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Customer satisfaction survey. NIOSH publications and information services.

Anderson-VP; Schulte-PA
NIOSH 2004 Dec; :1-48
In 2003, the National Institute for Occupational Safety and Health (NIOSH), in collaboration with four professional stakeholder associations, developed and administered a customer satisfaction survey. The purpose of the survey was to determine stakeholders' experiences with NIOSH publications and information services and to solicit suggestions for improving them. The four professional associations surveyed included the American Association of Occupational Health Nurses (AAOHN), the American College of Occupational and Environmental Medicine (ACOEM), the American Industrial Hygiene Association (AIHA), and the American Society of Safety Engineers (ASSE). Of the 1,200 anonymous and randomly selected participants, 688 persons responded, yielding a 57% response rate. The majority of respondents identified themselves as being well educated and experienced professionals who worked in large organizations, had Internet access, and performed a variety of occupational safety and health (OSH) activities. Respondents ranked the Occupational Safety and Health Administration (OSHA) and NIOSH as primary sources of OSH information. Seventy-four percent of the respondents reported that they read or referred to NIOSH OSH information within the past 12 months, and 76% reported that they had previously taken a course in which NIOSH publications were used as information materials. Of the respondents that had used or referred to NIOSH materials in the past, 80% felt that their organization's safety and health practices had been influenced a lot or a little by NIOSH publications, and approximately half (49%) reported that NIOSH publications were cited or referred to by name in their organization's policies and procedures. The vast majority of respondents (97%) who had used or referred to NIOSH materials in the past strongly agreed or agreed that NIOSH is an important resource for the OSH community and (99%) strongly agreed or agreed that NIOSH is a credible source for obtaining OSH information. These respondents also strongly agreed or agreed with statements that characterized NIOSH publications as useful, practical, clear, and impartial. The NIOSH Web site was reported as the most popular method of obtaining NIOSH information. Although the findings reflect favorably for NIOSH, 21% of the respondents had not used or were not familiar with NIOSH publications or information services. This percentage varied by professional association, with AIHA and ASSE respondents indicating higher past use. Items that rated high for future NIOSH publications included practical applications and guides, documents for educating workers and employers, and criteria documents. Highly rated improvements to NIOSH information dissemination efforts included announcing publications on the NIOSH Web site, publicizing NIOSH Health Hazard Evaluations, and creating CD-ROM collections of publications. The survey results suggest that NIOSH could (1) expand its outreach to the 21% of respondents who had not used NIOSH materials, (2) examine the proportion of technical to nontechnical publications produced by NIOSH, (3) rework dissemination plan strategies, and (4) expand future efforts to include non-OSH professionals. As a cautionary note, the 43% of selected participants who did not respond to the survey may limit the ability to make inferences about the full population. Nonetheless, NIOSH can use the baseline response levels in this survey to target ways for continuing to improve the usefulness, relevance, and quality of its publications
Public-health; Occupational-health; Questionnaires
Education and Information Division, National Institute for Occupational Safety and Health, Centers for Disease Conrol and Prevention, 4676 Columbia Parkway, Cincinnati, Ohio 45226
Publication Date
Document Type
Fiscal Year
NTIS Accession No.
NTIS Price
NIOSH Division
Priority Area
Research Tools and Approaches: Intervention Effectiveness Research
Source Name
National Institute for Occupational Safety and Health