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  1. Center for Devices and Radiological Health

CDRH Customer Service

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Excellent customer service means understanding and addressing, as appropriate, stakeholders’ and colleagues’ needs through:

  • active listening,
  • problem solving,
  • seeking out the ideas of others,
  • explaining the reason for our decisions and requests for information,
  • learning from our mistakes, and
  • doing our best.

Providing excellent customer service improves our interactions with stakeholders and colleagues and supports better regulatory outcomes, which improves public health. Providing excellent customer service does not change our regulatory obligations. It does not mean letting unsafe or ineffective devices on the market - it instead requires identifying and meeting our customers' needs, as appropriate, while still achieving our mission and vision.

We have also developed a survey to gather feedback about your interactions with CDRH. Please take a few minutes to take the survey.

On June 16, 2014, CDRH officially launched the Customer Satisfaction survey. CDRH has met and exceeded each established target for providing excellent customer service. Below are CDRH's customer satisfaction rating for each of the target survey periods.

CDRH's Customer Service Rating

  • June 16, 2014 - December 31, 2014 - 83%

  • January 1, 2015 - June 30, 2015 - 88%

  • July 1, 2015 - December 31, 2015 - 87%

  • January 1, 2016 - June 30, 2016 - 84%

  • July 1, 2016 - December 31, 2016 - 85%

  • January 1, 2017 - June 30, 2017 - 89%

  • July 1, 2017 - December 31, 2017 - 88%

  • January 1, 2018 - June 30, 2018 - 89%

  • July 1, 2018 – December 31, 2018 – 87%

  • January 1, 2019 - June 30, 2019 - 84%

  • July 1, 2019 - December 31, 2019 - Not Rated (The CDRH Customer Service was updated and made available again on December 1, 2019.)

  • January 1, 2020 - June 30, 2020 - 92% 

  • July- September Q3 2021 (CY) 91%

  • October – December Q4 2020 (CY) 93%

  • January – March Q1 2021 (CY) 92%

  • April – June Q2 2021 (CY) 96%

  • July - September Q3* 2021 (CY) 92% (as of August 31, 2021)

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