CDC.gov Satisfaction Data American Customer Satisfaction ... · 2012 Satisfaction Report . Summary:...

Source: American Customer Satisfaction Index Note: The number of responses may vary for each question due to changes made to questions during the timeframe.

CDC.gov Satisfaction Data American Customer Satisfaction Index

2012 Satisfaction Report Summary: The following report includes satisfaction data from 42,908 users who responded to CDC.gov’s survey between January 1, 2012, and December 31, 2012. During this timeframe, CDC received a satisfaction rating of 82 (on a scale of 100). As such, CDC is classified as a “top performer” by the American Customer Satisfaction Index. In Q4 of 2012: CDC.gov received a satisfaction score of an 82, while the average for

Federal websites was 75. CDC.gov was ranked 3rd in customer satisfaction for all Federal

Portals/Department Main Sites. For the full Q4 report, visit: http://www.foresee.com/research-white-

papers/_downloads/acsi-egov-q4-2012-foresee.pdf Background: The American Customer Satisfaction Index (ACSI) is a satisfaction survey that uses a standard methodology to measure customer satisfaction with various elements of a website, including navigation, functionality, look and feel, search, performance, trust, etc. The methodology allows us to compare CDC’s satisfaction data to over 100 federal government websites that are also using ACSI to measure citizen satisfaction. Report: The following report summarizes the demographic profiles of the visitors who responded to the survey.


CDC.gov Satisfaction Data January 1, 2012 – December 31, 2012 Satisfaction = 82, N=42,908

60

65

70

75

80

85

Q22004

Q42004

Q22005

Q42005

Q22006

Q42006

Q22007

Q42007

Q22008

Q42008

Q22009

Q42009

Q22010

Q42010

Q22011

Q42011

Q22012

Q42012

ACSI

Sat

isfa

ctio

n Sc

ores

Comparison of CDC Satisfaction Scores to All Federal ACSI Satisfaction Scores

CDC All FederalWebsites

CDC: 82 All Federal Websites: 75


Priority Map not available

82 82 82 82

Q1 2012 Q2 2012 Q3 2012 Q4 2012

CDC Satisfaction Score by Quarter (2012)

82 82 82 83 82 82 82 83 82 83 83 82

Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec

CDC Satisfaction Score by Month (2012)


Snapshot of Key Demographics January 1, 2012 – December 31, 2012

N=42,907 From January 1, 2012 – December 31, 2012, 95,229 users were presented with the ACSI Survey. Of those 43,137 (43%) took the survey. Role Healthcare Providers: 23% Individuals Interested in Health: 20% Students: 14% Educators: 10% Public Health Professional: 9% Scientist or Researcher: 6% Other: 18%

Users were primarily looking for: Diseases and Conditions: 39% General Information: 21% Data and Statistics: 16%

Successfully find what they are looking for: 69% Frequent users: 50% Middle-aged, 35 – 64: 68% College degree: 78% Gender Female: 68% Male: 29% Prefer not to answer: 3%


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer

Education Jan. 1, 2012 – Dec. 31, 2012

N=42,907

69%

28%

3%

Female Male Prefer not toanswer

Gender Jan. 1, 2012 - Dec. 31, 2012

N=42,907

7% 1%

6% 10% 8%

68%

Prefer Notto Answer

AmericanIndian

Asian Hispanic Black/A.A. White

Ethnicity Jan. 1, 2012 – Dec. 31, 2012

N=42,907


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

11%

1%

1%

1%

1%

1%

1%

1%

1%

1%

2%

78%

Other

United Kingdom

Chile

Mozambique

Australia

Brazil

India

Philippines

Mexico

Italy

Canada

USA

Country Jan. 1, 2012 - Dec. 31. 2012

N=42,907


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

Daily, 5%

Weekly, 22%

Monthly, 23%

A couple times a

year, 24%

About once a

year, 4%

This is my first time,

22%

How frequently do you use the CDC.gov Web site?

January 1, 2012 - December 31, 2012 N=42,908

Partially, 20%

No, I'm still

looking, 11%

Yes, 69%

Were you able to find what you were looking for?



3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

11%

1%

2%

3%

3%

4%

4%

4%

8%

8%

13%

39%

Other, please specify:

State, Tribal, Local & Territorial

Environmental Health

Injury, Violence & Safety

Life Stages & Populations

Workplace Health

Global Health

Emergency Preparedness & Response

Traveler's Health

Outbreaks

Healthy Living

Diseases and Conditions

Which of the following best describes the health topic you were looking for? January 1, 2012, – December 31, 2012

N=42,908


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

37% 0% 0% 0% 1% 1% 1% 2% 1% 1% 2% 2% 1% 2% 2% 2% 3% 3% 3% 4% 4% 5% 5%

9% 10%


Fetal alcohol syndrome

Arthritis

Birth defects

Asthma

Shingles

Water-related diseases

HPV

Hand, foot and mouth

Diabetes

MRSA

HIV/AIDS

Flu

Diseases & Conditions – More specifically, what topic were you looking for?

