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U.S. DEPARTMENT OF VETERANS AFFAIRS
NATIONAL CEMETERY ADMINISTRATION
STATE, TRIBAL OR TERRITORIAL VETERANS 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/STVC2025) or by using the enclosed paper copy in this mailing. To access the survey online, 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
NATIONAL CEMETERY ADMINISTRATION
293997-3
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SEE MARKING INSTRUCTIONS ON THE COVER.
Correct Mark
Please complete this survey based on your
experiences at the state, tribal or territorial VA-funded
Veterans cemetery where your loved one was interred.
4.
Choosing a State, Tribal or Territorial Veterans
Cemetery / Cemetery Support and Interaction / NCA Videos
1. Why did you choose to inter your loved one in
a state, tribal or territorial Veterans cemetery?
(Mark all that apply)
My loved one wanted to be interred in a state,
tribal or territorial Veterans 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.
Prior
to your time of need, were you aware of
the benefits related to burial in a state, tribal or
territorial Veterans cemetery?
Yes
No
3.
GO TO QUESTION #4
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/State/Cemetery pamphlet, newsletter,
brochure
VA/NCA/State/Cemetery website
Other VA Organization
Professional/military association meetings
Local news
VA/NCA/State/Cemetery public service
announcement/advertisement
VA/NCA/State/Cemetery social media
(Facebook or X, formerly known as Twitter)
Other (specify): ________________________
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rior to the time of need, what is the BEST
.P
way for the state, tribal or territorial Veterans
cemetery to convey information regarding
benefits? (Mark only one)
E-mail
Newsletter/flyer
Local newspaper/television news reports
VA/NCA/State/Cemetery 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)
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 state, tribal
or territorial Veterans 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
7.
. ow satisfied were you with the available dates
H
and times offered for the scheduling of your
committal service?
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
8. .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
SEE MARKING INSTRUCTIONS ON THE COVER.
Correct Mark
9. Prior to the service for your loved one, did
you view the NCA videos illustrating different
committal service options at state, tribal or
territorial Veterans cemeteries?
Y
es, the Funeral Director provided it
Yes, but it was not provided by the Funeral
Director
No GO TO QUESTION #12
10. The video(s) helped me understand the
burial process at the state, tribal or territorial
Veterans cemetery.
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
11. Was your experience at the cemetery similar to
the video on service options you viewed?
Yes
No
12. At the committal service, did your family have
any of the following special needs or requests?
(Mark all that apply)
Visit the grave
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 specific needs
or requests GO TO QUESTION #14
13. Was the cemetery able to accommodate these
special needs or requests to your satisfaction?
es, completely
Y
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.
trongly agree
S
Agree
Neither agree nor disagree
Disagree
Strongly disagree
Incorrect Marks
15. If your loved one received military funeral
honors, how satisfied were you with the
honors received?
M
y 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 state, tribal or
territorial Veterans cemetery?
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
17. How many times have you visited the cemetery
where your loved one was interred?
1-3
4-6
7-9
10 or more
None. I have not visited
18. How far do you reside from the 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 state, tribal or territorial
Veterans cemetery where your loved one is
interred? (Mark all that apply)
istance to the cemetery
D
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 state, tribal or territorial
Veterans 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. Looking
back at your overall experiences with
the state, tribal or territorial Veterans 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 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 state, tribal or territorial
Veterans cemetery you would like to share
with NCA.
______________________________________
______________________________________
______________________________________
______________________________________
25. 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 #28
26. 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
Don’t know/Haven’t seen
27. When
the headstone, marker, or columbarium
niche cover arrived, was the inscription
accurate?
Yes
No
Don’t know/Haven’t seen
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 #31
28. Did
you receive a certificate signed by the
President of the United States honoring the
Veteran’s service?
Headstones, Markers or Columbarium Niche
Covers
Y
es
No GO TO QUESTION #31
Don’t know GO TO QUESTION #31
23. Were the inscription options for the
headstone, marker, or columbarium niche
cover explained to you?
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
Yes
No
Not sure/Don’t know
24. Did
you feel you had sufficient time to make
a decision on the headstone, marker, or
columbarium niche cover inscription?
29. How
satisfied were you with the quality of the
certificate signed by the President of the United
States honoring the Veteran’s service?
Yes
No
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Very satisfied GO TO QUESTION #31
Somewhat satisfied GO TO QUESTION #31
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
SEE MARKING INSTRUCTIONS ON THE COVER.
Correct Mark
30. 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): ________________________
31. 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 #35
No. This is the first I have heard of it GO TO
QUESTION #35
32.
How easy was the VLM site to navigate?
Very easy
Easy
Neither easy nor difficult
Difficult
Very difficult
Incorrect Marks
36. 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/State/Cemetery pamphlet, newsletter,
brochure
VA/NCA/State/Cemetery website
Other VA organization
Professional/military association meetings
Local news
VA/NCA/State/Cemetery public service
announcement/advertisement
VA/NCA/State/Cemetery social media
(Facebook or X, formerly known as Twitter)
Other (specify): ______________________
37. Have you applied for Pre-Need Eligibility?
Yes
No
GO TO QUESTION #39
33. Have
you added content to a Veteran page on
the VLM site? (Mark all that apply)
38. Were you satisfied with the length of time it
took to receive a certificate of eligibility?
