BBB of MN/ND Releases Final Statistics for 2016

February 13, 2017

Better Business Bureau of Minnesota and North Dakota ® (BBB) has compiled lists of the Top Ten industries for consumer complaints and inquiries, according to their final statistics for 2016. These numbers are for complaints and inquiries from consumers in Minnesota and North Dakota regarding businesses which are headquartered in our region. The local BBB provided 4.6 million BBB Business Profiles to the public last year. 

BBB of Minnesota and North Dakota received just shy of 18,275 complaints in 2016, which is down significantly from the previous year. However, the local BBB also processed nearly 7,800 customer reviews, which likely accounts for some of the decrease in complaints. BBB began offering customer reviews in late 2014. Per BBB rules, consumers can’t file a complaint and a customer review regarding the same marketplace experience. Of those customer reviews, 60% were classified as positive. BBB’s complaint resolution rate remained steady at 90% in 2016.

“We’re watching our complaint numbers closely, but we do feel the decrease can be attributed, at least in part, to consumers being more discerning and researching businesses before making purchasing decisions,” said Susan Adams Loyd, President and CEO of the BBB of Minnesota and North Dakota.  

This year’s complaints by industry statistics were more diverse, with a wide variety of industries being represented. Restaurants cracked the Top Ten list for the first time this year, with industries which most directly affect people’s day-to-day lives – auto dealers, auto repair and construction – making up half of the Top Ten list for complaints. General contractors topped the list of industries with the most inquiries from the public in last year. Trade industries claimed five spots on this year’s BBB Top Ten inquiry list.

BBB’s statistics for 2016 are as follows:

Top Ten industries by volume of complaints

1.  Auto Dealers – New

2.  Newspapers

3.  Property Management

4.  Auto Dealers - Used

5   Construction & Remodeling Services

6.  Restaurants

7.  Auto Repair & Service

8.  Contractors – General

9.  Banks

10. Furniture – Retail

Top Ten industries by consumer inquiries:

1.  Contractors - General

2.  Construction & Remodeling Services

3.  Collection Agencies

4.  Mail Order & Catalog Shopping

5.  Roofing Contractors

6.  Auto Dealers – Used Cars

7.  Property Management

8.  Plumbers

9.  Pillows

10. Home Builders

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