It scores higher than Hershey, the chocolate maker, and even Cadillac. On the American Customer Satisfaction Index, which rates private companies and government agencies on a scale of zero to 100, the little-known National Cemetery Administration not only beats the State Department and the Pentagon but also Google and Amazon.
Year after year, it consistently scores well into the 90s — rarefied territory that even the most beloved private companies never reach.
But after revelations that more than 240 graves sat incorrectly marked or unmarked, in some cases for years, and that at least eight people were buried in the wrong spots at several cemeteries across the country, the Cemetery Administration's vaunted reputation has been bruised.
As the agency continues to discover new problems, it is facing congressional scrutiny, concerns from veterans’ groups and outright anger from some families, who say their confidence in the agency responsible for taking care of their loved ones has been shaken.