Who pays for the Crave Cookies franchisee's participation 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 responsible for covering the expenses associated with participating in customer evaluation programs. These programs are required by Crave Cookies Franchising and may include customer feedback systems, customer survey programs, and mystery shopping.
This means that as a Crave Cookies franchisee, you will need to budget for these ongoing costs. These programs are designed to gather customer evaluations, assess compliance with the Crave Cookies system, and manage customer complaints. The franchisor will share the results of these programs with the franchisee, specifically as they relate to the franchisee's business.
Furthermore, Crave Cookies Franchising may set minimum score requirements for these programs, including scores received on internet review sites like Yelp or Google. Franchisees must meet or exceed these minimum scores. This highlights the importance of allocating sufficient resources to ensure positive customer experiences and maintain compliance with the franchisor's standards. Failing to meet these standards could potentially lead to further action from the franchisor.