President s report highlights:

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2 President s report This annual report is a review of Better Business Bureau (BBB) programs and services for the year ending December 31, BBB serves 48 counties of Upstate New York from our headquarters at 100 Bryant Woods South, Amherst, NY highlights: 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.

3 Board of Directors 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

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5 Our year at a glance

6 Snapshot 2014 TOP 10 INQUIRIES MADE 2014 TOP 10 COMPLAINTS FILED 2014 Industry Change Industry Change Collection agencies Contractors/Home Improvement Internet/Web Hosting Roofing Contractors Auto Dealers-Used Cars Auto Repair/Service Auto Dealers-New Cars Paving Contractors Plumbing Contractors 226, ,274 10% 155,405 86,680 80% 72,344 11, % 60,565 51,537 18% 43,596 39,605 10% 43,114 40,565 6% 35,319 31,604 12% 34,455 27,716 24% 29,736 25,184 18% Collection Agencies 2,813 3,310 15% Telephone Companies % Auto Repair/Service % Auto Dealers-New Cars % Contractors/Home Improvement Yellow Page Advertising (directories and guides) Television-Cable, CATV and Satellite % % % Auto Dealers-Used Cars % Furniture-Retail % Landscapers 28,104 23,455 20% Banks %

7 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

8 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, newsletter open rates rose from 19% to 30%.

9 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 markets served: Albany Binghamton Buffalo Elmira Plattsburgh Rochester Syracuse Utica Watertown Media mentions: 2,857 News Releases: 66

10 Social media report 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. Likes 1/1/2014: 469 Likes 1/1/2015: 1,519 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) Our signature makeover:

11 2014 Torch Award Winners 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.

12 2014 Scholarship 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.

13 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.

14 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.

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