What is the Care Plus Medical Ucc Franchisee's responsibility for managing customer complaints?
Care_Plus_Medical_Ucc Franchise · 2024 FDDAnswer from 2024 FDD Document
- 7.8 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints.
Care Plus Medical UCC may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Care Plus Medical UCC may require Franchisee to reimburse Care Plus Medical UCC for any expenses.
- 7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Care Plus Medical UCC 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.
Care Plus Medical UCC 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 Care Plus Medical UCC for such programs.
Care Plus Medical UCC 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 page 41)
What This Means (2024 FDD)
According to Care Plus Medical Ucc's 2024 Franchise Disclosure Document, franchisees are expected to promptly resolve customer complaints. Care Plus Medical Ucc retains the right to take action to resolve customer complaints and may require the franchisee to reimburse Care Plus Medical Ucc for any expenses incurred in resolving the complaints.
Care Plus Medical Ucc requires franchisees to participate in programs designed to obtain customer evaluations, review compliance with the Care Plus Medical Ucc system, and manage customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. Franchisees are responsible for the expenses associated with participating in these programs. Care Plus Medical Ucc will share the results of these programs with the franchisee as they pertain to their business.
Franchisees must meet or exceed any minimum score requirements set by Care Plus Medical Ucc for these programs. Care Plus Medical Ucc may also set minimum scores that franchisees must receive from the public on internet review sites like Yelp or Google. This means that franchisees need to actively manage their online reputation and ensure customer satisfaction to maintain these minimum scores.