Description of Changes

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Overview

NC NOK CSS
STVC NOK CSS

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Sheet 1: NC NOK CSS

2016 Survey Number	2016 Survey Question	2016 Response Options	Question Number on New Proposed 2020 Survey	Comment	New Question Number Proposed for 2020	Proposed 2020 Interment Ordering	Proposed 2020 Response Options
Have you visited a national cemetery in the past 12 months? No (STOP. You do not have to complete the rest of this questionnaire, but please return the questionnaire in the enclosed postage-paid envelope.) Yes (Continue on to the next question.)			Deleted	The survey can be answered by a Next-of-Kin so there is no need for screener.
1	Since the committal service, how many times have you visited the national cemetery where your loved one was interred?	1 – 3 4 – 6 7 – 9 10 or more None, I have not visited	Q47	Due to the pandemic some NOK may have a memorial service instead of a committal service. From this point forward, the change in an item due to the pandemic will be coded as a Covid Change. Q47. Since the committal or memorial service, how many times have you visited the national cemetery where your loved one was interred?	1	Are you aware of the Pre-Need Eligibility process to find out in advance if you are eligibile for burial in a VA national cemetery?	Yes No, Go to Q4
2	Your recently deceased loved one was your...	Spouse Parent Brother/Sister Son/Daughter (includes stepchildren) Other relative Friend	Deleted and Replaced Q52	This information is available in BOSS and is not needed on survey. Replaced demographic item: Q52. What is your age? Under 18 18 to 29 30 to 39 40 to 49 50 to 59 60 to 69 70 to 79 80 or over	2	Do you intend to apply?	Yes, I intend to apply. No, I do not plan to apply because I already know I am eligible for burial at a VA National Cemetery. No, I do not plan to apply but I think I am eligible for burial at a VA National Cemetery. No, I do not plan to apply because I already know that I am not eligible for burial at a VA National Cemetery. No, I do not plan to apply for a reason other than those specified in above options.
3	How far do you reside from the national cemetery?	Less than 15 miles 15 to 29 miles 30 to 44 miles 45 to 59 miles 60 to 75 miles Over 75 miles	Deleted and Replaced Q53	This information is available using the NOK address and does not need to be collected from NOK. Replaced demographics item: Q53. In what religious practice was the burial conducted? o Christian o Catholic o Muslim o Jewish o Buddhist o Hindu o Atheist o Agnostic o None o Other (specify)	3	If you applied, were you satisfied with the length of time it took to receive a certificate of approval?	Yes/No/Not applicable
4	Do the following factors limit the number of times you visit the national cemetery where your loved one is interred? (Please mark Yes or No for each item below.)	a. Distance to the national cemetery. . . b. Travel time to the national cemetery. c. Inconvenient location of the national cemetery (e.g., neighborhood, no direct route). . . . . . . . . . . . . . . . . . . . d. My access to transportation (private or public). . . . . . . . . . . . . . . . e. My health status (e.g., physical limitation or constraints) . . . . . . . . . . f. Other (please specify in General Comments, page 8). . . . . . . . . . . . . .	Q48	The options have been revised to allow a broader range of data to be collected by the use of a text response. Q48. Which of the following factors limit the number of times you visit the national cemetery where your loved one is interred? o Distance to the national cemetery o Access to transportation o Health status o Other: [open text box]	4	Prior to your time of need, were you aware of the benefits related to burial in a national cemetery?	Yes No  Go to Q6
5	Have you ever served on active duty in the U.S. armed forces, either in the regular military or a National Guard or reserve unit?	Yes/No	Deleted and Replaced Q9	This information is not used for an analysis and therefore deleted in the 2020 proposed survey. Covid Change Screener based on policy at time due to covid needed on survey to direct respondent to applicable items based on their experience. Q9. Did your loved one have a committal service? o Yes, at the time of interment. o No, there was not a committal service at time of interment due to the coronavirus pandemic, but a follow-up memorial service was conducted at a later date. o No, there was not a committal service at time of interment due to the coronavirus pandemic and there was not a follow-up memorial service at a later time. Go to Q19. o No, there was not a committal service for a reason other than the coronavirus pandemic. Go to Q19.	5	How did you learn of these benefits prior to your time of need? (Mark all that apply)	Family member/friend Pre-Need burial eligibility determination Funeral home Military discharge related materials Other Veteran/active duty member VA/NCA pamphlet, brochure, newsletter VA/NCA website VA/NCA social media Veterans service organization Other VA organization Local newspaper/news report Public events Professional/military association meetings
6	Prior to your time of need, to what extent were you aware of the benefits related to burial in a national cemetery?	Completely aware Somewhat aware Unaware (SKIP TO Q8)	Q4	The response options were changed to allow a dichotomous response. Q4. Prior to your time of need, were you aware of the benefits related to burial in a VA national cemetery? Yes No. Go to Q6.	6	Prior to the time of need, what is the BEST way for the VA national cemetery to convey information regarding benefits?	Email VA/NCA website VA/NCA social media (Facebook or Twitter) Newsletter/flyer Local newspaper/television news reports Public events (e.g., parades, speeches) Professional/military association meetings including Veteran Service Organizations Other (specify):
7	How did you learn of these benefits prior to your time of need? (Mark all that apply)	Family member/friend Funeral home Military discharge-related materials Other veteran/active duty member VA/NCA pamphlet, brochure, newsletter VA/NCA Web site VA/NCA social media (Facebook or Twitter) Veterans Service Organization (including State or County organizations) Other VA organization Local newspaper/television news reports Public events (e.g., parades, exhibits, speeches) Professional/military association meetings or conventions	Q5	Due to the availability of the pre-need eligibility determination, the response options were expanded to include pre-need eligibility determination. Q5. How did you learn of these benefits prior to your time of need? (Mark all that apply) o Family member/friend o Pre-Need burial eligibility determination o Funeral home o Military discharge related materials o Other Veteran/active duty member o VA/NCA pamphlet, brochure, newsletter o VA/NCA website o VA/NCA social media o Veterans Service Organization o Other VA organization o Local newspaper/news report o Public events o Professional/military association meetings	7	Did you or a family member personally schedule the interment through the National Cemetery Scheduling Office (1-800-535-1117)?	Yes No, a funeral director scheduled it on my behalf  Go to Q10 Don’t know  Go to Q10	move down to first question in committal section
8	Prior to the time of need, what is the BEST way for the national cemetery to convey information regarding benefits? (Mark only one)	E-mail VA/NCA Web site VA/NCA social media (Facebook or Twitter) Newsletter/flyer Local newspaper/television news reports Public events (e.g., parades, exhibits, speeches) Professional/military association meetings or conventions other	Q6	Q6. Prior to the time of need, what is the BEST way for the VA National Cemetery Association to convey information regarding benefits? (Please select only one option.) o E-mail o VA/NCA website o VA/NCA social media (Facebook or Twitter) o Newsletter/flyer o Local newspaper/television news reports o Public events (e.g., parades, speeches) o Professional/military association meetings including Veteran Service Organizations o Other (specify): [open text box]	8	How satisfied were you with the service you or your family member received from the National Cemetery Scheduling Office?	Very Satisfied Somewhat Satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied
