What standards must an Aplus franchisee conform to regarding quality and customer service?
Aplus Franchise · 2024 FDDAnswer from 2024 FDD Document
efault notices in any twelve (12) month period for non-compliance for the same term or condition of this Agreement, Sunoco reserves the right to charge you an additional Royalty Fee of one percent (1%) of your total Gross Sales for the month in which the default was issued or its actual costs of enforcement, whichever is higher. This additional Royalty Fee will be collected in the month following the notice of assessment to you. Sunoco also reserves the right to terminate this Agreement under this Section 13.14.
13.14.2.Franchisor shall have the right to enter the Franchised Business office during regular business hours for purposes of conducting quality assurance audits, including instituting a mystery shopper program, to assess customer satisfaction. During these inspections, Franchisor may obtain for testing purposes and without charge, reasonable information regarding services performed, including customer contact information. Such quality assurance a
Source: Item 23 — RECEIPT (FDD pages 68–302)
What This Means (2024 FDD)
According to Aplus's 2024 Franchise Disclosure Document, Aplus has the right to conduct quality assurance audits, including a mystery shopper program, to assess customer satisfaction. During these inspections, Aplus may obtain reasonable information regarding services performed, including customer contact information, for testing purposes and without charge.
The quality assurance audits and mystery shops may be conducted by Aplus personnel. Aplus reserves the right to charge $300 per quality assurance inspection if performed by Aplus, or actual costs of a mystery shop plus Aplus's reasonable administrative expenses, up to $300, associated with the same. At Aplus's request, the franchisee must engage one or more third-party service providers, which may be designated by Aplus, to provide periodic quality assurance audits and/or mystery shops at the franchisee's sole cost and expense.
These standards ensure that Aplus franchisees maintain a consistent level of quality and customer service across all locations. The mystery shopper program and quality assurance audits allow Aplus to identify areas where franchisees may need improvement and to ensure that customers are satisfied with their experience. The franchisee bears the cost of third-party audits, which is an important factor to consider when evaluating the financial aspects of the franchise.