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Veterans’ Affairs Client Satisfaction Survey 2024
From 6 June to 30 June 2024, the independent research company PublicVoice contacted a random selection of Veterans’ Affairs’ clients by telephone to ask for their feedback on a range of topics. This survey is carried out each year.
The survey measures veterans’ satisfaction with our performance. This information helps us to report on whether we are meeting our target of 90 percent satisfaction with case management and Veterans' Independence Programme services. It also measures veterans’ awareness and knowledge of the Code of Veterans’ and other Claimant's Rights, and their general satisfaction with Veterans’ Affairs.
The overall results show:
97% of veterans were satisfied with the service they received from Veterans’ Affairs (up 2% from the previous year).
95% were satisfied with their case managers' ability to listen to and address their concerns (up 2% from the previous period).
90% were satisfied with the ease of being able to contact their case manager (up 4% from the previous period).
The survey also shows the areas that we need to work on:
69% were satisfied with the application processing time (up 2% from the previous year).
82% were satisfied with how they were kept up-to-date with the status of their application and the time it took to process the application (up 15% from the previous year)
You can read more results from the survey on our website:
