2024 Impact Report

2024 Impact Report

BBB of Central Ohio

®

BBB Board of Directors Chair of the Board Jasmine Y. Green Nationwide Vice Chair of the Board Betty Collins Brady Ware & Company Secretary-Treasurer Amy Peterman Kemba Financial Credit Union President Judy Dollison Better Business Bureau Assistant Treasurer Mike Farris Accounting Solutions Group Legal Counsel Douglas J. Schockman, Esq. Fishel Downey Albrecht & Riepenhoff LLP Nevin Bansal Outreach Promos/Small Biz Cares Jamie Barlett PolyPay Brian A. Brooks E.E. Ward Moving & Storage Co., LLC Glenn Bryan Professor, Ohio Wesleyan University Betty Clark CPMedia & Marketing Sara Gordon SAGE Avenue Pat Halaiko Custom Air Conditioning and Heating Co. Mark Hensley VITAS Healthcare Robert Hiss Banking Executive Tom Hodgson Shrunk 3D David K. Johnson Geo Byers Sons Kevin Keiffer Dublin Police Department Todd Markiewicz C-Bus Media Group Theresa E. Potter Franklin University Mike Rosati Rosati Windows

BBB Center for Character Ethics Board

Scott Steckel Plunkett’s Pest Control/Varment Guard

Dr. Lucy Frontera Retired Glenn Bryan Professor, Ohio Wesleyan University Tom Heffner Franklinton Rising

Message from the President In a world where Trust is both invaluable and fragile, your commitment to BBB standards sets you apart as a champion of Trust. Together, we’re not just bringing Trust to life—we’re working to transform it into meaningful growth, resilience, and opportunity every day.

In 2024, we demonstrated how innovation and collaboration can strengthen the foundation of BBB, helping to build a marketplace where businesses and consumers confidently connect and thrive. From enhancing work-flow automation resulting in quicker response times, to empowering Accredited Business growth with BBB Learning, to encouraging consumers to “Look for the Sign of a Better Business,” every initiative was thoughtfully designed with your business success in mind. The results speak for themselves; inquiries to business profiles under BBB of Central Ohio grew to nearly 2.3 million views in 2024.

Last year, we were honored that our commitment to advancing Trust among businesses and the community earned national recognition. At the 53rd International BBB Assembly in September, BBB of Central Ohio received its first prestigious Marshall A. Mott Award, recognizing excellence in external communications with businesses and consumers, as well as internally with our staff and Board of Directors. This achievement reflects the dedication of our entire team to providing value to Accredited Businesses like yours.

Additionally, BBB was nationally recognized as one of Fast Company’s prestigious “Brands That Matter” in the Heritage Brands category, further underscoring the enduring power of the BBB Seal as one of the most Trusted symbols in the marketplace.

As you explore the achievements and milestones we’ve shared in this 2024 Annual Impact Report, you’ll see how the BBB Seal, and the team behind it, from each employee to BBB’s Board Members, continues our mission to amplify your reputation, support your goals, and strengthen our communities.

Thank you for being part of this journey. Your dedication inspires us to keep innovating, strengthening connections, and building a marketplace where Trust drives success.

Judy Dollison President BBB of Central Ohio

Trust isn’t just what BBB promotes—it’s what we deliver. In 2024, BBB of Central Ohio continued to demonstrate why the BBB Seal remains a powerful symbol of marketplace business integrity.

Supporting Business Turning Insights into Impact Trust isn’t just a word—it’s the foundation of business success. BBB’s mission is to support business efforts to demonstrate integrity in action and consistent performance, thus building customer relationships that lead to their growth and community confidence.

In 2024, we’ve taken our commitment to building marketplace Trust to new heights. Through enhanced personalized guidance, strategic tools, and hands-on support, we’ve helped companies strengthen their foundations of Trust—leading to stronger customer relationships and marketplace reputations.

