Research Updates in Kidney and Urologic Health

Customer Satisfaction Survey Yields Helpful Information

The NIDDK Information Clearinghouses' customer satisfaction survey, launched in 2001, has been an extremely helpful tool in providing the National Kidney and Urologic Diseases Information Clearinghouse (NKUDIC) with customer feedback. The survey results have helped the clearinghouse staff to identify the needs of the customers and provide additional services in response to those needs.

The survey is available to customers on the NIDDK website, through clearinghouse email responses, and in print format—a survey is included with every publication order. NKUDIC information specialists also conduct surveys over the telephone. The results of the survey are entered into a database, where the information is compiled.

The most recent survey results have indicated that the Internet and newspapers or magazines are the two referral sources where customers most frequently hear about NKUDIC. Clearinghouse responsiveness, or the quickness and efficiency with which NKUDIC responds to inquiries, is also rated by customers who complete the survey. More than 94 percent of survey respondents have rated clearinghouse responsiveness as excellent or good.

NKUDIC has also received many compliments from the survey. Here are some of the comments the clearinghouse has received from customers:

• "Great service to the public and to nurses. My patients love these materials!"
  
  
• "The large print of booklets was very beneficial."
  
  
• "Thank you for your prompt and comprehensive reply. You folks do great work!"
  
  

In response to suggestions received through the survey, the clearinghouse is translating additional NKUDIC materials into Spanish. Some newly translated publications are Kidney Failure: Choosing a Treatment That's Right For You, High Blood Pressure and Kidney Disease, What I Need to Know About Kidney Stones, Kidney Disease of Diabetes, and the Bladder Control for Women (BCW) series.

The NKUDIC staff looks forward to receiving more customer feedback and providing additional services.

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