Is a Cicis franchisee required to maintain good customer relations?
Cicis Franchise · 2025 FDDAnswer from 2025 FDD Document
(6) To maintain a competent, conscientious, trained staff and to take such steps as are necessary to ensure that your employees preserve good customer relations and comply with such dress code as we may prescribe.
(9) To participate, at your expense, in the conduct of any test marketing and mystery shopper or other customer satisfaction programs we authorize.
Source: Item 22 — CONTRACTS (FDD pages 64–65)
What This Means (2025 FDD)
According to Cicis's 2025 Franchise Disclosure Document, franchisees are required to maintain good customer relations. Specifically, franchisees must maintain a competent, conscientious, and trained staff to ensure good customer relations. Franchisees must also ensure that their employees comply with any dress code that Cicis may prescribe.
This requirement highlights the importance Cicis places on customer experience. By mandating that franchisees prioritize good customer relations, Cicis aims to ensure a consistent and positive brand image across all locations. This is a common practice in franchising, as customer satisfaction directly impacts brand reputation and repeat business.
Furthermore, Cicis requires franchisees to participate in test marketing, mystery shopper, or other customer satisfaction programs. This allows Cicis to gather feedback and assess the customer experience at various locations, ensuring that franchisees are meeting the brand's standards for customer service. This also provides franchisees with valuable insights into areas where they can improve their customer relations efforts.
In addition to the above, Cicis also requires franchisees to handle all complaints connected to their restaurant and promptly notify them of any complaints or governmental actions or inquiries related to the restaurant. This ensures that Cicis is aware of any issues that may be affecting customer satisfaction and can work with the franchisee to resolve them.