Is a Chicken Guy franchisee required to reimburse Chicken Guy for costs related to customer service satisfaction and secret shopper programs?
Chicken_Guy Franchise · 2025 FDDAnswer from 2025 FDD Document
- N. Customer Service Satisfaction and Secret Shopper Programs. In order to (among other things) maintain and enhance the goodwill associated with the Proprietary Marks, the System and each Chicken Guy! Restaurant, Franchisee agrees to participate in programs initiated to verify customer satisfaction and/or Franchisee's compliance with all operational and other aspects of the System, including (but not limited to) customer service satisfaction program, secret shoppers or other programs as Chicken Guy may require. Chicken Guy will share the results of these programs, as they pertain to the Franchised Restaurant, with Franchisee. Franchisee will reimburse Chicken Guy for all costs related to the Franchised Restaurant associated with any and all of these programs.
Source: Item 22 — CONTRACTS (FDD page 50)
What This Means (2025 FDD)
According to the 2025 Chicken Guy Franchise Disclosure Document, franchisees are required to participate in programs initiated by Chicken Guy to verify customer satisfaction and compliance with operational standards. These programs may include customer service satisfaction programs and secret shopper initiatives.
The FDD states that Chicken Guy will share the results of these programs with the franchisee, specifically as they pertain to the franchised restaurant. This allows the franchisee to understand areas where they excel and areas needing improvement, based on customer feedback and evaluations.
Most importantly, the franchisee is responsible for reimbursing Chicken Guy for all costs associated with these programs as they relate to their specific franchised restaurant. This means that franchisees should budget for these potential reimbursement costs, as they are mandatory for maintaining brand standards and assessing operational effectiveness.