Does Bang Cookies require franchisees to adhere to customer service and satisfaction standards?
Bang_Cookies Franchise · 2024 FDDAnswer from 2024 FDD Document
th in Article 15.B. of this Agreement.
"Renewal Term" shall have the meaning defined and set forth in Article 15.A. of this Agreement.
"Reporting Non-Compliance Fee" shall have the meaning defined and set forth in Article 12.C. of this Agreement.
"Reporting Violation" shall have the meaning defined and set forth in Article 12.C. of this Agreement.
"Reputation Management Services" refers to and means the customer review, review monitoring, reporting and/or reputation management services designated by Franchisor. Franchis
Source: Item 23 — RECEIPTS (FDD pages 56–245)
What This Means (2024 FDD)
According to Bang Cookies's 2024 Franchise Disclosure Document, franchisees must adhere to certain customer service and satisfaction standards. Bang Cookies, in its Reasonable Business Judgment, will exclusively select the Reputation Management Services to be used by the franchisee. They also determine and select the websites, social media sites, reporting services, surveys, and service platforms to be included in any evaluation and/or determination of franchisee's customer satisfaction or approval ratings. This means Bang Cookies retains control over how customer feedback is monitored and managed.
Bang Cookies provides franchisees with an operations manual containing mandatory and suggested specifications, standards, and operating procedures for Bang Cookies Shops. Franchisees are required to operate their Franchised Business in strict accordance with these standards, specifications, and requirements. This includes, but is not limited to, approved services and products, system supplies, and authorized and designated suppliers.
Bang Cookies retains the right to modify these standards and specifications, with reasonable notice to the franchisee. The definition of "Reasonable Business Judgment" includes acting in a way that could benefit the System including increasing customer satisfaction. Franchisees must maintain and report information as requested by Bang Cookies, and intentional inaccuracies or misleading information can result in penalties. Franchisees are also prohibited from engaging in any activity that injures, harms, damages, or otherwise has a material adverse effect on Franchisor, the System, the Licensed Marks, Bang Cookies Shops, Franchisee's Shop, and/or the reputation of the Bang Cookies brand.