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Louisville BBB testing business review, complaint system
Business First by Ed Green
Date: Wednesday, September 7, 2011, 9:39am EDT

The Better Business Bureau serving Louisville, Southern Indiana and Western Kentucky is working with 10 other Better Business Bureaus to test a system that allows consumers to post customer reviews of businesses.

As part of the test, the bureaus will publish the text of customer complaints and business responses in each company’s reviews.

A news release said BBB research found consumers want reviews that contain more information. The bureaus also are responding to the growth in the number of online customer reviews on sites such as Google, and Angie’s List and Yelp.

“Customers want more information about businesses, and that’s exactly what we’ll give them,” Charlie Mattingly, president and CEO of the Louisville BBB, said in the release. “BBB is satisfied that these reviews will help good businesses build customer confidence through positive customer feedback. But we’d be kidding ourselves to believe that all customer comments will be positive … or entirely fair. Good businesses can expect many positive reviews … and set themselves apart from the few bad businesses that can be expected to collect more critical customer reviews.”


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