9	To what extent were you informed of the details (e.g., length of service, use of committal shelters) related to the committal service prior to attending the service?	Very informed Somewhat informed Neither informed nor uninformed Somewhat uninformed Very uninformed	Q10	Q10. Prior to attending the service, to what extent were you informed of the details (e.g., length of service, use of committal shelters) related to the committal or memorial service? o Very informed o Somewhat informed o Neither informed nor uninformed o Somewhat uninformed o Very uninformed	Committal or Memorial Service
10	Overall, how satisfied are you with the information you were provided throughout your experiences with the national cemetery?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q40	To align with other items on the survey, the question was changed to a statement. Q40. Overall, I am satisfied with the information provided to me throughout my experience with the national cemetery.	9	Did your loved one have a committal service?	Yes, at the time of interment No, there was not a committal service at time of interment due to the pandemic but a follow-up memorial service was conducted at a later date. No, there was not a committal service at time of interment due to the pandemic and there was not a follow-up memorial service at a later time. GO TO Q16 No, there was not a committal service for a reason other than the pandemic. GO TO Q16
11	At the committal service, did your family have any of the following special needs or requests? (Mark all that apply)	Visit the gravesite View the burial Special music Special religious practices (e.g., blessing the gravesite) Additional seating at the committal service Handicapped accommodations No, my family did not have any special needs or requests (SKIP TO Q13)	Q11	To align with other items on the survey, the question was changed to a statement. Q11. At the service, did your family have any of the following special needs or requests?	10	Prior to attending the service, to what extent were you informed of the details (e.g., length of service, use of committal shelters) related to the committal or memorial service?	Very informed Somewhat informed Neither informed nor uninformed Somewhat uninformed Very uninformed
12	Was the cemetery able to accommodate these special needs or requests to your satisfaction?	Yes, completely Yes, somewhat No, and I understand why No, and I did not understand why	Q12	Item was changed to focus on the timing of the request. Q12. Was the cemetery able to accommodate the special needs or requests at the time of the service to your satisfaction?	11	At the service, did your family have any of the following special needs or requests?	Visit the gravesite View the burial Specific religious practices (e.g. blessing the gravesite) Specific cultural practice (e.g. spreading placement of earth/soil into the grave) Additional seating at the committal service Handicapped accommodations No, my family did not have any special needs or requests  Go to Q14
	If your loved one was NOT a veteran, please SKIP TO Q15.		Deleted and Replaced Q16	Item was not needed because it was contained within subsequent item. New 2020 interment proposed survey gathers data on the committal or memorial service. The following question is directed toward information which was on the previous survey in an indirect manner. Q16. Prior to the committal or memorial service for your loved one, did you view the NCA videos illustrating different service options at VA national cemeteries? o Yes, I viewed it online. o Yes, the funeral director provided it. o No. Go to Q19.	12	Was the cemetery able to accommodate the special needs or requests at the time of the service to your satisfaction?	Yes, completely Yes, somewhat No, and I understand why No, and I do not understand why Don't know/Not applicable
13	If your loved one was a veteran, did your family request military funeral honors?	Yes, and honors were provided Yes, but honors were not provided (SKIP TO Q15) No, did not request military funeral honors (SKIP TO Q15)	Deleted and Replaced Q17	Item was not needed because it was contained within subsequent item. Item added that reflects the new manner of communication of burial information. Q17. The video(s) helped me understand the burial process at the national cemetery. o Strongly Agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree	13	The committal shelter used for the committal or memorial service was private, clean, and free of safety hazards.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
14	How satisfied were you with the quality of the military funeral honors your loved one received?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q15	Item reworded to include screener and item in one. Q15. If your loved one received military funeral honors, how satisfied were you with the quality of the honors received?	14	Overall, how satisfied were you with the committal or memorial service at the national cemetery?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied
15	Overall, how satisfied were you with the committal service at the national cemetery?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q14	Covid change. Q14. Overall, how satisfied were you with the committal or memorial service at the VA national cemetery?	15	If your loved one received military funeral honors, how satisfied were you with the quality of the honors received?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied My loved one did not receive military funeral honors
16	Were the headstone, marker, or columbarium niche cover inscription options explained to you?	Yes No (SKIP TO Q20) Not sure/don’t know (SKIP TO Q20)	Q24	No change	16	Prior to the committal service for your loved one, did you view the NCA videos illustrating different service options at VA cemeteries?	Yes, I viewed it online Yes, the funeral director provided it No  Go to Q19
17	Which of the following inscription options were explained to you? (Mark all that apply)	Military service information (e.g., rank, service, valor awards) Emblems of belief (e.g., religious symbols) Terms of endearment (e.g., beloved father)	Deleted and Replaced Q18	Item added that reflects the new manner of communication of burial information. Q18. Was your experience at the national cemetery similar to the videos on service options you viewed? o Yes o No	17	The video(s) helped me understand the burial process at the national cemetery.	Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree
18	Did you feel you had sufficient time to make a decision on the headstone, marker, or columbarium niche cover inscription options?	Yes/ No	Q25	No change	18	Was your experience at the national cemetery similar to the videos on service options you viewed?	Yes/No
					19	Looking back at your overall experiences with the national cemetery, which items would you have liked more information about?	None, I was well informed Details of the committal service Military funeral honors Location of gravesite Layout of cemetery (maps) Directions to cemetery Presidential Memorial Certificate Floral policy Headstone or marker inscription options Timeline for placement of headstone/marker
19	Who explained headstone, marker, or columbarium niche cover inscription options to you?	National cemetery representative ONLY Funeral director ONLY BOTH the national cemetery representative and the funeral director NEITHER the national cemetery nor the funeral director	Deleted and Replaced Q19	Item added that reflects the new manner of communication of burial information. Q19. Looking back at your overall experience with the national cemetery, which items would you have liked more information about? o None, I was well informed o Details of the committal service o Military funeral honors o Location of gravesite o Layout of cemetery (maps) o Directions to cemetery o Presidential Memorial Certificate o Floral policy o Headstone or marker inscription options o Timeline for placement of headstone/marker		If your loved one was NOT a veteran, please go to Question 24.
20	How satisfied were you with the length of time it took for the permanent headstone, marker, or columbarium niche cover to be in place?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied Don’t know/the marker or headstone has not yet arrived (SKIP TO Q23)	Q26	No change	PRESIDENTIAL MEMORIAL CERTIFICATE, PMC
21	When the headstone, marker, or columbarium niche cover arrived, was the inscription accurate?	Yes No Don’t know	Q27	No change	A Presidential Memorial Certificate, referred to as a PMC, is a certificate signed by the President of the United States honoring the Veteran’s service. For more information about the PMC, or to order more copies, please visit our web page at www.cem.va.gov/pmc.asp.
