VR’s Customer Feedback Survey

The VR Customer Feedback Survey is an opportunity to tell us about your experience with our division. The survey is conducted four times a year and both current and former VR customers can be selected to participate. Your feedback helps us improve and we look forward to hearing from you if you’re selected to participate in an upcoming survey!

Why does VR survey its customers?

Most importantly, we want to hear about your VR experience because your feedback helps us know what we’re doing well and how we can improve. Additionally, VR agencies are required by federal law [34 CFR 361.17 (h) (4)] to evaluate their programs and services provided using customer survey results and other data sources.

How did I get selected for the survey?

VR randomly selects customers from across the state to participate. If a customer has received at least one service from either an employment service provider agency or medical provider, they may be selected to complete a survey.

I’m no longer a VR customer. Why did I receive the survey?

VR also surveys former customers who have completed services, or closed their case, within the last three months.

How long does it take to complete the survey?

The survey should only take about ten minutes to complete.

How does VR use my feedback?

Customer feedback helps us know what we’re doing right and what we need to better meet the needs of our customers. VR also uses survey feedback to identify topics for staff training.

I received a survey invitation email. Do I have to participate?

Participation is completely voluntary.

Is my response anonymous?

Yes, all responses are anonymous, and your identifying information is not included in your response. In addition, VR only analyzes and reports survey data as group data, not at the individual level.

How often does VR send out the survey?

VR sends out survey invitations every three months.

What topics does the survey cover?

The survey covers topics such as VR Orientation, customer service, developing a plan for employment, services received from an employment service provider, and customer rights. The survey also includes questions where you can provide specific feedback on great staff who helped you, or problems you may have experienced and how those problems were resolved.

My primary language isn’t English. Does VR offer the survey in other languages?

Yes, the survey is also available in Spanish and Creole.

I received the survey invitation email on my phone. Can I take the survey from my phone, or do I have to be on a computer?

You can take the survey on your phone, computer or tablet, whichever device you prefer.

Is the survey accessible?

Yes, the survey is built on an accessible, 508-compliant platform and is compatible with assistive software such as JAWS and ZoomText. VR also offers a large print version of the survey.

What if my feedback isn’t all positive? Should I still take the survey?

Yes, all feedback, whether positive or negative, helps VR improve.

Can I take the survey more than once?

No, you can only complete the survey once.

My email address recently changed. Will I still receive the survey?

We use the email address in your customer case record so if it’s not up to date, you might not receive the survey invitation. As a general rule, you should always notify your counselor of changes to your contact information (email address, phone number, or mailing address).

I still have more questions about the survey. Whom should I contact?

You can contact VRCustomerSurvey@vr.fldoe.org if you have additional questions.