From April 29 – May 20, 2024, the Oregon Values and Beliefs Center conducted a statewide survey of Oregonians’ values, beliefs, and experiences related to consumer justice. The research was conducted to assist Oregon Consumer Justice in their mission to advance consumer justice, shape an equitable and inclusive marketplace, and improve Oregonians’ rights as consumers. This memo contains references to benchmark questions from the following: (1) OVBC March – April 2023 Survey, and (2) OVBC September – October 2023 Survey.
The question numbers in this document correspond with the accompanying annotated questionnaire and tabs. Due to rounding, the percentages reported below may not add up to 100% or compare exactly to the percentages for the same question in the annotated questionnaire or tabs.
Included below for selected questions are noteworthy subgroup variations for age, gender, area of the state, BIPOC/white, etc. The accompanying set of tabs notes subgroup variations for all the questions.
For survey full question wording, all statistically significant subgroup findings, and respondent quotes, readers are encouraged to refer to the accompanying documents located at the bottom of this post under “For More Information”: (1) annotated questionnaire, (2) crosstabulations, and (3) verbatim written responses spreadsheet (upon request).
Summation Quotes
Amaury Vogel, Executive Director:
“More than half of Oregonians experienced some sort of unfair or illegal treatment as a consumer last year, including one-in-four who experienced scams or fraud, and one-in-five who experienced mistreatment related to food, beverage, or groceries.”
“There is really strong support for empowering individuals as well as state and federal agencies to hold companies accountable for breaking the law. About two-thirds of Oregonians say they would file a complaint or lawsuit if they knew a company had violated their rights, but about 30% aren’t sure if they would, citing the complicated legal process and expensive lawyers’ fees.”
“Most Oregonians are at least somewhat willing to wait 3-5 days to bring home a newly-purchased car to make sure the payments and interest rates are finalized. Fewer than one-in-ten say they are not willing to wait.”
“When it comes to experiencing health, joy, and economic opportunity in Oregon, about 4-in-10 Oregonians feel they and their families are doing about the same as a year ago, and the same proportion expect to be doing about the same a year from now. For those who feel things have changed for them and their families over the last year, twice as many say they are worse off rather than better off. Looking ahead, those who expect change are about equally likely to say things will get better compared to worse, but almost as say they simply don’t know.”
“Nearly one-in-three Oregonians say they could not cover a $400 emergency expense, at least not without borrowing money. Another 26% say they could pay, but it would be a challenge. For people who say they couldn’t cover it on their own, most would turn to family for help as their first option, but many add that their family members are in a tight financial position, too.”
Unfair Consumer Experiences
- Around half of Oregonians have experienced some form of unfair or illegal treatment during the past year. Scams or fraud are the most common form of mistreatment (24%), followed closely by issues with grocery, food, and beverage (21%) such as false pricing. Unfair or illegal treatment related to debt collection or telecommunications – phone or internet plans, for example – are the next most common experiences, at 16% each (Q1).
- Around 44% of Oregonians report not having experienced unfair or illegal treatment as consumers in the past 12 months.
- In both the Mar-Apr 2023 and Sept-Oct 2023 survey, Scams and fraud were the most common form of mistreatment reported.
- For those respondents who report experiencing unfair or illegal treatment in Q1, around 27% of them believe access to legal representation would have helped avoid those experiences (Q2).
- The Sept-Oct 2023 survey asked an identical question, to which 21% of respondents answered “yes.”
- Those respondents who reported experiencing unfair or illegal treatment specifically related to auto purchasing, loans, interest rates, repairs, or related debt collection were asked about the areas in which they experienced negative outcomes. The most common issue is having experienced mechanical or other similar issues shortly after purchase (28%), however issues during the car buying process (23%) and financing the car (22%) are only slightly less common. 16% indicate they were the victim of an auto scam or scheme (Q3).
- 41% indicate none of the answer categories apply to their experiences.
- Respondents who report experiencing issues pertaining to any of the response categories in Q3 (barring “none of these apply”) are nearly evenly split between those who are at least somewhat confident (52%) and those who are somewhat or very doubtful (49%) that they have the information and resources needed to understand their rights and the appropriate legal recourse when it comes to car purchases (Q5).
Consumer Rights and Resources
- More than half of Oregonians believe that access to legal counsel or services (53%) and know-your-rights training (51%) would be helpful in resolving or avoiding unfair and illegal treatment of consumers. Many Oregonians also believe in the usefulness of mobile applications containing consumer rights information and resources (43%), as well as opportunities to advocate for legal changes in the realm of consumer rights and protections (37%) (Q6).
- When asked in March of 2023, Oregonians showed similar levels of belief in the efficacy of most of the consumer resources in the question. Notably, however, there has been a 7% increase since March 2023 in those who see opportunities to change and/or create laws as effective in resolving or avoiding unfair treatment.
- Respondents who chose mobile applications with access to consumer rights resources in Q6 indicated that written information on consumer rights (79%), and the ability to submit complaints (76%) and cancel subscriptions (64%) would be the most helpful features in a mobile app, although all listed features were popular (Q7).
