Angie's List Review Handling Process Certified Again: 2012 Data Audit Complete
INDIANAPOLIS (June 26, 2013) – Angie’s List consumer reviews on local service companies and professions have been certified again as a fair, impartial and trustworthy resource.
Angie’s List provides consumer reviews on local service providers ranging from roofers and contractors, to doctors, and dentists using guidelines that have been in place since 1995 but have grown in sophistication and strictness since the company’s launch.
BPA Worldwide, an international auditing firm, examined the information Angie’s List members submitted in 2012 about service they received from local service professionals.
In its opinion letter, BPA referenced that Angie’s List had expanded its information gathering via mobile apps, but found no reason for the company to modify its process for recording and publishing service provider reviews, which covers all reviews, regardless of their origination.
“We found no variation in the processing or handling of member feedback for all service providers,” BPA said in its opinion letter. “In addition, the audit reviewed and tested the controls in place by Angie’s List to protect the reports and ratings against the risk of influence by employees with an interest in advertiser performance.”
Angie’s List seeks the annual, independent audit as a check against the company’s internal accountability procedures, which include both technological and human investigation.
Members must follow an agreement to give truthful accounts of their own experience and companies cannot grade themselves or their competitors on Angie’s List. Companies that earn and can maintain high grades from members are eligible to advertise their services, but must offer discounts to Angie’s List members.
“The measures we have in place to ensure accountability start with a prohibition on anonymous reviews,” said Angie’s List Founder Angie Hicks. “Our accountability process requires investment and focus but it’s what sets us apart, and we’re committed to it.”
BPA has conducted audits on the company’s data since 2007. The Angie’s List internal accountability structure is designed to maximize fairness and reliability by:
• Prohibiting anonymous reporting;
• Limiting members to reporting only once on each, specific hiring experience;
• Prohibiting companies from grading themselves or their competitors;
• Alerting companies (free of charge) to reports, so they are aware of what's being said;
• Encouraging companies to respond (free of charge) to give their side of the story;
• Using proprietary technology and human review to screen reports; and
• Offering the Angie’s List Complaint Resolution Service to settle differences.
Angie's List helps consumers have happy transactions with local service professionals in more than 720 categories of service, ranging from home improvement to health care. More than 2 million subscribers across the U.S. share their consumer experiences and use Angie's List to gain unlimited access to local ratings, exclusive discounts, the Angie's List magazine, the Angie's List complaint resolution service and information about how to make the most of their home improvement projects.