Can help companies foster better customer relations, says BBB

Connecticut Better Business Bureau has joined a growing list of BBBs across the country that publish complaint details in their business reviews. These contain both verified consumer complaints and businesses' responses to them.

The publishing of complaint details enhances the transparency and openness of BBB's complaint handling process. BBB made this change in response to feedback from consumers who said they were looking for more detailed information on the types of complaints companies receive and how those were addressed.

According to Connecticut BBB President Paulette Scarpetti, the published complaint details will greatly help consumers when they research a business or professional's marketplace history.

"The complaint details provide the kind of information consumers need to make educated decisions," she says. "It is important to take into consideration not only a company's letter grade or complaint volume but also the kinds of complaints and how they are resolved."

This change also gives companies more of a voice in the complaint process, allowing consumers to directly observe their response to customer issues.

Personally identifiable information, including names, phone numbers, names of competitor businesses, and order, invoice, or contract numbers will be redacted in the published complaint details. The information essentially boils down to the actual complaints from the consumers and the corresponding responses from the company.

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