Is a Crave franchisee required to participate in customer surveys and satisfaction audits?
Crave Franchise · 2025 FDDAnswer from 2025 FDD Document
You shall participate in all customer surveys and satisfaction audits, which may require that you provide discounted or complimentary products, provided that such discounted or complimentary sales shall
not be included in the Gross Sales of the Franchised Business. Additionally, you shall participate in any complaint resolution and other programs as we may reasonably establish for the System, which programs may include, without limitation, providing discounts or refunds to customers.
7.11 Mystery Shopper Service
We may designate an independent evaluation service to conduct a "mystery shopper" quality control and evaluation program with respect to Franchised Businesses. You agree that the Franchised Business will participate in such mystery shopper program, as prescribed and required by us, provided that Crave businesses owned by us, our affiliates and our franchisees also will participate in such program to the extent we have the right to require such participation, and you further agree to pay all fees related to such mystery shopper program.
Source: Item 23 — RECEIPTS (FDD pages 63–253)
What This Means (2025 FDD)
According to Crave's 2025 Franchise Disclosure Document, franchisees are required to participate in customer surveys and satisfaction audits. This participation may involve providing discounted or complimentary products to customers. However, the FDD specifies that these discounted or complimentary sales will not be included in the calculation of the Franchised Business's Gross Sales.
Crave may also designate an independent evaluation service to conduct a "mystery shopper" program to evaluate the quality and control of Franchised Businesses. Franchisees are required to participate in this program and pay all associated fees. The FDD states that Crave businesses owned by the company, its affiliates, and other franchisees will also participate in the mystery shopper program to the extent that Crave has the right to require their participation.
These measures indicate that Crave places a strong emphasis on monitoring customer satisfaction and maintaining quality standards across all franchise locations. By implementing surveys, audits, and mystery shopper programs, Crave aims to gather feedback, identify areas for improvement, and ensure consistency in the customer experience. The costs associated with these programs, such as providing discounts or paying mystery shopper fees, are the responsibility of the franchisee.