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This annual report is a review of Better Business Bureau (BBB) of Upstate New York
programs and services for the year ending December 31, 2015.
BBB serves 48 counties of Upstate New York from our headquarters at 100 Bryant Woods
South, Amherst, NY 14228.
President’s Report
2015 highlights:
Completed a strategic operating plan to guide us into 2016 and beyond
Produced and distributed BBB A to Z to showcase all BBB programs and
services to Accredited Businesses
Hosted our first data/cybersecurity event with the FBI, Secret Service
and U.S. Attorney’s office for our Accredited Businesses; participated in
other community safety events
Increased visibility across Upstate NY, including a focus on social media,
web impressions and development of a blog to reach more people
Held our most successful Secure Your ID Day events in Buffalo,
Rochester and Syracuse; serving a record number of vehicles
Began to develop deeper partnerships with chambers of commerce,
small business organizations and other groups
Based on substantial study and operational discussions, 12 month
payment plans for new Accredited Businesses started in January 2016.
We expect both sales and retention to increase under this new option.
Carol Horton
Richard Kaplan
Mary Ann Lauricella
Patricia McGrath
Brian Peek
Joseph Petrozzi
Joseph Pinkans
Norbert Rappl
Paul Stasiak
Eugene Welch
John Wynne
Robert Zabel
Board of Directors
Richard Wall, Ph.D., Chair
Sharon Prise Azurin, Counsel
Steven Abramson
Phil Arno
Jason Botticelli
David Carr
Joe Carubba
Warren Clark (BBB president and CEO)
James Dunn
Marilynn Fleckenstein
Cindy Algase Gradl
C. Douglas Hartmayer
Snapshot 2015
TOP 10 COMPLAINTS FILED 2015 TOP 10 INQUIRIES MADE 2015
Industry 2015 2014 Change
Collection Agencies 233,329 226,198 3%
Contractors 112,113 155,405 -28%
Roofing Contractors 74,539 60,565 23%
Auto Dealers-Used Cars 46,052 43,596 6%
Auto Repair/Service 45,609 43,114 6%
Paving Contractors 39,026 34,455 13%
Dentist 35,848 39,711 -10%
Auto Dealers-New Cars 34,401 35,319 -3%
Plumbing Contractors 34,189 29,736 15%
Telephone
Communications 31,825 14,002 127%
Industry 2015 2014 Change
Collection Agencies 2,371 2,813 -16%
Telephone Companies 1,223 885 38%
Auto Dealers-New Cars 670 563 19%
Auto Repair/Service 550 772 -29%
Auto Dealers-Used Cars 414 372 11%
Television-Cable, CATV &
Satellite 355 401 -11%
Furniture-Retail 337 298 13%
Online Retail 336 12 2,700%
Yellow Page Advertising 304 473 -36%
Contractors 265 485 45%
Business Relations Report
New Accredited Businesses: 1,171
Revenue: $537,272
Retention Overall: 80%
1st Year Renewal: 54%
Accredited Businesses: 5,941
2015 Top Performers
Debbie Bender
226 newly accredited businesses
Mary Griffin
200 newly accredited businesses
Marketing & Communications
Report
In 2015, the focus of the marketing and communications team turned toward content and digital marketing to enhance traditional
marketing and public relations efforts.
We added a social media dashboard called Sprout Social to enhance our social media targeting and to deliver more robust analytics
Utilized Constant Contact to reach more ABs with the content they want to see
Produced a new AB communications kit, including BBB A to Z for all new and existing Accredited Businesses
Worked with U.S. Secret Service, U.S. Attorney’s office and FBI on a data/cybersecurity event for businesses
Promoted BBB’s Scam Tracker tool to journalists and consumers as a source for valuable information
Increased visibility for BBB by participating in college fairs, National Night Out, military-focused and business events
Assisted the Secret Service and U.S. Attorney’s office in spreading the word about a gift card scam
BBB in the Community
Secure Your ID Day 2015
BBB of Upstate New York partnered with Shred-It, Tops Friendly Markets, the U.S. Postal Inspector and AT&T (new partner) for the
annual Secure Your ID day events in Buffalo, Rochester and Syracuse.