VA’s National Cemetery Administration earns top customer satisfaction scores
People gather in Marietta National Cemetery as four UH-60 Blackhawks from the Georgia National Guard 78th Aviation Troop Command perform a flyover on Memorial Day, May 25, 2020. Kevin C. Cox/Getty Images
For the eighth year in a row, the small agency earned the highest rankings in the American Customer Satisfaction Index.
The Department of Veterans Affairs agency that provides burial benefits and memorial services for veterans and their dependents has once again earned the highest recorded customer satisfaction score by the American Customer Satisfaction Index in 2025, according to data released on Thursday.
VA announced that the National Cemetery Administration, the small VA unit that operates and maintains 157 national military cemeteries, received a 98 out of 100 score, based on feedback from retired servicemembers and their families who received services through the agency.
NCA has consistently outpaced other surveyed entities and agencies, with 2025 marking the eighth straight year that the burial services unit ranked first nationwide in the ACSI report. The average score for surveyed government agencies in 2025, VA said, was 70.4 out of 100.
“VA National Cemetery Administration employees keep the memories of America’s heroes alive,” VA Secretary Doug Collins said in a statement. “This achievement underscores their extraordinary dedication, commitment and professionalism.”
No other public, private or nonprofit organization in the country has received the consistently high customer satisfaction ratings as NCA over the past decade-plus.
During a 2017 customer experience summit, Matt Sullivan — then-deputy undersecretary for finance and planning and chief financial officer at NCA — said the high customer satisfaction was due to “a combination of our structure, training, our people and our connectedness to the mission that keeps it going.”
NCA is VA’s smallest agency, with a total workforce of less than 1,800 employees. For fiscal year 2026, the unit has a $534 million budget. During FY25, VA reported that the agency interred 130,693 Veterans and family members within its cemeteries.