Findings From the First Multi-State Survey of EBT Recipients

February 2001

With the generous assistance of local advocates and community based agencies from around the country, the National Consumer Law Center conducted the first ever multi-state survey of low-income government benefit recipients whose benefits are delivered via electronic benefit transfer (EBT) systems. The surveys were conducted from late summer of 2000 through January 2001. In all, completed surveys were obtained for 352 individuals. These are the findings from those surveys.

DEMOGRAPHIC INFORMATION

Participants by State of Residence

Colorado 27
Illinois 9
Missouri 4
New York 129
Ohio 61
Pennsylvania 3
Tennessee 34
Washington 85

Participants by Area of Residence

live in:

a city 267 (76%)
the suburbs 14 (04%)
a rural area 53 (15%)
No Response 18

Participants by Age

Under 60 years old 227 (64%)
60 years old or older 105 (30%)
No Response 20

Participants by Highest Grade of School Completed

8th grade or less 90 (26%)
9th grade to 11th grade 73 (21%)
12th grade or more 152 (43%)
No Response 37

Participants by Identified Special Needs

4 use a wheelchair
47 have difficulty getting around due to physical disability
1 blind
19 have other visual problems (using EBT machines)
20 have a learning disability
26 have an emotional or mental disorder
64 non English speaking
68 have difficulty understanding written English
11 homeless
5 homebound (cannot leave home)
2 live in a group home
23 other

Participants by Primary Language

English 240 (68%)
Spanish 59 (17%)
Chinese 27 (08%)
Other 7 (02%)
No Response 19

PRELIMINARY QUESTIONS

Type of Benefits Received

336 (95%) Food Stamps
113 (32%) TANF
28 (08%) General Assistance

Stopped Receiving Benefits because of Switch to EBT?
Yes 4
No 335
No Response 13

Length of Time Using EBT

Less than a year 102
At least a year but less than 2 years 111
Two years or more 45
No Response 94

IN-PERSON TRAINING

Was in-person training on how to use the EBT card received?

62 (18%) Yes
190 No
100 No Response

If no, what reason was given for not attending in-person training?

74 (39%) did not know could go to training
4 training locations were not convenient
3 training times offered were not good
1 heard training was not useful
53 (28%) did not feel needed training
24 other

If attended in-person training, did respondent understand how to use the EBT card to get benefits?

53 Yes
3 No
6 No Response

After attending the training, did the respondent understand what to do if had any problems with the card?

47 Yes
7 No
8 No Response

Were special accommodations needed for the training?
6 Yes
46 No
10 No Response

If yes,

a. what accommodations were needed? (check all that apply)
0 wheelchair accessibility
1 translation services
1 child care services
0 closed captioning video
2 transportation to training site
1 other

b. were they provided?
1 Yes
3 No
2 No Response

USING THE EBT CARD

Have any benefits been missing from the EBT account that respondent thought should have been there?

All Respondents:

33 (9%) Yes
299 No
20 No Response

By Age:

Under 60

28 (12%) Yes
189 No
10 No Response

Over 60

3 (03%) Yes
92 No
10 No Response

By Education:

8th or less 4 (04%) Yes 81 No 5 No Response
9th - 11th 9 (12%) Yes 60 No 4 No Response
12th or more 14 (09%) Yes 132 No 6 No Response

If yes,

a. How does respondent think the benefits were taken or lost? (check all that apply)
4 lost or stolen card
5 wrong amount deposited into account
8 store clerk error or fraud
5 store machine error
4 ATM error
2 taken by someone I asked to shop for me
2 taken by another household member
8 do not know how it happened
4 other

b. About how much was missing?
$ 83.85 in food stamps
$ 53.91 in cash benefits

c. Did respondent report the problem?

All respondents:
17 (52%) Yes
15 No
1 No Response

By Education:
8th or less _____2 Yes 1 No
9th - 11th ______2 Yes 7 No
12th or more ___8 Yes 5 No

If yes, what happened?
9 all benefits were replaced
0 only food stamp benefits were replaced
4 no benefits were replaced
0 only cash benefits were replaced
4 other

Has respondent ever given someone else their EBT card to shop for them or withdraw cash?