22	Overall, how satisfied were you with the quality and appearance of the headstone, marker, or columbarium niche cover when it arrived?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q28	No Change	20	If your loved one was a Veteran, did you receive a PMC honoring the Veteran’s service?	Yes No GO TO Q23
	If your loved one was NOT a veteran, please SKIP TO Q24.		Deleted	This item is not needed because it is incorporated in the following item	21	Please indicate your level of agreement with the following statement: Receiving the PMC at the committal or memorial service rather than receiving it in the mail enhances the meaning of the recognition.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know
23	If your loved one was a veteran, did you receive a Presidential Memorial Certificate?	Yes/No	Q20	Q20. If your loved one was a Veteran, did you receive a Presidential Memorial Certificate (PMC) honoring the Veteran’s service?	22	How satisfied were you with the quality of the PMC?	Very Satisfied Satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied
24	Looking back at your overall experiences with the national cemetery, which items would you have liked more information about? (Mark all that apply)	None, I was well informed Details of the committal service Military funeral honors Location of gravesite Layout of cemetery (maps) Directions to cemetery Presidential Memorial Certificate Floral policy Headstone or marker inscription options Timeline for placement of headstone/ marker	Deleted and Replaced Q21	Item was deleted because of other items gathering responses to information needs. Items on PMC compliment the survey items and were added. Q21. Please indicate your level of agreement with the following statements: Receiving the PMC at the committal service rather than receiving it in the mail enhances the meaning of the recognition. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know	23	Please identify any issues that existed with the PMC that you received.	Not applicable No issues with quality Envelope was bent/torn Misspelled Name Poor print quality Other problem
25A	After the loss of your loved one... a. Did you need bereavement counseling or support?	Yes No Don’t know	Deleted and Replaced Q1, Q2, Q3, Q7, Q8	Items no longer include because focus of survey is on experience and not designed as a referral system for service recovery. New items added on Pre-Need Eligibility Q1. Are you aware of the Pre-Need Eligibility process to find out in advance if you are eligible for burial in a VA national cemetery? o Yes o No. Go to Q4. Q2. Do you intend to apply? o Yes, I intend to apply. o No, I do not plan to apply because I already know I am eligible for burial at a VA National Cemetery. o No, I do not plan to apply but I think I am eligible for burial at a VA National Cemetery. o No, I do not plan to apply because I already know that I am not eligible for burial at a VA National Cemetery. o No, I do not plan to apply for a reason other than those specified in the above options. Q3. If you applied, were you satisfied with the length of time it took to receive a certificate of approval? o Yes o No o Not applicable And items on Scheduling Office Q7. Did you or a family member personally schedule the interment through the National Cemetery Scheduling Office (1-800-535-1117)? o Yes o No, a funeral director scheduled it on my behalf. Go to Q9. o Don’t know. Go to Q10. Q8. How satisfied were you with the service you or your family member received from the National Cemetery Scheduling Office?	HEADSTONE, MAKERS, NICHE COVERS AND GROUNDS
25B	Did you seek bereavement counseling or support?	Yes No Don’t know			24	Were the headstone, marker, or columbarium niche cover inscription options explained to you?	Yes No Not sure/don't know
26	Have you contacted VA to find out if you are eligible for VA survivor benefits?	Yes No Don’t know			25	Did you feel you had sufficient time to make a decision on the headstone, marker, or columbarium niche cover inscription?	Yes/No
27	Are you eligible for VA survivor benefits?	Yes No Don’t know			26	How satisfied were you with the length of time it took for the permanent headstone, marker, or columbarium niche cover to be in place?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied Don’t know/the marker or headstone has not yet arrived  Go to Q30
28	If eligible, have you applied for VA survival benefits?	Yes No Don’t know			27	When the headstone, marker, or columbarium niche cover arrived, was the inscription accurate?	Yes/No/DK
29	Overall, what was the single biggest contributing factor to the decision to bury your loved one in a national cemetery? (Mark only one)	Honor the wishes of my loved one Recognition of military service Other family member also buried at national cemetery Location Affordability	Deleted and Replaced Q43	Items replaced by a series of items on national cemetery with state and tribal cemeteries. First item in series used as a screener: Q43. Have you visited a State or Tribal Veterans Cemetery? o Yes o No. Go to Q47.	28	Overall, how satisfied were you with the quality and appearance of the headstone, marker, or columbarium niche cover when it arrived?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied
30	What is your gender?	Male Female	Q49	Item changed based on OMB guidance. Q49. What is your sex?		Please indicate your level of agreement with the following statements.
31	Are you Hispanic or Latino?	Yes No	Q50	No change	29	The appearance of my loved one's gravesite/columbaria is excellent.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
32	What is your race? (Mark one or more)	White Black or African American American Indian or Alaskan Native Asian Native Hawaiian or other Pacific Islander	Q51	No change	30	The upkeep of the headstones, markers, or columbarium niche covers is excellent.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
	Please indicate your level of agreement with the following statements.				VISIT INFORMATION AND CEMETERY STAFF
33A	The maintenance of the cemetery grounds is excellent.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q39	Items changed to be more global in nature. Q39. The overall appearance of the national cemetery is excellent.	31	The information kiosks at the national cemetery (i.e., gravesite locators) are helpful to me.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33B	The upkeep of the headstones, markers, or columbarium niche covers is excellent	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q30	No Change	32	There are sufficient signs within the national cemetery to assist visitors.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33C	The maintenance of other landscape features (e.g., flowers,trees, shrubs) is excellent.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q44	Item deleted and information gathered in new Q39. Replaced with NC and STVC item comparison item: Q44. The honor of being interred at a State or Tribal Veterans Cemetery is equivalent to that of being interred at the VA national cemetery. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree	33	The national cemetery staff was courteous.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33D	The committal shelter used for the service was clean, free of safety hazards, and private	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q13	Covid Change Q13. The committal shelter used for the committal or memorial service was private, clean, and free of safety hazards.	34	The quality of service received from national cemetery staff is excellent.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33E	There is adequate handicap accessibility for visitors who need it.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q45	All applicable regulations followed for site. Replaced with NC and STVC item comparison item: Q45. Based on your visit(s), the quality of service at the State or Tribal Veterans Cemetery compares favorably to the VA national cemetery. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know/Not applicable	GLOBAL and RELY/TRUST
