o c ers di rec tors star t w ith t ru st · bet te r busines s bu reau ¨ star t w ith t ru st¨ in...
TRANSCRIPT
®
Better Business Bureau®
Start With Trust®
In Hawaii
2011 Annual ReportAloha,
Dwight Kealoha Susan L. IngChief Executive Officer ChairHawaii’s BBB BBB Board of Directors
Our VisionAn ethical marketplace wherebuyers and sellers can trusteach other.
Our MissionTo be the leader in advancingmarketplace trust.
Hawaii’s BBBAddress: 1132 Bishop St. #615
Honolulu, HI 96813
Website: hawaii.bbb.org
E-mail: [email protected]
Phone: 808-536-69561-877-222-6551Neighbor Islands(toll free)
Fax: 808-628-3970
Susan L. IngChair
Bank of Hawaii
Nancy Daniels, APR1st Vice Chair
Outrigger EnterprisesGroup
Thomas W. Dixon, Jr.2nd Vice Chair
First Hawaiian Bank
Philip SammerSecretaryIlima Hotel
Dwayne S. Takeno, CPATreasurer
PKF Pacific Hawaii LLP
Hoyt H. ZiaImmediate Past ChairHawaiian Airlines, Inc.
Vic AngocoMatson Navigation Company
Fred BaduaServco Pacific, Inc.
Cleo BrownING Direct, Hawaii
Dave ErdmanPacRim Marketing
Group, Inc.
Jason HallKaiser FoundationHealth Plan, Inc.
Craig HamamotoKTA Super Stores
John HowellEaster Seals Hawaii
Wayne KiriharaCentral Pacific Bank
Stan MasamitsuTony Group
Kathy InkinenInkinen & Associates, Inc.
Maki KurodaE Noa Corporation
Myles Murakami
Laurice OtsukaAmerican Savings Bank
Atlas Insurance Agency
Margie SasakiHMSA
Bobby SenahaHawaii Business Magazine
Ed ShinodaUnited Parcel Service
Rachel R. Shimamoto, CTCTravel Ways, Inc.
Garrett SullivanSullivan & Associates
Robert TanakaBob Tanaka, Inc. Realtors
Lance TerayamaIsland Movers, Inc.
Pamela TumpapMaui Chamber of Commerce
Sam YeeFinance Factors, Ltd.
Dwight KealohaChief Executive O!cer
HAWAII’S BBB BOARD OF DIRECTORS
O!cers Directors
BBB FOUNDATION BOARD OF DIRECTORS
Milton K. GotoChair
Chuck HillVice Chair
Kapolei Property Development
Lawrence ChewTreasurer
PKF Pacific Hawaii LLP
Ed Kajiyama Mike LooSopogy
Bob Makahilahila
Dave BurgeKamehameha Schools
HAWAII’S BBB STAFF
Stephanie TomBusines Solutions Technology
Mark Murakami, Esq.Carlsmith Ball LLP
Ralph NakatsukaTerritorial Savings
Bonnie HoribataVice President
Kehau AbeController
Timothy CaminosCommunications Director
Lisa NakaoOperations Director
Bruce AllieBleydis BorgeJoanne DubieAdam Espiritu
Michael McKenzieBrenda PomphreyVangie Pontious
Elizabeth RamosLorie Sides
Troy SonnenbergRussell Subiono
Cheryl YoroSandra Youkers
Over the past three years the BBB system has made significant changes that include branding, ratings, the business review and the accreditation process. While some may believe that there would be some respite especially from the stress that normally accompanies change, according to Steve Cox, President and CEO of the Council of Better Business Bureaus, the volume of change will continue to be large and the pace of change even faster. One focus of this change is maintaining relevance by being competitive. What this means is continuing to integrate those traditional practices that have resulted from 65 years of trusted service with ever-evolving technology. A key element for BBB is its pursuit of a 21st century marketing strategy that will make it a key online information services provider. Hawaii’s BBB is going through this transition as it maintains traditional services while launching social media and other mobile applications. While the BBB continues to reach its traditional audiences, it needs to be relevant to everyone. While some of us “grew up” with the BBB and well understand its value, there are audiences that do not and reaching them will require some non-traditional approaches while sharing a story that began almost 100 years ago. The extent to which we are relevant to consumers and donors, will crossover to businesses and charities. Our focus will continue to be on connecting consumers and donors with trustworthy businesses and charities. What this means for Hawaii’s BBB is increased presence online and extending BBB’s reach.
BBB Business Reviews
Hawaii’s BBB Financial Overview
Hawaii’s 2011 BBB Torch AwardsCelebrating Standards
The BBB Torch Awards program promotes trust in themarketplace and recognizes local businesses and publiccharities for their outstanding commitment to fair, honestand ethical marketplace practices. BBB Torch Awards areopen to all Hawaii businesses and 501(c)(3) public charities.
Most Asked About Businesses (FY10 rank)
Rank Type of Business Number of Inquiries
Revenues Expenses Net Income
2006 1420384.06 1346711.45 73672.61
2007 1504953.14 1457169.59 47783.55
2008 1516691.60 1399507.20 117184.38
2009 1379074.85 1395290.27 -16215.42
2010 1324898.90 1244600.00 80298.90
2011
BBB Accredited Businesses
Hawaii’s BBB on the World Wide Web™
The BBB system introduced a new format of reports, called the BBB Business Review at the end of fiscal year 2011.BBB Business Reviews allow more user interaction to make it easier for consumers to:
Get to the information they need,
Request A Quote, and
BBB Business Reviews deliver the same factual information verified by BBB much more concisely in a visually appealing way. Added features, such as business’s logo, photos, and videos will help BBB Accredited Businesses to strengthen their online presence by allowing them to share more about their business with potential customers through BBB, the trusted information source.
