When BBB launched the first phase of the branding campaign in late 2007, the driving factor was to “better communicate our relevance and differentiation amidst stiff competition.” For consumers, we were no longer the sole source for business recommendations. And while BBB was objective, experienced and resource rich, the new outlets were seen as fresh, credible sources with good information.
Our Board believes the following summary is a testament to our success in the execution of the branding campaign and the overall health of your BBB. However, these achievements would not have been possible, had you not made your commitment to maintain a trustworthy business. By adhering to the Standards of Trust, you carry our vision (an ethical marketplace where buyers and sellers trust each other) into existence. When consumers see your BBB Accredited Business seal, they anticipate fair and honest treatment in all circumstances. In return, with integrity and poise, you strive to uphold the reputation of an accredited business. As a result of your ethical practices, BBB is having a remarkable year.
Complaint Resolution Satisfaction
In the first nine months of the year, non-accredited businesses satisfied consumer complaints only 68% of the time, while BBB accredited businesses earned a 97% satisfaction level.
Through September, your BBB provided 1,024,577 referrals. This number reflects inquiries we received for your company reports, general advice reports, BBB Online Reliability Seal and equotes in our service area.
Our Web site
In the same period, our web site has received over 2.3 million page views. That equals more than 275,000 impressions a month and represents a 12% increase over the same period last year. Our visits have climbed an average of 32% with more than 85,000 visitors seeking our information each month.
Among global Internet users, bbb.org ranks higher than Angie’s List and Consumer Reports. In fact, the percent of global Internet users who visit bbb.org has grown 9% since July.
In the first two quarters of 2010, we consistently ranked in the top 20 for media mentions, often ahead of larger markets such as New York, Los Angeles and Philadelphia.
A 2007 Princeton survey found that 7 out of ten consumers would prefer to do business with a BBB Accredited Business.
BBB has never been in better financial shape than we are today. We have witnessed a 50% increase in the number of new businesses accredited this year.
As you can see Trust goes a long way. These numbers not only reflects BBB’s accomplishments, but also, the positive performance of your business. As the end of 2010 approaches, our share of marketplace trust is yielding promising returns.