Performance Improvement 2005. ATSDR Web Site Customer Satisfaction Survey


The Agency for Toxic Substances and Disease Registry (ATSDR) redesigned its Web site to make it more user-focused and visually appealing according to a voluntary customer satisfaction survey which was developed in an effort to evaluate the effectiveness of the redesign. In June 2001, ATSDR posted the Agency for Toxic Substances and Disease Registry Customer Satisfaction Survey (OMB No. 09200-0028) to the home page of the ATSDR Web site. The original survey was 21-questions designed to provide ATSDR an analysis on how often people visited the site, what sort of information they were seeking, and how they used the material they found. In addition there were a number of questions about the “look” of the site. The data gathered was to be utilized to further improve content and navigation. Because of an extremely low response rate the number of questions was reduced by over 60% in 2002. This still did not significantly increase the number of respondents. The survey remained on the Web site until September 30, 2003 when it was pulled. In over two years, less than 20 people responded to the survey. An analysis of the survey effort seems to indicate that people don’t tend to respond to surveys unless they are being compensated. This conclusion is based on a comparison of earlier efforts undertaken by ATSDR where respondents were compensated, resulting in a much higher return rate.

PIC ID: 7739; Agency Sponsor: ATSDR, Agency for Toxic Substances and Disease Registry; Federal Contact: Cox, Joanne, 404-498-0188; Performer: (unknown),

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