With 12,513 reviews on local businesses available, consumers turned to Hawaii’s BBB for pre-purchase research and retrieved 392,667 local business reviews—a 60% increase from the year before. In addition, consumers looked for Hawaii’s BBB Accredited Businesses by requesting Accredited Business list 101,210 times in FY11—a 23% increase from the previous year.
During FY11, Businesses and consumers turned to Hawaii’s BBB website 425,141 times; approximately 1168 times per day. This is over seven times the amount of tra!c we were receiving in 2008. The increase in tra!c to Hawaii.bbb.org is due in large part to our website’s search engine optimization.
During FY11, we expanded our social media campaign. This is a growing area of focus for many businesses and consumers alike so, Hawaii’s BBB has joined the ranks of
LinkedIn. With an increasing number of active followers from across Hawaii and around the world; we are able to provide a frequent and consistent flow of consumer alerts and other marketplace related information.
The bottom line is we were out there! This increased visibility for the BBB can be seen in our monthly activity report published to hawaii.bbb.org. We are particularly
Hawaii’s BBB sta" works with consumers and businesses to help them amicably resolve local marketplace disputes. In FY11, 2,226 formal complaints were filed with Hawaii’s BBB to resolve over $6.7 million dollars in disputes – a 12% increase from the year before. Through Hawaii’s BBB assistance, 72% of complaints filed were resolved.
In addition, 629 instances of consumer concerns about local businesses were submitted without request for assistance from BBB for resolution. These types of concerns help Hawaii’s BBB to monitor local marketplace activities, and are shared with the referenced business in each case for their benefits as well.
In FY11, Hawaii’s BBB welcomed 460 new BBB Accredited Businesses and retained 88% of established BBB Accredited Businesses a three percent increase from the previous year. BBBOnLine extends consumer trust and confidence from traditional to online business activities. In FY11, the number of local BBBOnLine participants increased by 121%.
Hawaii Big Island
Outside of HI
Maui, Molokai, & Lanai
Kauai
Oahu
0%
12%
5%
71%12%
CountyOahuKauaiMaui, Molokai, & LanaiOutside of HIHawaii Big Island
Total1987
128344
5322
BBB Accredited
Hawaii’s 2011 BBB Torch Award presenters and recipients gather at the awards luncheon. Left to right: Dwight Kealoha, Hawaii’s BBB; ED and Cynthia Justus, Talk Story Bookstore; Bud Johnstone, KHON2 Action Line News; Judy Lenthall, Kauai Independent Food Bank; Johnny Hobayan, Aloha Air Cargo; Thomas Lee, Audio Visual Company; Susan Ing, Bank of Hawaii.
BBB accreditation is not required, however those nominated must be in good standing with Hawaii’s BBB.
On April 28, 2011 Hawaii’s BBB Torch Awards Luncheon
their operations and public charities with policies included
Accountability.
Hawaii’s 2011 BBB Torch Award recipients:
Hawaii’s BBB Torch Awards also honors individuals who have significantly advanced marketplace trust through demonstrated commitment to consumer advocacy, protection or education.
In 2011, the BBB Ka Mea O K#ko’o Award was presented to
providing information and education which helped their viewers become smarter consumers.
0
500000
1000000
1500000
2006 2007 2008 2009 2010 2011
1484955.45 1411388.37 73567.08
Dispute Resolution
Hawaii’s BBB In The NewsThrough the local media, Hawaii’sBBB alerts the community aboutmarketplace scams, providestimely and seasonal tips, andpromotes BBB events. In FY11,Hawaii’s BBB issued 47 newsreleases, and was included in 398news items in local broadcast andprint media, and syndicated online.
Fiscal Year MonthlyAverage
FY09FY10FY11
106254398
102133
0
100
200
300
400
FY09106
FY10254
FY11398
The BBB vision is to create an ethical marketplace where buyers and sellers can trust each other.
The BBB mission is to be the leader in advancing marketplace trust.
(previous year’s rank in parentheses)Top Complaint Issues
1. (1)
2. (2)
3. (3)
4. (4)
5. (5)
6. (6)
7. (7)
8. (8)
9. (9)
10. (10)
453
415
384
346
294
243
190
178
151
149
Refund or Exchange
Repair
Delivery
Top Complaints (previous year’s rank in parentheses)
Rank Type of Business omplaints Resolved
1. (1)
2. (3)
2. (2)
3. (8)
4. (5)
5. (8)
6. (7)
7. (–)
8. (6)
9. (6)
10. (7)
Airlines
Toys –$Retail
Restaurants
Hotels
Banks
129
88
88
73
55
53
50
47
44
40
33
90%
92%
100%
80%
53%
91%
30%
89%
100%
67%
89%
1. (1)
2. (10)
3. (5)
4. (3)
5. (6)
6. (4)
7. (8)
8. (2)
9. (7)
10. (25)
12,916
11,788
11,661
8,626
8,287
8,129
7,877
7,549
7,016
6,483
Travel Agencies & Bureaus
Electricians