Performance Improvement 2005. Customer Satisfaction Study of the National Women’s Health Information Center’s (nwhic) Toll-free Call Center Service


The purpose of this evaluation was to determine how effective NWHIC’s toll-free service is in meeting its goal to provide all women no-cost access to a wide range of health information, including referrals and publications. The Office on Women’s Health manages the National Women’s Health Information Center (NWHIC), a “one stop shopping” resource that provides current, reliable, commercial and cost-free health information and referrals to women and health professionals. NWHIC has two main features: a web site at and a toll-free call center. The response rate was 74.4 percent, and 1,489 callers completed the survey. Major findings included: (1) overall customer satisfaction is either good or very good, (2) a majority of callers received requested publications within an acceptable timeframe, and (3) an overwhelming majority rates the materials as useful or very useful.

PIC ID: 8132; Agency Sponsor: OPHS, Office of Public Health and Science; Federal Contact: Scardino, Valerie, 202-205-0270; Performer: RTI International, Research Triangle Park, NC

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