Must a Chocolate Fish Coffee franchisee participate in customer evaluation programs?
Chocolate_Fish_Coffee 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 Chocolate Fish 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.
Chocolate Fish 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 Chocolate Fish Franchising for such programs.
Chocolate Fish Franchising may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
Source: Item 23 — RECEIPTS (FDD pages 41–119)
What This Means (2024 FDD)
According to Chocolate Fish Coffee's 2024 Franchise Disclosure Document, franchisees are required to participate in customer evaluation programs. The franchisee bears the expense of participating in programs required by Chocolate Fish Franchising for obtaining customer evaluations, reviewing compliance with the Chocolate Fish Coffee system, and managing customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping.
Chocolate Fish Coffee will share the results of these programs with the franchisee, specifically as they pertain to the franchisee's business. Furthermore, franchisees must meet or exceed any minimum score requirements set by Chocolate Fish Coffee for these programs. Chocolate Fish Coffee also has the right to set minimum scores that franchisees must receive from the public on internet review sites, such as Yelp or Google.
This requirement ensures that Chocolate Fish Coffee maintains a consistent brand standard across all locations and addresses customer concerns effectively. By setting minimum score requirements, Chocolate Fish Coffee incentivizes franchisees to provide high-quality service and maintain a positive brand reputation. The cost of participation in these programs is the responsibility of the franchisee, which is a common practice in franchising, as it aligns the cost with the direct beneficiary of the feedback and compliance review.