Veteran Trust in VA Reaches Record High, Driven by Improved Services and Outreach

Department of Veterans AffairsImage via Department of Veterans Affairs

WASHINGTON, D.C. — Veteran trust in the U.S. Department of Veterans Affairs (VA) has hit an all-time high, according to a recent VA survey. Trust levels have soared to 80.4%, a significant increase from 55% when the survey began in 2016. This data is based on responses from over 38,000 Veterans who used various VA services between January 1 and March 31.

The “VSignals” survey measures not only trust but also the ease, effectiveness, and emotional resonance of VA services. Scores in these categories also reached record highs, with ease at 75.9%, effectiveness at 80.5%, and emotional resonance at 78.4%. Additionally, another survey showed that trust in VA outpatient care has climbed to 91.8%.

This surge in trust coincides with a rise in the number of Veterans using VA services. The VA is delivering more care and benefits than ever before, achieving record levels in 2023. Enrollment in VA care and applications for benefits are at their highest since before the pandemic.

VA Secretary Denis McDonough emphasized the importance of earning Veterans’ trust. “Veteran feedback is critical to our strategy,” he said. “Surveys help us understand what we’re doing right and where we need to improve, so we can better serve those who served our country.”

Veterans receive digital surveys after interacting with the VA, which include both standard questions and open-ended comments. The VA has reviewed nearly 4 million comments to resolve concerns, relay compliments, and identify process improvements.

The increase in trust comes as the VA implements the bipartisan PACT Act, signed into law by President Biden. This act has expanded VA health care and benefits to millions of Veterans. The VA has also launched its most aggressive outreach campaign ever, including over 2,600 events and a $16+ million advertising campaign.

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With nearly 2.8 million Veteran responses annually and a survey response rate of 18%—higher than the industry standard—the VA uses this feedback to continually improve services. The VSignals survey recently won the 2024 ACT-IAC Innovation Impact Award.

The implications of this increased trust are profound. As more Veterans engage with VA services, they receive the care and benefits they earned, leading to better health and quality of life. This also reflects positively on the VA’s efforts to adapt and respond to the needs of Veterans, fostering a stronger sense of community and support.

In summary, the VA’s commitment to improving services and expanding outreach has resulted in unprecedented trust from Veterans. This trust is crucial for ensuring that Veterans receive the support they deserve, making a meaningful impact on their lives and well-being.

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