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The Study Team identified the attributes that most affect the borrowers’ overall satisfaction of the VA Home Loan program. We used a multivariate analysis to identify the key drivers of overall satisfaction and to determine their overall importance. Table 9-4 presents the results for program participants overall, indicating the relative importance of the various attributes on overall satisfaction. “Mean Satisfaction” is the calculated average score of the respective attribute within the given survey group. Six attributes significantly affected the borrowers’ overall satisfaction. The service provided by VA affected the borrowers’ overall satisfaction the most.

Table 9-4. Importance of Program Attributes for Total Borrowers

Satisfaction Importance

Mean Satisfaction

Service provided by VA 37.8% 5.02

Maximum amount of VA home loan guarantee 20.4% 4.93

Being able to use your VA loan guarantee

benefit to purchase another home in the future 16.1% 5.28 With information you got about VA home loan

program 9.8% 4.97

Service provided by lender 8.5% 4.86

Amount of funding fee that had to be paid to

obtain the loan 7.5% 4.13

How long it took to get VA loan 0.0% 4.98

Service provided by the real estate agent 0.0% 4.85

Source: VA Loan Survey, Q29

Figure 9-5 combines the rankings of relative importance with the satisfaction scores for each attribute and sorts them into four quadrants of a priority matrix. The quadrant areas are determined by the horizontal line (representing “Importance”) and the vertical line (representing “Satisfaction”).

The quadrant labeled “Critical Improvement Area” represents the greatest potential for improvement in overall satisfaction. These attributes need to be addressed for the overall satisfaction score to increase significantly. The “Maximum amount of loan” falls in this area. The lower-right quadrant, labeled “Basics,” contains the attributes that are of low importance for overall satisfaction, but that have high satisfaction scores. This means that VA is

meeting the needs of participants and does not need to improve them to increase satisfaction. The analysis for the borrowers overall indicates that the ”Information participants received about the program” is located in this quadrant.

The quadrant labeled “Key Drivers” contains attributes that rank high in importance to the customer and in the customer’s stated satisfaction score. VA needs to keep the satisfaction results high for the attributes in this quadrant to maintain a high level of overall satisfaction. There are two attributes in this quadrant: “Service provided by VA” and “Ability of future purchase.”

The quadrant labeled “Low Yields” contains attributes that rank low in importance to the customer and in the customer’s stated satisfaction score. Improving these attributes will not have a large impact on the overall satisfaction of the program. For the Borrowers, “The service provided by the lender” and “The amount of funding fee” were located in this quadrant.

Figure 9-5. Rankings of Importance and Satisfaction for the Total Borrowers Max Amount of Loan Service Provided by VA Lender Funding Fee Average Satisfaction

Critical Improvement Area Key Drivers

Most Important Least Important Average Importance

Low Yields _Basics

Future Purchase

Information

Lowest Satisfaction Highest Satisfaction

Source: VA Loan Survey, Q29 and Study Team Analysis

Summary

Satisfaction of the borrowers for the VA Home Loan program is slightly higher than “satisfied,” 5.06 on a scale of 1 to 6. All of the average satisfaction ratings for the various attributes for the borrowers were above 4.0, or “somewhat satisfied.” The amount of funding fee paid to obtain a VA Home Loan was consistently given the lowest score (average was 4.13). However, its average score for the borrowers is .72 lower than the second lowest rated attribute.

The “Service provided by VA” and “Future Purchase (i.e., Multiple Use)” are key drivers of overall satisfaction. Two attributes, “Funding Fee” and “Lender” rate as a Low Yield attribute, indicating that even though the satisfaction level is low, it does not have a large impact on overall satisfaction. Although the average satisfaction scores for the program came up as “satisfied,” there is still potential for improvement. “Maximum Amount of Loan” lies in the Critical Improvement Area quadrant, implying that increasing it would increase overall satisfaction.

10. S

PECIALLY

A

DAPTED

H

OUSING

P

ROGRAM

Veterans who have permanent and total disabilities due to military service may be entitled to a grant for the purpose of constructing an adapted dwelling or modifying an existing home to meet their needs. There are two types of grants available:

Ź Part I: Specially Adapted Housing Grant is for disabled veterans who are entitled a wheelchair accessible home especially adapted for their needs. Currently, the maximum grant amount is $50,000.

Ź Part II: Special Home Adaptations Grant is for disabled veterans who are entitled to adaptations because of blindness in both eyes with 5/200 visual acuity or less, or includes the anatomical loss or loss of both hands. Currently, the maximum grant amount is $10,000.

In this chapter, we analyze the veteran’s awareness of the Specially Adapted Housing (SAH) program, the adequacy of the maximum grant amounts, and whether having the grant improved the quality of life of disabled veterans. In our analysis, we primarily rely on the survey administered by VA of the SAH grant recipients.1 The survey population consists of the entire population of disabled veterans who received a VA SAH grant in fiscal year 2002. We also summarize the informal interviews that the Study Team conducted with construction companies that have done adaptations for veterans to determine whether the grant amounts are adequate.