Education Servicing Survey

VA_Surv7_EducSvc_5.26.16_v7 5/26/16 12:51 PM Page 1

Education
Servicing Satisfaction
MARKING INSTRUCTIONS
Please fill the response oval completely
and print clearly.

USE BLACK OR BLUE INK
(NO RED) to complete the survey.

CORRECT:

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INCORRECT:

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OMB Control No. 2900-0782

Throughout the questionnaire, you may be asked to skip certain questions that may not apply to you.

Benefit Information
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 BENEFIT PROGRAMS.

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3.

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Online (e.g., benefits.va.gov/GIBill, eBenefits.va.gov,
VA website, etc.)
Social media websites (e.g., Facebook, Twitter, etc.)
Mail (from VA)
In person with a VA representative (e.g., School Certifying
Official, VA medical center, VA Vet Center, etc.)
Transition Assistance Program/Disabled Transition Assistance
Program briefings
Veterans Service Organizations (e.g., Amer. Legion, DAV,
VFW, PVA, MOPH, etc.) (Please specify): _____________________

Other Veterans
Other Servicemembers
Friends or family
Military recruiter
School recruiter
Other (Please specify): ________________________________
Don’t know or not sure

What method(s) do you MOST FREQUENTLY use to obtain general information about VA’s education benefits or services? (MARK ALL THAT APPLY)

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Online (e.g., benefits.va.gov/GIBill, eBenefits.va.gov, VA
website, etc.)
Social media websites (e.g., Facebook, Twitter, etc.)
Phone
Mail
E-mail
In person with a VA representative (e.g., School Certifying
Official, VA medical center, VA Vet Center, etc.)
Veterans Service Organizations (e.g., Amer. Legion, DAV,
VFW, PVA, MOPH, etc.) (Please specify): _____________________

Friends or family
Other Veterans and Servicemembers
Other (Please specify): ________________________________
Don’t know or not sure
None of the above

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)

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Weekly
Monthly

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Quarterly (every 3 months)
Semi-annually (twice per year)

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Annually (once per year)
Never

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Don’t know or not sure

© 2016 J.D. Power and Associates. All Rights Reserved.

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VA_Surv7_EducSvc_5.26.16_v7 5/26/16 12:51 PM Page 2

Benefit Information (Continued)
4.

How would you like to receive information from VA about education benefits or services? (MARK ALL THAT APPLY)

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Phone
Mail
E-mail
eBenefits.va.gov
benefits.va.gov/GIBill

In person with a VA representative
Veterans Service Organizations (e.g., Amer. Legion, DAV,
VFW, PVA, MOPH, etc.) (Please specify): ______________
Other (Please specify): __________________________________
Don’t know or not sure

Social media websites (e.g., Facebook, Twitter, etc.)

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.

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)
Unacceptable
Average
Outstanding

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¡
1

a.

Ease of accessing information

b.

Availability of information

c.

Clarity of information

d.

Usefulness of information

e.

Frequency of information provided by VA

f.

Overall rating of information

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2

£
£
£
£
£
£
3

¢
¢
¢
¢
¢
¢
4

∞
∞
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∞
∞
∞
5

§
§
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§
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¶
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•
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•
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ª
9

‚
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10

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N/A
NA
NA
NA
NA
NA

Benefit Entitlement
6.

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? (MARK ONLY ONE)

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7.

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Yes

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No

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Not applicable

Don’t know or not sure

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? (MARK ONLY ONE)
Yes

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No

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Not applicable

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.
Unacceptable
Average
Outstanding
Please rate your education benefit payment
1

on the following items: (MARK ONLY ONE PER ROW)
a.

Amount of financial assistance

b.

Effectiveness of benefit in helping you achieve your
educational or vocational goal

c.

Timeliness of receiving benefit payment

d.

Overall rating of benefit payment

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£
£
£
£

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¢
¢
¢
¢

5

∞
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•
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10

N/A

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NA

NA

NA

Overall Experience with Benefit Program
9.

Thinking about ALL aspects of your experience with your 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)
Unacceptable
Average
Outstanding
1

2

3

4

5

6

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9

10

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Overall Experience with VA
10.

Taking into consideration all of the non-medical benefits (e.g., education, compensation, 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)

Unacceptable
1

2

Average
3

4

5

Outstanding
6

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9

10

¡ ™ £ ¢ ∞ § ¶ • ª ‚
11.

Now think about your experiences with all the services provided by the Department of Veterans Affairs (which include
healthcare, benefits programs, or memorial services). Please tell us how you feel about the following statements.
(MARK ONLY ONE PER STATEMENT)

Strongly
Disagree
a.
b.
c.
d.
12.

Disagree

Neutral

Agree

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£
£
£
£

¢
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I got the service I needed
It was easy to get the service I needed
I felt like a valued customer
I trust VA to fulfill our country’s commitment to Veterans

Strongly
Agree

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Do you have any other comments or concerns about your experience?
__________________________________________________________________________________________________________
__________________________________________________________________________________________________________
__________________________________________________________________________________________________________
__________________________________________________________________________________________________________

School Marketing/Recruiter
How did the marketing materials or recruiter at the school/university you are enrolled at influence your decision to enroll in
that program? (MARK ONLY ONE)

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15.

16.

Definitely did not influence my decision

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Somewhat influenced my decision

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Absolutely influenced my decision

To what degree was your experience consistent with what was presented to you in any marketing materials or by a
recruiter? (MARK ONLY ONE)

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Not at all consistent

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Somewhat consistent

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Very consistent

Was your experience with the program you enrolled in... (MARK ONLY ONE)
Harder than you expected

What you expected

Easier than you expected

Do you have any comments you would like to add regarding the marketing efforts or recruiter from the school/university
you enrolled in?
__________________________________________________________________________________________________________
__________________________________________________________________________________________________________
__________________________________________________________________________________________________________
__________________________________________________________________________________________________________

THANK YOU FOR TAKING THE TIME TO PARTICIPATE IN THIS IMPORTANT STUDY.

Please return to: J.D. Power and Associates Survey Processing Center
P.O. Box 510030 • Livonia, MI 48151-9907
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© 2016 J.D. Power and Associates. All Rights Reserved. 7

234332/0216/7

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