33F	The availability of restrooms is suitable to accommodate visitors on busy days	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q46	Focus of the survey allow for continuous improvement that cemetery staff have control over and implemented by staff. Replaced with NC and STVC item comparison item: Q46. Based on your visit(s), the appearance of the State or Tribal Veterans Cemetery compares favorably to the VA national cemetery. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know/Not applicable	35	The VA national cemetery honors all Veterans and their service to our nation.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33G	The cemetery honors all veterans and their service to our nation.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q35	No change	36	I am willing to rely on VA and the National Cemetery Administration to meet the burial needs of Veterans in the future.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33H	There are sufficient signs within the cemetery to assist visitors.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q32	No change	37	I am willing to rely on VA and the National Cemetery Administration to maintain national cemeteries as national shrines in the future.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33I	Parking at the cemetery is adequate to accommodate visitors on most days.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q22	Focus of the survey allow for continuous improvement that cemetery staff have control over and implemented by staff. Replaced items out of control of staff by PMC items: Q22. How satisfied were you with the quality of the PMC? o Very Satisfied o Somewhat satisfied o Satisfied o Neither satisfied nor dissatisfied o Somewhat dissatisfied o Very dissatisfied	38	I would recommend the national cemetery to Veteran families during their time of need.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33J	The cemetery’s roadways and intersections are safe and easily naviagted	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q23	Focus of the survey allow for continuous improvement that cemetery staff have control over and implemented by staff. Replaced items out of control of staff by PMC items: Q23. Please identify any issues that existed with the PMC that you received. o Not applicable o No issues with quality o Envelope was bent/torn o Misspelled name o Poor print quality o Other problem [open text box]	39	The overall appearance of the national cemetery is excellent.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33K	The quality of service received from cemetery staff is excellent. . . . .	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q34	Item enhanced and clarified by reference to national cemetery staff. Q34. The quality of service received from the national cemetery staff is excellent.	40	Overall, I am satisfied with the information provided to me throughout my experience with the national cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33L	The national cemetery staff was courteous.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q33	No Change	41	Overall, I am satisfied with my experience at the national cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33M	The national cemetery staff was professional in terms of being knowledgeable, helpful, and responsive.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted	Item deleted because the item references multiple attributes which causes a burden to respondent and an implied weighting of attribute for respondent.	42	My experience with the national cemetery exceeded my expectations.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33N	The national cemetery hours of operation meet my needs.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted	Some cemeteries offer access 24/7 so item is not applicable to all sites.	NATIONAL CEMETERY with STATE and TRIBAL CEMETERIES COMPARISIONS
33O	The appearance of my loved one’s gravesite/columbaria is excellent	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q29	Question format revised for focus on word appearance. Q29. The appearance of my loved one's gravesite/columbaria is excellent.	43	Have you visited a State or Tribal Veterans Cemetery?	Yes No  Go to Q47
33P	The information kiosks (i.e., gravesite locators) are helpful to me.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q31	No change	44	The honor of being interred at a State or Tribal Veterans Cemetery is equivalent to that of being interred at a VA national cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33Q	Public ceremonies and events at the cemetery promote a sense of patriotism and heritage.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted	Item captures similar information as item: The VA national cemetery honors all Veterans and their service to our nation.	45	Based on your visit(s), the quality of service at the State or Tribal Veterans Cemetery compares favorably to the VA national cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33R	The overall appearance of the national cemetery is excellent.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q39	No change	46	Based on your visit(s), the appearance of the State or Tribal Veterans Cemetery compares favorably to the VA national cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33S	Overall, I am satisfied with my experiences at the national cemetery.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q41	Item changed to the singular word experience given the global nature of the item. Q41. Overall, I am satisfied with my experience at the national cemetery.		BACKGROUND AND DEMOGRAPHICS
33T	I would recommend the cemetery to veteran families during their time of need.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q38	Item clarified by inserting word national before of cemetery. Q38. I would recommend the national cemetery to Veteran families during their time of need.	47	Since the committal service, how many times have you visited the national cemetery where your loved one was interred?	1-3 times 4-6 times 7-9 times 10 or more times None, I have not visited
33U	I am willing to rely on VA and the National Cemetery Administration to meet the burial needs of veterans in the future.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q36	No Change	48	Which of the following factors limit the number of times you visit the national cemetery where your loved one is interred?	Distance to the national cemetery Access to transportation Health status Open text box
33V	I am willing to rely on VA and the National Cemetery Administration to maintain national cemeteries as national shrines in the future.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q37	No Change	49	What is your sex?	Male/Female
33W	My experiences with the national cemetery exceeded my expectations.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q42	Item changed to the singular word experience given the global nature of the item. Q42. My experience with the national cemetery exceeded my expectations.	50	Are you Hispanic or Latino?	Yes/No
	General Comments: Please use this space to elaborate on any aspect of your experiences at the national cemetery you wish to share with us.		Q54	No Change	51	What is your race? (Mark one or more)	White Black or African American American Indian or Alaska Native Asian Native Hawaiian or other Pacific Islander
					52	What is your age?	Under 18 18 to 29 30 to 39 40 to 49 50 to 59 60 to 69 70 to 79 80 or over
					53	In what religious practice was the burial conducted?	Christian Catholic Muslim Jewish Buddhist Hindu Atheist Agnostic None Other (specify
					54	Please use this space to elaborate on any aspect of your experience at the VA national cemetery you wish to share with us. If your comment is in response to a specific question, please reference the question number.
						If you would like to be contacted by the cemetery, please write your name and contact information (address or telephone number):

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Sheet 2: STVC NOK CSS

2016 Survey Number	2016 Survey Question	2016 Response Options	Question Number on New Proposed 2020 Survey	Comment	New Question Number Proposed for 2020	Proposed 2020 Interment Ordering	Proposed 2020 Response Options
Have you visited a State or Tribal Veterans cemetery in the past 12 months? No (STOP. You do not have to complete the rest of this questionnaire, but please return the questionnaire in the enclosed postage-paid envelope.) Yes (Continue on to the next question.)			Deleted	The survey can be answered by a Next-of-Kin so there is no need for screener.
