2018 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:
The following report includes satisfaction data from users who responded to CDC.gov’s desktop and mobile surveys between January 1, 2018, and December 31, 2018. 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 2018 calendar year, CDC’s desktop site received an overall satisfaction rating of 79 (on a scale of 100). As such, CDC is classified as a “top performer” by the American Customer Satisfaction Index. In Q4 of 2017:

Mobile Satisfaction Overview
During the 2018 calendar year, CDC’s mobile site received a satisfaction rating of 81 (on a scale of 100). The American Customer Satisfaction Index considers a score of 80 or higher as “Excellent.” The average for Federal websites in Q4 2017 was 77.5.

 

Desktop
Jan 1, 2018 – Dec 31, 2018
N=10,429

From January 1, 2018 – December 31, 2018, 16,021 users were presented with the ACSI Survey.  Of those presented, 9,143 took the survey.

Role

  • Healthcare Providers: 25%
  • Individuals Interested in Health: 16%
  • Educators: 11%
  • Students: 11%
  • Traveler: 7%
  • Public Health Professional: 9%
  • Scientist or Researcher: 7%
  • Other: 6%
  • Safety Advisor: 2%
  • Business manager: 1%
  • Journalist/Media: 1%
  • CDC Employee, staff or contractor: 1%

Users were primarily looking for:

  • Disease Related Information: 19%
  • Info about the selected health topic: 15%
  • Data and stats: 14%
  • Healthcare Provider Guidelines: 13%
  • Educational Materials: 11%
  • Research and publications: 8%
  • Other: 6%
  • Training Materials: 5%
  • Fact Sheets: 4%
  • Multimedia: 1%
  • Jobs/Careers: 1%
  • Tools/Software: 1%
  • Infographics: 1%
  • Campaign Initiatives: 1%

Successfully found what they were looking for:  91% (yes 67%, partially 23%)

Frequent users:  48% (Monthly 23%, Weekly 21%, Daily 5%)

New users: 21% (“This is my first time using the CDC.gov site”)

Age

  • 19 or under: 4%
  • 20-34: 13%
  • 50-64: 42%
  • 35-49:  20%
  • 65 or older: 18%
  • Prefer not to answer: 3%

College degree:  81% (College Degree 33%, Advanced Degree 48%)

Gender

  • Female: 61%
  • Male:  35%
  • Prefer not to answer: 5%

 

Mobile
Jan 1, 2018 – Dec 31, 2018
N=41,183

From January 1, 2018 – December 31, 2018, 183,123 users were presented with the ACSI Survey.  Of those presented, 41,183 took the survey.

Role

  • Individuals Interested in Health: 42%
  • Healthcare Providers: 19%
  • Traveler: 8%
  • Public Health Professional: 9%
  • Other: 9%
  • Students: 7%
  • Educators: 5%
  • Scientist or Researcher: 3%
  • Safety Advisor: 1%
  • Emergency Responder: 1% 

Users were primarily looking for:

  • Disease Related Information: 33%
  • Info about the selected health topic: 19%
  • Healthcare Provider Guidelines: 10%
  • Data and stats: 9%
  • Research and publications: 7%
  • Educational Materials: 3%
  • Other: 5%
  • Training Materials: 3%
  • Fact Sheets: 3%
  • Print Materials: 1%
  • Jobs/Careers: 1%
  • Tools/Software: 1%
  • Grants/Funding: 1%

Successfully found what they were looking for:  84% (yes 64%, partially 20%)

Frequent users:  39% (Monthly 18%, Weekly 16%, Daily 5%)

New users: 33% (“This is my first time using the CDC.gov site”)

Age

  • 19 or under: 5%
  • 20-34: 18%
  • 50-64: 34%
  • 35-49:  25%
  • 65 or older: 16%
  • Prefer not to answer: 2%

College degree:  67% (College Degree 31%, Advanced Degree 36%)

Gender

  • Female: 64%
  • Male:  32%
  • Prefer not to answer: 4%

Page last reviewed: June 8, 2018