6
ADVANCING MARKETPLACE TRUST ® BBB 2011 Annual Report ®
ADVANCING MARKETPLACE TRUST
A Letter from the President and CEO
Thomas Watson, Sr., former president of BBB Accredited Business IBM, once said,
“To be successful, you have to have your heart in your business and your business
in your heart.”
Mr. Watson’s message could not ring truer when speaking of BBB and its continual
passion for advancing marketplace trust. For BBB, 2010 marked a year of
milestones, firsts and outstanding results. Your BBB is widely recognized as one
of the most influential BBBs in North America, and the efforts of BBB staff have
rendered record-breaking results for BBB at the local and national level.
In 2010, your BBB was honored by Austin American-Statesman as one of the “Best
Places to Work” and competed against Fortune 500 companies to earn three
International MarCom Awards in recognition of its marketing. BBB also received
two awards at the International Assembly of Better Business Bureaus and recognized a staff member as the #1
business development representative in the nation. These accolades have a direct impact on your business and
the value of what it is to be part of a winning organization.
In 2010, BBB increased the advantages of BBB Accreditation and launched a 62-million impression advertising
campaign, which provided more exposure for Accredited Businesses. The campaign drove consumers to
BBB’s website to search for businesses they know they can trust, and four local companies sponsored and
participated in the campaign.
2010 also marked the launch of the BBB Online Store and Design Center, which provides Accredited Businesses
with a wide range of BBB-branded marketing materials, collateral and free design files to continue strengthening
the value of BBB Standards and marketplace trust. In a year filled with innovation, BBB and BBB Education
Foundation hosted a four-city, 23-event tour with BBB Military Line® Director Mrs. Holly Petraeus. The event
launched a new financial curriculum to local servicemembers and increased public awareness and support of
financial literacy programs for military servicemembers and their families.
On behalf of our staff, I thank you for your ongoing support. Your BBB puts its heart and soul into fulfilling
its mission to be the leader in advancing marketplace trust. As President/CEO, I am committed to continuing
your BBB’s leadership as one of the most progressive BBBs in the system. I commend your dedication to
BBB’s mission of advancing marketplace trust and congratulate all BBB Accredited Businesses on earning BBB
Accreditation.
Respectfully Submitted,
Carrie A. Hurt, President/CEO
BBB serving Central, Coastal and Southwest Texas
Angie Sinkfield, The Ted Smith Law Firm PLLC
Bobby Jenkins, ABC Home & Commercial Services
Clark Ross, Texas Star Document Services
Darrell Sander, Frost Bank
Holly Dunham, Waco Hyundai
John Carlson, Braswell Office Systems
Kathryn Frank, Kathryn Frank CPA
Kurt Wade, Floor King Carpet One
Laura Hebert, Hebert Insurance Group
Linda Smith, En Su Casa Health Care
Maria Bleier, Dell, Inc.
Martin Bomba, Window World of San Antonio
Mat Naegele, Lamar Outdoor Advertising
Mike Church, Cody Pools, Inc.
Mitchell Neubert, Baylor University
Monica Benoit-Beatty, Chisholm Trail Financial Group
Odis Pippins, Fort Hood National Bank
Patti Smith, KVUE-TV, Inc.
Randy Brunnemann, Crowne Plaza Hotel Austin
Rick Ravel, Karavel Shoes
Scott Barr, Southwest Exteriors
Stan Johnson, Stan’s Heating & Air Conditioning, Inc.
Susan Jones, Extraco Banks Mortgage Department
T.H. Gardner, Aransas Autoplex
Chair: Laurens Fish III, Weed-Corley-Fish Funeral Home
Chair-Elect: Nancy Thompson, Nancy Thompson Commercial Real Estate
Secretary: Monica Davis, The Davis Group Inc./Teleclip Inc.
Treasurer: Bobby Hoxworth, First National Bank Texas
Immediate Past Chair: Jeff Evins, Evins Personnel
Executive Committee: Jon Eckert, BBVA Compass Bank
Executive Committee: Doug Davidson, BMC Select
Executive Committee: T. Getterman, Supercuts
BBB President/CEO: Carrie A. Hurt, Better Business Bureau, Inc.
®
BBB ACCREDITATION STANDARDS
4 Build Trust Establish and maintain a positive track record in the marketplace.
4 Advertise Honestly Adhere to established standards of advertising and selling.
4 Tell the Truth Honestly represent products and services, including clear and adequate disclosures of all material terms.
4 Be Transparent Openly identify the nature, location and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy. 4 Honor Promises
Abide by all written agreements and verbal representations.
4 Be Responsive Address marketplace disputes quickly, professionally and in good faith.
4 Safeguard PrivacyProtect 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.
4 Embody Integrity Approach all business dealings, marketplace transactions and commitments with integrity.
Mission:an ethical marketplace where buyers
and sellers can trust each other.
2011 BBB Officers & Executive Committee
2011 BBB Board of DirectorsTOTAL ACCREDITED BuSINESS LOCATIONS
0
2,000
4,000
6,000
8,000
10,000
2010200920082007 to be the leader in advancing
marketplace trust.
Vision:
4 “I live in Tucson, Arizona and have been using the
BBB website to find residential contractors (plumbing
and roofing) to service a home in San Antonio.
I have been very satisfied. The contractors
have been excellent without fail.”
