Dear BBB Accredited Businesses, Consumers, Partners, and Team: Over the past three years, our Better Business Bureau’s commitment to being the leader in advancing marketplace trust has never wavered. Through economic, social and operational challenges, we remain focused on delivering value-added programs and services. It is a time for consumers to know whom they can trust, and BBB Accredited Businesses can always be trusted to operate with ethics and integrity. As we navigate our new normal, we are committed to growth, enhancing the user experience, increasing community engagement, and ensuring that we lead and exemplify ethical standards in everything we do. In short, we are committed to building better businesses and communities. I am grateful to serve as President and CEO since 2018. This year’s annual report reminds us that our collective effort in displaying ethical practices shines bright even in challenging times. BBB’s roster of Accredited Businesses is essential for two reasons. One, consumers know that they’re doing business with an ethical company. With so much information readily available online, it can be increasingly difficult to know which businesses can be trusted. Two, because of our Accredited Businesses, BBB can grow and create programs and services that support our mission to build a trustworthy marketplace. As we continue to enhance our business owner’s value of Accreditation, we have made a concerted effort to ensure a seamless customer experience. We share guidance, resources, and support to help consumers overcome obstacles, resolve marketplace disputes, respond to customer reviews, and so much more. I could not be prouder of our BBB team. Our employees and culture reflect the diversity of the businesses we celebrate, the people who use our services, and the communities we serve. We have always stood in solidarity with diversity, ethics, and integrity. As an organization built on the foundation of trust, our ongoing work to foster equality and performance gives us purpose in everything that we do. We take pride in representing the “Cradle of Civil Rights” and know we must lead the charge in helping to reform the issues confronting today’s society. We are mission-focused, and nothing deters our efforts to help improve our communities. Thank you to our Board of Directors who volunteer their time to ensure BBB’s focus shows leadership to Businesses, Consumers and the Community. I also want to thank our outgoing Board Chair, Tim Mitchell, for his service, and welcome Mike Jones to the position. Lastly, thank you to the BBB team, our BBB Accredited Businesses, and our community partners who continue to see BBB as a leader in the trust market.
Brian Catania President & CEO
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Annual Report 2021
