BBB | Greater Maryland to Publish Complaint Detail in Second Quarter
What do consumers want to know when they contact BBB? According to several national surveys, including a Princeton Research study, they want as much information as possible. Due to the level of detail consumers see on other websites, they want to see more detail when they visit bbb.org. Specifically, they want to read the actual complaints from other consumers, and the corresponding response from the business.
BBB wants to assist buyers in making educated decisions, but also provide businesses with the opportunity to showcase their professional and timely communication with their customers. As a result, BBB | Greater Maryland will begin to publish complaint detail in Business Reviews starting in the second quarter of 2013. By including this information in BBB Business Reviews, you have the opportunity to put your best foot forward and show that you care about your customers.
When the text of consumer complaints and business responses is published, BBB deletes all personally identifiable information. This includes names of employees and account numbers, as well as anything that might identify the customer. BBB also removes profanity and threatening language.
Dozens of other BBBs have already started publishing complaint detail in Business Reviews. To see an example, check out the Business Review of Time-Warner Cable in Charlotte, NC or Dave Smith Motors in Kellogg, ID. Look for the links to “Read Complaint Details.”
For tips on crafting a professional response to a complaint, do not hesitate to contact us. We are proud to have BBB Accredited Businesses that care for their customers. We look forward to sharing proof of your positive customer service in your BBB Business Review, so more buyers Start With Trust® in 2013!