Table 4 Results of regression modelling factors explaining overall satisfaction for helpline and online media responders

Model 1: Service user characteristics and call/contact characteristics

AR² = 3.1%

AR² = 2.0%

How easy did you find it to get through to a volunteer / to use the NBH online media service?

 Extremely easy

 Difficult - Extremely easy

-0.24 (-0.42, -0.06)

0.009

0.13 (-0.50, 0.76)

0.69

 Neither easy nor difficult - Extremely easy

-0.04 (-0.22, 0.13)

0.64

-0.44(-0.86, 0.02)

0.04

 Somewhat easy - Extremely easy

-0.13 (-0.27, 0.00)

0.05

-0.30(-0.51, -0.08)

0.006

 English first language, Yes - No

0.28 (0 0.12, 0.45)

0.001

Model 2: Service characteristics

AR ² = 32.4%

AR ² = 26.6%

How easy did you find it to get through to a volunteer / to use the NBH online media service?

 Extremely easy

 Difficult - Extremely easy

0.43

0.95

 Neither easy nor difficult - Extremely easy

0.97

0.26

 Somewhat easy - Extremely easy

0.63

0.75

 English first language, Yes - No

0.27 (0.13, 0.41)

< 0.001

I liked being able to receive support from another breastfeeding parent.

0.21

0.065

I liked receiving support from someone who doesn’t know me.

0.64

0.67

I felt listened to and was given the opportunity to explore my concerns

0.08

0.14

I found it easy to share breastfeeding issues during the contact.

0.34

0.93

I felt that the volunteer had enough time for me.

0.81

0.75

The information the volunteer provided was helpful.

0.16 (0.02, 0.31)

0.03

0.29 (0.14, 0.44)

< 0.001

I felt comfortable discussing breastfeeding issues with the volunteer.

0.54

0.90

I felt that the volunteer was able to answer my questions.

0.91

0.47

The support the volunteer provided was helpful.

0.83

0.64

I felt the volunteer understood what I was talking about.

0.23 (0.09, 0.37)

0.001

0.82

I felt that the volunteer gave the support that was needed.

0.17 (0.03, 0.31)

0.017

0.18

I felt the volunteer understood how I was feeling.

0.48

0.69

I felt that the volunteer treated me with respect.

0.52

0.053

I felt that the volunteer was knowledgeable about breastfeeding issues.

0.29

0.57

I felt the volunteer respected and supported my infant feeding decisions.

0.06

0.15

The information given was personal to my situation.

0.90

0.19

The support I received met my expectations.

0.22 (0.11, 0.33)

< 0.001

0.28 (0.16, 0.40)

< 0.001

Model 3: Influence on breastfeeding experiences

AR ² = 13.2%

AR ² = 6.2%

How easy did you find it to get through to a volunteer / to use the NBH online media service?

 Extremely easy

 Difficult - Extremely easy

0.07

0.78

 Neither easy nor difficult - Extremely easy

0.93

-0.42 (-0.83, -0.007)

0.046

 Somewhat easy - Extremely easy

0.23

-0.25 (-0.47, -0.034)

0.024

 English first language, Yes - No

0.25 (0.09, 0.41)

0.003

I was able to put into the practice the information provided by the volunteer

0.11 (0.02, 0.19)

0.016

0.08

The support received helped me resolve my breastfeeding issues

0.13 (0.07, 0.19)

< 0.001

0.12 (0.06, 0.17)

< 0.001

The support received encouraged me to continue breastfeeding

0.08 (0.009, 0.15)

0.028

0.29

I would not have been able to carry on breastfeeding if the NBH support service had not been contacted

0.50

0.44

Model 4: Service user wellbeing and follow-up support

AR ² = 28.8%

AR ² = 18.0%

How easy did you find it to get through to a volunteer / to use the NBH online media service?

 Extremely easy

 Difficult - Extremely easy

0.91

0.89

 Neither easy nor difficult - Extremely easy

0.91

0.10

 Somewhat easy - Extremely easy

0.91

-0.21 (-0.42, -0.009)

0.041

 English first language, Yes - No

0.37 (0.19, 0.55)

< 0.001

Following contact with the NBH I felt: Less worried

0.12

0.51

Following contact with the NBH I felt: Less stressed

0.36

0.34

Following contact with the NBH I felt: More confident

0.13 (0.03, 0.23)

0.011

0.20 (0.13, 0.28)

< 0.001

Following contact with the NBH I felt: Reassured

0.25 (0.13, 0.37)

< 0.001

0.11 (0.008, 0.21)

0.034

Following contact with the NBH I felt: More knowledgeable about breastfeeding

0.14 (0.07, 0.21)

< 0.001

0.18

Following contact with the NBH I felt: More determined to continue breastfeeding

0.57

0.26

Did the volunteer encourage you to seek out additional help or support?

0.09

0.90

Did the volunteer suggest to contact the NBH service again? Yes - No

0.20 (0.08, 0.32)

0.002

0.17