BBB believes in meeting businesses where they are and helping them reach where they want to be. Whether it’s streamlining complaint resolution, enhancing customer communication, or showcasing ethical practices, our tailored approach helps businesses build the Trust that drives success. When businesses partner with BBB, they gain more than guidance—they gain a dedicated ally in building and maintaining the Trust that makes our marketplace thrive.

BBB’s support through tailored solutions, educational resources and strategic collaboration enables businesses to: • Effectively manage their ratings and reviews • Reduce complaint volumes and resolve concerns efficiently • Rebuild and strengthen Trust with their customers • Showcase their commitment to ethical practices and operational excellence

The file review process with BBB gave us a clear, insightful overview of our performance in handling complaints and reviews.

The information provided highlighted opportunities to improve, aligning perfectly with our focus on customer satisfaction as our top priority. Through open, collaborative discussions with the BBB team, we implemented thoughtful changes that made a real difference—reducing complaints by half in just six months. Their commitment to helping us continually improve has been invaluable, and we’re grateful for their partnership in keeping us on the path of excellence!

-Universal Windows Direct of Columbus

Schwartz Driving School Schwartz Driving School partnered with BBB to further enhance their customer experience and ensure every concern was addressed. By following BBB’s clear, step-by-step process to resolve feedback, they demonstrated a strong commitment to responsiveness and continuous improvement. Their efforts led to achieving BBB Accreditation, solidifying their reputation as a trusted resource for families and students in the community.

Universal Windows Direct of Columbus Universal Windows Direct of Columbus’ leadership recognized an opportunity to take their customer experience to the next level.

That’s where BBB stepped in. Through a comprehensive file review process, BBB partnered with Universal Windows to examine trends in feedback and pinpoint areas for improvement. This wasn’t about finding fault—it was about identifying opportunities. Together, we focused on the root causes behind customer concerns, offering actionable insights and collaborative solutions that made a tangible difference.

In just six months, Universal Windows saw remarkable results: complaints were reduced by 50%, customer satisfaction grew stronger, and the Trust they had worked so hard to build was further solidified in their community.

Building Trust through Online Reputation Management In 2024, BBB leveraged centralized, streamlined portal access for reviews and complaints, making it easier for organizations to efficiently manage their online presence. This portal helps businesses to maintain consistent standards and to respond quickly to their customers in a centralized location. For all businesses, and especially for businesses with multiple locations or storefronts, this means simpler profile management, more efficient operations, and a more unified brand presence in every community they serve.

Elevate Your Business with BBB Learning Launched in 2024, BBB Learning is your go-to resource for on-demand courses, webinars, and professional development tools tailored to help Accredited Businesses thrive.

From managing finances to growing your team or enhancing your marketing strategy, BBB Learning offers practical, real-world solutions to today’s business challenges—including continuing education credit courses to support your professional growth.

Strengthen your leadership, build Trust with your customers, and take your business to the next level—all with BBB Learning. Learn. Lead. Thrive. www.bbb.org/learning

86% Overall

Retention

75% 1 Year

Retention

3.3 M BBB.org Sessions (Adobe)

3.2 M

Online Directory Impressions

2.3 M

Business Profile Inquirie

Making Trust More Visible: Modernized Profile Listings Each year, hundreds of millions of consumers across North America turn to BBB to search for businesses in their community and gather information about their reputation. I​n 2024, BBB.org of Central Ohio recorded 3,325,010 session visits, including 2,273,944 business profile inquiries*, generated by 1,391,295 unique users.

59,525 Total Business Profiles

13,869 Dynamic Seal Clicks

Over the past year, Central Ohio visitors were able to explore 59,525 individual business profiles, unlocking valuable insights into the unique stories behind each business. For Accredited Businesses, this platform isn’t just a directory—it’s a powerful stage to showcase their distinct products, innovative programs, and exceptional services, setting them apart in a competitive marketplace.

And, with the refreshed business profile design launched in 2024, finding Trusted businesses has never been easier. BBB’s redesigned profiles put the most important information at consumers’ fingertips.

