Evaluating NIH Websites Using Customer Satisfaction Surveys
Author Information
Author(s): Fred B Wood, Elliot R Siegel, Sue Feldman, Cynthia B Love, Dennis Rodrigues, Mark Malamud, Marie Lagana, Jennifer Crafts
Primary Institution: National Institutes of Health
Hypothesis
The project aims to assess the value added to NIH websites by using the ACSI online survey.
Conclusion
The enterprise-wide experiment was successful, confirming the value of online customer surveys for evaluating NIH websites.
Supporting Evidence
- 55 out of 60 NIH websites implemented the ACSI survey.
- 42 websites generated sufficient data for formal reporting.
- NIH websites scored higher on customer satisfaction compared to government and private sector benchmarks.
Takeaway
The NIH used a special survey to ask people how happy they were with their websites, and most people said they liked them a lot.
Methodology
The evaluation included pre-project website profiles, email surveys, interviews with website staff, and observations of meetings.
Potential Biases
Low-traffic websites may not generate sufficient survey responses, leading to potential bias.
Limitations
The study was observational and not experimental, and many websites did not participate long enough for complete redesign cycles.
Participant Demographics
The study included a broad cross-section of NIH websites, with varying traffic and user demographics.
Digital Object Identifier (DOI)
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