Sign up for our monthly consumer newsletter!

Customer Reviews: Q & A

 

Q:      When did the BBB begin offering customer reviews? 
A:      Customer Reviews were effective January 2, 2014

Q:      Do customer reviews impact my BBB rating?
A:      Customer reviews do not affect the grade of a company

Q:      Can a 3rd party post a comment regarding a customer review?
A:      No, only the customer and/or business may post a comment regarding a customer review 

Q:      How long will a customer review remain on my business review?
A:      Customer reviews will remain on business reviews for 36 months, the BBBs standard reporting period (the same timeframe that a complaint would remain)

Q:      Is there any type of time limit for when a customer review can be filed and when the marketplace interaction occurred?
A:      No

Q:      Are there any rules regarding paid for testimonials/reviews?
A:      If you are paying your customer/or offering a discount on services to a customer for their testimonial/review that information must be disclosed in the testimonial 

Q:      Why is the BBB offering customer reviews?
A:      This feedback is something customers have told us is important to them when they research companies, and many of you, our Accredited Businesses, have asked for this feature in order to showcase your customers’ positive experiences

Q:      Do you have any type of breakdown regarding what percentage of customer reviews are positive vs. neutral/negative?
A:      Of the BBBs who are already offering customer reviews, a substantial majority (80% of Accredited Business reviews) have been positive

Q:      Are all BBBs offering customer reviews?
A:      The BBB system is made up of over 100 BBBs.  Customer reviews have been tested in other markets  since 2004 (first BBB to offer customer reviews was BBB of Boston – some of the other BBBs currently offering include: Milwaukee, Cincinnati, Denver, Indianapolis, Jacksonville, Phoenix, Fort Worth, Spokane and several others)

Q:      What is the process for submitting a customer review?
A:     

  1. User submits a review
  2. User receives an email and must click to verify
  3. Business is notified (email or postcard)
  4. Business has 3 options:

Ignore - Respond - Not My Customer

  1.  If Ignored, after 10 days the review is posted (timeframe differs among BBBs, but this is our policy)
  2.  If a response is provided, the review is posted immediately
  3.  If Not My Customer, BBB alerts the user and asks for proof

 

Q:      What are the safeguards?
A:

  1. User must provide email and click to activate
  2. User must certify, by actively checking a box, that the review is truthful and accurate
  3. Businesses that can “prove” user isn’t truthful can have review suspended while BBB works dispute resolution
  4. If a complaint is filed simultaneously by a consumer with the same email address, the customer review is suspended. Consumers cannot submit both a complaint and customer review.
  5. IPs are tracked and monitored, and can be blacklisted if necessary

 

Q:      What are some ways I can get customer reviews?
A:      We have developed a tool kit that is available via your Accredited Business-only page that will help you solicit customer reviews.  The tool kit includes, a customer review seal you can include on your website, or logo to download and use in your print material, printable customer review labels, a postcard that you can download and either print and mail or send electronically to customers to solicit reviews, and lastly a customer review email signature.

 

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.