Evaluating User Satisfaction with a Consumer Protection Hotline

Previous research has characterized toll free hotline users, but has not evaluated their satisfaction with this consumer service. Using a telephone survey of callers to the state-established Wisconsin consumer protection "Hotline," we study satisfaction with the Hotline and related services. Subgroups of the Wisconsin population that use the Hotline are identified. A related assessment examines users' problems in placing calls and their attitudes toward the Hotline. Responses about complainthandling procedures and data on the progress of the respondents' cases were also collected. Although most users are satisfied with the Hotline, low status and elderly persons are less satisfied. These same groups are less likely to use the Hotline. Responses about attitudes toward the agency and case progress or outcomes revealed other socioeconomic variations. The groups most satisfied with agency services have been found in previous research to have greater difficulty with the market place. Because the sample appeared to be sensitive to processing delays, better coordination among agencies seems desirable.