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U.S. DEPARTMENT OF VETERANS AFFAIRS
NATIONAL CEMETERY ADMINISTRATION
NATIONAL CEMETERIES:
2025 NEXT OF KIN/FAMILY MEMBER SATISFACTION SURVEY
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 this collection of information is
estimated to average 20 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.
The survey will take about 20 minutes to complete. Please read each question carefully before making
your response. You may complete the survey on-line using the link address noted on the cover letter
(https://bit.ly/NCE2025) or by using the enclosed paper copy in this mailing. To access the survey on-line,
enter your unique survey ID code ([MasterID]) on the main screen.
Marking Instructions
• Use pencil or pen. Make heavy dark marks that fill the circles completely. If you wish
to change an answer, erase cleanly (pencil) or put an “X” over the incorrect response
(pen).
• Fill in one answer circle for each question unless it states “Mark all that apply.”
• When you are finished, please place the questionnaire in the enclosed postage-paid
envelope and put it in the mail.
Correct Mark
Incorrect Marks
If you have any questions or concerns, please contact the Survey Help Line at 1-833-231-7069
or email VistraResearch@ConsultVistra.com.
BARCODE
< MasterID >
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SEE MARKING INSTRUCTIONS ON THE COVER.
Correct Mark
Please complete this survey based on your
experiences at the VA national cemetery where your
loved one was interred.
4.
Choosing a VA National Cemetery / National
Cemetery Support and Interaction / NCA Videos
1.
Why did you choose to inter your loved one
in a VA national cemetery? (Mark all that apply)
My loved one wanted to be interred in a
national cemetery
My loved one wanted to be close to other
relatives or friends already buried in the
cemetery
The cemetery location will make it easy to
visit my loved one’s gravesite
It was a more affordable burial option
The cemetery’s reputation in the local
Veteran community
It was recommended by a VA outreach
officer and/or at a VA outreach event
.It was recommended by the funeral director
It was recommended by someone I trust
(e.g., friend, relative, Veterans Service
Officer, etc.)
Other (specify): _____________________
2.
3.
Not applicable: Funeral Director not used
Funeral Director provided information about
VA burial benefits for Veterans
Funeral Director provided information about
VA memorial benefits for Veterans
No, the Funeral Director did not provide
information about either VA burial or memorial
benefits
6.
.Was a committal service held at the national
cemetery for your loved one?
Yes, and I was involved in planning it
Yes, but I was not involved in planning it
GO TO QUESTION #14
No, the committal service was not held
GO TO QUESTION #17
Don’t know/Can’t recall GO TO
QUESTION #17
GO TO QUESTION #4
7.
How
did you learn of these benefits prior to
your time of need? (Mark all that apply)
Family member/friends
Funeral home
Military discharge related materials
Other Veteran/Active-duty member
Pre-Need Burial Eligibility Determination
Veterans Service Organization
VA/NCA pamphlet, newsletter, brochure
VA/NCA website
Other VA organization
Professional/military association meetings
Local news
VA/NCA public service announcement/
advertisement
VA/NCA social media (Facebook or X, formerly
known as Twitter)
Other (specify): ______________________
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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
Newsletter/flyer
Local newspaper/television news reports
VA/NCA social media (Facebook or X, formerly
known as Twitter)
Professional/military association meetings
Other (specify): __________________________
5. Did
the funeral director provide information
about burial and memorial benefits available
for Veterans? (Mark all that apply)
Prior
to your time of need, were you aware
of the benefits related to burial in a national
cemetery?
Yes
No
Incorrect Marks
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How
satisfied were you with NCA’s available
dates and times offered for the scheduling of
your committal service?
8.
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
what extent were you informed of the
To
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
SEE MARKING INSTRUCTIONS ON THE COVER.
9.
Correct Mark
Prior
to the service for your loved one, did
you view the NCA videos illustrating different
committal service options at VA national
cemeteries?
Yes, the Funeral Director provided it
Yes, but it was not provided by the Funeral
Director
No GO TO QUESTION #12
10. The videos helped me understand the burial
process at the national cemetery.
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
11. Was
your experience at the national cemetery
similar to the video on service options you
viewed?
Yes
No
15. If your loved one received military funeral
honors, how satisfied were you with the quality
of the honors received?
My loved one did not receive military funeral
honors
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
16. Overall,
how satisfied were you with the
committal service at the national cemetery?
