NDDIC News

Customer Satisfaction Survey

The customer satisfaction survey, launched by the National Institute of Diabetes and Digestive and Kidney Diseases (NIDDK) information clearinghouses in 2001, has been extremely helpful in providing the National Digestive Diseases Information Clearinghouse (NDDIC) with customer feedback. The survey results have helped clearinghouse staff identify customers' needs and provide additional services in response to those needs.

The survey is available on the NIDDK website, via clearinghouse email responses, and in print format—one survey is included with every publication order. NDDIC information specialists also conduct surveys over the telephone. The replies to the survey are entered into a database, where the data are compiled.

Survey results from the past 12 months indicate that the Internet and NIDDK publications are the two main referral sources for NDDIC. Clearinghouse responsiveness, or the quickness and efficiency with which NDDIC responds to inquiries, is also rated by customers who complete the survey. Nearly 93 percent of survey respondents rate clearinghouse responsiveness as excellent or good.

NDDIC has also received many compliments through the survey, including thanks for quick responses and helpful information.

In response to suggestions received through the survey, the clearinghouse developed and launched an online ordering system (see What You Need to Know About NDDIC Online for additional information) and will continue to promote clearinghouse services. NDDIC staff look forward to receiving customer feedback and providing additional services.

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NIH Publication No. 04–4552
May 2004