Veterans Survey

Customer Satisfaction Survey 2012

Dear Customer,

At the Service Personnel & Veterans Agency we are always looking to improve the services we deliver to you. One of the ways in which we can understand where and how we can make improvements is to ask the views of the people to whom we deliver those services.

Please help us by taking the time to complete this short questionnaire by clicking on the "start survey" button below.

After completing the survey, why not browse some of the veterans-uk website's other content. This includes information on how veterans can access help, advice and welfare support, information on payments to those injured or bereaved by Service, veterans community news and our social media hub

Your assistance is gratefully appreciated.
Cdre R Albon OBE
Deputy Chief Executive
Service Personnel and Veterans Agency

Please tell us some basic information about you to help us make the best use of the information you are providing in this survey
SECTION 1: ABOUT YOU
1. Please tell us if you are: (please select one option)	Currently serving in HM Forces Previously served in HM Forces Relative or dependant of a serving or previously serving individual
2. Which of the following Services were/are you or your spouse a member of? (please select one option)	Army Royal Navy Royal Marines Royal Air Force
3. Which age group are you?	16-30 31-50 51-70 71-90 Over 90
SECTION 2: CONTACTING US BY PHONE
Have you contacted us by telephone in the last year?	Yes No
4. Who did you contact?(Tick all that apply)	JPAC Enquiry Centre Veterans UK Helpline Xafinity Paymaster UK Veterans Welfare Service Other
5. For your enquiry were you clear on who to telephone for help?	Yes No
6. Were you satisfied with the time it took to answer your call?	Yes No
7. Were you satisfied with the professionalism and attitude of the person who took your call?	Yes No
8. What were the main reasons you contacted us? (Tick all that apply)	To ask for advice about making a claim To appeal against a claim decision To query other Payments To query where or how we make your payment Advice about children's pensions Records of Service or Medals Welfare query / Request assistance To query a claim status or outcome To query Pension Payments Tax & National Insurance query To ask for a Pension or Widows Pension Forecast Request for information General advice / Other
9. During your call to us, were you told that you needed to contact a different Department or Agency?	Yes No
9a. If you were told to contact a different Department or Agency, did they assist with your query?	Yes No
10. In general, were you satisfied with the outcome of your call to us?	Yes No
10a. If dissatisfied with the oucome of your call, please help us to understand why. (Please select ONE option only. If there are mulitple reasons, select the option that BEST describes why)	The operator did not call me back as promised I could not find anybody to help Action was promised but did not happen I was advised to contact someone else but they could not help me I was not satisfied with the response given It took too long for my call to be picked up The operator was impolite to me The operator was unable to answer my query
SECTION 3: WRITTEN CONTACT
Have you contacted us in writing recently?	Yes No
11. By what method did you contact us? (Tick all that apply)	By Letter Completed a form By email By fax
12. Were you satisfied with the time taken for us to respond?	Yes No
13. What were the main reasons for your enquiry?	To ask for advice about making a claim To appeal against a claim decision To query other Payments To query where or how we make your payment Advice about childrens pensions Records of Service or Medals Welfare query / Request assistance To query a claim status or outcome To query Pension Payments Tax and National Insurance query To ask for a Pension or Widows Pension Forecast Request for information General advice / Other
14. Were you satisfied with the outcome of your contact?	Yes No
14a. If dissatisfied with the oucome of your written contact, please help us to understand why. (Please select ONE option only. If there are mulitple reasons, select the option that BEST describes why)	Not satisfied with response given I was advised to contact someone else but they could not help me It took too long for a reply to be issued Action promised did not happen The information I requested was not provided The information provided was not clear
SECTION 4: CLAIMS
Have you made a claim to SPVA recently?	Yes No
15. What type of claim did you make? (Tick all that apply)	Armed Forces Compensation Scheme Illness/Injury or Mediacal Discharge Claim Dependants (including children) Claim War Pension Scheme War Disablement Pension Widow / Widowers Pension Treatment Claim
16. Was it clear how to find out how to make a claim?	Yes No
17. If you had to complete a claim form, did you find it clear and easy to complete?	Yes No
18. Did you have to ask us for assistance in completing the claim form?	Yes No
19. Was it clear to you how long your claim would take to process?	Yes No
19a. Were you notified of the outcome in the advised timeframe?	Yes No
20. Overall, were you satisfied with the claim process?	Yes No
20a. If dissatisfied, please help us to understand why. (Please select ONE option only. If there are mulitple reasons, select the option that BEST describes why)	Time taken to process Claim decision Process was too complicated Not kept informed during process Other
SECTION 5: PAYMENTS
Have you received any form of payment from us recently?	Yes No
21. What kind of payment have you received from us? (Tick all that apply)	Armed Forces Compensation Scheme AFCS lump sum or lump sum & GIP AFCS Survivors GIP and /or Child Payment War Pension Scheme War Disablement Pension Widow / Widowers Pension Treatment Payment
22. Overall, are you satisfied with the way in which we provide your payments?	Yes No
22a. If dissatisfied, with your payments please help us to understand why. (Please select ONE option only. If there are mulitple reasons, select the option that BEST describes why)	Time taken to receive payment Amount of payment was not what I was advised Payment not made in the way I required
SECTION 6: VETERANS
Have you been in contact with the Veterans Welfare Service?	Yes No
23. If you have contacted the Veteran Welfare Service for help or advice, did they answer your query to your satisfaction?	Yes No
23a. If dissatisfied with the outcome please help us to understand why. (Please select ONE option only. If there are multiple reasons, select the option that BEST describes why)	Unable to assist as request not part of the VWS service Unable to advise of another organisation that could assist Promise of return call from Welfare Manager not fulfilled
24. If you have recieved a visit from a Welfare Manager in your home during the last 12 months, were you satisfied?	Yes No
24a. If dissatisfied with the outcome of your visit please help us to understand why. (Please select ONE option only. If there are multiple reasons, select the option that BEST describes why)	Unable to provide help required Did not visit on agreed time or day Could have been dealt with over the telephone
25. Would you recommend the Veterans Welfare Service to others?	Yes No
SECTION 7: SERVICES
Please give us some feedback on the information services we provide
26. Are you aware of the following information services?
	Yes No
Veterans UK Website
SPVA Website pages on www.mod.uk
Xafinity Annual Newsletter
Armed Forces Pension Scheme Calculator
27. Are you aware SPVA provide a range of through life services including?
	Yes No
Medals
Armed Forces Pensions
War Disablement Pensions
Armed Forces Compensation Scheme
Veterans Welfare Services
28. Are you an internet user?	Yes No
29. Have you accessed the Veterans UK or SPVA websites on any other occasion other than to complete this survey?	Veterans-UK Websites SPVA Pages on www.mod.uk Not Accessed
29a. If yes, did you find the information you required easily?	Yes No
29b. Why were you unable to find the information you required?	The website was difficult to navigate There was inconsistency between pages within the website/between the different websites The links did not work The information in the website was out of date The website was difficult to read The website was slow to load The website was not compatible with my computer/browser
30. How would you rate your overall satisfaction with the services SPVA provides?	Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Please use this space to provide us with any other information you think could improve our services Please do not include any personal information in this section. Any specific questions or queries should be directed to the relevant department in the contact details provided below and not included in this section.

Please submit the form.