4 “The BBB Members Only website keeps my business up to date on our BBB Business Review
activity, and I frequently log in to download the BBB
Seal for local advertising.”
4 “My BBB bid stickers give business owners confidence that we can handle their insurance
needs.”
4 “Thank you very much for this information. You
have been extremely helpful, and I will continue
to contact BBB whenever the need should arise.”
Testimonials
4 “I recently asked for your assistance and cannot thank
you enough for the positive results!”
4 “Thank you so much for helping me. Thank you more
for listening. I appreciate your concern.”
4 “This note is to sing the praises of the people
who work at BBB, for you provide a voice of reason for everyone who calls for assistance. Thank you all for your help! I am so
grateful, truly.”
4 “Love your community efforts. The shredding
program is a great contribution to the community.”
4 “Thank you so much! I wish I had joined Better Business Bureau sooner.”
BBB 2011 Annual Report
®
®
ADVANCING MARKETPLACE TRUST
A Letter from the President and CEO
Thomas Watson, Sr., former president of BBB Accredited Business IBM, once said,
“To be successful, you have to have your heart in your business and your business
in your heart.”
Mr. Watson’s message could not ring truer when speaking of BBB and its continual
passion for advancing marketplace trust. For BBB, 2010 marked a year of
milestones, firsts and outstanding results. Your BBB is widely recognized as one
of the most influential BBBs in North America, and the efforts of BBB staff have
rendered record-breaking results for BBB at the local and national level.
In 2010, your BBB was honored by Austin American-Statesman as one of the “Best
Places to Work” and competed against Fortune 500 companies to earn three
International MarCom Awards in recognition of its marketing. BBB also received
two awards at the International Assembly of Better Business Bureaus and recognized a staff member as the #1
business development representative in the nation. These accolades have a direct impact on your business and
the value of what it is to be part of a winning organization.
In 2010, BBB increased the advantages of BBB Accreditation and launched a 62-million impression advertising
campaign, which provided more exposure for Accredited Businesses. The campaign drove consumers to
BBB’s website to search for businesses they know they can trust, and four local companies sponsored and
participated in the campaign.
2010 also marked the launch of the BBB Online Store and Design Center, which provides Accredited Businesses
with a wide range of BBB-branded marketing materials, collateral and free design files to continue strengthening
the value of BBB Standards and marketplace trust. In a year filled with innovation, BBB and BBB Education
Foundation hosted a four-city, 23-event tour with BBB Military Line® Director Mrs. Holly Petraeus. The event
launched a new financial curriculum to local servicemembers and increased public awareness and support of
financial literacy programs for military servicemembers and their families.
On behalf of our staff, I thank you for your ongoing support. Your BBB puts its heart and soul into fulfilling
its mission to be the leader in advancing marketplace trust. As President/CEO, I am committed to continuing
your BBB’s leadership as one of the most progressive BBBs in the system. I commend your dedication to
BBB’s mission of advancing marketplace trust and congratulate all BBB Accredited Businesses on earning BBB
Accreditation.
Respectfully Submitted,
Carrie A. Hurt, President/CEO
BBB serving Central, Coastal and Southwest Texas
Angie Sinkfield, The Ted Smith Law Firm PLLC
Bobby Jenkins, ABC Home & Commercial Services
Clark Ross, Texas Star Document Services
Darrell Sander, Frost Bank
Holly Dunham, Waco Hyundai
John Carlson, Braswell Office Systems
Kathryn Frank, Kathryn Frank CPA
Kurt Wade, Floor King Carpet One
Laura Hebert, Hebert Insurance Group
Linda Smith, En Su Casa Health Care
Maria Bleier, Dell, Inc.
Martin Bomba, Window World of San Antonio
Mat Naegele, Lamar Outdoor Advertising
Mike Church, Cody Pools, Inc.
Mitchell Neubert, Baylor University
Monica Benoit-Beatty, Chisholm Trail Financial Group
Odis Pippins, Fort Hood National Bank
Patti Smith, KVUE-TV, Inc.
Randy Brunnemann, Crowne Plaza Hotel Austin
Rick Ravel, Karavel Shoes
Scott Barr, Southwest Exteriors
Stan Johnson, Stan’s Heating & Air Conditioning, Inc.
Susan Jones, Extraco Banks Mortgage Department
T.H. Gardner, Aransas Autoplex
Chair: Laurens Fish III, Weed-Corley-Fish Funeral Home
Chair-Elect: Nancy Thompson, Nancy Thompson Commercial Real Estate
Secretary: Monica Davis, The Davis Group Inc./Teleclip Inc.
Treasurer: Bobby Hoxworth, First National Bank Texas
Immediate Past Chair: Jeff Evins, Evins Personnel
Executive Committee: Jon Eckert, BBVA Compass Bank
Executive Committee: Doug Davidson, BMC Select
Executive Committee: T. Getterman, Supercuts
BBB President/CEO: Carrie A. Hurt, Better Business Bureau, Inc.
®
BBB ACCREDITATION STANDARDS
4 Build Trust Establish and maintain a positive track record in the marketplace.
4 Advertise Honestly Adhere to established standards of advertising and selling.
4 Tell the Truth Honestly represent products and services, including clear and adequate disclosures of all material terms.
4 Be Transparent Openly identify the nature, location and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy. 4 Honor Promises
Abide by all written agreements and verbal representations.
