What customer service complaint ratio must a Best Western property maintain to comply with the requirements for properties where the Governor is a Voting Member or owner?
Best_Western Franchise · 2025 FDDAnswer from 2025 FDD Document
- H. Comply with the following items at all Best Western Properties where the Governor is a Voting Member or owner:
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- Maintain a Quality Assurance score at or above the previous year's North American average, averaged over the past three most recent assessments.
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- Maintain a customer service complaint ratio below the previous year's North American average.
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- Maintain a current Best Western account.
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- Continuously operate their Property/ Properties in a manner to ensure that grounds for cancellation of Membership/ contingent approval do not exist.
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Source: Item 23 — Receipts (FDD pages 108–413)
What This Means (2025 FDD)
According to Best Western's 2025 Franchise Disclosure Document, Best Western properties where the Governor is a Voting Member or owner must adhere to specific operational standards. One of these standards involves maintaining a customer service complaint ratio.
Specifically, these properties must maintain a customer service complaint ratio below the previous year's North American average. This means that the rate at which customer service complaints are received at these properties must be lower than the average complaint rate across all Best Western properties in North America during the preceding year.
This requirement aims to ensure that properties with a Governor involved maintain a high standard of customer satisfaction, reflecting positively on the brand. For a prospective franchisee, this means understanding and actively managing customer feedback to keep complaint ratios low, which may involve investing in staff training, service improvements, and efficient complaint resolution processes.