1	Since the committal service, how many times have you visited the national cemetery where your loved one was interred?	1 – 3 4 – 6 7 – 9 10 or more None, I have not visited	Q45	Due to the pandemic some NOK may have a memorial service instead of a committal service. From this point forward, the change in an item due to the pandemic will be coded as a Covid Change. Q47. Since the committal or memorial service, how many times have you visited the national cemetery where your loved one was interred?	1	Prior to the time of need, were you aware of the benefits related to burial in a State or Tribal Veterans Cemetery?	Yes No  Go to Q3
2	Your recently deceased loved one was your...	Spouse Parent Brother/Sister Son/Daughter (includes stepchildren) Other relative Friend	Deleted and Replaced Q50	This information is available in BOSS and is not needed on survey. Replaced with demographic item: Q50. In what year were you born? What is your age? Under 18 18 to 29 30 to 39 40 to 49 50 to 59 60 to 69 70 to 79 80 or over	2	How did you learn of these benefits prior to your time of need? (Mark all that apply)	Family member/friend Pre-need Burial Eligibility Determination Funeral home Military discharge-related materials Another Veteran/active duty member State or Tribal/VA/NCA pamphlet, brochure, newsletter State or Tribal/VA/NCA website State or Tribal/VA/NCA/ social media (Facebook or Twitter) Veterans Service Organization Other State, Tribal, or VA organization Local newspaper/television news report Public event (e.g., parades, speeches) Professional/military association meeting
3	How far do you reside from the state or tribal Veterans cemetery?	Less than 15 miles 15 to 29 miles 30 to 44 miles 45 to 59 miles 60 to 75 miles Over 75 miles	Deleted and Replaced Q51	This information is available using the NOK address and does not need to be collected from NOK. Replaced demographics item: Q51. In what religious practice was the burial conducted? o Christian o Catholic o Muslim o Jewish o Buddhist o Hindu o Atheist o Agnostic o None o Other	3	Prior to the time of need, what do you think is the BEST way for the State or Tribal Veterans Cemetery to convey information regarding benefits? (Select one)	E-mail State or Tribal/VA/NCA website State or Tribal/VA/NCA social media (Facebook or Twitter) Newsletter/flyer Local newspaper/television news reports Public events (e.g., parades, speeches) Professional/military association meetings Other
4	Do the following factors limit the number of times you visit the state or tribal Veterans cemetery where your loved one is interred? (Please mark Yes or No for each item below.)	a. Distance to the national cemetery. . . b. Travel time to the national cemetery. c. Inconvenient location of the national cemetery (e.g., neighborhood, no direct route). . . . . . . . . . . . . . . . . . . . d. My access to transportation (private or public). . . . . . . . . . . . . . . . e. My health status (e.g., physical limitation or constraints) . . . . . . . . . . f. Other (please specify in General Comments, page 8). . . . . . . . . . . . . .	Q46	The options have been revised and streamlined. Q46. Which of the following factors limit the number of times you visit the State or Tribal Veterans Cemetery where your loved one is interred? o Distance to the national cemetery o Access to transportation o Health status o Other	COMMITTAL OR MEMORIAL SERVICE
5	Have you ever served on active duty in the U.S. armed forces, either in the regular military or a National Guard or reserve unit?	Yes/No	Deleted and Replaced Q4	This information is not used for an analysis and therefore deleted in the 2020 proposed survey. Covid Change Screener based on policy at time due to covid needed on survey to direct respondent to applicable items based on their experience. Q4. Did your loved one have a committal service? o Yes, at the time of interment. o No, there was not a committal service at time of interment due to the coronavirus pandemic, but a follow-up memorial service was conducted at a later date. o No, there was not a committal service at time of interment due to the coronavirus pandemic and there was not a follow-up memorial service at a later time. Go to Q19. o No, there was not a committal service for a reason other than the coronavirus pandemic. Go to Q19.	4	Did your loved one have a committal service?	Yes, at the time of interment No, there was not a committal service at time of interment due to the pandemic but a follow-up memorial service was conducted at a later date. No, there was not a committal service at time of interment due to the pandemic and there was not a follow-up memorial service at a later time. GO TO Q11 No, there was not a committal service for a reason other than the pandemic. GO TO Q11
6	Prior to your time of need, to what extent were you aware of the benefits related to burial in a state or tribal Veterans cemetery?	Completely aware Somewhat aware Unaware (SKIP TO Q8)	Q1	The response options were changed to allow a dichotomous response. Q1. Prior to your time of need, were you aware of the benefits related to burial in a State or Tribal Veterans Cemetery? Yes No. Go to Q3.	5	Prior to attending the service, to what extent were you informed of the details (e.g., length of service, use of committal shelters) related to the committal service prior to attending the service?	Very informed Somewhat informed Neither informed nor uninformed Somewhat informed Very uninformed
7	How did you learn of these benefits prior to your time of need? (Mark all that apply)	o Family member/friend o Funeral home o Military discharge-related materials o Other veteran/active duty member o State or tribal/VA/NCA pamphlet, brochure, newsletter o State or tribal/VA/NCA Web site o State or tribal/VA/NCA social media (Facebook or Twitter) o Veterans Service Organization o Other state, tribal, or VA organization o Local newspaper/television news reports o Public events (e.g., parades, speeches) o Professional/military association meetings	Q2	Due to the availability of the pre-need eligibility determination, the response options were expanded to include pre-need eligibility determination. Q2. Prior to your time of need, how did you learn of these benefits? (Mark all that apply) Family member/friend Pre-need Burial Eligibility Determination Funeral home Military discharge-related materials Another Veteran/active duty member State or Tribal/VA/NCA pamphlet, brochure, newsletter State or Tribal/VA/NCA website State or Tribal/VA/NCA/ social media (Facebook or Twitter) Veterans Service Organization Other State, Tribal, or VA organization Local newspaper/television news report Public event (e.g., parades, speeches) Professional/military association meeting	6	At the service, did your family have any of the following special needs or requests? (Mark all that apply)	Visit the gravesite View the burial Specific religious practices (e.g. blessing the gravesite) Specific cultural practice (e.g. spreading placement of earth/soil into the grave) Additional Seating at the committal service Handicapped accommodations No, my family did not have any special needs or requests Go to Q8
8	Prior to the time of need, what is the BEST way for the State or Tribal Veterans Cemetery to convey information regarding benefits? (Mark only one)	E-mail o State or tribal/VA/NCA Web site o State or tribal/VA/NCA social media (Facebook or Twitter) o Newsletter/flyer o Local newspaper/television news reports o Public events (e.g., parades, speeches) o Professional/military association meetings o Other	Q3	Q3. Prior to the time of need, what is the BEST way for the State or Tribal Veterans Cemetery to convey information regarding benefits? email oState or tribal/VA/NCA Web site o State or tribal/VA/NCA social media (Facebook or Twitter) o Newsletter/flyer o Local newspaper/television news reports o Public events (e.g., parades, speeches) o Professional/military association meetings oOther	7	Was the cemetery able to accommodate these special needs or requests to your satisfaction?	Yes, completely Yes, somewhat No, and I understand why No, and I do not understand why
