president’s report · social media report likes 1/1/2014: 469 likes 1/1/2015: 1,519 our email...
TRANSCRIPT
President’s report
This annual report is a review of Better Business Bureau (BBB) programs and services for the year
ending December 31, 2014.
BBB serves 48 counties of Upstate New York from our headquarters at 100 Bryant Woods South,
Amherst, NY 14228.
Increased digital marketing and social media presence, including adding additional social
media platforms and securing a Google AdWords grant
Redesigned and updated critical Accredited Business communications, including monthly
newsletter and increased outreach
Closed over 18,000 complaints and 212 investigations, including the shut down of the Hero
House raffle event
Media outreach increased across Upstate New York
Most successful Secure Your ID Day ever!
Awarded a record-number of scholarships through the Edward A. Schmidt Student of Integrity
Program
We are in the process of developing a strategic operating plan to help guide us for the years to
come. I am proud of the staff for the great work they do to uphold BBB’s mission of advancing
marketplace trust by fostering honest and responsible relationships between businesses and
consumers.
2014 highlights:
John Wynne, Chair
Steven Abramson
Phil Arno
Jason Botticelli
David Carr
Joe Carubba
James Dunn
Marilynn Fleckenstein
Cindy Algase Gradl
C. Douglas Hartmayer
Carol Horton
Richard Kaplan
Mary Ann Lauricella
Patricia McGrath
Brian Peek
Joseph Petrozzi
Joseph Pinkans
Christopher Randall
Norbert Rappl
Paul Stasiak
Philip Toohey
Richard Wall
Eugene Welch
Robert Zabel
Sharon Prise Azurin, of counsel
Board of Directors
Service area
Our year at a glance
Snapshot 2014
TOP 10 COMPLAINTS FILED 2014 TOP 10 INQUIRIES MADE 2014
Industry 2014 2013 Change
Collection agencies 226,198 206,274 10%
Contractors/Home
Improvement
155,405 86,680 80%
Internet/Web Hosting 72,344 11,668 500%
Roofing Contractors 60,565 51,537 18%
Auto Dealers-Used Cars 43,596 39,605 10%
Auto Repair/Service 43,114 40,565 6%
Auto Dealers-New Cars 35,319 31,604 12%
Paving Contractors 34,455 27,716 24%
Plumbing Contractors 29,736 25,184 18%
Landscapers 28,104 23,455 20%
Industry 2014 2013 Change
Collection Agencies 2,813 3,310 15%
Telephone Companies 885 976 -10%
Auto Repair/Service 772 298 159%
Auto Dealers-New Cars 563 492 14%
Contractors/Home
Improvement 485 397 22%
Yellow Page Advertising
(directories and guides) 473 343 38%
Television-Cable, CATV and
Satellite 401 451 -11%
Auto Dealers-Used Cars 372 432 14%
Furniture-Retail 298 299 .33%
Banks 290 301 4%
Business relations
report
New Accredited Businesses: 1,175
Revenue: $523,387
Retention Overall: 80.1%
1st Year Renewal: 51%
Accredited Businesses: 5,935
Top Representatives
Debbie Bender:
215 Sales
Mary Griffin:
207 Sales
Accredited Business
team report
In 2014, marketing efforts and the Accredited Business team focused in on creating a better
experience for Accredited Businesses.
Through the creation of a dedicated communications plan, BBB increased engagement with first year accredited businesses and implemented monthly news
letters.
Traditional mail communicating BBB benefits saw response rate increase to 9%,
which is just over nine times the industry standard.
Between June and December 2014, email newsletter open rates rose from 19% to
30%.
Public relations and
marketing report
Better Business Bureau of Upstate New York public relations and marketing department works throughout the year to communicate
with Accredited Businesses, the public and media in nine media markets across 48 counties. BBB of Upstate New York is committed to
providing topical news release information on scams and advice to media professionals.
Media mentions: 2,857
Media markets served:
Albany • Binghamton • Buffalo
Elmira • Plattsburgh • Rochester
Syracuse • Utica • Watertown
News Releases:
66
Social media report
Likes 1/1/2014: 469
Likes 1/1/2015: 1,519
Our email signature makeover:
In 2014, BBB’s Facebook account fans more than doubled. We
invested in an intense, month long training to improve our tactics
and messages to increase reach on Facebook.
In October of 2014, we expanded our social media reach on
Twitter. Our Twitter reach has grown significantly month by
month.
We continue to engage in best practices and continuing
education when it comes to our social media accounts.
Why? Because 97% of marketers use social media, Facebook has
2 BILLION users monthly worldwide, and 80% of the world’s
population is on social media!
Followers 1/1/2015: 86
(Since Oct. 6, 2014)
BBB distinguishes companies that work hard to develop strong and ethical management practices, community
relations and goodwill. The Torch Award is the highest recognition given to area businesses by BBB.
This year’s winners are Genesee Valley Motors of Avon and Isaac Heating & Air Conditioning of Rochester.
2014
Torch Award Winners
Better Business Bureau serving Upstate New York recognized eight high school seniors with the 2014 Edward A. Schmidt Student of
Integrity Awards. The college bound students were selected statewide to receive $21,000 in scholarship funds from over 700 high
schools. One of the students selected for nomination was required to have an active member of the military in his/her immediate
family.
2014
Scholarship Winners
Community activities
Secure Your ID Day 2014
BBB of Upstate New York partnered with Shred-It, Tops Friendly Markets and the U.S. Postal Inspector for the annual Secure Your
ID day events in Buffalo, Rochester and Syracuse. The event was so popular in Rochester, a second day had to be added! We
collected over 30,000 lbs. of paper to be destroyed and handed out important identity protection and record retention information.
Community activities
Better Business Bureau of Upstate New York received funding in the amount of $13,850 from FINRA to present “Trick$ of the
Trade: Outsmarting Investment Fraud” to 1,575 people, including 575 veterans.
In addition, BBB worked with the Veterans One Stop Center in Buffalo, a BBB accredited charity, to place 27 veterans
in employment with companies such as Delta Sonic, Lowe’s, Home Depot, Carpet Care Services, Fed Ex, Ingram Micro and
Delaware North.
Appendix
Appendix