What is the purpose of the Customer Best Program for Aplus retailers?
Aplus Franchise · 2024 FDDAnswer from 2024 FDD Document
The Customer Best Program has been developed to ensure a consistently positive customer buying experience among all APLUS retailers. This will be executed via scheduled mystery shops and/or customer surveys, which will be used as a tool to help improve the APLUS brand image, ensure a consistently positive customer buying experience among all APLUS retailers and provide improved communications between APLUS and franchisees. We reserve the right to charge a fee for this service.
Source: Item 8 — RESTRICTIONS ON SOURCES OF PRODUCTS & SERVICES (FDD pages 33–37)
What This Means (2024 FDD)
According to Aplus's 2024 Franchise Disclosure Document, the Customer Best Program is designed to ensure a consistently positive customer buying experience across all Aplus retail locations. This program aims to enhance the Aplus brand image and improve communication between Aplus and its franchisees.
The program utilizes scheduled mystery shops and customer surveys as tools to assess and improve the customer experience. These evaluations provide insights into the strengths and weaknesses of each location, allowing Aplus and its franchisees to identify areas for improvement. By focusing on customer feedback and objective assessments, the program seeks to create a uniform and positive brand perception.
It's important to note that Aplus reserves the right to charge a fee for participation in the Customer Best Program. This fee could represent an additional cost for franchisees, and prospective franchisees should inquire about the amount and frequency of these charges. Additionally, Aplus retains the right to amend, supplement, or discontinue the program at any time during the franchise term with written notice, which introduces a degree of uncertainty for franchisees relying on the program's structure and benefits.