9	To what extent were you informed of the details (e.g., length of service, use of committal shelters) related to the committal service prior to attending the service?	Very informed Somewhat informed Neither informed nor uninformed Somewhat uninformed Very uninformed	Q5	Q5. Prior to attending the service, to what extent were you informed of the details (e.g., length of service, use of committal shelters) related to the committal or memorial service? o Very informed o Somewhat informed o Neither informed nor uninformed o Somewhat uninformed o Very uninformed	8	The committal shelter used for the committal or memorial service was private, clean, and free of safety hazards.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
10	Overall, how satisfied are you with the information you were provided throughout your experiences with the state or tribal Veterans cemetery?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q14	Q14. Looking back at your overall experience with the State or Tribal Veterans Cemetery, which items would you have liked more information about? o None, I was well informed o Details of the committal service o Military funeral honors o Location of gravesite o Layout of cemetery (maps)	9	Overall, how satisfied were you with the committal or memorial service at the VA State or Tribal Veterans Cemetery?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied
11	At the committal service, did your family have any of the following special needs or requests? (Mark all that apply)	Visit the gravesite View the burial Special music Special religious practices (e.g., blessing the gravesite) Additional seating at the committal service Handicapped accommodations No, my family did not have any special needs or requests (SKIP TO Q13)	Q6	To align with other items on the survey, the question was changed to a statement. Q6. At the service, did your family have any of the following special needs or requests?	10	If your loved one received military funeral honors, how satisfied were you with the quality of the honors received?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied My loved one did not receive military funeral honors Not applicable
12	Was the cemetery able to accommodate these special needs or requests to your satisfaction?	Yes, completely Yes, somewhat No, and I understand why No, and I did not understand why	Q7	Item was changed to focus on the timing of the request. Q7. Was the cemetery able to accommodate the special needs or requests at the time of the service to your satisfaction?	11	Prior to the committal or memorial service for your loved one, did you view the NCA videos illustrating different service options at State and Tribal Veterans Cemeteries?	Yes, I viewed it online Yes, the funeral director provided it No  go to Q15
	If your loved one was NOT a veteran, please SKIP TO Q16.		Deleted and Replaced	Item was not needed because it was contained within subsequent item. New 2020 interment proposed survey gathers data on the committal or memorial service. The following question is directed toward information which was on the previous survey in an indirect manner.	12	Please indicate your level of agreement with the following statement: The video(s) helped me understand the burial process at the State or Tribal Veterans Cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree
13	Did the funeral home provide you with adequate information on military honors?	Yes No	Deleted and Replaced Q11	Item was not needed because it was contained within subsequent item. Item added that reflects the new manner of communication of burial information. Q11. Prior to the committal or memorial service for your loved one, did you view the NCA videos illustrating different service options at the State or Tribal Veterans Cemetery? o Yes, I viewed it online. o Yes, the funeral director provided it. o No. Go to Q14.	13	Was your experience at the State or Tribal Veterans Cemetery similar to the videos on service options you viewed?	Yes No
14	If your loved one was a veteran, did your family request military funeral honors?	Yes, and honors were provided o Yes, but honors were not provided o (SKIP TO Q16) o No, did not request military funeral honors o (SKIP TO Q16)	Q10	Item reworded to include screener and item in one. The NA option is available. Q10. If your loved one received military funeral honors, how satisfied were you with the quality of the honors received? o Very satisfied o Somewhat satisfied o Neither satisfied nor dissatisfied o Somewhat dissatisfied o Very dissatisfied o My loved one did not receive military funeral honors o Not applicable	14	Looking back at your overall experiences with the State or Tribal Veterans Cemetery, which items would you have liked more information about? (Mark all that apply)	o None, I was well informed o Details of the committal or memorial service o Military funeral honors o Location of gravesite o Layout of cemetery (maps) o Directions to cemetery o Presidential Memorial Certificate o Floral policy o Headstone or marker inscription options o Timeline for placement of headstone/marker
15	How satisfied were you with the quality of the military funeral honors your loved one received?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q12	Q12. The video(s) helped me understand the burial process at the State or Tribal Veterans Cemetery. o Strongly Agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree	If your loved one was NOT a veteran, please go to Question 19.
16	Overall, how satisfied were you with the committal service at the state or tribal Veterans cemetery?	Very satisfied o Somewhat satisfied o Neither satisfied nor dissatisfied o Somewhat dissatisfied o Very dissatisfied	Q9	Covid Change Q9. Overall, how satisfied were you with the committal or memorial service at the VA State or Tribal Veterans Cemetery? o Very satisfied o Somewhat satisfied o Neither satisfied nor dissatisfied o Somewhat dissatisfied o Very dissatisfied	PRESIDENTIAL MEMORIAL CERTIFICATE, PMC
17	Were the headstone, marker, or columbarium niche cover inscription options explained to you?	Yes o No (SKIP TO Q21) o Not sure/don’t know (SKIP TO Q21)	Q19	No change to question but skip pattern eliminated because subsequent questions were deleted, o Yes o No o Not sure/Don't know	A Presidential Memorial Certificate referred to as a PMC is a certificate signed by the President of the United States honoring the Veteran’s service. For more information about the PMC, or to order more copies, please visit our web page at www.cem.va.gov/pmc.asp.
18	Which of the following inscription options were explained to you? (Mark all that apply)	Military service information (e.g., rank, service, valor awards) Emblems of belief (e.g., religious symbols) Terms of endearment (e.g., beloved father)	Deleted and Replaced Q13	Item added that reflects the new manner of communication of burial information. Q13. Was your experience at the State or Tribal Veterans Cemetery similar to the videos on service options you viewed? o Yes o No	15	If your loved one was a Veteran; did you receive a PMC honoring the Veteran’s service?	Yes No, GO TO 19
19	Did you feel you had sufficient time to make a decision on the headstone, marker, or columbarium niche cover inscription options?	Yes/ No	Q20	No change to question but additional response option added. o Yes o No o Not sure/Don't know	16	Please indicate your level of agreement with the following statement: Receiving the PMC at the committal or memorial service rather than receiving it in the mail enhances the meaning of the recognition.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know
20	Who explained headstone, marker, or columbarium niche cover inscription options to you?	State or tribal Veterans cemetery representative ONLY o Funeral director ONLY o BOTH the state or tribal Veterans cemetery representative and the funeral director o NEITHER the state or tribal Veterans cemetery nor the funeral director	Deleted and Replaced Q14	Item added that reflects the new manner of communication of burial information. Q14. Looking back at your overall experience with the State or Tribal Veterans Cemetery, which items would you have liked more information about? o None, I was well informed o Details of the committal service o Military funeral honors o Location of gravesite o Layout of cemetery (maps) o Directions to cemetery o Presidential Memorial Certificate o Floral policy o Headstone or marker inscription options o Timeline for placement of headstone/marker	17	Please identify any issues that existed with the PMC that you received.	Not applicable No issues with quality Envelope was bent/torn Misspelled Name Poor print quality Other problem
