Is a Bombs Away franchisee required to participate in customer evaluation and compliance programs?
Bombs_Away Franchise · 2024 FDDAnswer from 2024 FDD Document
- 7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Bombs Away Franchising for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and mystery shopping.
Bombs Away Franchising shall share with Franchisee the results of these programs, as they pertain to the Business.
Franchisee must meet or exceed any minimum score requirements set by Bombs Away Franchising for such programs.
Bombs Away Franchising may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
Source: Item 22 — CONTRACTS (FDD pages 35–36)
What This Means (2024 FDD)
According to Bombs Away's 2024 Franchise Disclosure Document, franchisees are required to participate in customer evaluation and compliance programs. Bombs Away may require franchisees to participate in programs for obtaining customer evaluations, reviewing compliance with the Bombs Away system, and managing customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping.
The franchisee is responsible for the expenses associated with participating in these programs. Bombs Away will share the results of these programs with the franchisee, specifically as they pertain to the franchisee's business. Franchisees must meet or exceed any minimum score requirements set by Bombs Away for these programs, which may include minimum scores on internet review sites like Yelp or Google.
Bombs Away also retains the right to conduct its own business evaluations, which may include observing operations, conducting physical inventories, evaluating physical conditions, monitoring sales activity, and speaking with employees and customers. Bombs Away may videotape or take photographs during these evaluations. Failure to meet minimum score requirements set by Bombs Away during these evaluations can result in a default under the Franchise Agreement. If an evaluation is triggered by a governmental report, customer complaint, or franchisee non-compliance, Bombs Away may charge the franchisee for all out-of-pocket expenses plus an evaluation fee.