Is the Crave Cookies franchisee required to participate in customer evaluation programs?
Crave_Cookies Franchise · 2025 FDDAnswer from 2025 FDD Document
- 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's 2025 Franchise Disclosure Document, franchisees are required to participate in customer evaluation programs. The franchisee must participate at their own expense in programs required by Crave Cookies for obtaining customer evaluations, reviewing compliance with the Crave Cookies system, and managing customer complaints. These programs may include a customer feedback system, customer survey programs, and mystery shopping.
Crave Cookies will share the results of these programs with the franchisee, specifically as they pertain to the franchisee's business. Furthermore, franchisees must meet or exceed any minimum score requirements set by Crave Cookies for these programs. This includes potentially meeting minimum scores from public internet review sites like Yelp or Google.
This requirement ensures that Crave Cookies maintains a consistent brand standard and customer experience across all franchise locations. By participating in these programs, franchisees gain valuable insights into customer satisfaction and areas for improvement. However, franchisees should be aware that they will bear the costs associated with participating in these evaluation programs, and failure to meet minimum score requirements could result in further action from Crave Cookies.