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Evaluating User Satisfaction with a Consumer Protection Hotline
Author(s) -
LIPPERT ALICE,
DONALD MAURICE MAC
Publication year - 1981
Publication title -
journal of consumer affairs
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.582
H-Index - 62
eISSN - 1745-6606
pISSN - 0022-0078
DOI - 10.1111/j.1745-6606.1981.tb00697.x
Subject(s) - hotline , complaint , agency (philosophy) , toll , consumer satisfaction , telephone survey , service (business) , business , advertising , marketing , psychology , medicine , telecommunications , engineering , political science , sociology , social science , law , immunology
The consumer complaint‐handling literature characterizes users of toll‐free Hotlines, but satisfaction with this consumer service has not been evaluated. A telephone survey was conducted of callers to a Wisconsin consumer protection Hotline in an effort to assess user satisfaction. When filers of complaints and inquiries were compared, it was found that complainants were more likely to have used the Hotline more than once or to have recommended it to others, while inquirers expressed greater satisfaction with the agency. As expected from previous research, users were generally satisfied with the Hotline and related services; high‐status groups were most satisfied; and low‐status persons were less likely to have used the Hotline.