Is a Bombs Away franchisee required to participate in customer evaluation 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 programs. Specifically, Bombs Away mandates participation 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. Franchisees are responsible for covering the expenses associated with these programs. Bombs Away will share the results of these evaluations with the franchisee, as they pertain to their specific business.
Bombs Away may also set minimum score requirements for these evaluation programs, which franchisees must meet or exceed. Furthermore, Bombs Away has the right to set minimum scores that franchisees must receive from the public on internet review sites like Yelp or Google. This means that a franchisee's performance and reputation on these platforms can directly impact their compliance with the franchise agreement.
This requirement ensures that Bombs Away maintains a consistent brand standard and customer experience across all franchise locations. It also provides Bombs Away with a mechanism to monitor franchisee performance and address any issues that may arise. For a prospective franchisee, this means they must be prepared to invest in and actively participate in these evaluation programs, and maintain high standards of customer service to meet the franchisor's expectations.