BBB Wisconsin Sees Sixty-One Percent Increase in Customer Review Postings in 2015

The Better Business Bureau Serving Wisconsin enjoyed another productive year of service in 2015.

Posting of positive, negative, and neutral valid customer reviews to our website was 3,984 in 2014 and increased 61 percent to 6,425 postings in 2015.

“People are very interested in sharing their marketplace experience with others through personal reviews”, says Ran Hoth, BBB Serving Wisconsin CEO and president. “There is a lot of skepticism associated with review sites these days, and rightfully so. However, BBB’s online reviews have credibility because they are screened, using a verification system. If a consumer can’t prove he or she is a real customer, the review is not published. BBB is happy to provide this free platform and our statistics show that people trust it.”

Customer Reviews were viewed 151,532 times by the public in 2015.

Also receiving a very good response was BBB Scam Tracker, a new important, interactive tool for consumers throughout the U.S. and Canada to report scams and fraud. Launched nationally in November, more than 10,000 reports had been submitted by the public by December. Scam Tracker also allows the BBB to collect, track, and share the information with media, law enforcement, and the public.

Consumers viewed free BBB Business Reviews on businesses and charities 2,342,447 times in 2015 up by 75,208, a 3.3 increase.

Requests for BBB reports on businesses and charities in Wisconsin totaled 2,415,241 in 2015. The BBB served 15,617 telephone callers and enjoyed 2,533 live chats.

The number of complaints processed within our purview was 9,199, down 15 percent. The BBB was able to obtain responses for 86 percent of the complaints, thanks to strong commitment by businesses in Wisconsin to customer engagement and their brand reputation.

BBB complaint detail gives people seeking trustworthy businesses more information from which they can base their decision. Complaint detail was viewed by the public 209,640 times, a 6 percent increase.

Monitoring of advertising is also a regular service of the BBB. In 2015, the BBB challenged 142 ads for questionable claims. The BBB requested substantiation of certain advertising claims and, in some cases, asked companies to modify their advertising to eliminate false or misleading information.

By investigating deceptive practices and challenging false advertising, BBB’s Investigations Department exposes companies that attempt to profit at the expense of responsible businesses and consumers, and warns the public about them. When advertising or other standards-based issues are found, BBB first alerts the company in question and tries to work with them to help meet BBB standards. In this way, responsible firms may resolve their problems and maintain the confidence of their customers. When companies fail to address problematic practices or advertising, the incidents are summarized in BBB Business Reviews and, when appropriate, referred to government agencies and the media. The BBB also releases advisories on scams and deceptive practices throughout the year on its website and directly to media.

The BBB Serving Wisconsin conducted 168 investigations and sent 70 press releases to the public including informational pieces, business alerts, and scam notifications. This resulted in more than 4,550 TV, radio, and newspaper stories, a 25 percent increase. The BBB also continued posting regular blogs for NOW.com and Patch.com online publications. BBB press releases can be found on our website under “news.”

A popular event, ShredFest, was held in May and October and for the eighth consecutive year. ShredFest is BBB’s bi-annual free community shredding event held in Milwaukee, Appleton, and Madison. The BBB Serving Wisconsin and its Foundation helped thousands of people avoid identity theft by collecting, shredding, and recycling 65,000 pounds – more than 76 tons - of personal documents in 2015. For information on the April 30, 2016 ShredFest events clickhere.

In 2015, 88.2 percent of Wisconsin accredited businesses chose to reaffirm their commitment to the BBB’s Standards of Trust, a 2.7 percent increase.

The BBB Serving Wisconsin increased its social media presence to more than 6,100 followers on Twitter and 22,800 “likes” on Facebook.

The BBB offers free “Request a Quote” opportunities for consumers through its website. Choosing to “request a quote” allows a person to obtain free quotes, estimates, information or proposals from BBB Accredited Businesses. In 2015, the Wisconsin BBB forwarded 3,572 requests for quotes to accredited businesses.

In April, the BBB awarded 10 scholarships – the most ever – to Wisconsin high school seniors who demonstrated high character, leadership, and ethical values. Each of the ten students received a $2,500 scholarship to attend an accredited college of their choice. The 2015 “Student of Integrity” scholarship was sponsored by the BBB of Wisconsin Foundation, Baird, Briggs & Stratton, Dave Jones, Inc., Jericho Resources, Inc., We Energies Foundation, Roger and Shirley Schroeder, with additional contributions from William D. Goodman and Randall L. Hoth.

*above data is for BBB Wisconsin only

The Better Business Bureau Serving Wisconsin reached millions of people and businesses through press releases, alerts, media stories, social media, consumer and business newsletters, blogs, scam-stopper and scam tracker, tips on buying smarter, public speeches, and educational events. BBB Serving Wisconsin includes our main office in Milwaukee and regional offices in Appleton and Madison.

BBB information and services are free because of the strong support from thousands of ethical businesses and charities who demonstrate their commitment to ethical practices by being BBB Accredited. BBB Business Accreditation works to inspire confidence among consumers, government agencies, law enforcement, media, and within the business community by verifying a business’ commitment to uphold the ethical business standards that advance marketplace trust. Visit our website for information concerning accreditation.

Consumers may obtain free Business reports and reviews online at bbb.org or by calling 414-847-6000 or toll-free throughout the state at 1-800-273-1002. Consumers can also receive news alerts from the BBB Serving Wisconsin by following us on Twitter or liking us on Facebook.

For an online version of the story click here