2018 BBB serving the Heart of Texas Annual Report 2018 Annual Report | Page 4

Our Vision Our Mission
An ethical marketplace BBB’s mission is to be
the leader in advancing
marketplace trust.
where buyers and sellers
trust each other.
BBB accomplishes this mission by:
• Setting standards for marketplace trust.
• Encouraging and supporting best practices by engaging
with and educating consumers and businesses.
• Celebrating marketplace role models.
• Calling out and addressing substandard
marketplace behavior.
• Creating a community of trustworthy businesses
and charities.
BBB offers its national and local consumer services
online and in person. Through our efforts, BBB helps
millions of people each year.
• BBB sets standards for ethical business behavior
and monitors compliance.
• Nearly 400,000 Accredited Businesses meet
and commit to our high standards.
• BBB helps consumers identify trustworthy businesses,
and those that aren’t, through more than 5.2 million
BBB Business Profiles.
• BBB sets standards for and evaluates thousands of
advertisements each year to ensure that people can
trust what advertisers say.
• BBB sets standards for and evaluates the practices of
thousands of charities so that donors know where their
money is going.
• BBB coaches businesses on ethical behavior and how to
build stronger, more trusting relationships with
their customers.
3 2018 Annual Report
BBB Standards for Trust
1. Build Trust
Establish and maintain a positive
track record in the marketplace.
2. Advertise Honestly
Adhere to established standards of advertising
and selling.
3. Tell the Truth
Honestly represent products and services, including
clear and adequate disclosures of all material terms.
4. Be Transparent
Openly identify the nature, location and ownership
of the business; clearly disclose all policies,
guarantees and procedures that bear on
a customer’s decision to buy.
5. Honor Promises
Abide by all written agreements
and verbal representations.
6. Be Responsive
Address marketplace disputes quickly,
professionally and in good faith.
7. Safeguard Privacy
Protect any data collected against mishandling and
fraud, collect personal information only as needed
and respect the preferences of customers regarding
the use of their information.
8. Embody Integrity
Approach all business dealings, marketplace
transactions and commitments with integrity.