Will Bombs Away Franchising share the results of customer evaluation programs with the Bombs Away franchisee?
Bombs_Away Franchise · 2024 FDDAnswer from 2024 FDD Document
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, Bombs Away Franchising will share the results of customer evaluation programs with its franchisees, specifically as they pertain to the franchisee's business. Franchisees are required to participate in programs to obtain customer evaluations, review compliance with the Bombs Away system, and manage customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping.
Bombs Away Franchising may also conduct business evaluations by accompanying the franchisee or their personnel on customer service calls or by visiting the business premises during normal hours. These evaluations can involve observing operations, taking inventory, assessing conditions, monitoring sales, and speaking with employees and customers. Bombs Away Franchising may also use video or photographs during these evaluations.
Franchisees must meet or exceed minimum score requirements set by Bombs Away Franchising for both the customer evaluation programs and the business evaluations. Failure to meet these minimum scores can result in a default under the Franchise Agreement. Additionally, Bombs Away Franchising may set minimum public review scores on internet sites like Yelp or Google.
If an evaluation is triggered by a governmental report, customer complaint, or the franchisee's non-compliance, Bombs Away Franchising may charge the franchisee for all out-of-pocket expenses and an evaluation fee. This comprehensive evaluation system ensures Bombs Away maintains quality and customer satisfaction across all franchise locations.