4 Be Responsive Address marketplace disputes quickly, professionally and in good faith.
4 Safeguard PrivacyProtect 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.
4 Embody Integrity Approach all business dealings, marketplace transactions and commitments with integrity.
Mission:an ethical marketplace where buyers
and sellers can trust each other.
2011 BBB Officers & Executive Committee
2011 BBB Board of DirectorsTOTAL ACCREDITED BuSINESS LOCATIONS
0
2,000
4,000
6,000
8,000
10,000
2010200920082007 to be the leader in advancing
marketplace trust.
Vision:
4 “I live in Tucson, Arizona and have been using the
BBB website to find residential contractors (plumbing
and roofing) to service a home in San Antonio.
I have been very satisfied. The contractors
have been excellent without fail.”
4 “The BBB Members Only website keeps my business up to date on our BBB Business Review
activity, and I frequently log in to download the BBB
Seal for local advertising.”
4 “My BBB bid stickers give business owners confidence that we can handle their insurance
needs.”
4 “Thank you very much for this information. You
have been extremely helpful, and I will continue
to contact BBB whenever the need should arise.”
Testimonials
4 “I recently asked for your assistance and cannot thank
you enough for the positive results!”
4 “Thank you so much for helping me. Thank you more
for listening. I appreciate your concern.”
4 “This note is to sing the praises of the people
who work at BBB, for you provide a voice of reason for everyone who calls for assistance. Thank you all for your help! I am so
grateful, truly.”
4 “Love your community efforts. The shredding
program is a great contribution to the community.”
4 “Thank you so much! I wish I had joined Better Business Bureau sooner.”
BBB 2011 Annual Report
®
®
0
300,000
600,000
900,000
1,200,000
1,500,000
2010200920082007
2,651BBB SPEAKERS BUREAUATTENDEES
89TOTAL INVESTIGATIONS
$945,113VALUE OFNON-PAID MEDIA
2,487BBB MILITARY LINE CLASS PARTICIPANTS
2010 OuTREACH
BBB BuSINESS REvIEWS ISSuED
0
300,000
600,000
900,000
1,200,000
1,500,000
2010200920082007
MEDIA APPEARANCES
4,254
139PRESS RELEASES
ISSUED
In 2010, BBB promoted the importance of BBB Accreditation through the
launch of new programs and enhancement of existing services.
BBB Accredited Businesses benefited from a “Request a Quote” link added
to their listing in BBB’s online directory, Member Pages. This enhancement
resulted in a 45% increase of price quotes sent to Accredited Businesses over
2009.
BBB continues to be on the forefront of technology-based services with the
launch of the BBB Dynamic Seal, a free, online program that displays the BBB
Seal on company web and social media sites. This innovative program offers businesses the ability to include their BBB
rating and link directly to their BBB Business Review.
BBB also introduced a social media program to drive consumers to BBB Accredited Businesses. BBB professionals
actively searched for consumers looking for trustworthy businesses and directed them to local companies listed in BBB’s
online directory, Member Pages. It is through these innovative programs and enhancements that BBB steers potential
customers to BBB Accredited Businesses.
Empowering Through Results
MARTIN & DEB, Window World
“We decided to apply for Accreditation because the deciding factor for our customers is trust.”
In 2010, BBB provided 3,367,454 instances of service.
Since 1912, BBB has served consumers and businesses
as an authority on trust in the marketplace. BBB sets
and upholds high standards for ethical marketplace
behavior and is the preeminent resource for objective,
unbiased information on businesses and charities. Over 110
BBBs support communities across the U.S. and Canada,
evaluating and monitoring more than 3 million local and
national businesses and charities. Your BBB was founded
in 1950 and serves 62 counties through its four offices in
Austin, Corpus Christi, Harker Heights and San Antonio.
Highly recognized as one of the most influential BBBs in the
system, BBB serving Central, Coastal and Southwest Texas
offers local consumers and businesses the resources they
need to Start With Trust®.
BBB provided over 3 million instances of service in
2010. BBB offered various events, programs and services
throughout its 62-county area to increase marketplace
trust for both consumers and businesses.
BBB kept the community informed through a consumer
information newsletter, which warned of common scams
and provided tips for staying safe in the marketplace
to over 10,000 consumers bi-weekly. Additionally,
BBB programs educated over 5,000 members of local
communities through outreach programs such as BBB
Speakers Bureau and BBB Military Line®. Both programs
provide free educational speaking engagements covering
topics such as money management, scam prevention and
truthful advertising.
The expansion of BBB’s social media platform in 2010
helped consumers, businesses and the greater community
contact and share information with BBB through
Facebook and Twitter. BBB’s continual effort to inform
the community drives its vision of an ethical marketplace
where buyers and sellers can trust each other.
Member Pages Directory Searches • 224,111Consumers turned to BBB’s Accredited Business Directory to find trustworthy businesses. In 2010, BBB hosted an average of 600 searches per day.
BBB Business Reviews Issued • 1,402,411Consumers searched BBB’s database of over 100,000 BBB Business Reviews, and 68% of searches were for BBB Accredited Businesses.
Website Visits • 1,617,215BBB’s website received an average of 4,400 visits per day in 2010, a 120% increase over 2009.
Celebrating Marketplace Role ModelsConnecting Consumers with Trustworthy Businesses
2010 BBB Service Delivery Highlights
About BBB
Community
Consumer Finance/Loan Companies (615)
Financial Services (454)
Apartments (429)
New Car Auto Dealers (386)
Auto Repair & Service (329)
Used Car Auto Dealers (319)
Computer Service & Repair (301)
Furniture - Retail (292)
Business Services - General (243)
Insurance Companies (233)
1.