34. How did you become aware of the Veterans
.Legacy Memorial website? (Mark all that apply)
39. 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?
Yes
No. The content submission process was too
difficult
No. I’m not comfortable sharing content on a
Veteran’s page
No. Other (specify): ____________________
Yes
No
Have not received yet
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/State/Cemetery 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
35. Are you aware of the NCA Pre-Need Eligibility
process?
Yes
No
GO TO QUESTION #39
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Strong
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Agree
Disagre
Strong
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For the following series of statements
please indicate your level of agreement.
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Incorrect Marks
Neithe
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nor dis agree
agree
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SEE MARKING INSTRUCTIONS ON THE COVER.
40. The upkeep of the headstones, markers, or columbarium niche
covers is excellent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
41. There are sufficient signs within the state, tribal or territorial
Veterans cemetery to assist visitors . . . . . . . . . . . . . . . . . . . . . . . .
42. The quality of service received from the state, tribal or territorial
Veterans cemetery staff is excellent . . . . . . . . . . . . . . . . . . . . . . . .
43. The state, tribal or territorial Veterans cemetery staff was
courteous . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
44. The state, tribal or territorial Veterans cemetery staff was
professional in terms of being knowledgeable, helpful, and
responsive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
45. The appearance of my loved one’s gravesite/columbarium is
excellent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
46. The information kiosks (i.e., gravesite locators) are helpful to me.
47. The overall appearance of the state, tribal or territorial Veterans
cemetery is excellent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
48. Overall, I am satisfied with my experience at the state, tribal or
territorial Veterans cemetery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
49. The state, tribal or territorial Veterans cemetery honors all
Veterans and their service to our nation . . . . . . . . . . . . . . . . . . . . .
50. I would recommend the state, tribal or territorial Veterans
cemetery to Veteran families during their time of need . . . . . . . . .
51. I trust the state, tribal or territorial Veterans cemetery to meet the
burial needs of Veterans in the future . . . . . . . . . . . . . . . . . . . . . . .
52. I trust the state, tribal or territorial governments to maintain their
cemeteries as national shrines in the future . . . . . . . . . . . . . . . . .
53.
My experiences with the state, tribal or territorial Veterans
cemetery exceeded my expectations . . . . . . . . . . . . . . . . . . . . . . .
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State, tribal or territorial Veterans cemeteries are
complements to VA’s national cemeteries that 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.
54. H
ad I been able, I would have chosen
to inter my loved one at a VA national
cemetery rather than the state, tribal
or territorial Veterans cemetery.
Strongly agree
Agree
Neither agree nor disagree GO TO
QUESTION #56
Disagree GO TO QUESTION #56
Strongly disagree GO TO QUESTION #56
55. Please
choose any of the following reasons
to describe why you would have preferred
interment in a VA national cemetery rather
than a state, tribal or territorial 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, tribal or territorial Veterans
cemetery
The appearance and quality of service
at a national cemetery is superior to the
appearance and quality of service at a
state, tribal or territorial Veterans cemetery
Other (specify): ______________________
56. Have you visited a VA national cemetery?
Yes
No GO TO QUESTION #59
Don’t know/Not applicable GO TO
QUESTION #59
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
Incorrect Marks
58. Based on your visit, the quality of service at the
state, tribal or territorial Veterans cemetery
compares favorably to the VA national cemetery.
trongly agree
S
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
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
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 your
personal information confidential and secure.
61. Was your loved one your...
Spouse
Partner
Parent
Child
Other relative
Not a relative
62. Are you a Veteran?
Yes
No
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GO TO QUESTION #64
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SEE MARKING INSTRUCTIONS ON THE COVER.
Correct Mark
63. Are
you a Veteran married/partnered to a
Veteran?
Incorrect Marks
69. What is your race and/or ethnicity?
(Mark all that apply)
Yes
No
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.
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.
Asian
For example, Chinese, Asian Indian, Filipino,
Vietnamese, Korean, Japanese, etc.
64. What is your sex?
Female
Male
Black or African American
For example, African American, Jamaican,
Haitian, Nigerian, Ethiopian, Somali, etc.
65. Was your loved one female or male?
Female
Male
Hispanic or Latino
For example, Mexican, Puerto Rican,
Salvadoran, Cuban, Dominican,
Guatemalan, etc.
66. What language do you mainly speak at
home?
English
Spanish
Chinese
Tagalog
Vietnamese
Arabic
Some other language (specify): ________
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.
White
For example, English, German, Irish, Italian,
Polish, Scottish, etc.
70. Have you or your loved one used any other
VA Benefits? (Mark all that apply)
67. In what year were you born?
___ ___ ___
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): ______________________
___
68. 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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Incorrect Marks
71. Please use this space to elaborate on any additional aspects of your experience at the state,
tribal or territorial Veterans cemetery you would like to share with the NCA.
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
72. 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 | 2024-09-12 |