BBB Launches New Rating System
The BBB system launched a major enhancement to how we report on businesses. The objective is to build marketplace trust and drive customers to Accredited Businesses and those companies that demonstrate solid marketplace performance. This new rating system uses an algorithm of weighted factors and letter grades “A” through “F” will be assigned automatically. This replaces the previous less defined “satisfactory” or “unsatisfactory” BBB report language.
What will my rating be based on?
The rating system is based on a computer-generated algorithm that takes into account 16 factors including: size of the company, length of time in business, number and nature of complaints and responses, advertising competency licensing, and government action.
Why did the BBB change its rating system to letter grades?
Research including surveys and focus groups of both businesses and consumers strongly indicated that people wanted BBB reliability reports to contain more substance, more detail, and more data. Software design and testing, as well as decisions about report elements and weighting, has been more than three years in development and tested in five BBB service areas.
When will ratings start being used?
As of January 20, 2009, you can access your rating at www.necal.bbb.org.
How often will you be reviewing my report and rating?
As always, our database is continuously updated through routine BBB operations. The reporting period for BBB reports will continue to be a rolling three-year window. Accreditation status, complaint activity, licensing status changes, governmental action, etc. will be reflected.
How can I raise my rating?
Some factors can be affected by your business practices: how many complaints reach the BBB, how you respond, and whether your advertising is consistent with BBB Standards. This is different for other factors. For example, certain types of industries and the length of time in business have been weighted by national policy.
Can I advertise my rating on my web site and in other advertising?
Not specifically. As always, you are encouraged to advertise that you are a BBB Accredited Business. Use your BBB logo freely and always encourage people to check the BBB’s unbiased data before they sign a contract, buy, or donate. But the components of your report—including the letter grade— are intended for those who click or check with the BBB as they are subject to constant updating and change.
Can my competitors refer to my rating in their ads? Absolutely not. Again, language from BBB reports, including new ratings, have never been allowed for sales or promotional purposes.