21	How satisfied were you with the length of time it took for the permanent headstone, marker, or columbarium niche cover to be in place?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied Don’t know/the marker or headstone has not yet arrived (SKIP TO Q23)	Q21	No change	18	How satisfied were you with the quality of the PMC?	o Very Satisfied o Somewhat satisfied o Satisfied o Neither satisfied nor dissatisfied o Somewhat dissatisfied o Very dissatisfied o
22	When the headstone, marker, or columbarium niche cover arrived, was the inscription accurate?	Yes No Don’t know	Q22	No change	HEADSTONE, MAKERS, NICHE COVERS AND GROUNDS
23	Overall, how satisfied were you with the quality and appearance of the headstone, marker, or columbarium niche cover when it arrived?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q23	No Change	19	Were the headstone, marker, or columbarium niche cover inscription options explained to you?	Yes No Not sure/don't know
	If your loved one was NOT a veteran, please SKIP TO Q24.		Deleted	If your loved one was NOT a veteran, please go to Question 19.	20	Did you feel you had sufficient time to make a decision on the headstone, marker, or columbarium niche cover inscription?	Yes No
24	If your loved one was a veteran, did you receive a Presidential Memorial Certificate?	Yes/No	Q15	Q15. If your loved one was a Veteran, did you receive a Presidential Memorial Certificate (PMC) honoring the Veteran’s service? o Yes o No. Go to Q19.	21	How satisfied were you with the length of time it took for the permanent headstone, marker, or columbarium niche cover to be in place?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied Don’t know/the marker or headstone has not yet arrived  Go to Q25
25	Looking back at your overall experiences with the national cemetery, which items would you have liked more information about? (Mark all that apply)	None, I was well informed Details of the committal service Military funeral honors Location of gravesite Layout of cemetery (maps) Directions to cemetery Presidential Memorial Certificate Floral policy Headstone or marker inscription options Timeline for placement of headstone/ marker	Deleted and Replaced Q16	Item was deleted because of other items gathering responses to information needs. Items on PMC compliment the survey items and were added. Q16. Please indicate your level of agreement with the following statements: Receiving the PMC at the committal or memorial service rather than receiving it in the mail enhances the meaning of the recognition. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know	22	When the headstone, marker, or columbarium niche cover arrived, was the inscription accurate?	Yes No Don't know
26A	After the loss of your loved one... a. Did you need bereavement counseling or support?	Yes No Don’t know	Deleted and Replaced Q17, Q18, Q40, Q41	Items no longer include because focus of survey is on experience and not designed as a referral system for service recovery. Q17. How satisfied were you with the quality of the PMC? o Very Satisfied o Somewhat satisfied o Satisfied o Neither satisfied nor dissatisfied o Somewhat dissatisfied o Very dissatisfied Q18. Please identify any issues that existed with the PMC that you received. o Not applicable o No issues with quality o Envelope was bent/torn o Misspelled name o Poor print quality o Other problem [open text box] Q40. Please indicate your level of agreement with the following statement: If I had been able, I would have chosen to inter my loved one at a VA national cemetery rather than the State or Tribal Veterans Cemetery. o Strongly agree o Agree o Neither agree nor disagree Go TO Q42 o Disagree Go To Q42 o Strongly disagree Go to Q42 o Don't know/Not applicable Q41. Please choose any of the following reasons to describe why you would have preferred interment in a VA national cemetery rather than a State or Tribal Veterans Cemetery. (Mark all that apply) o My loved one wanted to be interred in a VA national cemetery. Other family members are interred in a VA national cemetery. Others recommended the VA national cemetery. o There is no cost to inter my loved one at a national cemetery. o A national cemetery is more prestigious than a State or Tribal Veterans Cemetery. o The appearance and quality of service at a national cemetery is superior to the appearance and quality of service at a State or Tribal Veterans Cemetery. o Other (specify):	23	Overall, how satisfied were you with the quality and appearance of the headstone, marker, or columbarium niche cover when it arrived?	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied
26B	Did you seek bereavement counseling or support?	Yes No Don’t know			24	The appearance of my loved one's gravesite/columbaria is excellent.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
27	Have you contacted VA to find out if you are eligible for VA survivor benefits?	Yes No Don’t know			25	The upkeep of the headstones, markers, or columbarium niche covers is excellent.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
28	Are you eligible for VA survivor benefits?	Yes No Don’t know			VISIT INFO. AND CEMETERY STAFF
29	If eligible, have you applied for VA survival benefits?	Yes No Don’t know			26	The information kiosks (i.e., gravesite locators) at the State or Tribal Veterans Cemetery are helpful to me.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
30	Overall, what was the single biggest contributing factor to the decision to bury your loved one in a state or tribal Veterans cemetery? (Mark only one)	Honor the wishes of my loved one Recognition of military service Other family member also buried at national cemetery Location Affordability	Deleted and Replaced Q39	Item reworded Q39. Please choose any of the following reasons to describe why you selected the State or Tribal Veterans Cemetery for your loved one’s interment. (Mark all that apply) o My loved one wanted to be interred here. Other family members are interred here. o The appearance and quality of service at the State or Tribal Veterans Cemetery honors my loved one's o military service. o The State or Tribal Veterans Cemetery is close and easy to get to. Others recommended the State or Tribal Veterans Cemetery. o The cost was reasonable to inter my loved one. o There is no VA national cemetery conveniently available for the interment of my loved one. o Other	27	There are sufficient signs within the State or Tribal Veterans Cemetery to assist visitors.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
31	What is your gender?	Male Female	Q47	Item changed based on OMB guidance. Q47. What is your sex? Male Female	28	The State or Tribal Veterans Cemetery staff is courteous.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
32	Are you Hispanic or Latino?	Yes No	Q48	No change	29	The quality of service received from the State or Tribal Veterans Cemetery staff is excellent.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
33	What is your race? (Mark one or more)	White Black or African American American Indian or Alaskan Native Asian Native Hawaiian or other Pacific Islander	Q49	No change	GLOBAL and RELY/TRUST
	Please indicate your level of agreement with the following statements.				State or Tribal Veterans Cemeteries are complements to VA’s national cemeteries. State or Tribal Veterans Cemeteries, operated by State or Tribal organizations, are expected to be maintained and operated in a way befitting a national shrine, as are VA’s national cemeteries operated by the Federal Government. Your answers to these questions will help us determine how well we are doing that.
