By deeply understanding our Veterans and their families, VA’s Veterans Experience Office (VEO) designs with—and for—our community to enable VA to deliver exceptional products and services that our customers trust. VEO leads and supports VA’s customer experience (CX) program.
VA measures customer experience through three core principles—Ease, Effectiveness, and Emotion—all of which impact overall trust customers have in the organization.
Our mission: to support VA as the Secretary’s CX insight engine and shared service to partner with, support, and enable VA administrations and staff offices to provide the highest quality customer experience in the delivery of care, benefits, and memorial services to service members, Veterans, their families, caregivers, and survivors.