Every detail, from your emphasized Accreditation status to the services you offer and the areas you serve, is thoughtfully displayed to help consumers make confident decisions. This enhanced directory goes beyond being a simple listing—it’s a powerful tool for driving meaningful connections and informed choices.

*including verbal inquiries

Thriving Together: Achieving Excellence Your Central Ohio BBB Team is passionate about building Trust, elevating businesses, and empowering consumers. Whether it’s our Dispute Resolution Consultants supporting businesses with online reputation management and file reviews, our Customer Support team connecting businesses and consumers with essential resources, or our Engagement Specialists helping to enhance business profiles, our team is committed to delivering excellence in every service they provide. And, in 2024, this dedication was nationally recognized—a powerful reminder that our commitment to excellence and integrity makes a meaningful difference every day.

Marshall A. Mott Award BBB of Central Ohio proudly received the prestigious Marshall A. Mott Award for the first time at the 53rd International BBB Assembly, recognizing our excellence in communication. This historic achievement underscores our commitment to fostering clear, meaningful connections with the businesses and consumers we serve. Being ranked #1 in North America -among all 91 BBBs in the U.S. and Canada- is a testament to the exceptional level of service and support we provide, ensuring businesses like yours continue to build Trust and achieve success in the marketplace.

Operations Team Receives Outstanding BBB Award for 6th Consecutive Year BBB of Central Ohio proudly received the Outstanding BBB Award from the International Association of BBBs for the sixth consecutive year, a testament to our commitment to excellence in serving Accredited Businesses. This recognition highlights the exceptional performance of our Operations Team, emphasizing consistent delivery of services crucial to our Accredited Businesses and consumers.

Our success comes from streamlining processes, optimizing performance, and empowering our team to deliver consistent, high-quality results.

-Pat Cassidy, VP of Operations

838

New Accredited Businesses

9% Market Share

4,870

16,501 Customer

1,579 Customer

Service Chats

62

Total Accredited Businesses

Reviews Submitted

Accredited Charities

88% Complaint

Resolution Rate

43,545 Customer Service Calls

19

Mediations Held

Trust as a Foundation for Innovation Building Tomorrow’s Trust Today Trust isn’t just our foundation—it’s our future. In 2024, we’ve transformed how businesses and consumers connect, making interactions more powerful, personal, and efficient. Faster solutions that protect your reputation. Clearer communication paths that strengthen customer relationships. More efficient tools that let you focus on what matters most—building Trust and growing your business.

Seamless Connections, Instant Solutions When customers reach out, they want answers— not obstacles. And that’s why we’ve reengineered one of our first points of contact.

BBB’s new live text phone platform offers real-time, human-centered support, keeping businesses and consumers seamlessly connected. Our reengineered phone system reduces wait times with a callback feature which offers callers the opportunity to receive automated text links for common requests like finding a business, filing a complaint, leaving a review, or reporting a scam. These updates save time, enhance communication, and ensure Trusted service is always within reach.

Revolutionizing Resolution We’ve reimagined how businesses and customers work through challenges. Through innovative workflows and AI-powered tools, we’re making dispute resolution faster and more efficient while maintaining the fairness and accuracy you expect from BBB.

Innovation at Work

• Real-time text conversations that match modern communication preferences • Streamlined phone systems with smart resource delivery • AI-assisted complaint processing that speeds resolution while ensuring accuracy

BBB connects consumers and businesses through personalized, real-time service that fits today’s fast-paced world. All new live text platform transforms how businesses and consumers communicate—offering instant connections, immediate solutions, and a complete record of every conversation. This modern approach means quick responses with the human touch expected from BBB.

Trust in Action: Delivering Results Driving Awareness and Empowering Consumers In 2024, more than 940 featured stories promoting an ethical marketplace were published in Central Ohio media, showcasing BBB of Central Ohio’s efforts to raise awareness across its 21-county footprint.

BBB of Central Ohio achieved a landmark victory for consumer protection when both Ohio Governor Mike DeWine and Attorney General Dave Yost officially proclaimed May 9th as National Scam Survivor Day. These state-level proclamations recognize the importance of supporting scam survivors and highlight our ongoing commitment to fighting fraud in our communities.

