2021 CDC.gov Satisfaction Report

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Background:
The American Customer Satisfaction Index (ACSI) provides an independent measure of user satisfaction. The ACSI’s time-tested, scientific model provides key insights across the entire CDC.gov web experience.

Summary:

From January 1, 2021 to December 31, 2021, 354,136 respondents took the CDC Survey.

The following report includes satisfaction data from users who responded to CDC.gov’s desktop and mobile surveys. Users took different surveys based on how they visited the CDC website – either on desktop or on a mobile device.

Desktop Satisfaction Overview
During the 2021 calendar year, CDC’s desktop site received an overall satisfaction rating of 72 (on a scale of 100).

Mobile Satisfaction Overview
During the 2021 calendar year, CDC’s mobile site received a satisfaction rating of 75 (on a scale of 100).

Desktop

Jan. 1,2021 – Dec. 31, 2021
N=143,863

Role

  • Individual interested in health: 46%
  • Healthcare provider: 14%
  • Other: 12%
  • Traveler: 8%
  • Educators: 5%
  • Student: 4%
  • Public health professional: 3%
  • Scientist or researcher: 3%
  • Business manager: 3%
  • Safety advisor: 1%
  • Journalist or member of the media: 1%

Users were primarily looking for:

  • info about the selected health topic: 19%
  • Other: 19%
  • General information about symptoms, causes, risk factors, tests, or treatment: 16%
  • Data and statistics: 16%
  • healthcare provider Guidelines: 7%
  • Educational materials: 6%
  • Scientific research, articles, publications, and journals: 5%
  • Fact Sheets: 4%
  • Professional training Materials: 3%
  • Print materials: 1%
  • Info graphics: 1%
  • Tools/ Software: 1%

Successfully found what they were looking for:  78% (yes 55%, partially 23%)

Frequent users: 45% (Weekly 19%, Monthly 19%, Daily 7%)

New users: 30% (“This is my first time”)

Age

  • 65 or older: 37%
  • 50-64 years old: 36%
  • 35-49 years old: 14%
  • 20-34 years old: 6%
  • Prefer not to answer: 5%
  • 19 or under: 2%

College degree: 72% (College Degree 33%, Advanced Degree 39%)

Gender:

  • Female: 57%
  • Male: 36%
  • Prefer not to answer: 8%

 

Mobile

Jan. 1, 2021 – Dec. 31, 2021
N=210,273

Role

  • Individual interested in health: 57%
  • Other: 13%
  • Healthcare provider: 10%
  • Traveler: 9%
  • Educator, teacher or trainer: 3%
  • Public health Professional: 2%
  • Scientist or researcher: 1%
  • Student: 1%
  • Business manager: 1%
  • Safety advisor: 1%

Users were primarily looking for:

  • General information about symptoms, causes, risk factors, tests, or treatment: 25%
  • General information about the health topic selected: 20%
  • Other: 18%
  • Data and statistics: 12%
  • Guidelines and recommendations for healthcare providers: 5%
  • Scientific research, articles, publications, and journals: 5%
  • Fact Sheets: 4%
  • Educational materials: 4%
  • Professional training for healthcare providers, researchers, public health professionals, etc.: 2%
  • Tools, software applications, systems, and other resources: 2%
  • Info graphics: 1%
  • Print materials (fact sheets, brochures, posters, etc.): 1%
  • Grants and funding opportunities: 1%
  • Jobs and careers: 1%

Successfully found what they were looking for: 74% (yes 53%, partially 21%)

Frequent users: 41% (Weekly 18%, Daily 8%, Monthly 17%)

New users: 34% (“This Is my first time”)

Age

  • 50-64 years old 39%
  • 65 or older 33%
  • 35-49 years old 18%
  • 20-34 years old 6%
  • Prefer not to answer 3%
  • 19 or under 1%

College Degree: 60% (College Degree 32%, Advanced Degree 28%)

Gender

  • Female 67%
  • Male 27%
  • Prefer not to Answer 5%
Page last reviewed: February 3, 2022
Content source: Office of Communications (OC)