For Crave Cookies franchisees, what is the deadline to hire a reputation management and improvement company after a third infraction, assuming the rating has not improved above 4.5 stars?
Crave_Cookies Franchise · 2025 FDDAnswer from 2025 FDD Document
III. Failure to Maintain a Minimum 4.5-Star Rating on Online Review Platforms:
- a. First Infraction: Immediate notification and requirement for correction within 30 days.
- b. Second Infraction: Comprehensive improvement plan required (if not improved above 4.5 stars within 30 day period).
- c. Third Infraction: Mandatory hiring of a reputation management and improvement company if not improved above 4.5 stars within 60 day period.
Source: Item 22 — CONTRACTS (FDD page 47)
What This Means (2025 FDD)
According to Crave Cookies' 2025 Franchise Disclosure Document, a franchisee must hire a reputation management and improvement company within 60 days of a third infraction for failing to maintain a minimum 4.5-star rating on online review platforms, provided their rating has not improved above 4.5 stars during that period. This requirement is part of the escalation of penalties for non-compliance with Crave Cookies' standards.
This policy highlights the importance Crave Cookies places on maintaining a positive online reputation. For a prospective franchisee, this means that consistently monitoring and managing online reviews is crucial. Failure to do so can lead to mandated expenses for reputation management services, impacting profitability.
The specific mention of a 4.5-star threshold indicates that Crave Cookies actively monitors online reviews and enforces this standard. Franchisees should be prepared to invest time and resources in responding to customer feedback and addressing any negative reviews promptly to avoid falling below this threshold and incurring additional costs. This also means understanding which online review platforms are monitored by Crave Cookies and prioritizing those platforms in their reputation management efforts.