Following severe storms and tornadoes in Spring 2024, we partnered with local chambers of commerce and journalists to provide disaster response, acting as a hub directing victims to BBB to secure reputable rebuilding resources and businesses. We provided critical information and distributed Tips for Hiring a Contractors, a practical application checklist, to help ensure that consumers could rebuild safely, with Trust.

“Don’t be Blinded by Scams!”

Kool 101’s Eclipse Glasses Distribution & Official Soundtrack Sponsorship: During the solar eclipse, BBB partnered with Kool 101, a regional radio station, to provide a fun celestial-themed soundtrack, enhancing the experience for listeners while sharing information about our BBB, thereby engaging the community in a unique and educational manner. Prior to the eclipse, we collaborated to distribute 300 BBB branded pairs of solar glasses in a whistle-stop tour among local Accredited Businesses located in our outlying counties encouraging consumers to “Don’t be Blinded by Scams!”

FEATURED IN: Spectrum News, WBNS - Channel 10, ABC 6, WTTE FOX, and WCMH - NBCi, WNKO, WHIZ, WKTM, WRFD, 98.9 FM The Answer, 95.9 FM The Fish, Ohio News Connection Listen for monthly and quarterly interviews with President Judy Dollison on KOOL 101, The Fish and The Answer!

Sharing the BBB Seal The Sign of a Better Business™ BBB of Central Ohio amplified the promotion of The Sign of a Better Business advertising campaign in 2024, boosting awareness among consumers, encouraging them to actively seek the Accredited Business Seal thereby supporting businesses like yours. The campaign included digital advertising on platforms like YouTube and Google, guiding consumers to bbb.org to discover local Accredited Businesses. Ensure your investment in BBB is tied to this campaign, display your Accredited Business Seal on your website, trucks, at trade shows, business cards, invoices, etc. to differentiate your company and showcase that you are a Better Business.

In addition to online advertising, BBB continued our annual television and billboard campaigns offering Accredited Businesses the opportunity to co-brand with BBB in promoting their company.

More than 800 commercials aired through BBB’s annual TV campaigns featuring 24 Accredited Businesses. Twenty-seven businesses joined BBB in the digital billboard campaign that earned an estimated 35,558,260 impressions.

945 Earned

Media Hits

831 Scam Tracker Reports

113 Business &

Community Events

1.13 M Directory Ad Impressions

18.7 M Digital Ad Brand Impressions

35.6 M Billboard Impressions

800 Co-Branded & Branded TV Commercials

(estimated)

Building Trust Through Community Education BBB of Central Ohio reaches consumers where they are, delivering vital marketplace education across our 21-county service area. Through dynamic presentations and community engagement initiatives, we’re not just educating—we’re strengthening Trust throughout our communities and empowering consumers to make confident decisions. And, we are telling consumers to look for Accredited Businesses showcasing The Sign of a Better Business!

Key Community Impact: • At the Central Ohio Home Shows, Director of Investigations Lee Anne Lanigan equipped homeowners with essential information to identify and avoid contractor fraud, while our interactive booth helped consumers make informed hiring decisions using Accredited Business partners.

• Speaking at SourcePoint, Lee Anne provided seniors with crucial strategies to protect themselves against financial fraud.

• Director of Communications Jessica Hamlin partnered with “I Know I Can” to protect students from employment scams, and collaborated with TrueCore Federal Credit Union, Sourcepoint, and the Knox County Sheriff’s Office to enhance financial literacy and prevent scams.

• Director of Regional Marketing Ali Bahns inspired young women at Logan Hocking Middle School through ROX (Ruling Our eXperiences), fostering leadership and confidence in the next generations.

Director of Investigations, Lee Anne Lanigan, is a BBB certified Military Initiative speaker. She is available to address all military related groups focusing on scams and fraud targeting this vulnerable demographic.

