Annual Review BBB of Southern Arizona 5151 E Broadway Boulevard, Ste. 100 Tucson, AZ tucson.bbb.org

Size: px

Start display at page:

Download "Annual Review 2011. BBB of Southern Arizona 5151 E Broadway Boulevard, Ste. 100 Tucson, AZ 85711 520.888.6161 tucson.bbb.org"

Ariel Little
8 years ago
Views:

1 Annual Review 2011 BBB of Southern Arizona 5151 E Broadway Boulevard, Ste. 100 Tucson, AZ tucson.bbb.org

2 Letter from the CEO It was a notable year for Better Business Bureau in The national organization realized its 99th year as community mediator, teacher, counselor, reporter, watchdog and proponent of marketplace trust. No other organization, public or private, plays such a delicate yet vital role in the contemporary relationship between business and customer. For an organization approaching its centennial it is encouraging to see just how relevant we are in today s marketplace. Locally, our BBB provided over 530,000 instances of service in 2011 up from 517,000 in 2010 Instances of service reflect the number of times we assist customers in a calendar year. We credit the increase in the number of consumers using our services to the strides we have made to serve them better and, ultimately, connect them with our BBB Accredited Business in southern Arizona. We are highlighting below just some of the program improvements and services provided last year. In 2011 we: our BBB Accredited Businesses. More than 2,000 local consumers accessed this free service on our website to media reach a younger demographic, informing them about current scams and consumer interest issues, while potential scams and also urge them to use BBB Accredited Businesses. Media partnerships Provided customers with access to our free business reviews online and over the phone 24 hours a day. Consumers requested our local business reports nearly 417,000 times last year up from 326,000 in Provided 61,362 Accredited Business rosters, primarily through our online Accredited Business Directory. With more than 95% of all BBB services provided online, consumers are turning to our Website more than ever and much of this traffic is directed to our online directory. Here Accredited Businesses are categorized and searchable by industry or company name, which makes it easy for consumers to fine exactly what they are looking for. Increased awareness and use of our free BBB E-Quote program, which sends free customer leads directly to request estimates from our members. Assisted area businesses and consumers in resolving 72 percent of the 3,200 complaints filed with BBB. Maintained a strong social network presence on Facebook, Google+, LinkedIn and Twitter. These forms of encouraging them to use BBB Accredited businesses BBB Educated more than 700 airmen and women about the benefits of using BBB Accredited Vision & Businesses through our local BBB Military Line program Mission Worked closely with media outlets across our service area to inform consumers of resulted in over 500 local television, print and radio stories in Our Vision: An ethical marketplace where buyers and sellers can trust each other. Our Mission: BBB s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by: Creating a community of trustworthy businesses Setting standards for marketplace trust Encouraging and supporting best practices Celebrating marketplace role models Denouncing substandard marketplace behavior Our staff works hard to improve services each year. The significance of these results lies in the increased value of BBB Accreditation for businesses and consumer services in our community. They have a direct impact on your business, making your BBB one of the largest membership organizations in southern Arizona. On behalf of the BBB staff and Board of Directors, I thank you for your continued support. I commend your dedication to BBB s mission of advancing marketplace trust and congratulate all BBB Accredited Businesses for upholding our Standards for Trust. Kim States, CEO BBB of Southern Arizona 5151 E. Broadway Boulevard, Ste. 100 Tucson, AZ tucson.bbb.org

No other organization, public or private, plays such a delicate yet vital role in the contemporary relationship between business and customer.

3 A Closer Look BBB Standards for Trust provide a clear explanation of what consumers can expect from a BBB Accredited Buisness. Build Trust-Establish and maintain a positve track record in the marketplace. Since 1952, the local business community has supported and shared BBB s mission and values. Here is a closer look at the make up of 2011 BBB Accredited Businesses. Number of Accredited Businesses in Southern Arizona: 1948 Advertise Honestly-Adhere to established standards of advertising and selling. Tell the Truth-Honestly represent products and services, including clear and adequate disclosures of all material items. Be Transparent-Openly identify the nature, location, and ownership of the business, and clearly disclose policies, guarantees and procedures that bear on a customer s decision to buy. Honor Promises-Abide by all written agreements and verbal representations. Be Responsive-Address marketplace disputes professionally, quickly, and in good faith. Safeguard Privacy-Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of consumers regarding the use of their information. Embody Integrity- Approach all business dealings, marketplace transactions and commitments with integrity. Number By County: Pima County: 1768 Graham: 22 Santa Cruz: 21 Greenlee: 2 Cochise: 157 Years Accredited Number of Businesses

Here is a closer look at the make up of 2011 BBB Accredited Businesses.

