hawaii•s bbb board of directors better business bureau ocers
TRANSCRIPT
®
Better Business Bureau®
Start With Trust®
In Hawaii
BBB Annual Report
Dwight Kealoha Nancy DanielsChief Executive Officer ChairHawaii’s BBB BBB Board of Directors
Our VisionAn ethical marketplace wherebuyers and sellers can trusteach other.
Our MissionTo be the leader in advancingmarketplace trust.
Hawaii’s BBBAddress: 1132 Bishop St. #615
Honolulu, HI 96813
Website: hawaii.bbb.org
E-mail: [email protected]
Phone: 808-536-69561-877-222-6551Neighbor Islands(toll free)
Fax: 808-628-3970
Nancy DanielsChair
Outrigger Enterprises Group
Thomas W. Dixon, Jr.1st Vice Chair
First Hawaiian Bank
Myles Murakami2nd Vice Chair
Atlas Insurance Agency
Rachel R. Shimamoto, CTCSecretary
Travel Ways, Inc.
Dwayne S. Takeno, CPATreasurer
PKF Pacific Hawaii LLP
Susan L. IngImmediate Past Chair
Bank of Hawaii
Michael HanThe Wedding Ring Shop
Fred BaduaServco Pacific, Inc.
Cleo BrownING Direct, Hawaii
Dave ErdmanPacRim Marketing
Group, Inc.
Jason HallKaiser FoundationHealth Plan, Inc.
Craig HamamotoKTA Super Stores
Easter SealsJohn Howell
Wayne KiriharaCentral Pacific Bank
Stan MasamitsuTony Group
Dawn Morais WebsterLoomis-ISC
Terry O’ReilleyAmerican Savings Bank
Kathy InkinenInkinen & Associates, Inc.
Margie SasakiHMSA
Bobby SenahaHawaii Business Magazine
Vic AngocoMatson Navigation Company
Ed ShinodaUnited Parcel Service
Scott WilliamsLex Brodies Tire Company
Garrett SullivanSullivan & Associates
Robert TanakaBob Tanaka, Inc. Realtors
Pamela TumpapMaui Chamber of Commerce
Sam YeeFinance Factors, Ltd.
Jim DavisHawaiian Airlines
Dwight KealohaChief Executive O!cer
HAWAII’S BBB BOARD OF DIRECTORS
O!cers Directors
HAWAII’S BBB STAFF
Kehau AbeController
Lisa NakaoDirector of Operations
Timothy CaminosDirector of Communications
Sherrie HillDirector of Recruitment & Retention
Nick Baca
Alesia Borja
Adam Espiritu
Margaret Hart
Mick Mckenzie
Jennifer Moretti
Elizabeth Ramos
Ronalyn Reyes
Lorie Sides
Troy Sonnenberg
Russell Subiono
Sandra Youkers
Start With Trust
Trust is a foundation for business and a key strategy. Earn a consumer’s trust and they are more likely not only to do business with you again but also refer you to others. But how do consumers know they can trust a business? The answer is quite simple—by knowing that every interaction is a moment of trust a"ording the business the opportunity to demonstrate consistent, honest behavior, to be responsible for results and actions and to be accountable.
At the BBB we see our value in our ability to deliver consumers to trustworthy businesses. Critical to this ability is BBB accreditation, which means “to designate o!cially as meeting all formal standards.” Eight standards summarize the important elements of creating and maintaining trust in business; that is, Accredited Businesses have agreed to build trust, advertise honestly, tell the truth, be transparent, honor promises, be responsive, safeguard privacy and embody integrity. According to research 84% of consumers believe that if BBB grants accreditation, it means that the company has met the high standards for trustworthiness.
Accreditation is even more meaningful given that the BBB is a neutral, nonprofit 501 (C) (6) organization. Over its 100 years, the BBB has developed a brand equity that centers on and is widely known for “trust.” It provides a meaningful halo e"ect for businesses aligned with the BBB.
Accreditation is an honor and has been earned by more than 2,600 businesses throughout Hawaii. They have contractually agreed to abide by BBB standards and are monitored for continual adherence. It raises the level of confidence consumers have in a business. So when you do business with a BBB Accredited Business, you know what you’re going to get.
Start WIth the BBB
A Warm Mahalo to our retiring board members. Hawaii’s BBB would like to thank Fred Badua, Jim Davis and John Howell for their time served and the
countless hours spent helping us be the leader in advancing marketplace trust.
BBB Accredited Businesses Hawaii’s 2012 BBB Torch Awards
BBB — Being Everywhere That Counts
Celebrating StandardsThe BBB Torch Awards program promotes trust in themarketplace and recognizes local businesses and publiccharities for their outstanding commitment to fair, honestand ethical marketplace practices. BBB Torch Awards areopen to all Hawaii businesses and 501(c)(3) public charities.
BBB to Begin Publishing Complaint Detail
Recent years have witnessed the rise of new media channels such as Facebook, YouTube, Google, and Twitter, which enable both businesses and consumers to take a more active role as market players and reach (and be reached by) almost everyone anywhere and anytime. BBB has taken advantage of this opportunity for growth through new adaptive strategies.
During FY12 businesses and consumers turned to Hawaii’s BBB website 587,387 times; approximately 1609 timers per day. This is a 37% increase over FY11. The increase in tra!c is due in large part to our external communication e"orts. Along with the Tweeting, Facebooking and Connecting on LinkedIn we have enhanced our You Tube page and plan on featuring original content on a variety of consumer and business related topics such how to file a complaint and How to become Accredited with Hawaii’s BBB.