Spreading Trust through Community Events and Partnerships Your BBB of Central Ohio team goes beyond traditional outreach, actively engaging with our community through strategic partnerships and meaningful events. When we participate in community gatherings, we bring more than just information—we bring real-time solutions, educational resources, and a commitment to building Trust.

In 2024, our impact reached across diverse audiences, creating stronger connections between businesses and consumers while fostering a safer, more informed marketplace. Each interaction reinforces BBB’s role as an active, Trusted partner in building a thriving Central Ohio community.

Business Leadership & Recognition • Sponsored the Brady Ware Women’s Leadership Conference with NAWBO and WSBA • Partnered with Columbus Young Professionals Club for Next Up Columbus, Festival for Good, and Wonderful Workplaces • Represented BBB at the Minority Business Expo • Supported the Cbus Community’s Choice Awards, celebrating local business excellence • Collaborated with Small Biz Cares on community initiatives, including the Salvation Army Toy Drive, Columbus Volunteer Expo, and Pickleball Challenge

Consumer Protection & Education • Educated homeowners at Central Ohio Spring and Fall Home Shows • Conducted 13 shred events with Worthington Chamber and TrueCore Federal Credit Union.

Attendees received Scam Tracker handouts and BBB branded items, offering practical guidance for scam prevention and encouraging the BBB Seal as a sign of community Trust.

• Provided veteran resources at DSCC-MWR Veterans’ Information Fair • Shared senior-focused education at Pickerington Chamber’s Downsizing Expo and Thrive!

Community Support In 2024, BBB employees proudly supported several impactful community initiatives, reflecting our commitment to fostering dignity, hope, and connection across Central Ohio. In March, we partnered with Westerville Area Resource Ministry (WARM), gathering more than 100 personal hygiene products and non-perishable food items to stock their Choice Market for families in need. In May, we joined A Kid Again to welcome 31 new families, assembling adventure packets to bring joy and respite to children with life-threatening conditions.

In October, our team volunteered with the Mid-Ohio Food Collective, assisting with shopper check-ins and stocking shelves, contributing to the 170,000 meals distributed daily across 20 counties. December saw us partnering with Small Biz Cares and the Salvation Army for a holiday toy drive, where 13 of our volunteers helped brighten the season for more than 5,000 families.

Additionally, our involvement in the Small Biz Cares Charity Pickleball event and partnership with WNKO and United Way of Licking County to enhance their Newark offices underscored our dedication to uplifting local organizations and strengthening community ties.

Through these initiatives, we’re actively strengthening the bonds of Trust that make Central Ohio thrive and a positive difference in the lives of those we serve.

Need a speaker?

BBB is available to present on: • Knowing the 5 Red Flags of Fraud • How to Spot the Con • Outsmarting Investment Fraud • Scams aimed at Students, Veterans, and Military Families • Advancing Marketplace Trust • Advantages of BBB Accreditation • Reputation Management • And more!

For speakers bureau and presentation needs, contact jhamlin@centralohio.bbb.org

Inspiring Ethics and Celebrating Trust: BBB Center for Character Ethics BBB Center for Character Ethics, a 501(c)3 organization, was formed in 2002 to collaborate with the Central Ohio BBB to fund the creation and execution of programs supporting ethics education and recognition of ethical business practices in the community. In 2024, BBB Center for Character Ethics was again excited to celebrate new leaders, established leaders and future leaders through events, public relations, and awards ceremonies, elevating them as role models for the broader community.

Toast to Trusted Leaders

29 Torch Awards Applications

A highlight of 2024 was the Toast to Trusted Leaders event, a gala held in November at The Bluestone in downtown Columbus. The event served as a platform to honor the recipients of Torch Awards and Spark Awards, along with local high school students receiving Students of Integrity scholarships.

Attended by hundreds from the community, this gala brought together winners from all of the BBB’s Center for Character Ethics awards programs for networking and fostered a genuine sense of community. The celebration highlighted the importance of Trust and ethics in our leaders and laid the foundation for building Trust among the next generation of leaders in Central Ohio.