2.
3. 4.
5.
6. 7.
8.
9. 10.
TOP 10 MOST COMPLAINED ABOuT LOCAL INDuSTRIES
2010 Dispute Resolution
Roofing Contractors (57,019)
Air Conditioning Contractors & Systems (38,860)
Home Builders (38,765)
Insurance Companies (32,960)
Construction & Remodeling Services (28,706)
Movers (25,361)
Financial Services (24,569)
Auto Repair & Service (23,318)
Swimming Pool Contractors, Dealers, Design (22,719)
Plumbers (20,382)
1.
2.
3.
4.
5.
6.
7. 8.
9.
10.
TOP 10 MOST INQuIRED ABOuT LOCAL INDuSTRIES
85%DISPUTE RESOLUTION SATISFACTION RATE
21DaysAVERAGE TIME TO SETTLE DISPUTES
25,953TOTAL COMPLAINTS HANDLED
274 TOTAL MEDIATIONS
24 TOTAL ARBITRATIONS
“Members Only” Website Visits • 1,357In 2010, Accredited Businesses used the “Members Only” website to track their BBB Business Review activity, update company information and more.
Phone Assistance • 86,989BBB fielded an average of 1,670 phone calls per week in 2010 to provide information on local businesses to consumers.
Complaints Handled • 25,953BBB’s dispute resolution process offered conciliation, mediation and arbitration to consumers and businesses.
Request a Quotes Processed • 4,572Consumers requested free price quotes from Accredited Businesses using BBB’s website.
News Media Appearances • 4,257BBB worked closely with media outlets across its service area to inform consumers of scams and promote the use of BBB’s programs and services.
Advertising Review and Assistance • 589In 2010, BBB proactively worked with local companies to promote ethical advertising practices.
Creating a Community of trustworthy businesses
Increased total BBB Accredited Business locations
3.4%, to 9,879 in 2010.
Increased total number of BBB Business Reviews
issued 55%, to 1,402,411 in 2010.
Launched a 62-million impression advertising campaign
that included radio, billboard and direct mail, which
provided more exposure to Accredited Businesses.
setting standards for marketplaCe trust
Reviewed 6,531 company websites to meet BBB
Standards for Trust.
Reviewed 7,647 applications and reapplications for
BBB Accreditation.
Provided 589 instances of advertising review
assistance.
4
4
4
4
4
4
enCouraging and supportingbest praCtiCes
Featured BBB Accredited Businesses in BBB’s online
directory, Member Pages, which hosted 9,310,431
listing views.
Enhanced BBB’s Request a Quote program and
increased the total number of price quotes sent to
4,572, an increase of 45%.
4
4
denounCing substandard marketplaCe behavior
Conducted 89 investigations to increase trade
practice efforts, an increase of 43%.
Revoked 27 BBB Accredited Businesses for failure to
meet BBB Accreditation Standards.
Issued 139 time-sensitive press releases to inform and
protect the public from current scams affecting the
marketplace.
4
4
4
“The best way to earn customers is through trust, and the best way to earn trust is through Better Business Bureau Accreditation.”
- TONY, Champion AC
0
500,000
1,000,000
1,500,000
2,000,000
2010200920082007
Outstanding BBB Award for the “BBB Store and Design Center” at the International Assembly of BBBs
Outstanding BBB Award for the “Military Saves Week” at the International Assembly of BBBs
Gold, International MarCom Award for the eTrust Talk newsletter
Two honorable mention International MarCom Awards for the 2010 BBB Annual Report
One of the top places to work in Austin by Austin American-Statesman and ranked #25 in the small business category
Finalist in the Greater Chamber Awards in the Environment category for BBB Shred Day
2010 AWARDS4
4
4
4
4
4
WEBSITE vISITS
“When customers see that we’re Accredited by Better Business
Bureau, we earn their trust.”
- JIM, Americus Diamond
ED, Wilshire Homes
“Being Accredited with Better Business Bureau brings my customers trust, and my customers’ trust brings referrals and reputation.”
Celebrating marketplaCe role models
Increased the average number of monthly BBB
website visits to 134,768, an increase of 61%.
Established BBB’s social media presence by securing
over 200 social media link referrals to BBB’s website
per month and increasing BBB’s Twitter and Facebook
follower counts substantially.
4
4
0
300,000
600,000
900,000
1,200,000
1,500,000
2010200920082007
2,651BBB SPEAKERS BUREAUATTENDEES
89TOTAL INVESTIGATIONS
$945,113VALUE OFNON-PAID MEDIA
2,487BBB MILITARY LINE CLASS PARTICIPANTS
2010 OuTREACH
BBB BuSINESS REvIEWS ISSuED
0
300,000
600,000
900,000
1,200,000
1,500,000
2010200920082007
MEDIA APPEARANCES
4,254
139PRESS RELEASES
ISSUED
In 2010, BBB promoted the importance of BBB Accreditation through the
launch of new programs and enhancement of existing services.
BBB Accredited Businesses benefited from a “Request a Quote” link added
to their listing in BBB’s online directory, Member Pages. This enhancement
resulted in a 45% increase of price quotes sent to Accredited Businesses over
2009.
