Customer Satisfaction Scores
2012 Annual Summary
Customer satisfaction with CDC.gov has significantly increased, as measured by the American Customer Satisfaction Index (ACSI). CDC.gov's quarterly score jumped from 74 (Q2-2004) to 82 (out of 100) in Q4-2012.
A growing number of federal government services now are offered through websites. E-government, as this channel is called, has saved the federal government hundreds of millions of dollars annually, according to the Office of Management and Budget. These cost savings, coupled with the promise of better customer service and stronger citizen satisfaction, have driven significant growth in e-government over the last few years. Yet even as federal websites have expanded in number and scope, and attracted many more customers, satisfaction has remained strong.
With an overall ACSI score of 75, federal websites are one of the most satisfying aspects of the federal government. If the federal government continues to support e-government growth within agencies, while stressing the need to adopt relevant private-sector technologies, these websites should remain a bright spot for government in years to come.
2012 Aggregate Report
The CDC ACSI 2012 Aggregate Report includes satisfaction data from 42,908 users who responded to CDC.gov's survey between January 1, 2012, and December 31, 2012. CDC is classified as a "top performer" by the American Customer Satisfaction Index.