What is the deadline for Best Western to establish the "Brand Annual Minimum Standard" for each brand?

According to Best Western's 2025 Franchise Disclosure Document, the "Brand Annual Minimum Standard" for each brand, such as Best Western, Best Western Plus, and Best Western Premier, is established by December 31st of each year. This standard is calculated based on the percentage of "8," "9," and "10" scores received in Medallia for "Overall Experience" by all properties within that brand from January 1st to December 31st of the same year. The calculation uses electronic surveys only and is multiplied by 0.80.

For a prospective franchisee, this means that their property's performance in terms of guest satisfaction directly contributes to the brand's overall annual minimum standard. Consistently achieving high scores in guest experience surveys is crucial for maintaining and enhancing the brand's reputation. This requirement encourages franchisees to focus on providing excellent service and experiences to guests, as it directly impacts the brand's standing and potentially their individual property's performance metrics.

This standard is determined using Medallia scores, which are based on electronic surveys. This implies that Best Western relies on digital feedback mechanisms to gauge guest satisfaction. Franchisees should ensure they actively encourage guests to participate in these surveys and address any concerns raised promptly to improve their scores. The multiplication factor of 0.80 suggests that there is a threshold or benchmark that Best Western aims to achieve, and the actual percentage of high scores is adjusted to meet this target.

Overall, the Brand Annual Minimum Standard serves as a benchmark for quality and guest satisfaction within the Best Western system. Franchisees need to be aware of this requirement and proactively manage their property to meet or exceed the standard, as it can influence their standing within the brand and potentially impact their business performance.