4 2011 Market 2011 Instances of Service Breakdown Business Reviews Requested (online & phone) BBB Dynamic Seal Clicks (online) equotes Sent Accredited Business Directory Views Complaints Processed 33 Advertisement Cases BBB Reviewed 2 Arbitration Hearings BBB Facilitated 12% 13% HOW THEY FIND US ONLINE:

Sent Accredited Business Directory Views Complaints Processed 33 Advertisement

5 Place Impact FACTS ABOUT BBB COMPLAINT PROCESS: Complaints must be submitted in writing. Anonymous complaints are not accepted. Complaints are forwarded to the company within two business days. Complaints are closed on average within 22 days. Top Ten Complained About Industries 1. Air Conditioning Contractors & Sytsems 2. Auto Repair & Service 3. Television-Cable, CATV & Satellite 4. Auto Dealers-New Cars 5. Furniture-Retail 6. Massage Theraputic 7. Plumbing Contractors 8. Auto Dealers-Used Cars 9. Movers 10. Collection Agencies Top Ten Inquired About Industries 1. Air Conditioning Contractors & Sytsems 2. Roofing Contractors 3. Auto Repair & Service 4. Plumbing Contractors 5. Auto Dealers-Used Cars 6. Contractors-General 7. Travel Clubs 8. Auto Dealers-New Cars 9. Pest Control Services 10. Landscape Contractors 75% Over 400,000 visitors accessesed our website, tucson.bbb.org, this year. Here is how they got there*: Search Engines Direct Referring Sites *Source: Google Analytics Top 3 Most Visited Pages: 1. Find a Business Review 2. Tucson.bbb.org Homepage 3. Accredited Business Directory

Auto Dealers-New Cars 5. Furniture-Retail 6. Massage Theraputic 7. Plumbing Contractors 8. Auto Dealers-Used Cars 9. Movers 10. Collection Agencies Top Ten Inquired About Industries 1.

6 Visability BBB delivered our message about how to START WITH TRUST through... Public Relations 65 Press Releases 521 Media Mentions 820 News Center Visits (on tucson.bbb.org) 700 Airmen and women educated through BBB Military Line Program Social Media 82,823 Blog Pageviews at the Citizen 400 Tweets 150 LinkedIn Group Members (Up from 25 in 2010) 72 New Facebook likes (35% increase from 2010) Accredited Business Opportunities Seminars Networking Events Monthly Newsletter Online Marketing Opportunities EQuotes Printed Media Advertising Social Media Behind the Business Card Profiles Media Source Program Like us: facebook.com/soazbbb Follow Connect with us: search in groups for Better Business Bureau of Southern Arizona Follow BBB of Southern Arizona s Blog at tucsoncitizen.com/bbbconsumeralert

7 Thank You to the 2011 Board of Directors Officers Jim Garrett (Chair) Aquapure Hydration Companies, LLC Sam Santistevan (Past Chair) Automotive Recalibration Center, Inc. Jordan Simon (Vice-Chair) Venture West Reba Kalil (Treasurer) Kalil & Associates Michael E. Harris (Secretary) Tucson Business Investments Directors Alan Schultz Territorial Newspapers Gary Steeber Native Tele-Data Solutions, Inc. Frank Robles Desert Sports & Fitness Susan Moore-Vault Moore Financial Strategies, Inc. Rosemary Beck TimeTrak Systems of Arizona Stephen Race One Call Cleaning, LLC Mary Friedrichs M & I, A Part of BMO Financial Group Jennee Del Vecchio The Browns Are Selling Maureen Johns Casa de los Ninos, Inc. Dr. Paul Melendez (ex-officio) U of A Eller College of Management Marc Montijo (Counsel) J. Marc Montijo Law Office Sierra Vista Advisory Council Frank Gonzales Lawley Motors, LLC Kathy Murray Sierra Vista Herald Bruce Pauzus R.V. City, Inc. Wes Smith Campstone Transfer, Inc. Pam Swete Thunder Mountain Pools, Inc. Better Business Bureau of Southern Arizona 5151 E. Broadway Boulevard, Ste. 100 Tucson, AZ

Harris (Secretary) Tucson Business Investments Directors Alan Schultz Territorial Newspapers Gary Steeber Native Tele-Data Solutions, Inc.

Align your business with one of the most recognized symbols of trust across North America! 2016 BUSINESS DEVELOPMENT. denver.bbb.

Align your business with one of the most recognized symbols of trust across North America! 2016 BUSINESS DEVELOPMENT denver.bbb.org TRUST in the Marketplace BBB EIGHT STANDARDS FOR TRUST BUILD TRUST HONOR