About FDA

Overall website score (1)

Dictionary: When browsing the FDA website, visitors are randomly asked to complete a survey evaluating customer satisfaction factors in areas like look-and-feel, search, navigation, content, site performance, and transparency. Using the American Customer Satisfaction Index (ACSI) methodology, a score is assigned to monthly survey results (2).

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Footnotes

• (1) Tracking against this measure did not begin until November 2010.
• (2) The American Customer Satisfaction Index (ACSI) is an economic indicator based on modeling of customer evaluations of the quality of goods and services purchased in the United States and produced by both domestic and foreign firms with substantial U.S. market shares.

Overall Center for Biologics Evaluation and Research (CBER) score (1)

Fiscal Year - 2011

Time	Target	Number
Nov 2010	N/A	76
Dec 2010	N/A	69
Jan 2011	N/A	71
Feb 2011	N/A	66
Mar 2011	N/A	65
Apr 2011	N/A	63
May 2011	N/A	65
Jun 2011	N/A	67
Jul 2011	N/A	60
Aug 2011	N/A	68
Sep 2011	N/A	70

FY 2011 Average Score: 66

Overall Center for Drugs Evaluation and Research (CDER) score (1)

Fiscal Year - 2011

Time	Target	Number
Nov 2010	N/A	69
Dec 2010	N/A	62
Jan 2011	N/A	63
Feb 2011	N/A	67
Mar 2011	N/A	64
Apr 2011	N/A	65
May 2011	N/A	65
Jun 2011	N/A	67
Jul 2011	N/A	61
Aug 2011	N/A	64
Sep 2011	N/A	64

FY 2011 Average Score: 64

Overall Center for Devices and Radiological Health (CDRH) score (1)

Fiscal Year - 2011

Time	Target	Number
Nov 2010	N/A	67
Dec 2010	N/A	66
Jan 2011	N/A	66
Feb 2011	N/A	68
Mar 2011	N/A	62
Apr 2011	N/A	62
May 2011	N/A	65
Jun 2011	N/A	74
Jul 2011	N/A	68
Aug 2011	N/A	64
Sep 2011	N/A	67

FY 2011 Average Score: 66

Overall Center for Food Safety and Nutrition (CFSAN) score (1)

Fiscal Year - 2011

Time	Target	Number
Nov 2010	N/A	64
Dec 2010	N/A	64
Jan 2011	N/A	61
Feb 2011	N/A	63
Mar 2011	N/A	63
Apr 2011	N/A	64
May 2011	N/A	65
Jun 2011	N/A	66
Jul 2011	N/A	66
Aug 2011	N/A	62
Sep 2011	N/A	69

FY 2011 Average Score: 64

Overall Center for Tobacco (CTP) score (1)

Fiscal Year - 2011

Time	Target	Number
Nov 2010	N/A	66
Dec 2010	N/A	62
Jan 2011	N/A	65
Feb 2011	N/A	68
Mar 2011	N/A	67
Apr 2011	N/A	71
May 2011	N/A	72
Jun 2011	N/A	74
Jul 2011	N/A	69
Aug 2011	N/A	63
Sep 2011	N/A	73

FY 2011 Average Score: 69

Overall Center for Veterinary Medicine (CVM) score (1)

Fiscal Year - 2011

Time	Target	Number
Nov 2010	N/A	68
Dec 2010	N/A	67
Jan 2011	N/A	71
Feb 2011	N/A	72
Mar 2011	N/A	65
Apr 2011	N/A	71
May 2011	N/A	71
Jun 2011	N/A	74
Jul 2011	N/A	62
Aug 2011	N/A	68
Sep 2011	N/A	65

FY 2011 Average Score: 69