Improving Veterans’ Experience Act of 2025

This bill establishes a new Veterans Experience Office within the Department of Veterans Affairs, reporting directly to the Secretary. The Office will be led by a Chief Veterans Experience Officer , responsible for improving veterans' and beneficiaries' satisfaction with and usage of VA benefits and services. Key functions of the Office include setting the Department's customer experience strategy, collecting veteran-derived data on satisfaction and usage, and providing strategic guidance for engaging with veterans. It will also assess and advise the Secretary on the accuracy of VA's customer-facing information and the overall status of customer service efforts. The Office is tasked with coordinating customer experience initiatives across the Department and requiring other VA organizations to report on their improvement efforts. Annually, the Chief Veterans Experience Officer must summarize collected data for the Secretary, who then submits an analysis to Congress. This congressional report will detail customer service feedback and satisfaction, disaggregated by benefit and demographic data, including potential reasons for non-usage and strategies to address them. The bill ensures the Office has necessary staff and resources, while prohibiting the sharing of personally identifiable information without consent and not authorizing an increase in overall VA staffing levels. Furthermore, the legislation mandates a Comptroller General review within 540 days of enactment to assess the effectiveness of VA's customer experience methodologies, including those of the new Office. All requirements and authorities established by this Act are scheduled to terminate on September 30, 2028 .