Top 10 Most Hated Industries Per BBB

Seth Fiegerman of MainStreet.com published an analysis of the Better Business Bureau’s 2010 report on Consumer Complaints titled The Most Hated Industries of 2010.

1.1 million complaints to the Better Business Bureau in 2010 from Canadian and American consumers resulted in the following most hated designation (as quoted from Seth’s article):
“1 – Television — Cable & Satellite

Total complaints: 30,985
Change, 2009-2010: -5%
Complaints resolved: 98.6%

2 – Cellphone Service & Equipment

Total complaints: 27,293
Change, 2009-2010: -29.6%
Complaints resolved: 92.1%

3 – Auto Dealers — New Cars

Total complaints: 24,698
Change, 2009-2010: -8.1%
Complaints resolved: 87.4%

4 – Banks

Total complaints: 22,648
Change, 2009-2010: -24.3%
Complaints resolved: 98.2%

5 – Collection Agencies

Total complaints: 15,876
Change, 2009-2010: .5%
Complaints resolved: 80.2%

6 – Used Car Dealers

Total complaints: 14,520
Change, 2009-2010: 6.1%
Complaints resolved: 70.6%

7 – Auto Repair & Service

Total complaints: 13,178
Change, 2009-2010: 3.5%
Complaints resolved: 65.6%

8 – Retail Furniture

Total complaints: 13,018
Change, 2009-2010: -1.1%
Complaints resolved: 79.1%

9 – Internet Shopping

Total complaints: 12,950
Change, 2009-2010: -39.8%
Complaints resolved: 61.4%

10 – Mortgage Brokers

Total Complaints: 9,545
Change, 2009-2010: 17.8%
Complaints resolved: 81%”

Interestingly, these Top 10 most hated industries are consistent with findings in the FTC’s 2010 report findings, which I highlighted in a previous blog post titled FTC Publishes Annual Report.

As a quick reminder…

TOP FTC CONSUMER COMPLAINTS FROM 2010

  • Identity Theft 250,854
  • Debt Collection 144,159
  • Internet Services 65,565
  • Prizes, Sweepstakes and Lotteries 64,085
  • Shop-at-Home and Catalog Sales 60,205
  • Impostor Scams 60,158
  • Internet Auctions 56,107
  • Foreign Money Offers and Counterfeit Check Scams 43,866
  • Telephone and Mobile Services 37,388
  • Credit Cards 33,258
  • Advance-Fee Loans and Credit Protection/Repair 31,726
  • Banks and Lenders 29,967
  • Credit Bureaus, Information Furnishers, and Report Users 28,724
  • Mortgage Assistance Relief and Debt Management 28,584
  • Television and Electronic Media 28,245
  • Business Opportunities, Employment Agencies, and Work-at-Home Plans 24,123
  • Health Care 21,710
  • Computer Equipment and Software 20,833

As a consumer, I am reminded of the Latin phrase Caveat Emptor or Let the Buyer Beware.  As a service leader, I wonder how these industries can transform themselves fast.

Clearly, something needs to be done.

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