All Respondents:
72 (20%) Yes
236 No
44 No Response

By Identified Special Need:
Physically disabled

16 (31%) Yes 29 No 6 No Response

Visually impaired

5 (25%) Yes 14 No 1 No Response

Learning disabled

4 (21%) Yes 15 No 0 No Response

Mentally/Emotionally impaired

5 (19%) Yes 17 No 4 No Response

Homebound

3 (50%) Yes 3 No 0 No Response

By Age:

under 60

40 (18%) Yes 161 No 26 No Response

60 and over

30 (29%) Yes 61 No 14 No Response

If yes,
a. Has that person had difficulty using the card because he/she was not the respondent?
3 Yes
59 No
8 Do not know
2 No Response

b. Would respondent feel safer if could limit the amount or type of benefit the other person could get with their EBT card?
26 (36%) Yes
35 No
11 No Response

QUESTIONS SPECIFIC TO FOOD STAMPS

Has respondent had any problems buying food with the EBT card?

All Respondents:
125 (37%) Yes
193 (58%) No
18 No Response

By Age:
Under 60

100 (47%) Yes
105 No
10 No Response

Over 60

18 (18%) Yes
75 No
8 No Response

By Area:

City

89 (34%) Yes
155 No
15 No Response

Suburb

8 (53%) Yes
5 No
0 No Response

Rural

16 (35%) Yes
27 No
3 No Response

By Education:

8th or less 19 (22%) Yes 64 No 5 No Response
9th - 1th 30 (43%) Yes 36 No 3 No Response
12th or more 64 (45%) Yes 74 No 6 No Response

By Primary Language:
English 100 (44%) Yes 114 No 12 No Response
Spanish 10 (17%) Yes 45 No 4 No Response
Chinese 3 (01%) Yes 23 No 1 No Response
Other 2 (03%) Yes 4 No 1 No Response

By Special Needs:
Physically Disabled 19 (39%) Yes 28 No 2 No Response
Visually Impaired 10 (53%) Yes 7 No 2 No Response
Learning Disabled 12 (63%) Yes 7 No 0 No Response
Emotional/Mental 15 (63%) Yes 8 No 1 No Response
Homeless 5 (50%) Yes 5 No 0 No Response
Homebound 3 (60%) Yes 2 No 0 No Response

If yes, what problems were identified? (Note: Respondents could give multiple answers, percentages reflect percent of total problems identified not percent of respondents indicating they had encountered problems.)

33 (14%) store did not have a POS machine
56 (23%) store's machine was out of order
12 (05%) card locked up because wrong PIN entered
18 (07%) forgot PIN
10 (04%) could not figure out how to use the card
29 (12%) card would not work
24 (10%) card was lost or damaged
2 could not use system because of a disability
20 (08%) unable to shop at the stores I like
14 (06%) unable to shop at farmers markets
8 (03%) unable to use card in other state(s) where I shop
15 other

If respondent indicated having had a problem with buying food with their card and that their EBT card was rejected at a store or the store's system was out of order, what consequences did respondents report encountering? (Note: These are tallies from those who reported encountering a problem. Thus, the first entry shows that of the 125 respondents who indicated they had encountered one or more problems, 20, or 16%, reported having had to have used cash on at least one occasion because of a problem with the food stamp portion of the EBT system.)

All Respondents:
20 (16%) used cash 58 (46%) did not buy food that day 15 (12%) signed paper voucher
43 (34%) went to another store 1 store allowed me to buy "on credit" 8 other

By Primary Language:
English
12 used cash
51 did not buy food that day
11 signed paper voucher
33 went to another store
1 store allowed me to buy "on credit" 8 other

Spanish
1 used cash
3 did not buy food that day
3 signed paper voucher
1 went to another store
0 store allowed me to buy "on credit"
0 other

Chinese
3 used cash
0 did not buy food that day
0 signed paper voucher
2 went to another store
0 store allowed me to buy "on credit"
0 other

If respondent did not indicate having problems buying food with the EBT card but did indicate that their EBT card was rejected at a store or the store's system was out of order, what consequences did respondents report encountering?

All Respondents:
11 used cash
7 did not buy food that day
1 signed paper voucher
36 went to another store 0 store allowed me to buy "on credit"
1 other

By Primary Language:

English
1 used cash
3 did not buy food that day
1 signed paper voucher
12 went to another store
0 store allowed me to buy "on credit"
1 other

Spanish

6 used cash
2 did not buy food that day
0 signed paper voucher
10 went to another store
0 store allowed me to buy "on credit"
0 other

Chinese

4 used cash
2 did not buy food that day
0 signed paper voucher
12 went to another store
0 store allowed me to buy "on credit"
0 other

Has respondent encountered any store that tried to place any restrictions on their use of the EBT card?
31 (09%) Yes
238 No
67 No Response

If yes, what restrictions?
3 wanted fee for food stamp purchase
14 (45%) required minimum purchase
4 would not let anyone else use my card to shop for me
11 other

QUESTIONS SPECIFIC TO CASH BENEFITS

Does cash assistance recipient have a bank account?