34A	The maintenance of the cemetery grounds is excellent.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted	Deleted	30	The State or Tribal Veterans Cemetery honors all Veterans and their service to our nation.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34B	The upkeep of the headstones, markers, or columbarium niche covers is excellent	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q25	No Change	31	I am willing to rely on the State and Tribal Veterans Cemetery to meet the burial needs of Veterans in the future.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34C	The maintenance of other landscape features (e.g., flowers,trees, shrubs) is excellent.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q38	Item deleted and information gathered in new Q39. Replaced with NC and STVC item comparison item: Q38. The honor of being interred at a State or Tribal Veterans Cemetery is equivalent to that of being interred at the VA national cemetery. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree	32	I am willing to rely on State or Tribal governments to maintain State or Tribal Veterans Cemeteries as national shrines in the future.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34D	The committal shelter used for the service was clean, free of safety hazards, and private	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q8	Covid Change Q8. The committal shelter used for the committal or memorial service was private, clean, and free of safety hazards.	33	I would recommend the State or Tribal Veterans Cemetery to Veteran families during their time of need.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34E	There is adequate handicap accessibility for visitors who need it.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q43	All applicable regulations followed for site. Replaced with NC and STVC item comparison item: Q43. Based on your visit(s), the quality of service at the State or Tribal Veterans Cemetery compares favorably to the VA national cemetery. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know/Not applicable	34	The overall appearance of the State or Tribal Veterans Cemetery is excellent.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34F	The availability of restrooms is suitable to accommodate visitors on busy days	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q44	Focus of the survey allow for continuous improvement that cemetery staff have control over and implemented by staff. Replaced with NC and STVC item comparison item: Q44. Based on your visit(s), the appearance of the State or Tribal Veterans Cemetery compares favorably to the VA national cemetery. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know/Not applicable	35	Overall, I am satisfied with the information provided to me throughout my experience with the State or Tribal Veterans Cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34G	The cemetery honors all veterans and their service to our nation.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q30	Q30. The State or Tribal Veterans Cemetery honors all Veterans and their service to our nation. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don’t know/Not applicable	36	Overall, I am satisfied with my experience at the State or Tribal Veterans Cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34H	There are sufficient signs within the cemetery to assist visitors.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q27	Q27. There are sufficient signs within the State or Tribal Veterans Cemetery to assist visitors. Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don’t know/Not applicable	37	My experience with the State or Tribal Veterans Cemetery exceeded my expectations.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34I	Parking at the cemetery is adequate to accommodate visitors on most days.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q35	Focus of the survey allow for continuous improvement that cemetery staff have control over and implemented by staff. Items replaced is a global rating, Q35. Overall, I am satisfied with the information provided to me throughout my experience with the State or Tribal Veterans Cemetery. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know/Not applicable	38	The honor of being interred at a State or Tribal Veterans Cemetery is equivalent to that of being interred at a VA national cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34J	The cemetery’s roadways and intersections are safe and easily naviagted	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted and Replaced Q42	Item replaced with a screener for the series of questions that ask respondent to compare State or Tribal Veterans Cemetery with a VA national cemetery. Q42. Have you visited a VA national cemetery?	STATE OR TRIBAL VETERANS CEMETERIES
34K	The quality of service received from cemetery staff is excellent. . . . .	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q29	Item enhanced and clarified by reference to national cemetery staff. Q29. The quality of service received from the State or Tribal Veterans Cemetery staff is excellent. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know/Not applicable	39	Please choose any of the following reasons to describe why you selected the State or Tribal Veterans Cemetery for your loved one’s interment. (Mark all that apply)	My loved one wanted to be interred here. Other family members are interred here. The appearance and quality of service at the State or Tribal Veterans Cemetery honors my loved one's military service. The State or Tribal Veterans Cemetery is close and easy to get to. Others recommended the State or Tribal Veterans Cemetery. The cost was reasonable to inter my loved one. There is no VA national cemetery conveniently available for the interment of my loved one. Other
34L	The state or tribal Veterans cemetery staff was courteous.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q28	No Change	40	Please indicate your level of agreement with the following statement: If I had been able, I would have chosen to inter my loved one at a VA national cemetery rather than the State or Tribal Veterans Cemetery.	o Strongly agree o Agree o Neither agree nor disagree Go TO Q42 o Disagree Go To Q42 o Strongly disagree Go to Q42 o Don't know/Not applicable
34M	The state or tribal Veterans cemetery staff was professional in terms of being knowledgeable, helpful, and responsive.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted	Item deleted because the item references multiple attributes which causes a burden to respondent and an implied weighting of attribute for respondent.	41	Please choose any of the following reasons to describe why you would have preferred interment in a VA national cemetery rather than a State or Tribal Veterans Cemetery. (Mark all that apply)	My loved one wanted to be interred in a VA national cemetery. Other family members are interred in a VA national cemetery. Others recommended the VA national cemetery. There is no cost to inter my loved one at a national cemetery. A national cemetery is more prestigious than a State or Tribal Veterans Cemetery. The appearance and quality of service at a national cemetery is superior to the appearance and quality of service at a State or Tribal Veterans Cemetery. Other
34N	The state or tribal Veterans cemetery hours of operation meet my needs.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted	Some cemeteries offer access 24/7 so item is not applicable to all sites.	NATIONAL CEMETERY with STATE and TRIBAL CEMETERIES COMPARISIONS
34O	The appearance of my loved one’s gravesite/columbaria is excellent	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q24	Question format revised for focus on word appearance. Q24. The appearance of my loved one's gravesite/columbaria is excellent.	42	Have you visited a VA national cemetery?	Yes No  Go to Q45
34P	The information kiosks (i.e., gravesite locators) are helpful to me.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q26	No change	43	Please indicate your level of agreement with the following statement. Based on your visit(s), the quality of service at the State or Tribal Veterans Cemetery compares favorably to the VA national cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34Q	Public ceremonies and events at the cemetery promote a sense of patriotism and heritage.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Deleted	Item removed	44	Based on your visit(s), the quality of service at the State or Tribal Veterans Cemetery compares favorably to the VA national cemetery.	Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Don't know/Not applicable
34R	The overall appearance of the state or tribal Veterans cemetery is excellent.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q34	No change	BACKGROUND AND DEMOGRAPHICS
34S	Overall, I am satisfied with my experiences at the state or tribal Veterans cemetery.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q36	Item changed to the singular word experience given the global nature of the item. Q36. Overall, I am satisfied with my experience at the State or Tribal Veterans Cemetery.	45	Since the committal service, how many times have you visited the State or Tribal Veterans Cemetery where your loved one was interred?	1-3 times 4-6 times 7-9 times 10 or more times None, I have not visited
34T	I would recommend the cemetery to veteran families during their time of need.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q33	Q33. I would recommend the State or Tribal Veterans Cemetery to Veteran families during their time of need. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know/Not applicable	46	Which of the following factors limit the number of times you visit the State or Tribal Veterans Cemetery where your loved one is interred? (Mark all that apply)	Distance to the national cemetery Access to transportation Health status Other
34U	I am willing to rely on state or tribal Veterans cemetery to meet the burial needs of Veterans in the future.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q31	No Change	47	What is your sex?	Male Female
34V	I am willing to rely on the state or tribal Veterans Cemetery to maintain these cemeteries as shrines in the future.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q32	Q32. I am willing to rely on State or Tribal Veterans Cemetery governments to maintain State or Tribal Veterans Cemetery as national shrines in the future. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know/Not applicable	48	Are you Hispanic or Latino?	Yes No
34W	My experiences with the state or tribal Veterans cemetery exceeded my expectations.	Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied	Q37	Item changed to the singular word experience given the global nature of the item. Q37. My experience with the State or Tribal Veterans Cemetery exceeded my expectations. o Strongly agree o Agree o Neither agree nor disagree o Disagree o Strongly disagree o Don't know/Not applicable	49	What is your race? (Mark one or more)	White Black or African American American Indian or Alaska Native Asian Native Hawaiian or other Pacific Islander
	General Comments: Please use this space to elaborate on any aspect of your experiences at the state or tribal Veterans cemetery you wish to share with us. Note: If you would like to be contacted by the cemetery, please write your name and contact information (address or telephone number):		Q52	Q52. Please use this space to elaborate on any aspect of your experience at the national cemetery you wish to share with us. If your comment is in response to a specific question, please reference the question number.	50	What is your age?	Under 18 18 to 29 30 to 39 40 to 49 50 to 59 60 to 69 70 to 79 80 or over
					51	In what religious practice was the burial conducted?	Christian Catholic Muslim Jewish Buddist Hindu Atheist Agnostic None, Other
					52	Please use this space to elaborate on any aspect of your experience at the State or Tribal Veterans Cemetery you wish to share with us. If your comment is in response to a specific question, please reference the question number.
						If you would like to be contacted by the cemetery, please write your name and contact information (address or telephone number):