CDC-INFO

CDC-INFO is CDC's national contact center, delivering health information to consumers, providers, and professionals calling or e-mailing on a wide variety of disease prevention and health promotion topics. CDC-INFO also provides customer feedback and data to CDC and CDC programs to inform strategic planning and agency activities.

CDC-INFO Inquiry Volume

After a decline in volume from FY06 to FY07, FY08 call volumes increased by 2.5% over the previous year and are projected to increase by a further 4.3% in FY09. Email volume has been increasing steadily increasing, by 38.6% in FY07, 27.7% in FY08, and a projected 56.7% increase in FY09.

Source: CDC-INFO Data Warehouse

 

CDC-INFO Caller Demographics (FY08)

 

Source: CDC-INFO Customer Satisfaction Survey

 

CDC-INFO Caller Behavior Change (FY08)

Did what you learned make you want to change any behaviors?

• Yes: 49.8%
• No: 49.1%
• Not Sure: 1.1%

[If Yes] What behavior do you plan to change?

• Reduce risky sexual behavior: 30.2%
• Get vaccinated / take medications: 8.1%
• Change diet, eating or exercise habits: 6.5%
• Be more aware, cautious: 6.5%
• Get tested: 5.2%
• Be calmer / more hopeful: 4.0%
• Practice better hygiene: 2.4%
• Quit smoking: 1.3%
• Other: 32.5%
  

[If Yes] Have you made any behavior changes?

• Yes : 81.0%
• No : 12.0%
• Not yet, but plan to: 7.0%

CDC-INFO Customer Satisfaction

From spring 2007 to spring 2009, more than 75% of callers have declared themselves "Very Satisfied" with their CDC-INFO experience every month (23.4% participation for the period shown).

Source: CDC-INFO Customer Satisfaction Survey

CDC-INFO Publication Orders

FY09 publications order shipments are down by 19.2% (as of June 2009) over the same period in FY08, although the transition of NPIN inventory to CDC-INFO in July 2009 is expected to reduce or reverse this trend.

Source: CDC-INFO Publications Warehouse

For additional information on this data, contact Chris Tolley, NCHM, Division of eHealth Marketing at Ctolley@cdc.gov.