34 Yes
95 No
12 No Response

If yes, is respondent having cash benefits directly deposited into that bank account?

10 Yes
22 No
2 No Response

If no, did respondent receive any information about having cash benefits directly deposited into a bank account?

23 Yes
45 No

Has respondent had any problems using the EBT card to get cash?

All respondents:

Gen'l Asst.
8 (29%) Yes
14 No
6 No Response

TANF
38 (34%) Yes
60 No
15 No Response

By Area:

City Gen'l Asst. 8 Yes 13 No 6 No Response
City TANF 28 Yes 48 No 12 No Response

Rural Gen'l Asst. 0 Yes 1 No 0 No Response
Rural TANF 3 Yes 9 No 3 No Response

Suburban
TANF 4 Yes 2 No 0 No Response

By Education:

8th or less
Gen'l Asst. 1 Yes 1 No 0 No Response

8th or less TANF 2 Yes 9 No 1 No Response

9th - 11th Gen'l Asst. 1 Yes 1 No 0 No Response
9th - 11th TANF 13 (35%) Yes 18 No 6 No Response

12th or more Gen'l Asst. 3 Yes 8 No 3 No Response
12th or more TANF 18 (35%) Yes 27 No 7 No Response

By Special Needs:

General Assistance

Physically Disabled 3 Yes 3 No 0 No Response
Visually Impaired 0 Yes 2 No 1 No Response
Homeless 1 Yes 0 No 0 No Response
Homebound 1 Yes 0 No 0 No Response

TANF

Physically Disabled 3 Yes --- 2 No --- 0 No Response
Visually Impaired 0 Yes --- 4 No --- 0 No Response
Learning Disabled 4 Yes --- 4 No --- 2 No Response
Emotionally/Mentally Impaired 1 Yes --- 5 No --- 2 No Response
Homeless 3 Yes --- 3 No --- 0 No Response

If yes, what types of problems has respondent had:

All Respondents:

18 (39%) could not find ATM that accepted Benefit cards
14 (30%) store did not have a Benefit machine
17 (37%) store's machine was out of order
16 (35%) store only accepted card for purchases, not cash withdrawals
13 (28%) store required minimum purchase to get cash back
8 store limited cash back to $50 or less
4 card locked up because wrong PIN used
6 forgot PIN
1 could not figure out how to use the card
11 (24%) card would not work
5 card was lost or damaged
1 could not use system because of a disability
16 other

By Area:

City Respondents

13 (36%) could not find ATM that accepted Benefit cards
10 (28%) store did not have a Benefit machine
15 (42%) store's machine was out of order
12 (32%) store only accepted card for purchases, not cash withdrawals
9 (28%) store required minimum purchase to get cash back
5 store limited cash back to $50 or less
3 card locked up because wrong PIN used
5 forgot PIN
0 could not figure out how to use the card
7 card would not work
2 card was lost or damaged
1 could not use system because of a disability
10 other

Suburban Respondents

2 could not find ATM that accepted Benefit cards
2 store did not have a Benefit machine
1 store's machine was out of order
2 store only accepted card for purchases, not cash withdrawals
2 store required minimum purchase to get cash back
3 store limited cash back to $50 or less
0 card locked up because wrong PIN used
0 forgot PIN
0 could not figure out how to use the card
3 card would not work
1 card was lost or damaged
0 could not use system because of a disability
1 other

Rural Respondents

2 could not find ATM that accepted Benefit cards
1 store did not have a Benefit machine
1 store's machine was out of order
1 store only accepted card for purchases, not cash withdrawals
1 store required minimum purchase to get cash back
0 store limited cash back to $50 or less
1 card locked up because wrong PIN used
1 forgot PIN
0 could not figure out how to use the card
1 card would not work
1 card was lost or damaged
0 could not use system because of a disability
2 other

Is respondent able to access all cash benefits in the EBT account without paying a fee or surcharge?

All Respondents:

Gen'l. Asst.