BBB continues to be on the forefront of technology-based services with the
launch of the BBB Dynamic Seal, a free, online program that displays the BBB
Seal on company web and social media sites. This innovative program offers businesses the ability to include their BBB
rating and link directly to their BBB Business Review.
BBB also introduced a social media program to drive consumers to BBB Accredited Businesses. BBB professionals
actively searched for consumers looking for trustworthy businesses and directed them to local companies listed in BBB’s
online directory, Member Pages. It is through these innovative programs and enhancements that BBB steers potential
customers to BBB Accredited Businesses.
Empowering Through Results
MARTIN & DEB, Window World
“We decided to apply for Accreditation because the deciding factor for our customers is trust.”
In 2010, BBB provided 3,367,454 instances of service.
Since 1912, BBB has served consumers and businesses
as an authority on trust in the marketplace. BBB sets
and upholds high standards for ethical marketplace
behavior and is the preeminent resource for objective,
unbiased information on businesses and charities. Over 110
BBBs support communities across the U.S. and Canada,
evaluating and monitoring more than 3 million local and
national businesses and charities. Your BBB was founded
in 1950 and serves 62 counties through its four offices in
Austin, Corpus Christi, Harker Heights and San Antonio.
Highly recognized as one of the most influential BBBs in the
system, BBB serving Central, Coastal and Southwest Texas
offers local consumers and businesses the resources they
need to Start With Trust®.
BBB provided over 3 million instances of service in
2010. BBB offered various events, programs and services
throughout its 62-county area to increase marketplace
trust for both consumers and businesses.
BBB kept the community informed through a consumer
information newsletter, which warned of common scams
and provided tips for staying safe in the marketplace
to over 10,000 consumers bi-weekly. Additionally,
BBB programs educated over 5,000 members of local
communities through outreach programs such as BBB
Speakers Bureau and BBB Military Line®. Both programs
provide free educational speaking engagements covering
topics such as money management, scam prevention and
truthful advertising.
The expansion of BBB’s social media platform in 2010
helped consumers, businesses and the greater community
contact and share information with BBB through
Facebook and Twitter. BBB’s continual effort to inform
the community drives its vision of an ethical marketplace
where buyers and sellers can trust each other.
Member Pages Directory Searches • 224,111Consumers turned to BBB’s Accredited Business Directory to find trustworthy businesses. In 2010, BBB hosted an average of 600 searches per day.
BBB Business Reviews Issued • 1,402,411Consumers searched BBB’s database of over 100,000 BBB Business Reviews, and 68% of searches were for BBB Accredited Businesses.
Website Visits • 1,617,215BBB’s website received an average of 4,400 visits per day in 2010, a 120% increase over 2009.
Celebrating Marketplace Role ModelsConnecting Consumers with Trustworthy Businesses
2010 BBB Service Delivery Highlights
About BBB
Community
Consumer Finance/Loan Companies (615)
Financial Services (454)
Apartments (429)
New Car Auto Dealers (386)
Auto Repair & Service (329)
Used Car Auto Dealers (319)
Computer Service & Repair (301)
Furniture - Retail (292)
Business Services - General (243)
Insurance Companies (233)
1.
2.
3. 4.
5.
6. 7.
8.
9. 10.
TOP 10 MOST COMPLAINED ABOuT LOCAL INDuSTRIES
2010 Dispute Resolution
Roofing Contractors (57,019)
Air Conditioning Contractors & Systems (38,860)
Home Builders (38,765)
Insurance Companies (32,960)
Construction & Remodeling Services (28,706)
Movers (25,361)
Financial Services (24,569)
Auto Repair & Service (23,318)
Swimming Pool Contractors, Dealers, Design (22,719)
Plumbers (20,382)
1.
2.
3.
4.
5.
6.
7. 8.
9.
10.
TOP 10 MOST INQuIRED ABOuT LOCAL INDuSTRIES
85%DISPUTE RESOLUTION SATISFACTION RATE
21DaysAVERAGE TIME TO SETTLE DISPUTES
25,953TOTAL COMPLAINTS HANDLED
274 TOTAL MEDIATIONS
24 TOTAL ARBITRATIONS
“Members Only” Website Visits • 1,357In 2010, Accredited Businesses used the “Members Only” website to track their BBB Business Review activity, update company information and more.
Phone Assistance • 86,989BBB fielded an average of 1,670 phone calls per week in 2010 to provide information on local businesses to consumers.
Complaints Handled • 25,953BBB’s dispute resolution process offered conciliation, mediation and arbitration to consumers and businesses.
Request a Quotes Processed • 4,572Consumers requested free price quotes from Accredited Businesses using BBB’s website.
News Media Appearances • 4,257BBB worked closely with media outlets across its service area to inform consumers of scams and promote the use of BBB’s programs and services.
Advertising Review and Assistance • 589In 2010, BBB proactively worked with local companies to promote ethical advertising practices.
Creating a Community of trustworthy businesses
Increased total BBB Accredited Business locations
3.4%, to 9,879 in 2010.
Increased total number of BBB Business Reviews
issued 55%, to 1,402,411 in 2010.
Launched a 62-million impression advertising campaign
that included radio, billboard and direct mail, which
provided more exposure to Accredited Businesses.
setting standards for marketplaCe trust
Reviewed 6,531 company websites to meet BBB
Standards for Trust.
Reviewed 7,647 applications and reapplications for
BBB Accreditation.
