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THE CONSUMER JOURNEY HOW INFORMED CONSUMERS MAKE PURCHASING DECISIONS Consumers Base Their Purchasing Decisions on BBB ® Trustmarks How Trusted is BBB Compared to Other Review Sites? 81% familiar with the BBB Ratings are more likely to purchase if a business has a high BBB letter grade 68% familiar with the BBB and the Accreditation Seal have greater confidence to purchase sooner, rather than later, when a business displays BBB Accreditation Seal BBB Yelp Angie’s List Online Retailers Retail Stores Auto Dealerships Consumers consult the BBB before utilizing Insurance Services Real Estate Financial Services Contractors Medical Care $ Legal Services Visit bbb.org and start your next consumer journey with trust. Source: Nielsen, 2016 ® ??? 87% 67% 54% What the accreditation seal symbolizes to consumers Trustworthy 57% QUALITY 36% LEGITIMATE 57% Good Business Standing 74% 64% Reputable

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Page 1: THE CONSUMER JOURNEY - Better Business Bureau · THE CONSUMER JOURNEY HOW INFORMED CONSUMERS MAKE PURCHASING DECISIONS Consumers Base Their Purchasing Decisions on BBB˜ Trustmarks

THE CONSUMER JOURNEYHOW INFORMED CONSUMERS MAKE PURCHASING DECISIONS

Consumers Base Their Purchasing Decisions on BBB® Trustmarks

How Trusted is BBB Compared to Other Review Sites?

81% familiar with the BBB Ratings are more likely to purchase if a business has a high BBB letter grade

68% familiar with the BBB and the Accreditation Seal have greater confidence to purchase sooner, rather than later, when a business displays BBB Accreditation Seal

BBB

Yelp

Angie’s List

Online Retailers

Retail Stores

Auto Dealerships

Consumers consult the BBB before utilizing

InsuranceServices

RealEstate

FinancialServices

Contractors MedicalCare

$Legal

Services

Visit bbb.org and start your next consumer journey with trust.

Source: Nielsen, 2016

®

???

87%

67%

54%

What the accreditation seal symbolizes to consumers

Trustworthy

57%

QUALITY

36%

LEGITIMATE

57%

GoodBusinessStanding

74% 64%

Reputable

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