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Better Business Bureau ®
Start With Trust®
Concord, NH
BBB NH 2013 Year End Service Statistics
January 23, 2014
While the economy slowly rebuilds to pre-recession activity, consumers are keeping a close eye on where to spend their money. Companies and consumers (both locally and globally) rely on BBB to provide valuable information on the performance of businesses and assistance with marketplace disputes. The following represents BBB New Hampshire’s 2013 year-end statistics.

2013 Service Requests:
  • 990,236 inquiries from consumers via bbbnh.org
  • 12,398 consumers called BBB’s 24-hour information line (603-224-1991)
Online Service Highlights:
  • 1.4 million page views on bbbnh.org
  • 753,410 searched for BBB Business Reviews on bbbnh.org
  • 285,096 BBB Accredited Business Reviews were searched for on bbbnh.org
  • 1,272 requested a quote for services from BBB Accredited Businesses via BBB’s Request-a-Quote program 
  • 3,9019 company URL’s were clicked from their BBB Business Review
Complaint Service Highlights:
  • 3,407 asked BBB for complaint assistance
  • BBB NH had a 77% complaint settlement rate in 2013
  • Of BBB New Hampshire’s 3,407 complaints, only 11% failed to receive a response back from businesses

Industries with Most Inquiries:
  1. Auto Dealers – Used Cars
  2. Auto Dealers – New Cars
  3. Collection Agencies
  4. Furniture Rent & Lease
  5. Health Clubs
  6. Auto Repair & Service
  7. General Merchandise-Retail
  8. Property Management
  9. Gas-Propane
  10. Manufacturers &Producers

Industries with Most Complaints:
  1. Auto Dealers – Used Cars
  2. Auto Dealers – New Cars
  3. Collection Agencies 
  4. Furniture Rent & Lease
  5. Health Clubs
  6. Auto Repair & Service
  7. General Merchandise – Retail
  8. Property Management
  9. Gas-Propane
  10. Manufacturers & Producers
Consumers search for businesses with good ratings:
  • 15,611 NH businesses have earned a BBB Rating of a B or Higher
  • 96 times BBB contacted businesses to ensure advertising was truthful
  • 33 investigations were conducted because of questionable business practices
Expanding “Better Business” in New Hampshire:
  • BBB of New Hampshire’s Accredited Business Member roster exceeded 2,500
  • 316 businesses made a commitment to BBB’s Standards for Trust earning BBB Accreditation
  • 17 businesses applied for BBB Accreditation, but were denied due to their inability to meet BBB’s Standards for Trust.
  • BBB’s Board of Directors revoked the accredited business status of 5 New Hampshire businesses that failed to honor BBB’s Standards for Trust.