Accountability and Legal Recourse
- 85% of Oregonians believe that state and federal agencies should be able to hold companies accountable when they violate the law. Only 3% of Oregonians believe that state and federal agencies should not be able to hold companies accountable when they violate the law (Q8).
- 83% of Oregonians believe that harmed individuals should be able to hold companies accountable when they violate the law. Only around 1% of Oregonians believe that harmed individuals should not be able to hold companies accountable when they violate the law (Q9).
- 37% of Oregonians have received a settlement from a class action lawsuit (Q12).
- Around 46% of Oregonians believe class action lawsuits help consumers hold companies accountable. Nearly the same number are unsure, with 35% saying “maybe” and another 9% saying they don’t know. Around 10% of Oregonians do not believe that class action lawsuits help in this regard (Q13).
- Respondents who believe class action lawsuits help consumers hold companies accountable point to the fact that these lawsuits can force companies to pay significant amounts of money, either through settlements or court judgments. This large financial penalty is seen as discouraging companies from engaging in unfair practices in the first place (Q15).
“Because if more people speak out when companies break laws, etc., and they are punished with big fines, they will definitely improve or change their way of business that is failing.”
Woman, age 45-54, Washington County, Hispanic or Latino/a/x
“Sometimes companies actually change if they get in trouble enough times.”
Man, age 30-44, Clackamas County, White
- Respondents who do not believe class action lawsuits help consumers hold companies accountable often emphasize the significant legal fees affecting the total payout for consumers, the ability of big companies to outlast financial hardships presented by class action lawsuits, and the inappropriate benefits (like publicity) that attorneys gain from class action lawsuits (Q14).
“Class action lawsuits seem to be focused on news value and publicity for the lawyers.”
Man, age 75+, Jackson County, White
“I think corporations have all the time and money needed to outlast us and lawyers take the most out of settlements.”
Woman, age 65-74, Lincoln County, White
“Because by the time settlements are made they’re so insignificant and drawn out that the meaning behind them is entirely lost to begin with.”
Man, age 30-44, Washington County, Native American, American Indian, or Alaska Native, White
- 64% of Oregonians would file a complaint or lawsuit against a company if they knew that the company violated their rights. However, a sizeable 30% are unsure of whether they would do so (Q10).
- Respondents who would file a complaint or lawsuit against a company if they knew that the company violated their rights emphasize the importance of taking these actions to prevent similar violations in the future and combat corporate exceptionalism (Q11).
“Because if they get away with it once they would assume it’s okay and keep doing it.”
Woman, age 30-44, Lane County, Native American, American Indian, or Alaska Native
“Because I wouldn’t want it to happen to anyone else.”
Woman, age 18-29, Umatilla County, White
“Because no one should be a above breaking the law and should have to answer for it.”
Man, age 30-44, Yamhill County, White
- Respondents who would not file a complaint or lawsuit against a company if they knew that the company violated their rights focus on how costly, time consuming, and difficult the whole process would be. These respondents also frequently mention how companies with deep pockets could outlast common consumers in prolonged legal proceedings (Q11).
“I wouldn’t file anything because I don’t have the money to go after corporations legally.”
Woman, Non-binary or gender non-conforming, Transgender, age 18-29, Jackson County, White
“Don’t want to deal with the extra stress and lawyer fees.”
Man, age 18-29, Marion County, Hispanic or Latino/a/x
“This is because it may lead to further legal disputes and complications, making it more difficult to solve the problem.”
Man, age 30-44, Washington County, White
Auto Purchasing and Loans
- When financing a car through a dealership, buyers can often drive off the lot with their new vehicle the same day, even before the loan is finalized. Considering this, when Oregonians are asked how willing they are to wait 3 to 5 days to ensure the interest rate and payments are finalized, 73% of Oregonians are at least somewhat willing to wait (54% willing; 19% somewhat willing), compared to 11% who are somewhat unwilling or not willing (3% somewhat unwilling; 8% not willing). 16% are undecided (Q18).
- Most Oregonians have not tried to refinance a car loan (62%). When looking only at those who had tried to refinance, about one-in-four had encountered a prepayment penalty, 35% had not, but most were unsure whether they had or not (40%) (Q19).
- Oregonians show uncertainty when it comes to whether they have the information and resources needed if they must take legal action after purchasing a car. Most are either somewhat confident (37%) or somewhat doubtful (32%). When combined with those who are very confident (15%) or very doubtful (17%), they are almost evenly split between 52% somewhat or very confident and 49% somewhat or very doubtful (Q20).
Economic Outlook and Financial Practices
- Compared to a year ago, 43% of Oregonians feel they have about the same ability to experience health, joy, and economic opportunities in Oregon. Oregonians are about twice as likely to say they are worse off this year (35%), rather than better off (17%) (Q16).
- Thinking ahead to the next year, 39% of Oregonians believe that they and their families will have a similar level of ability to experience health, joy, and economic opportunities in Oregon. On the other hand, 24% believe they will be worse off, while 22% believe they will be better off, and 15% are uncertain (Q17).
