Local Consumer Information Systems for Services: A Test

This paper reports on a survey of consumers' experiences with local services firms that was conducted by the Montgomery County, Maryland Office of Consumer Affairs and supported by an FTC grant. Over 1,200 individuals evaluated auto repair, heating and air conditioning, home remodeling, roofing, and insulation contracting firms on three dimensions: satisfaction with work performed, price in relation to quality, and strength of recommendation. Results for the heating and air conditioning category were published and widely disseminated.