Under what condition can the cost of customer surveys be charged directly to a Brightstar Care franchisee?
Brightstar_Care Franchise · 2025 FDDAnswer from 2025 FDD Document
We may periodically assist franchisees to maintain high quality standards through customer surveys, customer interviews, and other similar initiatives ("Surveys'). The cost of such programs can be paid by the General Marketing Fund and charged directly to you if your results from a Survey fall below System-established minimum standards for such Surveys. Any such fees charged will be contributed to the General Marketing Fund.
Source: Item 22 — CONTRACTS (FDD pages 117–118)
What This Means (2025 FDD)
According to Brightstar Care's 2025 Franchise Disclosure Document, the cost of customer surveys can be charged directly to a franchisee under specific circumstances related to performance standards. Brightstar Care periodically assists franchisees in maintaining quality standards through customer surveys, interviews, and similar initiatives. These surveys are designed to help franchisees uphold the brand's reputation and service quality.
The cost of these survey programs is typically covered by the General Marketing Fund. However, if a franchisee's survey results fall below the minimum standards established by Brightstar Care for the entire system, the cost of the surveys can be directly charged to that franchisee. This policy serves as an incentive for franchisees to maintain high standards of service and customer satisfaction.
Any fees charged to a franchisee due to substandard survey results are then contributed back into the General Marketing Fund. This ensures that the funds are used to support the overall marketing and quality improvement efforts of the Brightstar Care system. This policy encourages all franchisees to strive for excellence in customer service, as poor performance can result in additional costs.