VA Customer Experience
By deeply understanding our Veterans and their families, VA’s Veterans Experience Office (VEO) designs with—and for—our community to enable VA to deliver exceptional products and services that our customers trust. VEO leads and supports VA’s customer experience (CX) program.
VA measures customer experience through three core principles—Ease, Effectiveness, and Emotion—all of which impact overall trust customers have in the organization.
What We Do
CX Data
Capture and analyze the voices of Veterans, their families, caregivers, and survivors leveraging qualitative and quantitative data; human-centered design techniques; real-time, web-based customer experience surveys; analysis, insight, and design capabilities; and project management expertise.
CX Tools
Build and deliver tools and products that translate customer experience data and insights into action and empower VA employees and organizations to deliver outstanding experiences to our customers.
CX Technology
Deliver easy and effective Veteran experiences through all communication channels by developing and delivering enterprise solutions, modernizing contact centers, unifying customer relationship management, and integrating common customer data.
CX Engagement
Support Veterans by coordinating and integrating local VA and non-VA services through outreach efforts that effectively connect VA with local public and private services.