Hawaii’s BBB has also reached out and connected with local media outlets to let the community know about marketplace scams, providing timely and season tips and promoting BBB events.
Last year Hawaii’s BBB was included in 472 local broadcasts, print media and syndicated online articles. The increased local visibility enables us to provide a frequent and consistent flow of marketplace information for those seeking it.
BBB will be 100 years old this October. In order to ensure that the trust value of our brand continues strong, BBB system started to annually re-evaluate all BBB Accredited Businesses as they come up for renewal. This ensures their continued compliance with the BBB standards. During the re-evaluation process, all BBB Accredited Businesses’ licensing status, advertising, government action and a!liation with other businesses are checked as well as reasoning for any rating changes for the local BBB Accredited Businesses and its headquarters in another state if applicable.
There were a few changes made to the 2012 Torch Awards. Hawaii’s BBB brought in a diverse group of speakers to talk about social media and how it impacts business. We also brought in a marketplace full of trustworthy local businesses to show o! their services and goods! Sponsors and speakers celebrate a successful event. Left to right: Matt Delany, Hawaii Human Resources; Olena Heu, KHON2; Emi Hart, YELP; Douglas Wood, Reed Smith; Elmer Guzman, Poke Stop; Scott Williams, Lex Brodies Tire Company. Other sponsors not in photo include Servco Foundation and ING Direct.
On May 2, 2012 Hawaii’s BBB Torch Awards Luncheon celebrated businesses applying BBB Standards For Trust in their operations and public charities with policies included in BBB Wise Giving Alliance Standards for Charity Accountability.
Hawaii’s 2012 BBB Torch Award recipients:
Hawaii’s BBB Torch Awards also honors individuals who have significantly advanced marketplace trust through demonstrated commitment to consumer advocacy, protection or education.
In 2012, the BBB Ka Mea O Kāko’o Award was presented to Jackie Choy and Theresa Kong-Kee of the Department of Commerce and Consumer A"airs. They were recognized for providing information and education to consumers on a multitude of topics such as financial literacy, information protection and consumer rights.
BBB accreditation is not required, however those nominated must be in good standing with Hawaii’s BBB.
BBB Business Evaluation
Top Complaints (previous year’s rank in parentheses)
Rank Type of Business Complaints Resolved
1. (3)
2. (1)
3. (2)
4. (2)
5. (–)
6. (7)
6. (–)
7. (4)
8. (5)
9. (–)
10. (8)
Toys – Retail
Auto Dealers – New Cars
Travel Clubs
Airlines
Auto Renting & Leasing
Auto Dealers – Used Cars
Resorts
Restaurants
Hotels
Jewelers – Retail
Banks
91
80
73
56
47
37
37
36
31
29
27
69.23%
100%
72.60%
100%
95.74%
94.59%
100%
66.67%
70.97%
82.76%
100%
Most Asked About BusinessesRank Type of Business Reviews Supplied
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
General Contractors
Roofing Contractors
Electricians
Travel Agencies & Bureau
Travel Clubs
Construction & Remodeling Services
Wedding Consultants
18,927
15,153
13,134
12,915
11,226
10,505
10,060
9,521
9,231
8,869
BBB Business ReviewsWith over 42,000 BBB Business or Charity Reviews available, Hawaii’s BBB helped consumers connect with trustworthy businesses and charities by supplying 604,401 reviews and 161,632 Accredited Business Lists. This is a 54% and 60% increase respectively from FY11. The chart below shows that people are doing a lot more research before making purchasing decisions.
In FY2012, Hawaii’s BBB welcomed 414 new BBB Accredited Businesses and retained 87% of established businesses.
In addition to the BBB Accredited Business lists available at our website, Hawaii’s BBB made it easier for consumers to find trustworthy businesses in Google search results with BBB’s Search Engine Solution (SES) program. Eleven participating industries were viewed 90,000 times more this past year compared to FY11.
During the upcoming year Hawaii’s BBB will join a growing list of BBBs throughout the country that o"er complaint
classified into twelve categories and only the type of each complaint was reported, along with basic information on how that complaint was closed. Soon, the actual text from consumer complaints will be included, as well as the initial business response, and any subsequent business/consumer correspondence in reportable complaints.
The BBB is making this change in response to feedback solicited from consumers over the last year. Research showed consumers were looking for more detailed information on the types of complaints companies receive and how those complaints were ultimately resolved. This change also gives companies more of a voice in the complaint process, allowing consumers to directly observe their response to customer issues.
By including this information in Business Reviews, we believe we will further encourage both consumers and businesses to put their best foot forward and continue to work in tandem to resolve disputes amicably.
While the number of service requests for complaint assistance remained steady over the years, we learned through survey that people valued complaint information most and wanted more details of them in BBB Business Reviews.
BBB Accredited Business by County
BBB Survey Result“What Information Do Consumers Find Most Valuable?”
Hawaii’s BBB Financial Overview
Revenues Expenses Net Income
2007 1504953.14 1457169.59 47783.55
2008 1516691.60 1399507.20 117184.38
2009 1379074.85 1395290.27 -16215.42
2010 1324898.90 1244600.00 80298.90
2011 1298763.00 1262459.00 36304.00
2012 1305592.85 1300173.78 5419.07
0
125
250
375
500
FY09 FY10 FY11 FY12
472398
254
106
CountyOahuKauaiMaui, Molokai, & LanaiHawaii Big IslandOutside of HI
Total1915
121325302
5
Complaint InformationLetter RatingAccreditationContact InformationLicensingGovernment Action
RevenueExpensesNet Income