ARLINGTON, VA - May 1, 2002 - Better Business Bureaus (BBBs) make it fast and easy for businesses with e-commerce web sites to prove they adhere to ethical business practices and privacy protection standards. By displaying one or both of the BBBOnLine's Reliability and Privacy seals on their Internet site, companies instantly assure visitors that they have been reviewed by the Better Business Bureau, a not-for-profit organization that serves as the most trusted source of information about a business' reputation. Since many prospective buyers use the Internet to gather facts before making a traditional purchase by phone or in person, this endorsement is important regardless of whether the business engages in e-commerce with consumers.

"The seals meet the needs of both the consumer and the business in this sometimes challenging, but unquestionably important, alternate retail channel," said Steve Antisdel, CEO of FurnitureFind.com, which was launched in 1996 as an extension of its retail stores. "As a 50year-old furniture business, we had the BBB torch proudly displayed in the front window long before we ventured online. In our experience, the BBBOnLine symbol is an effective way to quickly communicate our commitment to service in a way that customers intuitively understand. While successful e-commerce requires some new skill sets compared to traditional retailing, the need for trust between the customer and the retailer is the same," said Antisdel.

A Harris Interactive survey released in mid-February found that "customers want third-party reviews to case companies' security procedures….91% of the respondents said they would feel more comfortable doing business with companies that offer third-party verification." The study was sponsored by the American Institute of Certified Public Accountants and consulting firm Ernst & Young.

In another study, more than 80% of consumers cited the reliability of business as a major concern when shopping online, according to the Council of Better Business Bureaus, which commissioned the Greenfield Online study in 2001. More than three-quarters of American adults responded that they decided against making an online purchase because of worries about how their personal data might be used. Almost nine out of every 10 shoppers said they would feel more confident buying from a site displaying a BBBOnLine Seal than from one that does not.

Some Companies Learn the Hard Way
Some companies have learned the hard way to appreciate the value of abiding by good business practices in the online world, as well as in the traditional marketplace. Despite having been initially approved for BBB membership or to display BBBOnLine seals, a few companies have had the privilege subsequently revoked by the BBB when complaints about questionable customer service issues began piling up. Upset by the damage to their reputations, most companies worked diligently with the BBB to resolve the issues and were eventually readmitted into membership.

Today, these companies have become vigilant about self-regulating themselves to avoid future problems. "They have learned that consumers trust, value and look for information provided by BBBs to assist their purchasing decisions," said Charlie Underhill, COO of BBBOnLine, who added that BBB files are replete with thank you's from grateful consumers:

"The BBB…was a lifesaver! It assisted me greatly in making a decision and enabled me to check out the company to my satisfaction prior to giving them any personal information." WWR e-mail
"It is nice to know that there is one organization we consumers can always depend on to provide excellent service, no matter where you are in the USA. I have used the BBB in several states and always received great service. Most of the time my contact has been to inquire about a company's performance record. In all cases I have been able to make better decisions due to information from the local BBB." DB, Colorado Springs, CO

More serious problems can arise when consumers do not thoroughly check out a travel agency beforehand. As noted by one regretful consumer:

"Wish I could have checked with the BBB much sooner as I would never have placed an order with {this web site} in the first place. A VERY hard lesson was learned this go-round {The BBB} is engrained in my brain as an invaluable reference on any and ALL of our future purchases and business dealings!!!" JK e-mail.

How BBBOnLine Works
A valid, "clickable" BBBOnLine Reliability seal immediately affirms that a particular web site engages in ethical business practices. It signals that the company is a member of the local BBB, has met truth in advertising standards and adheres to the BBB Code of Online Business Practices, has been in business for at least one year, and is committed to dispute resolution. The BBBOnLine Privacy seal provides assurance that the business has made a commitment to respecting the privacy preferences of visitors. Additional details are available at www.bbbonline.org, where thousands of companies that already have met BBBOnLine standards can be identified in a simple searchable database.

"The BBBOnLine seal programs reflect the Better Business Bureau's commitment to creating greater trust and confidence on the Internet," said Underhill. "We want to help web users find reliable, trustworthy businesses online, and help reliable businesses identify themselves as such through voluntary, self-regulatory programs."

Currently, more than 11,000 web sites display one or both of the BBBOnLine Privacy and Reliability seals. Seal holders include Fortune 100 companies, such as Hewlett-Packard, Intel and Procter & Gamble, along with thousands of small and local businesses across the country. "With almost universal recognition of the Better Business Bureau name, online shoppers have shown an overwhelming acceptance of both BBBOnLine seals as trusted guides," said Underhill.

About BBBOnLine
BBBOnLine (www.bbbonline.org) brings the Better Business Bureau system's 90 years of experience in consumer protection, dispute resolution and voluntary self-regulation to e-commerce. Guided by its mission to promote consumer trust on the Internet, and working in concert with the 142 local BBBs in the United States and Canada, BBBOnLine encourages sound and ethical online business practices through its Privacy program, Reliability program, BBB Code of Online Business Practices, and an international initiative to promote safe e-commerce in cooperation with organizations worldwide.

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