New Features Add Consumer Voice to BBB Business Reviews

August 12, 2014

Customer reviews, a feature of many online commerce websites, are being added to individual company Business Reviews developed by the Better Business Bureau and available at

“The BBB is a primary provider of information about good, ethical businesses,” explained Steve J. Bernas, president and CEO of the Better Business Bureau serving Chicago and Northern Illinois. “Including customer comments on our Business Review pages is a natural progression of what people now expect from an online service and ratings provider.”

“These “Customer Reviews” are an exciting additional feature of our overall Business Reviews for both consumers and businesses,” Bernas noted. “The BBB has a carefully developed system for determining the validity of these comments to help ensure they are real and factual. This will avoid many of the problems that plague other ratings organizations.”

Customers can make comments about their interactions with any of the more than 100,000 businesses in the BBB database covering Chicago and northern Illinois.  By clicking a button on the BBB website, consumers will be guided through a very simple process.

Prior to posting on the public Business Reviews, the BBB will review customer comments for privacy concerns and inappropriate language.  Our system also gives the business an opportunity to verify that the person making the comment was in fact a customer. Third parties cannot contribute to Customer Reviews. 

Bernas added, “We believe that validated Customer Reviews along with our existing curated letter-grade rating system provides consumers with the most powerful business evaluations available.”


The BBB is a non-profit, non-governmental organization.  It is supported by businesses to protect consumers against scams and other unethical business practices.  The group accomplishes this by educating both consumers and businesses, and by highlighting trustworthy businesses. By developing reports and ratings on businesses and charitable organizations, the BBB encourages people to use these as resources and referrals to utilize the free services before making a purchase or donation. The BBB helps resolve buyer/seller complaints through its alternative dispute resolution process. In 2013, the BBB provided more than 22,600,000 instances of service.  Over 80 percent of consumer complaints to the BBB were resolved. The Better Business Bureau serving Chicago and Northern Illinois is a member of the international BBB system that services the United States, Canada and Mexico.