Case Study: Better Business Bureau improves its BBB review rating with Experience.com

Better Business Bureau boosts BBB reviews by 40 in 90 days with Experience.com

The Better Business Bureau (bbb) faced a challenge where its online profile was dominated by negative feedback, as it was primarily used as a sounding board by unhappy customers in the insurance sector. This created a liability, with a low rating of less than 2.0 stars from only 27 reviews over many years. The vendor, Experience.com, worked with the bbb to address this issue using its Experience Management Platform (XMP) to manage customer feedback and online reviews.

Experience.com implemented a solution by creating a secondary workflow within a customer feedback campaign that proactively directed satisfied customers to the bbb site to leave reviews. This approach focused on asking happy customers at the right time and making the process frictionless. As a result, within just 90 days, the bbb received 40 additional positive reviews, and its average star rating significantly increased to 3.7 stars, transforming its profile from a liability into a valuable asset.

Better Business Bureau (bbb)