6 Yes
16 No
7 No Response

TANF

24 Yes
60 No
29 No Response

By Area:

City

Gen'l. Asst. 5 Yes 15 No 7 No Response
TANF 1 Yes 54 No 17 No Response

Suburban

Gen'l. Asst. 0 Yes 0 No 0 No Response
TANF 2 Yes 2 No 2 No Response

Rural

Gen'l. Asst. 0 Yes 1 No 0 No Response
TANF 5 Yes 4 No 6 No Response

a. On average, how much does respondent pay in fees and surcharges for each cash transaction?

8 _________$.85
65 ________between $.86 and $2.50
2 _________between $2.51and $5
0 _________more than $5

b. On average, how much does respondent pay in total each month for accessing cash benefits with the EBT card?

7____________ $.85
17 __________between $.86 and $2.50
35 __________between $2.51 and $5
23 __________more than $5
8 ___________more than $10

Where does respondent usually use the EBT card to get cash?
(Note: Survey asked that respondents rank in order of use - 1 being most often and 5 being least often but most merely identified the sources they used without applying a ranking. For tallying purposes, we counted each check mark as a ranking of "1" and combined those results with all the actual ranked responses.)

ATM 55

First choice
18 Second choice
2 Third choice
0 Fourth choice
0 Fifth choice

Grocery Store

52 First choice
22 Second choice
2 Third choice
0 Fourth choice
0 Fifth choice

Other Store 7 First choice

2 Second choice
12 Third choice
4 Fourth choice
0 Fifth choice

Check Casher 24 First choice

3 Second choice
2 Third choice
6 Fourth choice
1 Fifth choice

Other 5 First choice

1 Second choice
0 Third choice
0 Fourth choice
1 Fifth choice

Has respondent had any problems paying bills because could not get cash benefits using the EBT card system?

Gen'l. Asst.

5 (18%) Yes ______16 No ______7 No Response

TANF

25 (22%) Yes_____ 65 No _____23 No Response

CUSTOMER SERVICE

Has respondent ever called the toll free customer service number?

All Respondents:

202 (57%) Yes
121 No
29 No Response

By Age:

Under 60

152 (67%) Yes
58 No
17 No Response

60 and over

30 (29%) Yes
56 No
12 No Response

By Primary Language:

By Education:

8th or less
35 (39%) Yes
43 No
12 No Response

9th - 11th
49 (67%) Yes
17 No
7 No Response

12th or more
98 (64%) Yes
48 No
6 No Response

Unknown
20 Yes
13 No
4 No Response

By Special Need:

Physically Disabled 24 (47%) Yes______ 24 No _______3 No Response
Visually Impaired 15 (79%) Yes _____4 No _____0 No Response
Learning Disabled 13 (65%) Yes _____ 6 No _____1 No Response
Emotionally/Mentally Impaired 18 (69%) Yes _____7 No _____1 No Response
Homeless 8 (73%) Yes _____ 2 No _____ 1 No Response
Homebound 3 (60%) Yes _____2 No _____ 0 No Response

If yes, why did respondent call the customer service number? (check all that apply)

All Respondents:
36 to report a lost, misplaced or stolen card
15 to change PIN
140 to check the account balance
18 to make a complaint
33 other

By Age:

Under 60

28 to report a lost, misplaced or stolen card
13 to change PIN
102 to check the account balance
14 to make a complaint
27 other

60 and Over

5 to report a lost, misplaced or stolen card
1 to change PIN
26 to check the account balance
3 to make a complaint
6 other

By Primary Language:

English
24 to report a lost, misplaced or stolen card
12 to change PIN
100 to check the account balance
15 to make a complaint
23 other

Spanish
4 to report a lost, misplaced or stolen card
0 to change PIN
26 to check the account balance
2 to make a complaint
6 other

Chinese
3 to report a lost, misplaced or stolen card
1 to change PIN
3 to check the account balance
0 to make a complaint
1 other

Other Non-English
1 to report a lost, misplaced or stolen card
0 to change PIN
1 to check the account balance
0 to make a complaint
1 other

Unknown
4 to report a lost, misplaced or stolen card
2 to change PIN
10 to check the account balance
1 to make a complaint
2 other

By Education:

8th or less

6 to report a lost, misplaced or stolen card
3 to change PIN
28 to check the account balance
2 to make a complaint
5 other

9th - 11th

9 to report a lost, misplaced or stolen card
4 to change PIN
36 to check the account balance
4 to make a complaint
5 other

