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Customer Satisfaction Program FY12

NOTE: This page is archived for historical purposes and is no longer being maintained or updated.


  • The Objective of the Customer Satisfaction Program is to improve and enhance organizational effectiveness through increased understanding of customer needs and increased communication with customers
Logos of key partners

Applicable Standards

  • ISO
  • NFPA
  • 42 CFR 84
  • ANSI
  • ASTM

Key Partners

  • OPM



  • Emergency Response Workers
  • Employers
  • Workers
  • PPE Manufacturers

Project Scope

  • The results of activities incorporated into NPPTL program plans to improve organizational effectiveness and customer satisfaction. The impact of the results is improved worker protection.


  • 1Q Assessed survey results from 2011 Stakeholder Meeting Point of Service Survey input
  • 3Q Point of Service Survey for 2012 Stakeholder Meeting
  • 4Q Assess results of the survey to plan 2013 Stakeholder Plans


  • Customer Satisfaction Survey Results from 2005 and 2008
  • 10 Presentations to external stakeholders
  • 3 Focus Group Reports (Manufacturers, Public Safety, Healthcare)
  • Point of Service surveys for Annual Stakeholder Meetings


  • Provides external evaluation to validate current activities or redirection
  • CDC used NPPTL CSS Program as model for new CDC Evaluation Assessment Program to evaluate CDC outcomes
Page last updated: April 17, 2012
Page last reviewed: April 17, 2012
Content Source: National Institute for Occupational Safety and Health (NIOSH)
National Personal Protective Technology Laboratory