Provided 589 instances of advertising review
assistance.
4
4
4
4
4
4
enCouraging and supportingbest praCtiCes
Featured BBB Accredited Businesses in BBB’s online
directory, Member Pages, which hosted 9,310,431
listing views.
Enhanced BBB’s Request a Quote program and
increased the total number of price quotes sent to
4,572, an increase of 45%.
4
4
denounCing substandard marketplaCe behavior
Conducted 89 investigations to increase trade
practice efforts, an increase of 43%.
Revoked 27 BBB Accredited Businesses for failure to
meet BBB Accreditation Standards.
Issued 139 time-sensitive press releases to inform and
protect the public from current scams affecting the
marketplace.
4
4
4
“The best way to earn customers is through trust, and the best way to earn trust is through Better Business Bureau Accreditation.”
- TONY, Champion AC
0
500,000
1,000,000
1,500,000
2,000,000
2010200920082007
Outstanding BBB Award for the “BBB Store and Design Center” at the International Assembly of BBBs
Outstanding BBB Award for the “Military Saves Week” at the International Assembly of BBBs
Gold, International MarCom Award for the eTrust Talk newsletter
Two honorable mention International MarCom Awards for the 2010 BBB Annual Report
One of the top places to work in Austin by Austin American-Statesman and ranked #25 in the small business category
Finalist in the Greater Chamber Awards in the Environment category for BBB Shred Day
2010 AWARDS4
4
4
4
4
4
WEBSITE vISITS
“When customers see that we’re Accredited by Better Business
Bureau, we earn their trust.”
- JIM, Americus Diamond
ED, Wilshire Homes
“Being Accredited with Better Business Bureau brings my customers trust, and my customers’ trust brings referrals and reputation.”
Celebrating marketplaCe role models
Increased the average number of monthly BBB
website visits to 134,768, an increase of 61%.
Established BBB’s social media presence by securing
over 200 social media link referrals to BBB’s website
per month and increasing BBB’s Twitter and Facebook
follower counts substantially.
4
4
0
300,000
600,000
900,000
1,200,000
1,500,000
2010200920082007
2,651BBB SPEAKERS BUREAUATTENDEES
89TOTAL INVESTIGATIONS
$945,113VALUE OFNON-PAID MEDIA
2,487BBB MILITARY LINE CLASS PARTICIPANTS
2010 OuTREACH
BBB BuSINESS REvIEWS ISSuED
0
300,000
600,000
900,000
1,200,000
1,500,000
2010200920082007
MEDIA APPEARANCES
4,254
139PRESS RELEASES
ISSUED
In 2010, BBB promoted the importance of BBB Accreditation through the
launch of new programs and enhancement of existing services.
BBB Accredited Businesses benefited from a “Request a Quote” link added
to their listing in BBB’s online directory, Member Pages. This enhancement
resulted in a 45% increase of price quotes sent to Accredited Businesses over
2009.
BBB continues to be on the forefront of technology-based services with the
launch of the BBB Dynamic Seal, a free, online program that displays the BBB
Seal on company web and social media sites. This innovative program offers businesses the ability to include their BBB
rating and link directly to their BBB Business Review.
BBB also introduced a social media program to drive consumers to BBB Accredited Businesses. BBB professionals
actively searched for consumers looking for trustworthy businesses and directed them to local companies listed in BBB’s
online directory, Member Pages. It is through these innovative programs and enhancements that BBB steers potential
customers to BBB Accredited Businesses.
Empowering Through Results
MARTIN & DEB, Window World
“We decided to apply for Accreditation because the deciding factor for our customers is trust.”
In 2010, BBB provided 3,367,454 instances of service.
Since 1912, BBB has served consumers and businesses
as an authority on trust in the marketplace. BBB sets
and upholds high standards for ethical marketplace
behavior and is the preeminent resource for objective,
unbiased information on businesses and charities. Over 110
BBBs support communities across the U.S. and Canada,
evaluating and monitoring more than 3 million local and
national businesses and charities. Your BBB was founded
in 1950 and serves 62 counties through its four offices in
Austin, Corpus Christi, Harker Heights and San Antonio.
Highly recognized as one of the most influential BBBs in the
system, BBB serving Central, Coastal and Southwest Texas
offers local consumers and businesses the resources they
need to Start With Trust®.
BBB provided over 3 million instances of service in
2010. BBB offered various events, programs and services
throughout its 62-county area to increase marketplace
trust for both consumers and businesses.
BBB kept the community informed through a consumer
information newsletter, which warned of common scams
and provided tips for staying safe in the marketplace
to over 10,000 consumers bi-weekly. Additionally,
BBB programs educated over 5,000 members of local
communities through outreach programs such as BBB
Speakers Bureau and BBB Military Line®. Both programs
provide free educational speaking engagements covering
topics such as money management, scam prevention and
truthful advertising.
The expansion of BBB’s social media platform in 2010
helped consumers, businesses and the greater community
contact and share information with BBB through
Facebook and Twitter. BBB’s continual effort to inform
the community drives its vision of an ethical marketplace
where buyers and sellers can trust each other.
Member Pages Directory Searches • 224,111Consumers turned to BBB’s Accredited Business Directory to find trustworthy businesses. In 2010, BBB hosted an average of 600 searches per day.
BBB Business Reviews Issued • 1,402,411Consumers searched BBB’s database of over 100,000 BBB Business Reviews, and 68% of searches were for BBB Accredited Businesses.
