BBB Of Minnesota And North Dakota Releases Final Complaint And Inquiry Statistics For 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 2017. These numbers are for complaints and inquiries from consumers in Minnesota and North Dakota regarding businesses headquartered in our region. The local BBB provided more than 4.12 million free BBB Business Profiles to the public last year.

BBB of Minnesota and North Dakota processed just shy of 16,650 complaints in 2017, which is down from the previous year. However, the local BBB also processed nearly 10,600 customer reviews, a significant increase from 2016. Per BBB rules, consumers cannot file a complaint and a customer review regarding the same marketplace experience. Of those customer reviews filed in 2017, 68% were classified as positive.

“We are watching fluctuations in our complaint levels and the number of customer reviews we receive with great interest,” said Susan Adams Loyd, President and CEO of the BBB of Minnesota and North Dakota. “It’s clear that the option of filing customer reviews, first introduced by BBB in 2014, has had a fairly dramatic effect.”

A broad variety of industries were represented in this year’s top complaints by industry list. The construction industry appears three times on this list, as does the automobile industry.

BBB’s final complaint statistics for 2017 are as follows:

Top Ten industries by volume of complaints

  1. Auto Dealers – New
  2. Newspapers
  3. Auto Dealers – Used
  4. Property Management
  5. Construction & Remodeling Services
  6. Banks
  7. Contractors – General
  8. Restaurants
  9. Auto Repair and Service
  10. Roofing Contractors

“If people are seeking a resolution to a marketplace dispute, we urge them to file a complaint,” added Adams Loyd. “If they’re simply seeking to share their experience with others, then a customer review is more appropriate.”

Inquiries are counted as the number of times BBB Business Profiles for a given industry were accessed – online – or requested by the public via BBB’s public telephone lines.

Top Ten industries by consumer inquiries:

  1. Pillows
  2. Contractors – General
  3.  Mail Order and Catalog Shopping
  4. Construction and Remodeling Services
  5. Roofing Contractors
  6. Financial Consultants
  7. Collection Agencies
  8. Property Management
  9. Checks – Printing
  10. Plumbers

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