What efforts must a Crave Cookies Franchisee use to resolve customer complaints?
Crave_Cookies Franchise · 2025 FDDAnswer from 2025 FDD Document
- 7.14 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints.
Crave Cookies Franchising may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Crave Cookies Franchising may require Franchisee to reimburse Crave Cookies Franchising for any expenses.
- 7.15 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Crave Cookies 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.
Crave Cookies 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 Crave Cookies Franchising for such programs.
Crave Cookies Franchising may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
Source: Item 22 — CONTRACTS (FDD page 47)
What This Means (2025 FDD)
According to Crave Cookies' 2025 Franchise Disclosure Document, franchisees are required to use their best efforts to promptly resolve any customer complaints. Crave Cookies Franchising retains the right to take action it deems appropriate to resolve customer complaints and may require the franchisee to reimburse any expenses incurred.
Crave Cookies also mandates franchisee participation in programs designed to obtain customer evaluations, review compliance with the Crave Cookies system, and manage customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. The results of these programs will be shared with the franchisee, and the franchisee must meet or exceed any minimum score requirements set by Crave Cookies for these programs.
Furthermore, Crave Cookies may set minimum scores that franchisees must receive from the public on internet review sites like Yelp or Google. This indicates that Crave Cookies places a strong emphasis on customer satisfaction and online reputation management, holding franchisees accountable for addressing customer concerns and maintaining positive reviews.