“…We have not come across a study in which clients were asked to rate their satisfaction with helpline services that did not show highly positive results. When clients are asked to rate their satisfaction or perceived helpfulness, between 60% and 80% give positive responses (e.g., Apsler & Hoople, 1976; King, 1977; McKenna, Nelson, Chatterson, Koperno & Brown, 1975; Motto, 1971; Rogers & Rogers, 1978; Stein & Cotler, 1973; Stein & Lambert, 1984; Streiner & Adam, 1987; Tekavcic‐Grad & Zavasnik, 1987; Wold, 1973). One of the reasons satisfaction studies may always get positive results is the fact that response rates in satisfaction studies are generally poor; that is, those who were satisfied are more likely to respond to follow‐up than those who were not.…”