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What do you think based on your experience?

November 5, 2004


WASHINGTON – Are you satisfied with your health care? If you’re a veteran in the Department of Veterans Affairs health care system, the answer is overwhelmingly, yes! For the fifth year in a row, the independent American Customer Satisfaction Index (ACSI) found veterans are happier than most Americanswith the health care they receive.

"It comes as no surprise to me that veterans rate their health care higher than other Americans rate their private-sector health care," said Secretary of Veterans Affairs Anthony J. Principi. "VA's goal is to provide world-class service to America's veterans in every aspect of our mission, and the results of this rating show that we are doing just that."

The Secretary's comments came with the release of a respected independent study that showed veterans gave VA health care a rating of 91 for customer satisfaction on a 100-point scale. The rating system's creator, the American Customer Satisfaction Index (ACSI), said the results “should be considered a benchmark for (federal) agencies.”

Veterans also gave VA’s inpatient hospital services a rating of 84 and outpatient services a rating of 83, compared to private-sector patients giving their health care providers ratings of 79 and 81, respectively. VA also rated highly -- 92 -- in veteran loyalty, meaning that nearly all veterans under VA care intend to continue using VA and speak positively to others about their experiences.

Since 1994, the ACSI survey has been a national measurement of customer satisfaction with the quality of goods and services in the United States. ACSI produces indices of satisfaction for seven economic sectors, 41 industries, 200 private sector companies and two types of local government services.

VA’s strong showing came after two weeks of interviews with veterans who have used the Department’s services recently. The report was produced by the NationalQualityResearchCenter at the University of Michigan Business School, the CFI group, and the Federal Consulting Group.