What is a Chocolate Fish Coffee franchisee's obligation regarding the resolution of customer complaints?
Chocolate_Fish_Coffee Franchise · 2024 FDDAnswer from 2024 FDD Document
- 7.8 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints.
Chocolate Fish Franchising may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Chocolate Fish Franchising may require Franchisee to reimburse Chocolate Fish Franchising for any expenses.
- 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 the 2024 Chocolate Fish Coffee Franchise Disclosure Document, franchisees are obligated to address customer complaints. Franchisees must use their best efforts to promptly resolve any customer complaints. Chocolate Fish Coffee has the right to take action to resolve customer complaints and may require the franchisee to reimburse Chocolate Fish Coffee for any expenses incurred in resolving the complaints.
Chocolate Fish Coffee requires franchisees to participate in programs designed to obtain customer evaluations, review compliance with the Chocolate Fish Coffee system, and manage 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 as they pertain to their business.
Furthermore, Chocolate Fish Coffee may set minimum score requirements for these programs that the franchisee must meet or exceed. Chocolate Fish Coffee may also set minimum scores that franchisees must receive from the public on internet review sites, such as Yelp or Google. These requirements ensure that franchisees maintain a certain level of customer satisfaction and uphold the brand's reputation.