What does Crave Cookies Franchising share with the franchisee regarding evaluation and compliance 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 must participate in programs required by Crave Cookies Franchising to obtain customer evaluations, review compliance with the system, and manage customer complaints. These programs, which are at the franchisee's expense, may include customer feedback systems, 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 will receive feedback and data from customer evaluations, compliance reviews, and complaint management programs. This information is intended to help franchisees understand how their business is performing in terms of customer satisfaction and adherence to Crave Cookies' standards. The franchisee is responsible for the costs associated with participating in these programs, which could include fees for customer surveys or mystery shopping services.
Furthermore, Crave Cookies may set minimum score requirements for these programs, as well as minimum scores that franchisees must receive from the public on internet review sites like Yelp or Google. Franchisees must meet or exceed these minimum scores. This indicates that Crave Cookies places a strong emphasis on maintaining consistent quality and customer satisfaction across all franchise locations, and that franchisees are expected to actively manage their online reputation and address any negative feedback.
Overall, this requirement ensures that Crave Cookies franchisees are actively involved in monitoring and improving their business operations based on customer feedback and compliance standards. By sharing the results of these programs, Crave Cookies aims to provide franchisees with the insights they need to enhance customer satisfaction and maintain brand consistency. The potential risk for franchisees is the cost associated with these programs and the pressure to meet or exceed minimum score requirements, which could impact their overall profitability and operational focus.