13. Was the cemetery able to accommodate these
special needs or requests to your satisfaction?
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
1-3
4-6
7-9
10 or more
None. I have not visited
18. 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
More than 75 miles
19. Do
any of the following factors limit the number
of times you visit the national cemetery where
your loved one is interred? (Mark all that apply)
Yes, completely
Yes, somewhat
No, and I understand why
No, and I did not understand why
14. The
committal shelter used for the service was
private, clean, and free of safety hazards.
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
17. How many times have you visited the national
cemetery where your loved one was interred?
12. 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 religious practices (e.g., blessing the
gravesite)
Special cultural practices (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 QUESTION #14
Incorrect Marks
Distance to the national cemetery
Access to transportation
Health status
Other (specify): ______________________
None of these factors limit my visits
20. Overall, how satisfied were you with the
information provided throughout your
experience with the national cemetery?
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Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
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SEE MARKING INSTRUCTIONS ON THE COVER.
Correct Mark
21. L
ooking 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
Floral policy
Military funeral honors
Headstone or marker inscription options
Location of gravesite
Certificate signed by the President of the
.United States honoring the Veteran’s service
Layout of the cemetery (Maps)
Timeline of the replacement of headstone/
marker
Directions to cemetery
Other (specify): ______________________
22. Please
add any comments regarding
information about the process or support you
received from the cemetery you would like to
share with NCA.
______________________________________
27. How
satisfied were you with the amount of time
it took for the permanent headstone, marker, or
columbarium niche cover to be placed?
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 QUESTION #30
28. O
verall, 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
Don’t know/Haven’t seen
29. When
the headstone, marker, or columbarium
niche cover arrived, was the inscription
accurate?
Yes
No
Don’t know/Haven’t seen
______________________________________
______________________________________
National Cemetery Scheduling Office Experience
23. D
id 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. GO TO
QUESTION #25
Don’t know GO TO QUESTION #25
24. How satisfied were you with the services you or
your family member received from the National
Cemetery Scheduling Office?
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
Headstones, Markers or Columbarium Niche Covers
25. Were
the inscription options for the headstone,
marker, or columbarium niche cover explained
to you?
Yes
No
Not sure/Don’t know
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26. Did you feel you had sufficient time to make
a decision on the headstone, marker, or
columbarium niche cover inscription?
Yes
No
.______________________________________
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The Presidential Memorial Certificate, the
Veterans Legacy Memorial, and the NCA
Pre-Need Eligibility Registration Process
If your loved one was NOT a Veteran, please go to
Question #33
30. Did you receive a certificate signed by
the President of the United States honoring
the Veteran’s service?
Yes
No GO TO QUESTION #33
Don’t know
GO TO QUESTION #33
For information about the Presidential Memorial Certificate
(the certificate signed by the President of the United States
honoring the Veteran’s service) or to order more copies,
please visit our website at www.cem.va.gov/pmc.asp
31. How satisfied were you with the quality of the
certificate signed by the President of the United
States honoring the Veteran’s service?
Very satisfied GO TO QUESTION #33
Somewhat satisfied GO TO QUESTION #33
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
SEE MARKING INSTRUCTIONS ON THE COVER.
Correct Mark
32. Why were you not satisfied with the quality
of .the certificate signed by the President of
the .United States honoring the Veteran’s
service? (Mark all that apply)
Envelope was bent/torn
Name was misspelled
Poor print quality
Other (specify): ______________________
33. Are you aware of the Veterans Legacy Memorial
(VLM) website www.vlm.cem.va.gov?
Yes, and I have visited the site
Yes, but I have not visited the site GO TO
QUESTION #37
No. This is the first I have heard of it GO TO
QUESTION #37
34. How easy was the VLM site to navigate?
Very easy
Easy
Neither easy nor difficult
Difficult
Very difficult
35. Have
you added content to a Veteran page on
the VLM site? (Mark all that apply)
Yes
No. The content submission process was too
difficult
No. I’m not comfortable sharing content on a
Veteran’s page
No. Other (specify): ____________________
36. How did you become aware of the Veterans
Legacy Memorial website? (Mark all that
apply)
News Article
Social Media
Email or Text from VA about VLM
Email from VLM that Veteran’s VLM Page has
been created
VLM QR Code
Cemetery Staff
Funeral Director
End of Life Caregiver
NCA/VA Event
Veteran Service Organization
Word of Mouth from family, friends, co-workers, etc.