- Oregonians were asked which financial products they might need or want in the next year, but wouldn’t apply for due to concerns about approval. To this, Oregonians most frequently pointed to credit cards (23%), auto loans (16%), increasing the credit limit on credit cards (13%), and mortgage or home-based loans (10%). More than half of Oregonians, however, did not identify any of the listed financial instruments or arrangements as desirable but likely unattainable (58%) (Q27).
- Around 44% of Oregonians indicate they could pay an emergency expense of $400 without much difficulty. Another 26% of Oregonians indicate they could pay the emergency expense of $400 but with some difficulty. A noteworthy 30% of Oregonians, however, say they would not be able to pay (Q21).
- For the respondents who indicate they would not be able to pay the emergency expense in Q21, many of them say they would likely resort to borrowing money from family (29% rank this option as the most likely) or friends (23% most likely) (Q22).
- When provided an opportunity to share any additional thoughts on how they would cover emergency expenses, Oregonians frequently mention installment payments, selling personal possessions, working additional hours, and receiving help from family (Q23).
- Around 80% of Oregonians have never used a high-interest installment loans or lines of credit (such as OppLoans, Elevate’s Rise, etc.). On the other hand, 14% of Oregonians have used such installment loans or lines of credit in the past, and 6% of Oregonians are unsure if they have or have not (Q24).
- Respondents who have experience using installment loans or similar lines of credit in the past often mention using OppLoans, Cash’n’Go, Check’n’Go, and payday loans, in general (Q25).
Loans and Debt
- When Oregonians are asked about different types of debt they may possess, credit cards are, by far, the most prevalent (65%). 29% carry a mortgage, while 18% hold student loans and an identical 18% hold auto loans. An additional 12% have other personal loans, and 6% have home-based loans. 22% of Oregonians report having none of the listed debts (Q26).
While 39% of Oregonians rarely, if ever, worry about the amount of debt they have, 26% worry sometimes, and 31% of Oregonians worry daily or almost daily (Q28).
- Around 25% of Oregonians have experienced a debt collector attempting to collect payment from them for debt that did not belong to them (Q29).
- A similar percentage of Oregonians in Sept-Oct 2023 (27%) reported having experienced a debt collector attempting to collect payment from them for someone else’s debt.
- Regarding property tax foreclosures, only 6% of respondents report that they or a family member have had the county foreclose on their property for unpaid property taxes. Conversely, the vast majority, 89%, say they have not experienced something similar (Q30).
- Oregonians show middling confidence in whether they have the knowledge and resources they need if they had to go to court over a debt. Most are only somewhat confident (37%) or somewhat doubtful (30%). Overall, they lean slightly more toward confidence, with 53% somewhat or very confident compared to 47% somewhat or very doubtful (Q31).
Methodology: The online survey consisted of 1,589 Oregon residents ages 18+ and took approximately 10 minutes to complete. This is a sufficient sample size to assess Oregonians’ opinions generally and to review findings by multiple subgroups. Respondents were contacted by using professionally maintained online panels. A variety of quality control measures were employed to gather responses, including questionnaire pre-testing, validation, and real-time monitoring. To ensure a representative sample, demographic quotas were set, and data was weighted by area of the state, gender, age, race/ethnicity, and education.
Statement of Limitations:: Any sampling of opinions or attitudes is subject to a margin of error. The margin of error is a standard statistical calculation that represents differences between the sample and total population at a confidence interval, or probability, calculated to be 95%. This means that there is a 95% probability that the sample taken for this study would fall within the stated margin of error if compared with the results achieved from surveying the entire population. This survey’s margin of error for the full sample is ±2.46%. Due to rounding or multiple-answer questions, response percentages may not add up to 100%.
OVBC surveys currently use aggregated data to analyze the opinions of BIPOC residents in comparison to the opinions of residents who identify as white and not another race. BIPOC residents are not a monolith; the grouping represents a wide diversity of races and ethnicities. The findings included in this memo should not be construed such that all people of color are believed to share the same opinions. Disaggregated race data will be provided when sample sizes permit reliability.
For More Information:
Oregon Consumer Justice recently released a new series of Consumer Confidence Comics to help Oregonians become more confident in their purchasing abilities. The first edition “Purchasing a Used Car” is available for free online at ojc.org.
Acknowledgments:
Oregon Values and Beliefs Center (OVBC): This research was completed by the Oregon Values and Beliefs Center as a community service. OVBC is an independent and non-partisan organization and an Oregon charitable nonprofit corporation. Representative OVBC projects include a series of in-depth business interviews for the Columbia County Economic Team, as well as an extensive opinion research study about Oregonian’s values and beliefs, in partnership with over 20 organizations (Learn more about the 2023 Typology Study).
Oregon Consumer Justice: Oregon Consumer Justice is committed to advancing consumer justice, shaping an equitable and inclusive marketplace, and improving Oregonians’ rights as consumers through advocacy, legal support, community engagement, and consumer outreach.