What does Crave Cookies Franchising share with the Franchisee regarding 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' 2025 Franchise Disclosure Document, franchisees are required to participate in customer evaluation programs at their own expense. These programs may include a customer feedback system, customer survey programs, and mystery shopping. Crave Cookies Franchising will share the results of these programs with the franchisee, specifically as they pertain to the franchisee's business.
This means that Crave Cookies franchisees must allocate resources to participate in these evaluation programs, bearing the costs associated with them. However, they will also receive feedback from Crave Cookies Franchising based on these evaluations. This feedback is intended to help franchisees understand customer perceptions and identify areas for improvement in their business operations.
Furthermore, franchisees must meet or exceed any minimum score requirements set by Crave Cookies Franchising for these programs. Crave Cookies Franchising may also set minimum scores that franchisees must receive from the public on internet review sites like Yelp or Google. This indicates that a franchisee's performance in these evaluations can impact their standing with the franchisor and their public reputation.