Other (specify): ________________________
I was not previously aware of the Veterans
Legacy Memorial platform
Incorrect Marks
38. How did you first become aware of the
Pre-Need opportunity? (Mark only one)
Family member/friends
Funeral home
Military discharge related materials
Other Veteran/Active-duty member
Pre-Need Burial Eligibility Determination
Veterans Service Organization
VA/NCA pamphlet, newsletter, brochure
VA/NCA website
Other VA organization
Professional/military association meetings
Local news
VA/NCA public service announcement/
advertisement
VA/NCA social media (Facebook or X, formerly
known as Twitter)
Other (specify): ______________________
39. Have
you applied for Pre-Need Eligibility?
Yes
No GO TO QUESTION #41
40. Were you satisfied with the length of time
it took to receive a certificate of eligibility?
Yes
No
Have not received yet
41. Do you have any additional comments on
the .headstone, marker or niche cover, the
.Presidential Memorial Certificate, the Veterans
Legacy Memorial or the NCA Pre-Need
Eligibility process?
37. Are you aware of the NCA Pre-Need Eligibility
process?
Yes
No GO TO QUESTION #41
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Don’t
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Not ap ow/
plicab
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Agree
Strong
ly
disagre
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Strong
For the following series of statements
please indicate your level of agreement.
Disagre
e
Incorrect Marks
Neithe
r
nor dis agree
agree
Correct Mark
ly agre
e
SEE MARKING INSTRUCTIONS ON THE COVER.
42. The upkeep of the headstones, markers, or columbarium niche
covers is excellent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
43. There are sufficient signs within the national cemetery to assist
visitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
44. The quality of service received from national cemetery staff is
excellent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
45. The national cemetery staff was courteous . . . . . . . . . . . . . . . . . .
46. The national cemetery staff was professional in terms of being
knowledgeable, helpful, and responsive . . . . . . . . . . . . . . . . . . . . .
47. The appearance of my loved one’s gravesite/columbarium is
excellent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
48. The information kiosks (i.e., gravesite locators) are helpful to me.
49. The overall appearance of the national cemetery is excellent . . .
50. Overall, I am satisfied with my experience at the national
cemetery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
51. The national cemetery honors all Veterans and their service to
our nation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
52. I would recommend the national cemetery to Veteran families
during their time of need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
53. I trust VA and the National Cemetery Administration to meet the
burial needs of Veterans in the future. . . . . . . . . . . . . . . . . . . . . . .
54. I trust VA and the National Cemetery Administration to maintain
national cemeteries as national shrines in the future . . . . . . . . . .
55.
My experiences with the national cemetery exceeded my
expectations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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SEE MARKING INSTRUCTIONS ON THE COVER.
Correct Mark
Incorrect Marks
56. Have
you visited a state, tribal or territorial
Veterans cemetery?
Yes
No GO TO QUESTION #59
Don’t know/Not applicable GO TO
QUESTION #59
62. Did your funeral service provider offer an
option to livestream one or more parts
of your loved one’s funeral or committal
activities?
57. Based on your visit, the appearance of the
state, tribal or territorial Veterans cemetery
compares favorably to the VA national
cemetery.
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
63. Which of the following livestream activities
were offered by the provider? (Mark all that
apply)
58. Based on your visit, the quality of service at
the state, tribal or territorial Veterans cemetery
compares favorably to the VA national
cemetery.
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
59. The honor of being interred at a state, tribal
or territorial 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
Yes
No
GO TO QUESTION #64
Activities at the funeral home
Activities at a place of worship or other
gathering space
Committal service at the national cemetery
64. D
id your family livestream your loved one’s
committal service at the national cemetery?
Yes
No
GO TO QUESTION #68
65. Who provided the livestream service?
Funeral service provider
Third-party vendor
I did it myself
Family member or friend
Other party
66. Did your family create or receive a digital
copy for sharing and repeat viewing as part
of the livestream service?
Yes
No
Don’t know
67. Did your family pay for the livestream
service?
Yes
No
Don’t know
60. Are
you aware of the PACT Act (The Sergeant
First Class Heath Robinson Honoring our
Promise to Address Comprehensive Toxics
Act) and the expanded eligibility of VA health
care for Veterans with toxic exposure?
