1B Routine Customer Feedback Form (Screenshots)

NLM Email/Web Customer Service Satisfaction Survey--2012

OMB Control Number: 0925­0648 
Expiration Date: January 1, 2015 

Public reporting burden for this collection of information is estimated to average 5 minutes per response, including the 
time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and 
completing and reviewing the collection of information. An agency may not conduct or sponsor, and a person is not 
required to respond to, a collection of information unless it displays a currently valid OMB control number. Send 
comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for 
reducing this burden, to: NIH, Project Clearance Branch, 6705 Rockledge Drive, MSC 7974, Bethesda, MD 20892­7974, 
ATTN: PRA (0925­0648). Do not return the completed form to this address. 

Please answer the following questions. Click on the “Next” button at the bottom of each screen to go to the next screen 
and click the "Done" button on the last screen. 

NLM Email/Web Customer Service Satisfaction Survey--2012

*1. In what role are you asking your question today? Please select the one that best
applies.

j General Public
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j Patient with a specific disease or condition
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n

j Family or friend of a patient
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n

j Librarian or Information Professional
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n

j Researcher/ Scientist/Post­Doctorate
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n

j Health care professional (e.g., Physician, Dentist, Nurse, Pharmacist, Health Care Administrator, other Allied 
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Health staff) 

j Educator (Teacher, Professor, Instructor)
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j College/Graduate Student
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j Secondary Student (grades 7­12)
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j Publisher
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j News Reporter, Journalist, or Media
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j Legal or Law Enforcement Professional
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j IT Developer/ Systems Staff
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j Other
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*2. I received the answer to my question
j Yes
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j No
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j Partially
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NLM Email/Web Customer Service Satisfaction Survey--2012

*3. If you answered No or Partially, did you receive referrals to other resources or
organizations to help answer your question?

j Yes
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j No
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*4. Rate your level of satisfaction with NLM's reply.
Not at all satisfied Not very satisfied
The answer was 

Satisfied

Very satisfied

Extremely 
satisfied

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relevant or helpful.
I could understand the 
answer.
The answer was 
courteous.
The response was 
timely.

*5. Rate the information that was sent to you (Choose one).

j The amount of information sent was just right.
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n

j I was sent too much information.
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n

j I was not sent enough information.
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j I had to clarify or resend my original request.
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6. Have you ever contacted NLM before?
j Yes
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j No
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NLM Email/Web Customer Service Satisfaction Survey--2012

*7. Why did you contact the NLM? (Select all that apply).

c I needed health information, especially on diseases and conditions.
d
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c I needed health information on drugs, devices, herbs, or dietary supplements.
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c I needed to find where to order drugs, devices, herbs, dietary supplements, or other medical products.
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c I needed to find financial assistance for medical or dental care or for medications.
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c I needed help finding clinical trials information.
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c I needed medical or legal advice.
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c I needed historical information.
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c I needed statistical or other research information.
d
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c I had a question or comment about the MedlinePlus, NIH SeniorHealth, or other NLM consumer health 
d
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websites. 

c I needed help using PubMed or MEDLINE.
d
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c I needed a copy or the full text of an article or to borrow a book or audiovisual program.
d
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c I needed help using DOCLINE or Loansome Doc.
d
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c I needed help with using LinkOut.
d
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c I needed help using other NLM databases, products, or services, such as LocatorPlus, TOXNET, MeSH 
d
e
f
g

Vocabulary, and the NLM Classification. 

c I needed help using the Unified Medical Language System (UMLS), RxNorm, or SNOMED CT.
d
e
f
g

c I needed to find a citation, address, publisher, doctor, or organization, or to find if NLM owned a journal, book, 
d
e
f
g

image or audiovisual. 
c I wanted NLM to make a correction on a record, or report a missing citation in PubMed/MEDLINE, LocatorPlus, 
d
e
f
g

PubMed, DailyMed, or other NLM database or Web page. 

c I needed help with an NIH Manuscript Submission or its PubMed or PubMed Central status.
d
e
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g

c Other (please specify)
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NLM Email/Web Customer Service Satisfaction Survey--2012

*8. Mark any of the following NLM resources you used to try to answer your question
before contacting NLM customer services (select all that apply):

c PubMed/MEDLINE or PubMed Central and its HELP and FAQs
d
e
f
g

c MedlinePlus (Consumer Health resource)
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c ClinicalTrials.gov
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c DailyMed or other NLM Drug Information
d
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g

c LocatorPlus or the NLM Catalog
d
e
f
g
c NIH SeniorHealth
d
e
f
g

c History of Medicine resources and pages
d
e
f
g

c Toxicological and environmental resources such as TOXLINE,TOXNET, or Household Products
d
e
f
g

c DOCLINE or Loansome Doc or their HELP and FAQs
d
e
f
g

c Other NLM Frequently­Asked­Questions (FAQs) or NLM Fact Sheets
d
e
f
g
c None
d
e
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g

Other (please specify) 
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9. Mark any of the following non­NLM resources you used to try to answer your question
before contacting NLM customer services (select all that apply):

c Internet search engines, such as Google or Yahoo, “Ask­A” services, or patient forums or healthcare portals
d
e
f
g

c Health care professional (such as Doctor, Dentist, Nurse, Pharmacist, Health Care Administrator or other Allied 
d
e
f
g

Health staff) 

c Another library
d
e
f
g

c Other government resources (including NIH, FDA, CDC)
d
e
f
g

c Health care organizations or clearinghouses
d
e
f
g

c Other (please specify)
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e
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g

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NLM Email/Web Customer Service Satisfaction Survey--2012

*10. From what country are you contacting NLM? (Use the drop­down menu)
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NLM Email/Web Customer Service Satisfaction Survey--2012

*11. You indicated you are contacting NLM from the United States, from what state or
territory are you writing? (Use the drop­down menu)
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12. Do you have any other comments about NLM’s email/Web customer service or
suggestions for improvement or new services?
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