Veterans concerns related to academic achievement	Understand Veterans concerns and identify areas where VA can potentially provide additional assistance. This helps identify Veterans' educational needs.
	a. Academic requirements
	b. Difficulty of subject matter
	c. Financial requirements
	d. Family obligations
	e. Employment obligations
	f. Course scheduling
	g. Time commitment (i.e., amount of time required)
	h. Availability of technology (e.g., access to internet/computer)
	i. Other (Specify) _____________
	j. Do not have concerns
47	(Online only) Which of the following services would you like or expect in order to achieve your educational goals? (Mark all that apply)	Mandate from VA Secretary Shinseki	Assess Veterans' desired services	This question will help to assess the most desired services and help guide the strategy for providing assistance to Veterans.
	a. Academic counseling
	b. Tutoring
	c. Financial counseling
	d. Dependent care services (e.g., babysitting, elder care)
	e. Employment counseling
	f. Financial aid
	g. Technology assistance (e.g., internet access, computer, etc.)
	h. Other (Specify) _____________
	i. Don’t know
48	Are you…(Mark only one)	2004 VA Survey of Veterans and Servicemembers Satisfaction with the VA Education Benefits Claims Process survey	Assess marital status	Veterans may have different levels of satisfaction based on their marital status.
	a. Married
	b. Single (never married)
	c. Widowed
	d. Divorced/separated
	e. Living with domestic partner
	f. Prefer not to answer
49	How many children under the age of 18 live in your household? (Open Capture)	Socio-Economic Differentiator for Congress/VA Leadership	Assess presence of household dependents	Veterans satisfaction and needs related to the servicing of their benefit may vary based on the presence of children under the age of 18 in the household.
	a. Number of children ________
	b. Prefer not to answer
50	(Online only) What are your personal career goals? (Mark all that apply)	Socio-Economic Differentiator for Congress/VA Leadership	Assess Veterans career goals	Veterans' needs may differ based on their career goals. This helps identify Veterans' needs.
	a. Obtain financial security
	b. Achieve work-life balance
	c. Become an independent business owner
	d. Become a manager
	e. Become an executive
	f. Work internationally
	g. Contribute to society
	h. Work in a specialized field (e.g., technology, medicine, etc.)
	i. Other (Specify) _____________
51	(Online only) Are you currently employed? (Mark only one)	Socio-Economic Differentiator for Congress/VA Leadership	Measure Veterans' employment status	Veterans who are employed may have different levels of satisfaction and different needs related to the servicing of their benefit than those who are unemployed. This information helps assess Veterans' needs.
	a. Yes
	b. No
	c. Prefer not to state
	(Ask Q53-54 if currently employed, otherwise go to Q55)
52	(Online only) How many hours do you currently work in a typical week? (Open Capture)	Socio-Economic Differentiator for Congress/VA Leadership	Measure Veterans' level of employment	Veterans who are employed full-time may have different needs and levels of satisfaction than those who are employed less than full-time. This information helps assess Veterans' needs.
	a. Hours (0-40 hours) _________
	b. Don’t know or not sure
53	(Online only) Are you currently employed in a field related to your current degree/training program? (Mark only one)	Socio-Economic Differentiator for Congress/VA Leadership	Measure relationship between current program and current employment	There may be variation in the needs and satisfaction of Veterans who are pursuing a course of study in their current field versus those who may be pursuing a course of study unrelated to their current employment.
	a. Yes
	b. No
	c. Prefer not to answer
54	(Online only) Are you pursuing employment in your current field of study? (Mark only one)	Socio-Economic Differentiator for Congress/VA Leadership	Measure relationship between current program and current employment	There may be variation in the needs and satisfaction of Veterans who are pursuing a course of study in their current field versus those who may be pursuing a course of study unrelated to their current employment.
	a. Yes
	b. No
	c. Prefer not to answer
	((Ask Q44f if Q44e is yes, otherwise go to Q45)
55	(Online only) Upon completion of your current degree/training program, what will be your primary method of obtaining employment information?	Socio-Economic Differentiator for Congress/VA Leadership	Assess Veterans' employment information sources	This question will help to assess the most utilized information sources for employment and help guide the strategy for information outreach to Veterans.
	a. VA counselor
	b. Recommendations of friends/family
	c. Student career/employment center
	d. Local or state job services
	e. Federal job services
	f. Newspaper
	g. Online job site
	h. Private employment agency
	i. Other (Specify) _____________
	j. Don’t know
56	Are you currently on active-duty in the US Armed Forces? (Mark only one)	Socio-Economic Differentiator for Congress/VA Leadership	Assess Veteran service status	Veterans who are currently on active duty may have different levels of satisfaction than those who are not currently on active duty in the context of the ongoing servicing of their benefit.
	a. Yes
	b. No
	(Ask Q58 if Q57 is yes, otherwise go to Q59)
57	What branch? (Mark only one)	Socio-Economic Differentiator for Congress/VA Leadership	Assess branch of service	Veterans' level of satisfaction with the ongoing servicing of their benefit may differ based on their branch of service.
	a. Air Force
	b. Army
	c. Coast Guard
	d. Marine Corps
	e. Navy
	(Ask Q59 if Q57 is no, otherwise go to Q60)
58	When you left the military, what branch of service were you in? (Mark only one)	Socio-Economic Differentiator for Congress/VA Leadership	Assess branch of service	Veterans' level of satisfaction with the ongoing servicing of their benefit may differ based on their branch of service.
	a. Air Force
	b. Army
	c. Coast Guard
	d. Marine Corps
	e. Navy
59	Which of the following best describes your eligibility for education benefits? (Mark only one)	VA Survey of Dependents Satisfaction with the VA Education Benefits Claims Process (past survey)	Determine the eligibility status for recipient of the education benefit	Satisfaction may differ based on who is receiving the benefit. The type of beneficiary may impact expectations of the ongoing benefit servicing as well as the level of engagement with VA related to benefit servicing.
	a. Veteran
	b. Active duty
	c. Orphan of the veteran
	d. Child of the veteran
	e. Widow or widower of the veteran
	f. Current or former spouse of the veteran
60	Do you have any other comments or concerns about your experience? (Open Capture)	Benefit Services Requirement	Allow Veterans' the opportunity to provide additional information related to their experience	Veterans' may have additional information related to their experience that will help understand and interpret their overall experience. This may include elements of the experience that are not easily captured in quantitative form.