12th or more

20 to report a lost, misplaced or stolen card
7 to change PIN
61 to check the account balance
10 to make a complaint
21 other

By Special Needs:

Physically Disabled

4 to report a lost, misplaced or stolen card
6 to change PIN
14 to check the account balance
2 to make a complaint
1 other

Visually Impaired

2 to report a lost, misplaced or stolen card
2 to change PIN
10 to check the account balance
0 to make a complaint
3 other

Learning Disabled

3 to report a lost, misplaced or stolen card
0 to change PIN
7 to check the account balance
2 to make a complaint
1 other

Emotionally/Mentally Impaired

4 to report a lost, misplaced or stolen card
1 to change PIN
8 to check the account balance
3 to make a complaint
5 other

Homeless

3 to report a lost, misplaced or stolen card
0 to change PIN
6 to check the account balance
2 to make a complaint
0 other

Homebound

0 to report a lost, misplaced or stolen card
0 to change PIN
1 to check the account balance
1 to make a complaint
1 other

How long did it take respondent to get an answer to a question or resolve a problem raised with the customer service representative?

145.. same day
18 3-7 days
3 more than a month
132-3 days
2 more than a week
6 did not resolve

Has respondent had any of the following problems with customer service? (check all that apply)

All Respondents:

10 .number is always busy
4 ...cannot call from pay phone
38 .always get a recording, never a live person
27 .kept on hold for more than 5 minutes
11 .help not available in my primary language
9 ...customer service staff was rude or not helpful
11 .other

By Primary Language:

English

6 number is always busy
4 cannot call from pay phone
27 always get a recording, never a live person
15 kept on hold for more than 5 minutes
0 help not available in my primary language
6 customer service staff was rude or not helpful
6 other

Spanish

4 number is always busy
0 cannot call from pay phone
8 always get a recording, never a live person
7 kept on hold for more than 5 minutes
3 help not available in my primary language
1 customer service staff was rude or not helpful
0 other

Chinese

0 number is always busy
0 cannot call from pay phone
0 always get a recording, never a live person
2 kept on hold for more than 5 minutes
8 help not available in my primary language
1 customer service staff was rude or not helpful
1 other

Other Non-English

0 number is always busy
0 cannot call from pay phone
0 always get a recording, never a live person
0 kept on hold for more than 5 minutes
0 help not available in my primary language
0 customer service staff was rude or not helpful
2 other

Unknown

0 number is always busy
0 cannot call from pay phone
3 always get a recording, never a live person
3 kept on hold for more than 5 minutes
0 help not available in my primary language
1 customer service staff was rude or not helpful
2 other

By Education:

8th or less

0 number is always busy
0 cannot call from pay phone
4 always get a recording, never a live person
6 kept on hold for more than 5 minutes
8 help not available in my primary language
2 customer service staff was rude or not helpful
2 other

9th - 11th

2 number is always busy
1 cannot call from pay phone
12 always get a recording, never a live person
7 kept on hold for more than 5 minutes
6 help not available in my primary language
3 customer service staff was rude or not helpful
2 other

12th or more

6 number is always busy
3 cannot call from pay phone
15 always get a recording, never a live person
12 kept on hold for more than 5 minutes
1 help not available in my primary language
4 customer service staff was rude or not helpful
7 other

Do respondents believe that anything negative has happened because the welfare system knows about their spending habits?

6 Yes
148 No

OVERALL IMPRESSIONS

Do respondents feel that the EBT card system has limited their ability to get benefits or shop in any way other than those covered in other survey questions?
51 Yes
249 No
52 No Response

In general, what is respondent's overall feeling about the EBT system?

All Respondents:

74 (21%) Love it - it's much better than the old system
108 (31%) Like it - it's a little better than the old system
81 (23%) No preference
51 (14%) Do not like it, but can use it
12 (03%) Hate it
26 No Response

By Age:
Under 60

54 (24%) Love it - it's much better than the old system
81 (36%) Like it - it's a little better than the old system
40 (18%) No preference
27 (12%) Do not like it, but can use it
8 (04%) Hate it
17 No Response

60 and Over

15 (14%).Love it - it's much better than the old system
23 (22%) Like it - it's a little better than the old system
34 (32%) No preference
22 (21%) Do not like it, but can use it
3 (03%) ..Hate it
8 No Response

By Education:

8th or less

15 (17%).. Love it - it's much better than the old system
25 (28%) ..Like it - it's a little better than the old system
21 (23%) ..No preference
18 (20%)... Do not like it, but can use it
3 (03%) Hate it
8 ...No Response

