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In Metropolitan New York, Long Island, and the
Mid-Hudson Region

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For Consumers

California Performance Survey (2006)

Page: BBB AUTO LINE Customer Feedback

1. How did you find out about BBB AUTO LINE?
		Response Percent	Response Count
Dealer		20.0%	18
Manufacturer 800 line staff		4.4%	4
Manufacturer by letter		1.1%	1
Manufacturer warranty book		5.6%	5
Local BBB		4.4%	4
Internet search		28.9%	26
Press or other news outlet		3.3%	3
Government agency		2.2%	2
Friend or family		23.3%	21
Other		6.7%	6
	*answered question*		90
	*skipped question*		0

2. Prior to contacting BBB AUTO LINE, were you aware of the California lemon law?
		Response Percent	Response Count
Yes		90.0%	81
No		10.0%	9

3. Please rate the BBB representative on his/her interaction with you.
	Excellent	Above Average	Average	Below Average	Poor	Response Count
The courtesy of the representative	78.7% (70)	10.1% (9)	5.6% (5)	2.2% (2)	3.4% (3)	89
The representative's knowledge of my case	70.0% (63)	14.4% (13)	11.1% (10)	3.3% (3)	1.1% (1)	90
The representative’s knowledge of the process	73.3% (66)	16.7% (15)	7.8% (7)	1.1% (1)	1.1% (1)	90
The accessibility of the BBB representative	64.4% (58)	16.7% (15)	16.7% (15)	2.2% (2)	0.0% (0)	90
The accuracy of information provided by the representative	64.0% (57)	21.3% (19)	10.1% (9)	2.2% (2)	2.2% (2)	89
The assistance provided to resolve the dispute	67.8% (61)	16.7% (15)	8.9% (8)	4.4% (4)	2.2% (2)	90
The neutrality of the BBB representative	66.7% (60)	14.4% (13)	13.3% (12)	3.3% (3)	2.2% (2)	90

4. Please rate the BBB AUTO LINE process.
	Excellent	Above Average	Average	Below Average	Poor	Response Count
The speed to resolve the dispute	58.3% (49)	21.4% (18)	11.9% (10)	6.0% (5)	2.4% (2)	84
The ease of use	65.1% (54)	18.1% (15)	10.8% (9)	4.8% (4)	1.2% (1)	83

5. Would you recommend the process to other people?
		Response Percent	Response Count
Yes		93.3%	84
No		6.7%	6

6. If your case had not settled and proceeded to an arbitration hearing, which type of hearing would you have preferred?
		Response Percent	Response Count
written hearing		12.4%	10
telephone hearing		16.1%	13
in-person hearing		71.6%	58

7. If your case had not settled and proceeded to an arbitration hearing, which type of individual would you prefer as the arbitrator (i.e. decision maker)?
		Response Percent	Response Count
Consumer		28.9%	24
Attorney		34.9%	29
Technician or mechanic		6.0%	5
No opinion		30.1%	25

8. If BBB AUTO LINE did not exist for you, what would you most likely have done?
		Response Percent	Response Count
Hired an attorney		58.9%	53
Sold the vehicle		16.7%	15
Continued to work with the manufacturer/dealer		14.4%	13
Other		10.0%	9

9. Does the BBB AUTO LINE program provide a valuable service to California consumers?
		Response Percent	Response Count
Yes		92.2%	83
No		7.8%	7
	*answered question*		90
	*skipped question*