About
Customer experience is the product of interactions between an organization and a customer over the duration of their relationship. VA measures these interactions through Ease, Effectiveness, and Emotion—all of which impact overall Trust the customer has in the organization.
Veteran trust in VA has been measured since 2016. The VA-wide trust score is compiled by surveying randomly selected Veterans with recent interactions with VA products and services.
| Quarter | Trust | Ease | Effectiveness | Emotion |
|---|---|---|---|---|
| FY2016 Q2 | 55.0 | 61.0 | 72.0 | 63.0 |
| FY2016 Q3 | 59.0 | 65.0 | 74.0 | 67.0 |
| FY2016 Q4 | 60.0 | 66.0 | 75.0 | 68.0 |
| FY2017 Q1 | 61.0 | 66.0 | 75.0 | 68.0 |
| FY2017 Q2 | 65.0 | 64.0 | 74.0 | 68.0 |
| FY2017 Q3 | 66.0 | 65.0 | 75.0 | 68.0 |
| FY2017 Q4 | 69.0 | 67.0 | 76.0 | 70.0 |
| FY2018 Q1 | 68.7 | 67.3 | 76.2 | 70.1 |
| FY2018 Q2 | 70.2 | 68.7 | 77.3 | 71.5 |
| FY2018 Q3 | 69.3 | 67.3 | 76.6 | 70.5 |
| FY2018 Q4 | 70.4 | 68.1 | 76.8 | 71.0 |
| FY2019 Q1 | 72.6 | 69.5 | 78.4 | 72.8 |
| FY2019 Q2 | 71.6 | 69.0 | 77.4 | 72.1 |
| FY2019 Q3 | 72.1 | 69.0 | 77.2 | 72.2 |
| FY2019 Q4 | 72.3 | 70.7 | 75.4 | 72.7 |
| FY2020 Q1 | 73.7 | 71.4 | 75.7 | 73.3 |
| FY2020 Q2 | 80.2 | 74.2 | 77.3 | 76.7 |
| FY2020 Q3 | 76.7 | 69.4 | 74.2 | 72.8 |
| FY2020 Q4 | 79.0 | 71.0 | 75.5 | 74.3 |
| FY2021 Q1 | 79.1 | 71.0 | 75.8 | 74.1 |
| FY2021 Q2 | 79.2 | 74.2 | 79.1 | 76.2 |
| FY2021 Q3 | 78.2 | 72.2 | 76.8 | 74.5 |
| FY2021 Q4 | 75.8 | 70.1 | 75.1 | 72.6 |
| FY2022 Q1 | 78.8 | 73.0 | 77.9 | 75.8 |
| FY2022 Q2 | 77.5 | 72.3 | 77.0 | 74.9 |
| FY2022 Q3 | 76.3 | 70.7 | 75.2 | 72.8 |
| FY2022 Q4 | 77.3 | 71.3 | 75.8 | 73.9 |
| FY2023 Q1 | 77.3 | 71.8 | 76.6 | 74.0 |
| FY2023 Q2 | 79.2 | 74.1 | 78.7 | 76.4 |
| FY2023 Q3 | 78.9 | 73.7 | 78.2 | 76.2 |
| FY2023 Q4 | 79.3 | 74.0 | 78.8 | 76.7 |
| FY2024 Q1 | 79.1 | 74.3 | 79.3 | 77.0 |
| FY2024 Q2 | 80.4 | 75.9 | 80.5 | 78.4 |
| FY2024 Q3 | 80.2 | 75.4 | 79.9 | 78.0 |
| FY2024 Q4 | 80.2 | 75.9 | 80.3 | 78.2 |
| Quarter | Trust | Ease | Effectiveness | Emotion |
Trust Defined
| Metric | Definition |
|---|---|
| Veteran Trust in VA | Percentage of respondents to the VA quarterly trust survey agreeing or strongly agreeing to the question, “I trust VA to fulfill our country’s commitment to Veterans.” |
| Ease | Percentage of respondents to the VA quarterly trust survey agreeing or strongly agreeing to the question, “It was easy to get the care or service I needed.” |
| Effectiveness | Percentage of respondents to the VA quarterly trust survey agreeing or strongly agreeing to the question, "I got the care or service I needed." |
| Emotion | Percentage of respondents to the VA quarterly trust survey agreeing or strongly agreeing to the question, "I feel like a valued customer." |
| Metric | Definition |
Your Feedback Matters
Improving access to VA resources starts with listening to the voice of the Veteran community, then using feedback to design VA customer experiences that are easy, effective, and delivered with empathy. To date, Veterans have returned more than 15 million digital surveys. This feedback enhances how VA provides care, benefits, and services.
Learn more about Veteran trust in VA and why it matters on the VA Trust website.
