President’s report

This annual report is a review of Better Business Bureau (BBB) programs and services for the year

ending December 31, 2014.

BBB serves 48 counties of Upstate New York from our headquarters at 100 Bryant Woods South,

Amherst, NY 14228.

Increased digital marketing and social media presence, including adding additional social

media platforms and securing a Google AdWords grant

Redesigned and updated critical Accredited Business communications, including monthly

newsletter and increased outreach

Closed over 18,000 complaints and 212 investigations, including the shut down of the Hero

House raffle event

Media outreach increased across Upstate New York

Most successful Secure Your ID Day ever!

Awarded a record-number of scholarships through the Edward A. Schmidt Student of Integrity

Program

We are in the process of developing a strategic operating plan to help guide us for the years to

come. I am proud of the staff for the great work they do to uphold BBB’s mission of advancing

marketplace trust by fostering honest and responsible relationships between businesses and

consumers.

2014 highlights:

John Wynne, Chair

Steven Abramson

Phil Arno

Jason Botticelli

David Carr

Joe Carubba

James Dunn

Marilynn Fleckenstein

Cindy Algase Gradl

C. Douglas Hartmayer

Carol Horton

Richard Kaplan

Mary Ann Lauricella

Patricia McGrath

Brian Peek

Joseph Petrozzi

Joseph Pinkans

Christopher Randall

Norbert Rappl

Paul Stasiak

Philip Toohey

Richard Wall

Eugene Welch

Robert Zabel

Sharon Prise Azurin, of counsel

Board of Directors

Service area

Our year at a glance

Snapshot 2014

TOP 10 COMPLAINTS FILED 2014 TOP 10 INQUIRIES MADE 2014

Industry 2014 2013 Change

Collection agencies 226,198 206,274 10%

Contractors/Home

Improvement

155,405 86,680 80%

Internet/Web Hosting 72,344 11,668 500%

Roofing Contractors 60,565 51,537 18%

Auto Dealers-Used Cars 43,596 39,605 10%

Auto Repair/Service 43,114 40,565 6%

Auto Dealers-New Cars 35,319 31,604 12%

Paving Contractors 34,455 27,716 24%

Plumbing Contractors 29,736 25,184 18%

Landscapers 28,104 23,455 20%

Industry 2014 2013 Change

Collection Agencies 2,813 3,310 15%

Telephone Companies 885 976 -10%

Auto Repair/Service 772 298 159%

Auto Dealers-New Cars 563 492 14%

Contractors/Home

Improvement 485 397 22%

Yellow Page Advertising

(directories and guides) 473 343 38%

Television-Cable, CATV and

Satellite 401 451 -11%

Auto Dealers-Used Cars 372 432 14%

Furniture-Retail 298 299 .33%

Banks 290 301 4%

Business relations

report

New Accredited Businesses: 1,175

Revenue: $523,387

Retention Overall: 80.1%

1st Year Renewal: 51%

Accredited Businesses: 5,935

Top Representatives

Debbie Bender:

215 Sales

Mary Griffin:

207 Sales

Accredited Business

team report

In 2014, marketing efforts and the Accredited Business team focused in on creating a better

experience for Accredited Businesses.

Through the creation of a dedicated communications plan, BBB increased engagement with first year accredited businesses and implemented monthly news

letters.

Traditional mail communicating BBB benefits saw response rate increase to 9%,

which is just over nine times the industry standard.

Between June and December 2014, email newsletter open rates rose from 19% to

30%.

Public relations and

marketing report

Better Business Bureau of Upstate New York public relations and marketing department works throughout the year to communicate

with Accredited Businesses, the public and media in nine media markets across 48 counties. BBB of Upstate New York is committed to

providing topical news release information on scams and advice to media professionals.

Media mentions: 2,857

Media markets served:

Albany • Binghamton • Buffalo

Elmira • Plattsburgh • Rochester

Syracuse • Utica • Watertown

News Releases:

66

Social media report

Likes 1/1/2014: 469

Likes 1/1/2015: 1,519

Our email signature makeover:

In 2014, BBB’s Facebook account fans more than doubled. We

invested in an intense, month long training to improve our tactics

and messages to increase reach on Facebook.

In October of 2014, we expanded our social media reach on

Twitter. Our Twitter reach has grown significantly month by

month.

We continue to engage in best practices and continuing

education when it comes to our social media accounts.

Why? Because 97% of marketers use social media, Facebook has

2 BILLION users monthly worldwide, and 80% of the world’s

population is on social media!

Followers 1/1/2015: 86

(Since Oct. 6, 2014)

BBB distinguishes companies that work hard to develop strong and ethical management practices, community

relations and goodwill. The Torch Award is the highest recognition given to area businesses by BBB.

This year’s winners are Genesee Valley Motors of Avon and Isaac Heating & Air Conditioning of Rochester.

2014

Torch Award Winners

Better Business Bureau serving Upstate New York recognized eight high school seniors with the 2014 Edward A. Schmidt Student of

Integrity Awards. The college bound students were selected statewide to receive $21,000 in scholarship funds from over 700 high

schools. One of the students selected for nomination was required to have an active member of the military in his/her immediate

family.

2014

Scholarship Winners

Community activities

Secure Your ID Day 2014

BBB of Upstate New York partnered with Shred-It, Tops Friendly Markets and the U.S. Postal Inspector for the annual Secure Your

ID day events in Buffalo, Rochester and Syracuse. The event was so popular in Rochester, a second day had to be added! We

collected over 30,000 lbs. of paper to be destroyed and handed out important identity protection and record retention information.

Community activities

Better Business Bureau of Upstate New York received funding in the amount of $13,850 from FINRA to present “Trick$ of the

Trade: Outsmarting Investment Fraud” to 1,575 people, including 575 veterans.

In addition, BBB worked with the Veterans One Stop Center in Buffalo, a BBB accredited charity, to place 27 veterans

in employment with companies such as Delta Sonic, Lowe’s, Home Depot, Carpet Care Services, Fed Ex, Ingram Micro and

Delaware North.

Appendix

Appendix