Board of Veterans' Appeals Voice of the Veteran Appellant Satisfaction Surveys

Currently, the Board collects customer satisfaction on a very limited basis. Surveys are distributed after the hearing is conducted relying on respondents to mail in the postcard. The survey card only measures the appellant's satisfaction with the hearing process and response rates are low. The Board will benefit from obtaining direct feedback from Veterans regarding their experience with the Board with either the hearing or non-hearing experience. Specifically, the Veterans' feedback will provide the Board three key benefits: 1) identify what is most important to Veterans in determining their satisfaction with both the hearing and non-hearing process; 2) determine what to do to improve experience; and 3) serve to guide training and/or operational activities aimed at enhancing the quality of service provided to Veterans.

The latest form for Board of Veterans' Appeals Voice of the Veteran Appellant Satisfaction Surveys expires 2020-10-31 and can be found here.