2020 CDC.gov Satisfaction Report

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, 2020 – December 31, 2020, 598,724 users were presented with the ACSI Survey. Of those presented, 265,489 took the 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 2020 calendar year, CDC’s desktop site received an overall satisfaction rating of 79 (on a scale of 100).

Mobile Satisfaction Overview
During the 2020 calendar year, CDC’s mobile site received a satisfaction rating of 81 (on a scale of 100).

Desktop

Jan. 1,2020 – Dec. 31, 2020
N=265,489

Role

  • Individual Interested in Health: 46%
  • Healthcare Providers: 15%
  • Other: 10%
  • Educators: 6%
  • Traveler: 5%
  • Business Manager: 5%
  • Public Health Professional: 3%
  • Student: 3%
  • Scientist or Researcher: 3%
  • Safety Advisor: 2%
  • Emergency Responder: 1%
  • Journalist/Media: 1%
  • Policymaker/Legislator: 1%

Users were primarily looking for:

  • Disease Related Information: 23%
  • Info about the selected health topic: 20%
  • Data and stats: 19%
  • Healthcare Provider Guidelines: 8%
  • Other: 8%
  • Educational Materials: 6%
  • Research and publications: 4%
  • Fact Sheets: 4%
  • Training Materials: 2%
  • Print Materials: 2%
  • Infographics: 1%
  • Tools/Software: 1%

Successfully found what they were looking for:  85% (yes 62%, partially 23%)

Frequent users: 41% (Weekly 18%, Monthly 12%, Daily 11%)

New users: 35% (“This is my first time”)

Age

  • 19 or under: 2%
  • 20-34: 7%
  • 35-49: 17%
  • 50-64: 41%
  • 65 or older: 29%
  • Prefer not to answer: 4%

College degree: 72% (College Degree 34%, Advanced Degree 38%)

Gender:

  • Female: 57%
  • Male: 36%
  • Prefer not to answer: 7%

 

Mobile

Jan. 1, 2020 – Dec. 31, 2020
N=415,472

Role

  • Individual Interested in Health: 59%
  • Healthcare Providers: 12%
  • Other: 10%
  • Traveler: 5%
  • Educators: 3%
  • Public Health Professionals: 2%
  • Business Manager: 2%
  • Scientist or Researcher: 1%
  • Student: 1%
  • Safety Advisor: 1%
  • Emergency Responder: 1%
  • Journalist/Media: 1%

Users were primarily looking for:

  • Disease Related Information: 33%
  • Info about the selected health topic: 20%
  • Data and stats: 17%
  • Other: 7%
  • Healthcare Provider Guidelines: 7%
  • Educational Materials: 4%
  • Research and publications: 4%
  • Fact Sheets: 3%
  • Training Materials: 2%
  • Infographics: 1%
  • Print Materials: 1%
  • Grants/Funding: 1%
  • Tools/Software: 1%
  • Jobs/Careers: 1%

Successfully found what they were looking for: 84% (yes 63%, partially 21%)

Frequent users: 41% (Weekly 17%, Daily 15%, Monthly 9%)

New users: 40% (“This Is my first time”)

Age

  • 19 or under: 1%
  • 20-34: 8%
  • 35-49: 23%
  • 50-64: 42%
  • 65 or older: 23%
  • Prefer not to answer: 2%

College Degree: 58% (College Degree 32%, Advanced Degree 26%)

Gender

  • Female: 69%
  • Male: 26%
  • Prefer not to answer: 5%

2020 CDC.gov en Espanol Satisfaction Report

Desktop
N= 4,490

Professions or Interests:

  • Individuals Interested in Health: 28%
  • Healthcare Providers: 21%
  • Educators: 13%
  • Student: 10%
  • Public Health Professional: 7%
  • Scientist or Researcher: 5%
  • Other: 4%
  • Safety Advisor: 4%
  • Business Manager: 3%
  • Journalist/Media: 1%
  • Traveler: 1%
  • Emergency Responder: 1%
  • Law Enforcement: 1%

Gender

  • Female: 50%
  • Male: 47%
  • Prefer not to answer: 3%

Age

  • 19 or under: 4%
  • 20-34: 17%
  • 35-49: 28%
  • 50-64: 38%
  • 65 or older: 12%
  • Prefer not to answer: 1%

Education Level

  • Advanced degree: 42%
  • College degree: 35%
  • Some college: 12%
  • High school or less: 7%
  • Prefer not to answer: 4%

Race

  • White: 58%
  • Prefer not to answer: 33%
  • Black or African American: 5%
  • American Indian or Alaska Native: 4%
  • Asian: 1%
  • Native Hawaiian or other Pacific Islander: 1%

 Mobile
N=5,171

Profession or Interest

  • Individuals Interested in Health: 47%
  • Healthcare Providesr: 20%
  • Other 7%
  • Educators: 6%
  • Public Health Professional: 5%
  • Student: 4%
  • Scientist or Researcher: 3%
  • Safety Advisor: 2%
  • Traveler: 2%
  • Business Manager: 1%
  • Emergency Responder: 1%
  • Law Enforcement: 1%
  • CDC Employee, staff or contractor: 1%
  • Journalist/Media: 1%

Gender

  • Female: 59%
  • Male: 38%
  • Prefer not to answer: 2%

Age

  • 19 or under: 3%
  • 20-34: 18%
  • 35-49: 36%
  • 50-64: 33%
  • 65 or older: 9%
  • Prefer not to answer: 1%

Educational Level

  • College degree: 34%
  • Advanced degree: 30%
  • Some college: 17%
  • High school or less: 15%
  • Prefer not to answer: 5%

Race

  • White: 58%
  • Prefer not to answer: 33%
  • Black or African American: 5%
  • American Indian or Alaska Native: 4%
  • Asian: 2%
Page last reviewed: July 26, 2021