| Abstract: | 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. |
