BBB Ratings Changes

March 25, 2015

As an Accredited Business, you know that your BBB Business Review is vital to helping consumers find your company. The BBB seal, your rating, and other information in the Business Review show the world your commitment to marketplace trust. 

We periodically review and retool our system to reflect ongoing BBB experience, to make the Business Reviews more useful to consumers, and therefore make them more helpful to businesses. Recent surveys consistently show that consumers want more information in BBB Business Reviews. In response to this demand, BBB has added complaint detail (with personal information removed) and customer reviews.

We've recently made a few changes to the rating algorithm, effective January 21. It's unlikely you will see a change in your company's rating, but we want you to know about it. This update to the ratings sytem reflects continued learning from BBB experience and input from consumers and businesses.

BBB's letter grade rating represents BBB's degree of confidence that the business is operating in a trustworthy manner or will make a good faith effort to address customer concerns filed with BBB. Some of the recent changes include:

  • Resolved complaints will now "age" so that older complaints carry less negative impact than newer ones; this rewards companies that fix problems (unresolved complaints do not age and will continue to incur significant penalties).
  • A pattern of complaints carries an even greater penalty than in the past; this will have more of a negative impact on companies that don't clean up problems. 
  • Full credit for "Time in Business" has been reduced from 15 to 4 years to reflect today's fast-paced business environment.
  • The size of the business is now determined by total reenue; this will help ensure that businesses are inthe right category and rating accordingly. 

There are a few other changes, none of which are likely to affect Accredited Businesses. However, here is one you will want ot know about: any company claiming to be accredited when they are not will automatically have an F rating. If you see one of these, let us know right away.

As always, thank you for your support of BBB and for our shared commitment to trust in the marketplace!