BACKGROUND: Previous surveys with the U.S. Military Veteran population using a multi-mode approach reported overall response rates between 34-69%. However, no evaluation of modes of response has been conducted in this population. In this study, we evaluate different modes of response and number of attempts made to reach participants to determine the most efficient ways to improve survey response rates among Veterans.
METHODS: The VA Preparedness Communications Survey (VAPCS) was conducted from August-November, 2015 among VA-users in the U.S. Northeast region. The focus of the survey was to study preferences in receiving communications from VA in the event of a natural disaster. To improve response rates, we used a three-sequential mode approach to contact participants: web, mail, and phone. A total of 645,356 Veterans satisfying eligibility criteria were identified from VHA VISTA (Veterans Health Information and Technology Architecture) system. Out of those, 6,088 non-homeless Veterans were sampled using probability-based approach. The sample was stratified by respondent age (<45, 45-65, and 65+) and ZIP code (costal/non-costal and rural/urban). Younger veterans were oversampled due to projected lower response rates in that group. 37-question survey was administered in a multi-step process. Participants were mailed a letter containing a link to the VAPCS website and $2. Few weeks later non-responders were mailed a paper questionnaire with a return envelope, and few weeks later non-responders were called and asked to complete the survey via Computer-Assisted Telephone Interviewing (CATI).
RESULTS: Out of 2,264 Veterans, 27% responded after the first attempt of contact (web), 51% responded to the second (mail), and 22% responded after the third (phone). Response preferences differed by age: 28% (web), 22% (mail) and 50% (phone) among Veterans < 45; 32%, 43%, 25% among 45-64 age-group; and 25%, 62%, 13% among Veterans aged over 65. 19% of high school graduates responded by web, 62% by mail, and 19% by phone vs. 40%, 39% and 21% for college graduates. Response also varied by race. 28% of white participants responded by web, 53% by mail, and 18% by phone vs. 25%, 45%, and 30% among non-white participants.
CONCLUSIONS: The sequential mode approach increased participation of Veterans in the VAPCS, especially among the youngest age (<45), where 50% responded by the thirst attempt. Older Veterans and those without a college degree preferred mail surveys, while younger participants, college graduates, and non-whites responded to multiple modes. Our study shows that using diverse methods to reach Veterans is beneficial especially for certain groups.