THE CPSC CONSUMER HOTLINE: CUSTOMER SATISFACTION REPORT
Consumer Product Safety Commission
THE CPSC CONSUMER HOTLINE: CUSTOMER SATISFACTION REPORT
CPSC Document #3001
August 1995
The U.S. Consumer Product Safety Commission (CPSC) has as
its primary mission protecting the public against unreasonable
risks of injuries and deaths associated with consumer products.
CPSC has jurisdiction over about 15,000 types of consumer
products, from coffee makers, to toys, to lawn mowers, to
fireworks.
The Commission's toll-free Hotline 1-800-638-CPSC (1-800-
638-2772) provides potentially life-saving information on product
recalls and on using products safely. The Hotline staff also
takes reports and complaints about hazardous products from
callers that can help the agency in recalling unsafe products or
taking other actions to prevent product-related injuries and
deaths.
Customer Service Standards. The Agency's customer service
plan includes five major standards for the Hotline. This plan
was established as part of the Commission's implementation of
Vice President Gore's National Performance Review and Chairman
Ann Brown's designation of CPSC as a "Federal Reinvention
Laboratory". Callers to the Hotline can expect to:
* RECEIVE EASY-TO-FOLLOW INSTRUCTIONS ON HOW TO USE THE HOTLINE.
The CPSC staff responds to customer suggestions and
regularly reviews recorded messages and instructions
provided over the Hotline to be sure the system is as
easy to use as possible. Non-English-speaking callers
can receive assistance in 16 different languages in
addition to English and Spanish
.
* HEAR THE MOST UP-TO-DATE AND EASY-TO-UNDERSTAND RECORDED
INFORMATION ON RECALLS AND CONSUMER PRODUCT SAFETY 7 DAYS A
WEEK, 24 HOURS A DAY.
The CPSC staff continually reviews and updates recorded
messages regularly and removes outdated messages. This
review makes the system less complex and easier to use. In
the 3-month period ending June 30, 1995, the Hotline
added, updated, or deleted recorded messages about 70 times.
The recorded message system is updated within 24 hours of
new information being released to the public 100 percent of
the time.
* RECEIVE COURTEOUS SERVICE.
New Hotline staff are trained to give proper, courteous
telephone service; existing staff is regularly reminded of
the importance of providing friendly, responsive service to
all callers.
* HAVE EACH COMPLAINT TAKEN ACCURATELY AND RECEIVE A COPY OF THE
REPORT TO CONFIRM THE INFORMATION.
In the 3-month period ending June 30, 1995, the Hotline
received 1,210 reports from consumers about possible product
hazards. Written copies of the reports were sent to 100
percent of these callers to confirm the information they
gave over the telephone. No inaccuracies or errors were
reported.
* BE CONTACTED THE NEXT BUSINESS DAY IF THE MESSAGE WAS LEFT AT
NIGHT, WEEKENDS OR HOLIDAYS, OR RECEIVE A LETTER CONFIRMING
RECEIPT OF THE MESSAGE, IF A RETURN CALL IS NOT DESIRED.
In the 3-month period ending June 30, 1995, 100 percent of
the 457 after-hours calls were returned the next business
day.
CUSTOMER SERVICE IMPROVEMENTS
A survey of Hotline callers in July 1994 found that most
callers were satisfied with Hotline services. Over 90 percent of
callers reporting product complaints were satisfied with the way
the Hotline worked and the information they received. For non-
staff-assisted calls, 80 percent of the callers were satisfied
with Hotline services.
Hotline callers also were asked for suggestions for
improvements. Callers wanted the automated system to require
fewer buttons to push, fewer busy signals, and more staff-
assisted calls. They also thought that publicizing the Hotline's
availability would increase its use. Based on the
recommendations of callers and staff, the Hotline implemented
these improvements:
- Made recorded Hotline option menus and messages easier to
use;
- Increased the number of incoming phone lines from 8 to 24
(the Hotline computer based systems will soon have the
capability of handling 48 lines to provide the Commission
the option to expand its level of customer service in the
future);
- Increased the number of Hotline staff 50 percent to improve
overall customer service, particularly during peak periods;
- Publicized the Hotline to increase awareness and use of
Hotline services, with special efforts to reach African-
Americans, Hispanics and Native Americans;
- Coordinated Hotline services with fax-on-demand and the
Internet to provide additional ways for consumers to report
safety problems or receive safety information;
- Added bi-lingual Hotline staff who can serve callers in both
English and Spanish.
CONTINUED IMPROVEMENTS
The Commission will continue to listen to our customers and
improve Hotline services in response to the suggestions it
receives. We have included the following message in our
introductory recorded messages to callers:
Give us your comments and suggestions during your call; or
send them to CPSC, Washington, D.C. 20207; fax them to us at
(301) 504-0124 or 0025; or e-mail them to info@cpsc.gov.
With your help, we can make CPSC work better for consumers.