Who pays for the Franchisee's participation in programs for obtaining customer evaluations for a Crave Cookies franchise?
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, the franchisee is responsible for covering the expenses associated with participating in customer evaluation programs. Crave Cookies may require franchisees to participate in programs designed to obtain customer evaluations, review compliance with the Crave Cookies system, and manage customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping.
This means that a Crave Cookies franchisee will need to budget for these ongoing expenses. The costs can vary depending on the specific programs Crave Cookies requires and the frequency of these evaluations. It is important to note that Crave Cookies will share the results of these programs with the franchisee, which can be valuable for improving the business.
Furthermore, Crave Cookies may set minimum score requirements for these programs and also set minimum scores that franchisees must receive from the public on internet review sites like Yelp or Google. This highlights the importance of maintaining high customer satisfaction and actively managing the store's online reputation. Failing to meet these minimum score requirements could potentially lead to further action from the franchisor, as detailed elsewhere in the Franchise Agreement.