Jan. 1, 2012 – Dec. 31, 2012 N=16,542

• MMWR • NHSN • MRSA • ....

15% 0% 0% 0% 1% 1% 1% 1% 1%

2% 4% 4% 4%

9% 12% 13%

15% 16%

Other, please specify:Excessive alcohol use

Birth defectsGenetics and genomics

Bone healthReproductive health

Genetics and genomicsBreastfeedingMental health

AgingSexual health

Child developmentFood safety

Smoking and tobacco usePhysical activity & exercise

NutritionBMI (Body Mass Index)

Vaccines & immunizations

Healthy Living– More specifically, what topic were you looking for?

Jan. 1, 2012 – Dec. 31, 2012 N=5,549


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

3%

1%

3%

10%

12%

12%

25%

34%


Illness & injury abroad

Staying healthy & safe

Destinations

Yellow Book

Preparing for your trip

Diseases related to travel

Vaccinations

Traveler's Health – More specifically, what topic were you looking for?

Jan. 1, 2012 – Dec. 31, 2012 N=3,528

11%

2%

3%

3%

5%

6%

10%

12%

14%

33%


Mass casualties

Recent outbreaks &incidents

Radiation emergencies

Surveillance

Chemical emergencies

Coping with a disaster

Bioterrorism

Natural disasters &severe weather

Preparation & planningfor hazards

0% 20% 40%

Emergency Preparedness & Response– More specifically, what

topic were you looking for? Jan. 1, 2012 – Dec. 31, 2012

N=1,549


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

19%

1%

1%

6%

7%

11%

13%

17%

24%


Haiti

International emergencyand refugee health

Field EpidemiologistTraining Program

Global HIV/AIDS

Global immunizations

Global health initiatives

Parasites

Global disease detection

Global Health– More specifically, what topic were you looking for?

Jan. 1, 2012 – Dec. 31, 2012 N=1,578

21% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 2% 2% 2% 2% 3% 3% 4%

9% 4%

14% 28%

Other, please specify:Lead

Motor vehicle safetyEye safety

Machine safetyAsbestos

MiningProtective clothingNoise/Hearing Loss

Hearing lossElectrical safety

Heat Stress/Cold StressOffice environments

StressEmergency responders

RespiratorsLaboratory safety

ConstructionBlood bourne

Ergonomics DisordersChemical safety

Workplace safety & prevention

Workplace Health – More specifically, what topic were you looking for?

Jan. 1, 2012 – Dec. 31, 2012 N=1,682


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

11%

1%

2%

2%

4%

5%

5%

8%

9%

11%

19%

20%


Parents

Men

Young adults

People with disabilities

Family

Women

Pregnancy

Adolescents & teens

Older adults & seniors

Infants & toddlers

Children

Life Stages & Populations – More specifically, what topic were you

looking for? Jan. 1, 2012 – Dec. 31, 2012

N=1,449

19% 0% 0% 0% 0% 1% 1% 1% 2% 2% 2% 3% 4% 5% 5% 6% 7% 7% 7% 8%

21%

Other, please specify:Fireworks

Elder maltreatmentChoking

Mass casualtiesDog bites

Explosion and blastFire-related injuries

DrowningSexual violence

PoisoningAcute care

Adolescent injuriesChild abuse

Intimate partner violenceMotor vehicle injuries

Falls among older adultsViolence

SuicidePreventing injury &…

Concussion / brain injuries

Injury, Violence & Safety – More specifically, what topic were you


N=1,458


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

36% 0% 0% 1% 1% 1% 1% 2% 3% 3% 4% 4% 4%

7% 9%

12% 12%


Protect yourself from the sun

Cruise ship health

Extreme weather conditions

Carbon monoxide poisoning

Radiation studies

Asbestos

Natural disasters

Asthma

Climate change

Rodent control

Smoking and tobacco use

Childhood lead poisoning

Biomonitoring

Mold

Air quality

Water

Environmental Health – More specifically, what topic were you


N=1,022

Most Popular: • Lyme

Disease

19%

2%

4%

10%

17%

23%

25%


Cooperative agreements

Funding and grants

Policy

Strategy and planning

Training

Best practices

State, Tribal, Local & Territorial – More specifically, what topic were

you looking for? Jan. 1, 2012 – Dec. 31, 2012

N=364


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

5%

0%

1%

1%

1%

1%

4%

4%

8%

10%

12%

15%

16%

21%


Grants and funding opportunities

Multimedia products

Campaigns and initiatives

Jobs and careers

Tools, software applications, systems

Print materials

Professional training for healthcare providers, etc.

