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Customer Satisfaction Scores Continue to Rise During Pandemic

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  • Published on: May 29, 2020

As the Office of Information and Technology (OIT) continues to rise to the challenge to support the Department of Veterans Affairs’ (VA) response to the COVID-19 pandemic, so too does its customer satisfaction score. In the month of April, OIT’s Customer Satisfaction Index Score rose three points — from 75 to 78 — putting the organization on par with major technology companies like Google (with a score of 79) and Microsoft (with a score of 77).

Our dedication to our business partners, stakeholders, and — most importantly — our nation’s Veterans, shows in the results of OIT’s most recent Customer Experience Survey. This monthly survey was distributed to 35,000 randomly selected employees across the VA enterprise. Close to 7,000 of those employees responded, representing a six percent jump in the response rate compared to March.

OIT’s Net Promoter Score — an indicator of how likely our customers are to recommend our products and services to a friend of colleague — saw a nine-point increase from March, with 52 percent of those surveyed indicating themselves as promoters. Scores in effectiveness, trust, emotion, and ease also increased across the board, demonstrating improvement in all facets of the OIT customer experience dimension.

In the last two months, the Department has made a massive shift to a telework environment, requiring increased support from IT staff. While telework has been a large adjustment for some, our customers noted that, despite long wait times, helpdesk and local IT staff have been extremely helpful, reliable, and responsive when walking them through telework setups. Customers also noted a strong sense of teamwork, empathy, and patience between themselves and IT staff. This focus on empathy and service was a key contributor to OIT’s success.

As OIT continues to support VA, our Veterans, and the nation’s health care system to fulfill our fourth mission, we thank every one of our valued employees and applaud their efforts to ensure our Veterans, their families, and their caregivers have access to the care, benefits, and services they deserve.

Our commitment to digital and IT transformation is shaped by daily dedication to customer service and the close collaboration of our workforce, managers, and leaders. Ready to join us in improving Veterans’ care? Check out all current information and technology career opportunities on DigitalVA. You can also contact VA’s Office of the Chief Human Capital Officer at 512-326-6600, Monday thru Friday, 7 a.m. to 5 p.m. CST or by submitting a resume to

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Page last updated on May 29, 2020


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