9th - 11th

15 (21%) ..Love it - it's much better than the old system
29 (40%).. Like it - it's a little better than the old system
13 (18%) ..No preference
9 (12%) Do not like it, but can use it
1 (01%) Hate it
6 ...No Response

12th or more

39 (26%) ...Love it - it's much better than the old system
46 (30%) ...Like it - it's a little better than the old system
35 (23%) ...No preference
17 (11%)... Do not like it, but can use it
5 (03%) Hate it
10. No Response

By Primary Language:

English

55 (23%) Love it - it's much better than the old system
79 (33%) Like it - it's a little better than the old system
51 (21%) No preference
28 (12%) Do not like it, but can use it
9 (04%) Hate it
18 No Response

Spanish

8 (14%) ..Love it - it's much better than the old system
27 (46%) Like it - it's a little better than the old system
11 (22%) No preference
11 (22%).Do not like it, but can use it
0 Hate it
2 No Response

Chinese

4 (15%) Love it - it's much better than the old system
0 Like it - it's a little better than the old system
14 (52%) No preference
7 (26%) Do not like it, but can use it
2 (07%) Hate it
0 No Response

Other Non-English

3 Love it - it's much better than the old system
2 Like it - it's a little better than the old system
0 No preference
0 Do not like it, but can use it
0 Hate it
2 No Response

By Special Need:

Physically Disabled

9 (18%) Love it - it's much better than the old system
17 (33%) Like it - it's a little better than the old system
16 (31%)No preference
6 (12%) Do not like it, but can use it
1 (02%) Hate it
2 No Response

Visually Impaired

5 (25%) Love it - it's much better than the old system
6 (30%) Like it - it's a little better than the old system
3 (15%) No preference
4 (20%) Do not like it, but can use it
1 (05%) Hate it
1 No Response

Learning Disabled

4 (20%) Love it - it's much better than the old system
8 (40%) Like it - it's a little better than the old system
0 No preference
5 (25%) Do not like it, but can use it
2 (10%) Hate it
1 No Response

Emotionally/Mentally Impaired

6 (23%) Love it - it's much better than the old system
7 (27%) Like it - it's a little better than the old system
7 (27%) No preference
4 (15%) Do not like it, but can use it
0 Hate it
2 No Response

Homeless

3 (27%) Love it - it's much better than the old system
3 (27%) Like it - it's a little better than the old system
3 (27%) No preference
1 (01%) Do not like it, but can use it
0 Hate it
1 No Response

Homebound

2 Love it - it's much better than the old system
0 Like it - it's a little better than the old system
1 No preference
2 Do not like it, but can use it
0 Hate it
0 No Response

By Area:

City

53 (20%) Love it - it's much better than the old system
77 (29%) Like it - it's a little better than the old system
70 (26%) No preference
42 (16%) Do not like it, but can use it
12 (04%) Hate it
13 No Response

Suburb

1 Love it - it's much better than the old system
7 Like it - it's a little better than the old system
5 No preference
1 Do not like it, but can use it
0 Hate it
0 No Response

Rural

15 (28%) Love it - it's much better than the old system
19 (36%) Like it - it's a little better than the old system
5 (09%) No preference
6 (11%) Do not like it, but can use it
0 Hate it
8 No Response

By State:

Colorado

4 (15%) Love it - it's much better than the old system
7 (26%) Like it - it's a little better than the old system
6 (22%) No preference
5 (19%) Do not like it, but can use it
2 (07%) Hate it
3 No Response

New York City

19 (15%) Love it - it's much better than the old system
33 (26%) Like it - it's a little better than the old system
45 (35%) No preference
25 (19%) Do not like it, but can use it
3 (02%) Hate it
4 No Response

Ohio

12 (20%) Love it - it's much better than the old system
19 (31%) Like it - it's a little better than the old system
9 (15%) No preference
10 (16%) Do not like it, but can use it
1 (02%) Hate it
10 No Response

Tennessee

12 (35%) Love it - it's much better than the old system
15 (44%) Like it - it's a little better than the old system
4 (12%) No preference
2 (06%) Do not like it, but can use it
1 (03%) Hate it
0 No Response

Washington

23 (27%) Love it - it's much better than the old system
28 (33%) Like it - it's a little better than the old system
16 (19%) No preference
8 (09%) Do not like it, but can use it
3 (04%) Hate it
7 No Response