Accessing and Utilizing Veteran Support Data
Last Updated:
The Veteran Support team is crucial in collecting and maintaining data from MyVA411, call centers, and Medallia surveys. This data, a treasure trove of insights, fuels our potential to identify needs and pain points and establish quantitative baselines for measuring improvement. This document is a comprehensive guide about the data collected and how to use it effectively to enhance VFS products on VA.gov.
MyVA411 Data
Data from the MyVA411 information line (800-698-2411) is logged in Salesforce by call center agents. Certain case information is imported into DOMO for visualization, such as:
Case category
Case type (sub-category)
Outcome
Date information
Any fields containing personally identifiable information (PII)—such as case notes and Veteran contact information—are not imported into DOMO. An export of MyVA411 case note information can be requested by opening a Qualitative Data Request. Qualitative data may contain PII and, therefore, needs to be shared with a VA email address on the VA network.
View the MyVA411 DOMO Dashboard →
Medallia Data
Medallia Feedback Survey
The Medallia feedback survey is accessed by clicking on the blue “Feedback” button located at the bottom of the main content on most modernized VA.gov pages.
Medallia Feedback button
Medallia Feedback Survey
Feedback Survey Questions
Were you able to do your task today?
Yes
No
What task were you trying to do today?
Open text field
What is your overall satisfaction with this site?
Not at all satisfied
Dissatisfied
Neither satisfied nor dissatisfied
Satisfied
Very satisfied
Medallia Intercept Survey
The intercept survey is enabled across all of modernized VA.gov. It randomly “intercepts” 5% of VA.gov users who have had a 20-second or more extended session. There are 5 questions focused on satisfaction and trust in VA (see below).
Medallia Intercept Survey
Medallia Intercept Survey Invitation
Medallia Intercept Survey Questions
Please rate your experience with VA.gov today.
Very bad
Somewhat bad
Neither bad nor good
Somewhat good
Very good
Why did you select that rating?
Open text field
Please rate how understandable this site's information is.
Difficult to understand
Somewhat difficult to understand
Some are easy, some are difficult
Somewhat easy to understand
Easy to understand
How did this interaction change your trust in Veterans Affairs?
Decreased my trust
Somewhat decreased my trust
Neither increased nor decreased my trust
Somewhat increased my trust
Increased my trust
How much do you trust Veterans Affairs to fulfill our country’s commitment to Veterans?
High level of distrust
Modest level of distrust
Neither trust nor distrust
Modest level of trust
High level of trust
Accessing Medallia Data
Quantitative data can be found on the Medallia DOMO Dashboard.
Open a qualitative data request to request an export of qualitative information—responses gathered through the open text fields on both surveys. Qualitative data may contain PII and, therefore, needs to be shared with a VA email address on the VA network.
Open text fields on Medallia surveys may contain raw and explicit user responses. Please be aware of the frustration some users experience while attempting to obtain services and the impact this may have on the survey responses they submit.
What to Do With the Data
There are a variety of uses for MyVA411 support data and Medallia survey data. Consider the following if you’re wondering where to begin:
Establish a Baseline and Measure Success
Utilize the MyVA411 Dashboard to track ticket volume for relevant case categories
Utilize the Medallia Dashboard to measure your product's satisfaction scores and task completion percentages
Identify Pain Points
Specific metrics can expose areas of needed improvement:
High MyVA411 ticket volume for relevant sub-categories
Low satisfaction scores for your product/URLs
Low task completion percentages for your product/URLs
A negative net change in trust for your products/URLs
Qualitative data can help teams identify and drill down on specific issues Veterans are experiencing. Primary sources of this qualitative information are:
Medallia intercept survey (“Why did you select that rating?”)
Medallia feedback survey (“What task were you trying to do today?”)
MyVA411 case notes
Build Your Icebox/Backlog
Qualitative data exports can provide insights into trending issues. These trends can be identified and incorporated into tickets for your team to address in future sprints.
Write More Informative Research Questions and Hypotheses
Iterative research is a great way to improve a product gradually. Pain points can identify areas that need improvement, and Veteran responses through Medallia and case notes can be utilized to write informative research questions and hypotheses.
Resources
vsp-contact-center-support Slack channel
Help and feedback
Get help from the Platform Support Team in Slack.
Submit a feature idea to the Platform.