Website Visits • 1,617,215BBB’s website received an average of 4,400 visits per day in 2010, a 120% increase over 2009.
Celebrating Marketplace Role ModelsConnecting Consumers with Trustworthy Businesses
2010 BBB Service Delivery Highlights
About BBB
Community
Consumer Finance/Loan Companies (615)
Financial Services (454)
Apartments (429)
New Car Auto Dealers (386)
Auto Repair & Service (329)
Used Car Auto Dealers (319)
Computer Service & Repair (301)
Furniture - Retail (292)
Business Services - General (243)
Insurance Companies (233)
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TOP 10 MOST COMPLAINED ABOuT LOCAL INDuSTRIES
2010 Dispute Resolution
Roofing Contractors (57,019)
Air Conditioning Contractors & Systems (38,860)
Home Builders (38,765)
Insurance Companies (32,960)
Construction & Remodeling Services (28,706)
Movers (25,361)
Financial Services (24,569)
Auto Repair & Service (23,318)
Swimming Pool Contractors, Dealers, Design (22,719)
Plumbers (20,382)
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TOP 10 MOST INQuIRED ABOuT LOCAL INDuSTRIES
85%DISPUTE RESOLUTION SATISFACTION RATE
21DaysAVERAGE TIME TO SETTLE DISPUTES
25,953TOTAL COMPLAINTS HANDLED
274 TOTAL MEDIATIONS
24 TOTAL ARBITRATIONS
“Members Only” Website Visits • 1,357In 2010, Accredited Businesses used the “Members Only” website to track their BBB Business Review activity, update company information and more.
Phone Assistance • 86,989BBB fielded an average of 1,670 phone calls per week in 2010 to provide information on local businesses to consumers.
Complaints Handled • 25,953BBB’s dispute resolution process offered conciliation, mediation and arbitration to consumers and businesses.
Request a Quotes Processed • 4,572Consumers requested free price quotes from Accredited Businesses using BBB’s website.
News Media Appearances • 4,257BBB worked closely with media outlets across its service area to inform consumers of scams and promote the use of BBB’s programs and services.
Advertising Review and Assistance • 589In 2010, BBB proactively worked with local companies to promote ethical advertising practices.
Creating a Community of trustworthy businesses
Increased total BBB Accredited Business locations
3.4%, to 9,879 in 2010.
Increased total number of BBB Business Reviews
issued 55%, to 1,402,411 in 2010.
Launched a 62-million impression advertising campaign
that included radio, billboard and direct mail, which
provided more exposure to Accredited Businesses.
setting standards for marketplaCe trust
Reviewed 6,531 company websites to meet BBB
Standards for Trust.
Reviewed 7,647 applications and reapplications for
BBB Accreditation.
Provided 589 instances of advertising review
assistance.
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enCouraging and supportingbest praCtiCes
Featured BBB Accredited Businesses in BBB’s online
directory, Member Pages, which hosted 9,310,431
listing views.
Enhanced BBB’s Request a Quote program and
increased the total number of price quotes sent to
4,572, an increase of 45%.
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denounCing substandard marketplaCe behavior
Conducted 89 investigations to increase trade
practice efforts, an increase of 43%.
Revoked 27 BBB Accredited Businesses for failure to
meet BBB Accreditation Standards.
Issued 139 time-sensitive press releases to inform and
protect the public from current scams affecting the
marketplace.
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“The best way to earn customers is through trust, and the best way to earn trust is through Better Business Bureau Accreditation.”
- TONY, Champion AC
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500,000
1,000,000
1,500,000
2,000,000
2010200920082007
Outstanding BBB Award for the “BBB Store and Design Center” at the International Assembly of BBBs
Outstanding BBB Award for the “Military Saves Week” at the International Assembly of BBBs
Gold, International MarCom Award for the eTrust Talk newsletter
Two honorable mention International MarCom Awards for the 2010 BBB Annual Report
One of the top places to work in Austin by Austin American-Statesman and ranked #25 in the small business category
Finalist in the Greater Chamber Awards in the Environment category for BBB Shred Day
2010 AWARDS4
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WEBSITE vISITS
“When customers see that we’re Accredited by Better Business
Bureau, we earn their trust.”
- JIM, Americus Diamond
ED, Wilshire Homes
“Being Accredited with Better Business Bureau brings my customers trust, and my customers’ trust brings referrals and reputation.”
Celebrating marketplaCe role models
Increased the average number of monthly BBB
website visits to 134,768, an increase of 61%.
Established BBB’s social media presence by securing
over 200 social media link referrals to BBB’s website
per month and increasing BBB’s Twitter and Facebook
follower counts substantially.
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ADVANCING MARKETPLACE TRUST
A Letter from the President and CEO
Thomas Watson, Sr., former president of BBB Accredited Business IBM, once said,
“To be successful, you have to have your heart in your business and your business
in your heart.”
Mr. Watson’s message could not ring truer when speaking of BBB and its continual
passion for advancing marketplace trust. For BBB, 2010 marked a year of
milestones, firsts and outstanding results. Your BBB is widely recognized as one
of the most influential BBBs in North America, and the efforts of BBB staff have
rendered record-breaking results for BBB at the local and national level.
