Must a Chocolate Fish Coffee franchisee participate in programs for obtaining customer evaluations?
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 programs for obtaining customer evaluations. The franchisee bears the expense of participating in these programs, which may include a customer feedback system, customer survey programs, and mystery shopping. Chocolate Fish Coffee will share the results of these programs with the franchisee, specifically as they relate to the franchisee's business.
Chocolate Fish Coffee may set minimum score requirements for these programs, which the franchisee must meet or exceed. Furthermore, Chocolate Fish Coffee has the right to set minimum scores that franchisees must receive from the public on internet review sites like Yelp or Google.
This requirement ensures that Chocolate Fish Coffee maintains a consistent brand standard and gathers ongoing feedback to improve customer service and overall business performance. It also allows Chocolate Fish Coffee to monitor franchisee compliance and address any issues that may arise based on customer feedback and evaluation results. For a prospective franchisee, this means allocating resources for these programs and actively working to meet or exceed the minimum score requirements set by Chocolate Fish Coffee.