Yes
No
Don’t know what this is
Opportunity to Livestream the Committal Service
61. Was
your family interested in livestreaming one
or more parts of your loved one’s funeral or
committal activities?
Yes
No
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< MasterID >
SEE MARKING INSTRUCTIONS ON THE COVER.
Correct Mark
Incorrect Marks
Demographics Disclaimer Statement:
Although responding to the following question(s)
is voluntary, VA strongly encourages you to provide
as much data and information as possible. Your
responses will not be connected to you as an
individual. These responses will help improve
customer experience, approved research, and the
quality of care and services for all Veterans. They
will not be used to update your customer profile or
other demographics found in any of your VA records.
VA follows strict security and privacy practices and
adheres to VA’s data ethics standards to keep secure.
73. What language do you mainly speak at home?
68. Was your loved one your......
75. What is your race and/or ethnicity?
(Mark all that apply)
Spouse
Partner
Parent
Child
Other relative
Not a relative
English
Spanish
Chinese
Tagalog
Vietnamese
Arabic
Some other language (specify): ________
74. In what year were you born?
___ ___ ___
___
American Indian or Alaska Native
For example, Navajo Nation, Blackfeet Tribe
of the Blackfeet Indian Reservation of
Montana, Native Village of Barrow
Inupiat Traditional Government, Nome
Eskimo Community, Aztec, Maya, etc.
Asian
For example, Chinese, Asian Indian, Filipino,
Vietnamese, Korean, Japanese, etc.
69. Are you a Veteran?
Yes
No GO TO QUESTION #71
Black or African American
For example, African American, Jamaican,
Haitian, Nigerian, Ethiopian, Somali, etc.
70. Are you a Veteran married/partnered to a
Veteran?
Yes
No
Hispanic or Latino
For example, Mexican, Puerto Rican,
Salvadoran, Cuban, Dominican, Guatemalan, etc.
Please note: Veterans who are married to
Veterans are entitled to individual gravesite
and headstone/marker/medallion benefits.
Visit www.va.gov/burials-memorials/eligibility/
for more information.
Middle Eastern or North African
For example, Lebanese, Iranian, Egyptian,
Syrian, Iraqi, Israeli, etc.
Native Hawaiian or Pacific Islander
For example, Native Hawaiian, Samoan,
Chamorro, Tongan, Fijian, Marshallese, etc.
71. What is your sex?
Female
Male
White
For example, English, German, Irish, Italian,
Polish, Scottish, etc.
72. Was your loved one female or male?
Female
Male
< MasterID >
76. In what belief tradition was the burial conducted?
Christian
Catholic
Muslim
Jewish
Buddhist
Hindu
Atheist
Agnostic
None
Other (specify): _______________________
Choose not to answer
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SEE MARKING INSTRUCTIONS ON THE COVER.
Correct Mark
77. Have you or your loved one used any other VA
Benefits? (Mark all that apply)
Have not used other VA benefits
Bereavement Counseling
Dependency and Indemnity Compensation
(DIC)
Housebound Allowance
Aid and Attendance
VA Life Insurance
Pension
Education benefits
Other (specify): _______________________
78. Please use this space to elaborate on any
additional aspects of your experience you
would like to share with the NCA.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Incorrect Marks
79. Are you willing to participate in a Focus Group
discussion?
No
Yes If you are interested in participating in a
focus group discussion to assist the National
Cemetery Administration with improving
its quality of service to Veterans and their
families, please complete the information
below:
In what way would you be willing to participate
in the focus group? (Mark all that apply)
Online
By phone
In person at a focus group facility
Name: ______________________________
Phone Number: _______________________
Email: _______________________________
Your participation will have no impact on your
VA benefits.
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Thank you very much for taking the time to complete this questionnaire.
PLEASE mail this completed questionnaire in the enclosed pre-paid envelope as soon as possible.
If you misplaced the pre-paid envelope, you may mail the completed survey to the following address using
your own envelope:
NATIONAL CEMETERY ADMINISTRATION
PO BOX 510570
LIVONIA, MI 48151-9807
If you have any questions about this research, please contact the Survey Help Line at 1-833-231-7069
or email VistraResearch@ConsultVistra.com.
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| File Type | application/pdf |
| File Modified | 2025-02-19 |
| File Created | 2024-09-05 |