12 Spark Awards Applications

Torch Awards for Ethics The BBB Torch Awards for Ethics celebrated its 30th year, recognizing organizations whose leaders exemplify a high level of personal character, ensure the culture of their organization meets the highest ethical standards, and proactively earns Trust with customers and the community.

2024 Torch Award for Ethics Recipients: • Ahola Payroll & HR Solutions: A family-owned leader in payroll and HR services, recognized for transparent pricing and an employee-first culture.

• CARE Heating and Cooling, Inc.: A residential HVAC company redefining transparency with a no performance pay policy and a focus on customer trust.

• Kane Learning: A consulting firm building lasting relationships with transparency, gratitude, and a commitment to community service.

• Milex Complete Auto Care – Mr. Transmission, Columbus, Ohio: An automotive care provider combining efficiency and honesty with community-focused initiatives.

Milex Complete Auto Care – Mr. Transmission, Columbus, Ohio

CARE Heating and Cooling, Inc.

Ahola Payroll & HR Solutions

Kane Learning

Spark Awards The Spark Award honors emerging entrepreneurs and businesses committed to innovation, character, and giving back.

2024 Spark Award Recipients:

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kin

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Lo v

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• Eye Co: An optometry practice dedicated to advancing eye health and community well-being through education and care for underserved populations.

• Checking on Our Loved Ones: A wellness check organization that prioritizes meaningful human connection and empathy.

Students of Integrity Scholarship Recipients Ten scholarships were awarded to high school seniors who exemplified ethical leadership, community service, and academic excellence. Each recipient received $1,000, with one exceptional student earning the additional $500 William J. Lhota Scholarship for Ethics, presented during the 2024 Toast to Trusted Leaders Gala.

During our annual celebration, BBB honored the contest winners, their families, and their mentors, recognizing their reflections and inspiring the next generation to lead with Trust and integrity.

44

Students of Integrity Essays

Thank You to Our Sponsors

E.E. Ward Moving & Storage | CPMedia & Marketing | KEMBA Financial Credit Union | Outreach Promos

Laws of Life In the Spring of 2024, BBB honored 16 Central Ohio students during the 15th annual Laws of Life Essay Contest, fostering ethical growth among young people while celebrating their insights and achievements. This contest challenges 6th, 7th, and 8th grade students to explore, through reflection and writing, what matters most to them in their lives and the principles guiding their behaviors and choices. From nearly 2,000 submitted essays, 16 winners were selected and honored at an BBB’s awards banquet attended by family, friends, and academic mentors.

1,906 Laws of Life Essays Submitted

I always seem to get the most in-depth writing from my students with this essay. The students love writing from their own personal experiences and our rigorous classroom schedule hardly allows for this type of writing, so the Laws of Life is a great opportunity for them.

-Columbus City Schools Teacher One 7th grader in the contest so enjoyed writing the essay that now she is inspired to write more. She is writing many stories and spends her free period at school writing.

-Zanesville Schools Teacher

Thank You to Our Sponsors

Thriving Together: The Power of Trust Trust is what brings people together, builds businesses, and strengthens communities.

It’s the foundation of every meaningful connection and the driving force behind growth, confidence, and success.

For more than a century, BBB has worked to advance Trust in the marketplace, ensuring businesses and consumers can rely on each other to thrive. In 2024, our mission remains the same: to support you —our Accredited Businesses— by providing the tools, guidance, and partnership that help you build Trust with your customers, grow your reputation, and strengthen your impact in the community.

Because when Trust is at the center of every transaction, interaction, and decision, businesses don’t just survive—they flourish. And when businesses thrive, so do the people and communities around them.

Thank you for being part of this journey. Together, we are advancing Trust, creating opportunity, and building a stronger, more connected future.

Be sure to stay connected with your BBB. Check our events page regularly for content and networking opportunities tailored to your local business needs.

We look forward to Thriving Together in Trust in 2025.

BBB of Central Ohio 1169 Dublin Road Columbus, OH 43215 BBB.org