Data Snapshot

The US Veterans Health Administration Provides Better Experiences Than The US Veterans Benefits Administration

Details From Forrester’s US Federal Customer Experience Index, 2023

March 5th, 2024
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Customers had better experiences with the Veterans Health Administration (VHA) than with the Veterans Benefits Administration (VBA) in 2023: VHA outscored VBA by 11.4 points on our 100-point Customer Experience Index (CX Index™). Both VHA’s and VBA’s CX was stable, with no statistically significant change year over year. That’s good news during a year in which 17% of the 221 brands we studied declined. VHA and VBA should prioritize key CX drivers for major life events to improve over private sector organizations like perennial CX Index leaders USAA and Navy Federal Credit Union. This is a snapshot of VHA, VBA, and federal government CX Index scores in 2022 and 2023.

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