In 2010, your BBB was honored by Austin American-Statesman as one of the “Best
Places to Work” and competed against Fortune 500 companies to earn three
International MarCom Awards in recognition of its marketing. BBB also received
two awards at the International Assembly of Better Business Bureaus and recognized a staff member as the #1
business development representative in the nation. These accolades have a direct impact on your business and
the value of what it is to be part of a winning organization.
In 2010, BBB increased the advantages of BBB Accreditation and launched a 62-million impression advertising
campaign, which provided more exposure for Accredited Businesses. The campaign drove consumers to
BBB’s website to search for businesses they know they can trust, and four local companies sponsored and
participated in the campaign.
2010 also marked the launch of the BBB Online Store and Design Center, which provides Accredited Businesses
with a wide range of BBB-branded marketing materials, collateral and free design files to continue strengthening
the value of BBB Standards and marketplace trust. In a year filled with innovation, BBB and BBB Education
Foundation hosted a four-city, 23-event tour with BBB Military Line® Director Mrs. Holly Petraeus. The event
launched a new financial curriculum to local servicemembers and increased public awareness and support of
financial literacy programs for military servicemembers and their families.
On behalf of our staff, I thank you for your ongoing support. Your BBB puts its heart and soul into fulfilling
its mission to be the leader in advancing marketplace trust. As President/CEO, I am committed to continuing
your BBB’s leadership as one of the most progressive BBBs in the system. I commend your dedication to
BBB’s mission of advancing marketplace trust and congratulate all BBB Accredited Businesses on earning BBB
Accreditation.
Respectfully Submitted,
Carrie A. Hurt, President/CEO
BBB serving Central, Coastal and Southwest Texas
Angie Sinkfield, The Ted Smith Law Firm PLLC
Bobby Jenkins, ABC Home & Commercial Services
Clark Ross, Texas Star Document Services
Darrell Sander, Frost Bank
Holly Dunham, Waco Hyundai
John Carlson, Braswell Office Systems
Kathryn Frank, Kathryn Frank CPA
Kurt Wade, Floor King Carpet One
Laura Hebert, Hebert Insurance Group
Linda Smith, En Su Casa Health Care
Maria Bleier, Dell, Inc.
Martin Bomba, Window World of San Antonio
Mat Naegele, Lamar Outdoor Advertising
Mike Church, Cody Pools, Inc.
Mitchell Neubert, Baylor University
Monica Benoit-Beatty, Chisholm Trail Financial Group
Odis Pippins, Fort Hood National Bank
Patti Smith, KVUE-TV, Inc.
Randy Brunnemann, Crowne Plaza Hotel Austin
Rick Ravel, Karavel Shoes
Scott Barr, Southwest Exteriors
Stan Johnson, Stan’s Heating & Air Conditioning, Inc.
Susan Jones, Extraco Banks Mortgage Department
T.H. Gardner, Aransas Autoplex
Chair: Laurens Fish III, Weed-Corley-Fish Funeral Home
Chair-Elect: Nancy Thompson, Nancy Thompson Commercial Real Estate
Secretary: Monica Davis, The Davis Group Inc./Teleclip Inc.
Treasurer: Bobby Hoxworth, First National Bank Texas
Immediate Past Chair: Jeff Evins, Evins Personnel
Executive Committee: Jon Eckert, BBVA Compass Bank
Executive Committee: Doug Davidson, BMC Select
Executive Committee: T. Getterman, Supercuts
BBB President/CEO: Carrie A. Hurt, Better Business Bureau, Inc.
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BBB ACCREDITATION STANDARDS
4 Build Trust Establish and maintain a positive track record in the marketplace.
4 Advertise Honestly Adhere to established standards of advertising and selling.
4 Tell the Truth Honestly represent products and services, including clear and adequate disclosures of all material terms.
4 Be Transparent Openly identify the nature, location and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy. 4 Honor Promises
Abide by all written agreements and verbal representations.
4 Be Responsive Address marketplace disputes quickly, professionally and in good faith.
4 Safeguard PrivacyProtect 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.
4 Embody Integrity Approach all business dealings, marketplace transactions and commitments with integrity.
Mission:an ethical marketplace where buyers
and sellers can trust each other.
2011 BBB Officers & Executive Committee
2011 BBB Board of DirectorsTOTAL ACCREDITED BuSINESS LOCATIONS
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2,000
4,000
6,000
8,000
10,000
2010200920082007 to be the leader in advancing
marketplace trust.
Vision:
4 “I live in Tucson, Arizona and have been using the
BBB website to find residential contractors (plumbing
and roofing) to service a home in San Antonio.
I have been very satisfied. The contractors
have been excellent without fail.”
4 “The BBB Members Only website keeps my business up to date on our BBB Business Review
activity, and I frequently log in to download the BBB
Seal for local advertising.”
4 “My BBB bid stickers give business owners confidence that we can handle their insurance
needs.”
4 “Thank you very much for this information. You
have been extremely helpful, and I will continue
to contact BBB whenever the need should arise.”
Testimonials
4 “I recently asked for your assistance and cannot thank
you enough for the positive results!”
4 “Thank you so much for helping me. Thank you more
for listening. I appreciate your concern.”
4 “This note is to sing the praises of the people
who work at BBB, for you provide a voice of reason for everyone who calls for assistance. Thank you all for your help! I am so
grateful, truly.”
4 “Love your community efforts. The shredding
program is a great contribution to the community.”
4 “Thank you so much! I wish I had joined Better Business Bureau sooner.”
BBB 2011 Annual Report
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