FD 2013 VA MPS Survey

VA Memorial Products Survey
for Funeral Directors
(Headstones/Markers/Medallions and Presidential Memorial Certificates)

OMB Control Number 2900-0571
Public Reporting Burden Statement
VA may not conduct, sponsor, or require the respondent to respond to this collection of information unless it displays a valid
OMB Control Number. All responses to this collection are voluntary. Public reporting burden for the collection of information
is estimated to average 10 minutes per response, including the time necessary for reviewing instructions searching existing data
sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. The
information collected is intended to be used in making improvements in services within the National Cemetery Administration of
the Department of Veterans Affairs and for associated administrative purposes. Failure to furnish the requested information will
have no adverse effect on any VA benefit to which you may be entitled.
The information you supply will be confidential and protected by the Privacy Act of 1974 (5 U.S.C. 522a) and the VA’s
confidentiality statute (38 U.S.C. 5701) as implemented by 38 CFR 1.526(a) and 38 CFR 1.576(b). Disclosure of information
involves releases of statistical data and other non-identifying data for the improvement of services within the National Cemetery
Administration and for associated administrative purposes. Please send any comments regarding this burden estimate or any
other aspect of this collection including suggestions for reducing this burden to VA Clearance Officer (005G2), 810 Vermont
Ave, NW, Washington, DC 20420. SEND COMMENTS ONLY. DO NOT SEND THIS FORM OR REQUESTS FOR
BENEFITS TO THIS ADDRESS.

1

1

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

4b

O Less than 10
O 11 to 25
O 26 to 40
O More than 40
2

O
O
O
O
O

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

5

O Flat Bronze
O Flat Marble/Granite
O Bronze Niche
O Upright Marble/Granite
O Bronze Medallion
3

5a

typically used to order headstones, markers, and
medallions?

4

Very Satisfied
Somewhat Satisfied
Neither Satisfied nor Dissatisfied
Somewhat Dissatisfied
Very Dissatisfied

5b

IF YES, what type of information were you
looking for? (Mark all that apply)

How satisfied were you with the ease of finding
the information you were looking for?
O
O
O
O
O

Have you ever called an 800 number for
assistance with orders?
O Yes
O No GO TO Q5

6

4a IF YES, why did you call the 800 number?

(Mark all that apply)
O
O
O
O

Have you visited the VA web site for
information about ordering a headstone, marker,
or medallion?

O How to order a headstone, marker, or
medallion
O Download an order form
O Find information on documentation needed
O Find information on the Presidential
Memorial Certificate Program
O Find out what could go on the marker
O Other (Specify)_______________________

Via the mail (to National VA)
Via fax (to National VA)
Via the local VA office
Other (Specify)_______________________

3a How satisfied are you with the process you

O
O
O
O
O

Very Satisfied
Somewhat Satisfied
Neither Satisfied nor Dissatisfied
Somewhat Dissatisfied
Very Dissatisfied

O Yes
O No GO TO Q6

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

How satisfied are you with the service you
received from the 800 number customer service
representative?

Very Satisfied
Somewhat Satisfied
Neither Satisfied nor Dissatisfied
Somewhat Dissatisfied
Very Dissatisfied

When completing an application for a VA
headstone, marker, or medallion, do you
typically: (Mark only one)
O Complete and send to the VA
O Complete and confirm information with
family member’s review and signature
O Partially complete and give to family
member for finalization
O Other (Specify) ____________________

To check on the status of an order
To get help with ordering a marker
To file a complaint about a marker
Other (Specify) ______________________

2

7

About how long after ordering VA markers do
they typically arrive?
O
O
O
O
O

7a

10

Very Satisfied
Somewhat Satisfied
Neither Satisfied nor Dissatisfied
Somewhat Dissatisfied
Very Dissatisfied

Postcard
E-mail
Letter
Other (Specify)_______________________
I don’t care to be notified

Have you/your company ever had problems with
a delivered headstone, marker or medallion?

IF YES, about what percentage of the markers
you receive have problems?
O
O
O
O

9b

Generally, how would you rate the quality of the
VA headstones or markers received compared to
those received in previous years in the following
areas?

11

Are you aware of the Presidential Memorial
Certificate (PMC) Program?
O Yes
O No GO TO Q12

11a

IF YES, do you typically inform your clients
about the program?

Less than 1%
1% to 5%
6% to 10%
Over 10%

O Yes
O No
11b

IF YES, what types of problems have you
experienced? (Mark all that apply)
O
O
O
O
O
O

Very Satisfied
Somewhat Satisfied
Neither Satisfied nor Dissatisfied
Somewhat Dissatisfied
Very Dissatisfied

Excellent
Above Average
Average
Below Average
Extremely poor
Cut
O O O O O
Polish
O O O O O
Color
O O O O O
Finish
O O O O O
Depth of the inscription(Stone only) O O O O O
Overall Quality
O O O O O

O Yes
O No GO TO Q10
9a

How satisfied are you with the timeliness in
which problems have been corrected?
O
O
O
O
O

How would you prefer to be notified about the
delivery status of the marker, headstone or
medallion?
O
O
O
O
O

9

Less than 1 month
Between 1 and 2 months
Between 2 and 3 months
Between 3 and 4 months
Over 4 months

How satisfied are you with the amount of time it
takes to receive VA markers?
O
O
O
O
O

8

9c

Do you typically order the certificate(s) for your
client?
O Yes
O No

Broken/chipped headstones/markers
Typographical error(s)
Wrong information/symbol
Discoloration
Wrong type of headstone or marker
Other (Specify)_______________________

12

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

3

Very Satisfied
Somewhat Satisfied
Neither Satisfied nor Dissatisfied
Somewhat Dissatisfied
Very Dissatisfied

13

Do you have any additional comments concerning how the VA Memorial Programs Service could
improve its services and programs?

Thank you very much for taking the time to complete this questionnaire. PLEASE mail
this completed questionnaire in the postage-paid envelope as soon as possible. If you
have any questions about this research, you may call us at (855) 215-1023.
2013 VA Memorial Programs Service Survey
c/o ICF International
980 Beaver Creek Drive
Martinsville, VA 24112

4