N E W S R E L E A S E
January 24, 2008
For more information, contact Susan Liehe at the BBB Denver/Boulder at 303.996.3962 (office) or 303.919.6309 (cell)
BBB releases annual statistics for 2007
Denver, CO – Twice as many callers on the line, waiting for a live operator? No problem. More than half again as many dispute cases to handle, and faster than ever? No worries. Demands for your time, your data, your help? Oh, and no increase in staff to do it all?
It was all part of 2007 at the local Better Business Bureau.
Yet BBB Denver/Boulder is happily calling the whole adventure a great success. “We had a record-breaking year,” reports BBB President and CEO Jean Herman. “I’m not sure I’ve ever been more proud of the progress we’ve made—both nationwide with our powerful new branding initiative, and right here in our 40-person office.”
The essence of BBB marketplace services doesn’t change, even through the volume has been astounding. BBB Denver provided 18% more reliability reports in 2007 than in 2006, Herman reports, from 719,635 to 849,367. The top industry categories locally for pre-purchase inquiries were (with 2006 rankings in parentheses):
BBB INQUIRIES – 2007
- Mortgages and contracts (1)
- Work-at-home companies (4)
- Roofing contractors (8)
- Movers (3)
- Heating contractors (5)
- Educational consultants & services (2)
- Windows (9)
- Auto repair & service (6)
- Television – cable and satellite (7)
- Plumbing contactors (12)
The inevitable marketplace disputes, both consumer/business as well as business-to-business, spiked 53% in volume to 26,485 cases. Disputes were filed most in these industries (with 2006 rankings in parentheses):
BBB COMPLAINTS – 2007
- Television – cable and satellite (1)
- Telephone & telecommunications (2)
- Internet shopping services (9)
- Internet access providers (12)
- Mail order and catalog shopping (19)
- Collection agencies (5)
- Auto dealers – new (6)
- Billing services (18)
- Magazine subscription agents (7)
- Home & auto warranties (3)
H I G H L I G H T S
BBB Denver/Boulder had a record-breaking 2007 in terms of service to the regional community. Here are more details.
1. ABOUT ACCREDITATION: Lists of accredited businesses, by industry, provided on request to interested buyers increased four-fold.
2007 was 162,213, 2006 was 43,450
Your BBB is about rigorous, high standards – and driving business to the companies who meet and maintain these standards. New database software and web navigability both made it easier for us to exclusively “name names” of accredited businesses. Every inquiry, every reliability report, reinforces the value of accreditation. Our accredited businesses use the BBB to stand out. It is our job to showcase the companies who believe in our mission and support it.
2. REPORTING RELIABILITY: Inquiries specifically for a company’s report increased 18% this year.
2007 2006
via web 774,445 679,361
via automated phone 23,432 22,932
via live operator 51,490 17,342
TOTAL 849,367 719,635
They ask – we report. It’s that simple. The more the BBB can encourage wise pre-purchase decisions, the less likely these consumers or businesses are to have a problem with the transaction later. This is the message of our new tagline, Start With Trust.
3. BENEFIT OF BRAND: Our web page views are steady at 9 million/year. Total instances of service – locally – topped 11 million.
“BBB” and the system-wide web site, www.bbb.org, has exploded this year in awareness with paid advertising as well as strong news media presence. BBB Denver/Boulder alone had more than 250 unpaid media mentions. New logo, powerful new web site design -- it all builds to the credibility of the BBB co-branded with its accredited businesses.
4. PERSONAL HELP: live operator calls increased 200% in one year.
2007 was 51,490, 2006 was 17,342
We value technology very strongly—but we do not want to lose “high touch” just because we’re “high tech.” Nearly every employee helps field calls when lines are ringing—it’s that important. We are welcoming and friendly during the business hours, confident that the community can obtain data and help at any hour of any day through our web site and automated phone. For those vulnerable consumers who prefer a human voice, we’re here. In fact, the average hold time for a live operator was reduced to under one minute. Large companies in the private sector are bound to be envious.
5. SIGNIFICANT SERVICE: The increase in dispute resolution cases was 53% over 2006.
2007 was 26,485, 2006 was 17,335
These are cases that did not cost businesses and consumers the time and dollars of litigation, and did not clog our courts. This is a unique service that no other organization provides with our expertise and at no cost to the parties involved. This huge jump in service was provided without the BBB increasing its staff; in fact, the average duration that cases remained open was reduced 2%. What for-profit entity could match this jump in volume and service while holding labor costs?
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BBB Denver/Boulder BBB serves the 12-county metro area. The BBB is an unbiased, non-profit entity that sets and upholds high standards for fair and honest business behavior. Businesses and charities that earn BBB accreditation contractually agree and adhere to the organization’s high standards of ethical business behavior. BBB provides objective advice, free business reliability reports and charity Wise Giving Reports, and educational information on topics affecting marketplace trust. BBB also offers complaint and dispute resolution support for consumers who need help with unfair or unethical business treatment. The first BBB was founded in 1912. Today, 128 BBBs serve communities across the U.S. and Canada, evaluating and monitoring more than three million local and national businesses and charities. Please visit www.bbb.org for more information.