Scientific research, articles, publications, and journals

Educational materials

Guidelines and recommendations for healthcare providers

General information about the health topic selected

Data and statistics

General information about symptoms, causes, risk factors

Which of the following best describes the type of information you were looking for?

January 1, 2012, – December 31, 2012 N=42,907


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

8%

4%

4%

5%

7%

7%

9%

13%

16%

26%


For a research institution

For my friend or familymember

For a patient or client

For a public health agency

For a physician'soffice/hospital

For a business / workplace

For a school / class project

For an educationalinstitution or teaching

For my own health or myfamily's health

I'm planning to use the information I found today:



3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

Strongly agree, 24%

Not applicable,

36%

Agree, 33%

Disagree, 6%

Strongly disagree,

1%

Based on the information you found, how likely are you to make changes

to your lifestyle to improve your health?



3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

1% 32%

1% 1%

4% 4% 4%

5% 5%

7% 8%

13% 15%

16% 19%

25% 31%

Other, please specify:None of the above

eCardsPinerest

RSS FeedsLinkedInWidgetsTwitter

BlogsText messages

PodcastsMobile websites

Online VideosMobile applications or "apps"

FacebookGoogle+

E-mail updates

Would you access information from CDC through other electronic channels or devices? (Please select all that apply): January 1, 2012, – December 31, 2012

N=42,907


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

13%

1%

1%

1%

1%

2%

2%

3%

5%

7%

9%

26%

30%

Other

Instant message from someone

Message directly from CDC on Facebook or Twitter

Message or recommendation from a friend on Facebook…

CDC's mobile site

TV, radio, newspaper, or magazine advertising

Don't know

Advertisement on another website

Email updates from the agency

Word of mouth recommendation from someone I know

Website is bookmarked

Search engine results

Familiarity with site/agency

Which of the following sources drove you to visit the site today? January 1, 2012, – December 31, 2012

N=42,906


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

7% 0% 0% 0% 0%

1% 1% 1%

2% 6% 6%

9% 10%

14% 20%

23%

Other, please specify:CDC Employee, staff, or contractor

Law enforcementGrantee

Policy maker, legislatorBusiness manager

Journalist or member of the mediaEmergency responder

Safety advisorTraveler

Scientist or researcherPublic health agency employee or public health professional

Educator, teacher or trainerStudent

Individual interested in healthHealthcare provider

Role January 1, 2012, – December 31, 2012

N=42,907


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

18%

2%

3%

3%

22%

52%

Other type of healthcareprovider, please specify:

Physician's assistant

Pharmacist orpharmaceutical

assistant

Physician, primarilyconducting research

projects

Physician, activelyseeing patients at least

2 days a week

Nurse or nursepractitioner

Health Care Provider Type January 1, 2021 - December 31, 2012

N=9,656

30%

2%

8%

9%

12%

39%

Other, pleasespecify

Researchinstitution

Not-for-profit

Large medicalpractice

Small medicalpractice

Hospital

Health Care Provider Location January 1, 2012 - December 31, 2012

N=9,657

• ASC • College or

School • Health Dept. • Home

Health


3%

19% 28%

40%

8% 2%

19 orunder

20-34yearsold

35-49yearsold

50-64yearsold

65 orolder

Prefernot to

answer

Age Jan. 1, 2012 – Dec. 31, 2012

N=42,907

5% 14%

34%

44%

3%

HighSchool or

Less

SomeCollege

CollegeDegree

AdvancedDegree

Prefer notto answer


N=42,907

23%

5%

5%

6%

10%

17%

17%

17%


Research scientist

Health communicator

Administrative staff

Management

Public health advocate

Epidemiologist

Health educator

Public Health Provider Type January 1, 2012 - December 31, 2012

N=3,677

10%

1%

1%

9%

9%

12%

28%

30%


Tribal public health agency

Territorial public healthagency

Public or commercialsector

Federal public healthagency

Not-for-profit

State public health agency

Local public health agency

Public Health Provider Location January 1, 2012 - December 31, 2012

N=3,678

CDC.gov Satisfaction Data American Customer Satisfaction ... · 2012 Satisfaction Report . Summary:...

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