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Customer Satisfaction Scores

Satisfaction Scores

Satisfaction Scores

  • Jumped from 74 (Q2-2004) to 82 in Q4-2012.
  • CDC.gov received a satisfaction score of 82 in Q4-2012, while the average for Federal websites was 75.
  • In Q4-2012, CDC.gov was ranked 3rd in customer satisfaction for all government departmental websites.

Comparison of CDC Satisfaction Scores to All Federal ACSI Satisfaction Scores

2013 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 83 (out of 100) in Q4-2013.

Citizen satisfaction with the e-government experience dipped slightly, but insignificantly, in Q4 2013.

The fourth quarter of 2013 registered an average citizen satisfaction score of 74.6, which is insignificantly down from 74.9 in Q3 2013. It is believed that this may be reflective of the higher expectations that citizens have when it comes to getting information from departments, agencies and programs. However, average citizen satisfaction with e-government continues to outperform average citizen satisfaction with the overall federal government, recording a score of 74.6 for Q4 2013 compared to 66.1 for the overall federal government in the ACSI Federal Government Report 2013.

2013 Aggregate Report

The CDC ACSI 2012 Aggregate Report includes satisfaction data from 38,606 users who responded to CDC.gov's survey between January 1, 2013, and December 31, 2013. CDC is classified as a "top performer" by the American Customer Satisfaction Index.

  • Page last reviewed: March 19, 2014
  • Page last updated: March 19, 2014
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