Independent Audit Certifies Angie’s List Consumer Review Handling Process as Fair and Impartial

INDIANAPOLIS–(BUSINESS WIRE)–Angie’s List (Nasdaq: ANGI) consumer reviews on local service companies
and professions have been certified again as a trustworthy resource.

BPA Worldwide, an international auditing firm, examined the information
Angie’s List members submitted in 2015 about service they received from
local service professionals.

In its opinion letter, BPA said it had examined all the company’s
processes necessary to render an opinion, including membership
registration, content delivery, verification, complaint resolution, data
protection and privacy, documentation standards, disclosures and
definitions. The review included an assessment of the controls in place
to protect “against the risk of influence by employees with an interest
in advertiser performance.”

“Review accuracy and consistency are controlled throughout all stages of
the handling process,” the certification report said. “All reviews are
analyzed before display in the system and are confirmed against a series
of Angie’s List outsort rules… The edit and approval processes are
performed consistently and without regard for whether the service
provider advertises with Angie’s List or not.”

Angie’s List, which has more than 10 million verified consumer reviews
available for its members to use in making hiring decisions, seeks an
annual, independent audit as a check on its internal accountability
procedures. Those procedures include:

  • Prohibiting anonymous reporting;
  • Requiring affirmation that consumers are reporting honestly on their
    own experiences;
  • 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 red flags or
    allegations of trying to manipulate the system;
  • Offering the Angie’s List Complaint Resolution Service to qualified
    members to settle differences; and
  • Backing up all ecommerce purchases to qualified members through the
    Angie’s List platform with Angie’s Service Quality Guarantee and
    Angie’s Fair Price Guarantee.

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. Internal teams monitor companies’ grades and
performance to ensure they meet eligibility requirements.

“Our accountability processes are second-to-none in the online review
space because our members rely on us to give them reliable, authentic
information,” said Angie’s List founder and chief marketing officer
Angie Hicks. “We go the extra mile to ensure we’re doing that.”

BPA has conducted audits on the company’s data since 2007.

Angie’s List helps facilitate happy transactions between more than three
million consumers nationwide and its collection of highly rated service
providers in more than 720 categories of service, ranging from home
improvement to health care.
Built on a foundation of more than 10
million verified reviews of local service, Angie’s List connects
consumers directly to its online marketplace of services from
member-reviewed providers, and offers unique tools and support designed
to improve the local service experience for both consumers and service


Angie’s List
Cheryl Reed, 317-396-9134