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Ärende: Release - VA Cemeteries S
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Recent VA News Releases



To view and download VA news releases, please visit the following Internet
address:

     http://www.va.gov/opa/pressrel <http://www.va.gov/opa/pressrel>



VA Cemeteries Score Highest in Satisfaction Survey



WASHINGTON (Dec. 17, 2004) -- Can you guess which federal agency rates the
highest among Americans when it comes to satisfaction with government
services?



It's the system of 120 national cemeteries run by the Department of Veterans
Affairs (VA).  In fact, VA's cemetery system has received the highest rating
ever achieved by a federal agency in a nationwide satisfaction survey.



"These results tell us our cemetery employees are providing the services
veterans and their families deserve," said Secretary of Veterans Affairs
Anthony J. Principi.  "Honoring our heroes in perpetuity and providing
compassion to their families are among VA's highest callings.  Our cemetery
staffs have always met that challenge superbly."



The survey was the 2004 American Customer Satisfaction Index (ACSI).  It
produced a customer satisfaction rating of 95 out of a possible 100 points
for the VA-run cemetery system. This is two points higher than the last
survey in 2001, when VA's national cemeteries also ranked number one in
customer satisfaction.



In the ACSI study, scores of 80 or higher are considered strong and those
near 90 are excellent.  The study was conducted by the National Quality
Research Center at the University of Michigan Business School, the CFI Group
and the Federal Consulting Group.



The ACSI study polled next of kin or other people who had arranged for the
interment of a loved one in a VA national cemetery within the past six
months to one year.  More than 2,800 people received the survey and nearly
500 responded.  A total of 93,000 burials were conducted at VA national
cemeteries last year.



In addition, ACSI's index for "user trust" produced a rating of 97 out of a
possible 100 points for the VA-run cemetery system.  This is two points
above overall satisfaction and indicates that respondents are exceptionally
willing to say positive things about VA's national cemeteries.



The ACSI study echoes a recent VA survey that showed 97 percent of
next-of-kin were satisfied with their experience.



Since 1994, ACSI has been a national indicator of customer evaluations of
the quality of goods and services available to U.S. residents.  It is the
only uniform measure of customer satisfaction for government and industry.
It produces satisfaction scores for seven economic sectors, 41 industries,
200 private-sector companies and some local government services.  ACSI
allows benchmarking between the public and private sectors and between one
year's results and the next.



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