Evaluation of CDC-INFO Services
CDC-INFO is continuously monitored for quality assurance and customer satisfaction. Data and analyses generated through an evaluation of CDC-INFO quality of contact handling are primarily used to assess consumer satisfaction, service effectiveness and to continually improve services. Customer service representatives, contacts, e-mail correspondence writers, and health specialist representatives are scored on the quality of their responses to an inquirer′s question received by CDC-INFO. The responses are scored using these evaluation measures: accuracy of response, completeness of information, and manner of delivery/tone.
What impact does CDC-INFO have?
By responding to your questions, CDC-INFO provides information and education. In many instances, the information provided has helped people make behavior changes which lead to healthier individuals and communities. Survey data show that 81% of respondents indicated in a call-back survey that they made a behavior change because of CDC-INFO health information they received.