Who determines the frequency and extent of the Cream mystery shopper evaluations?
Cream Franchise · 2025 FDDAnswer from 2025 FDD Document
| Type of Fee | Amount | Due Date | Remarks 1, 2 |
|---|---|---|---|
| Mystery Shoppers | Reimbursement of our costs and expenses | As incurred | We may engage an independent shopping service to evaluate your Shop. We will determine the frequency, nature, and extent of the evaluation services. You must reimburse all fees and costs charged by the independent shopping service. |
Source: Item 6 — OTHER FEES (FDD pages 13–17)
What This Means (2025 FDD)
According to Cream's 2025 Franchise Disclosure Document, Cream determines the frequency, nature, and extent of mystery shopper evaluations. Cream may engage an independent shopping service to evaluate a franchise location. As a franchisee, you are responsible for reimbursing Cream for all fees and costs charged by the independent shopping service.
This means that Cream has the right to use mystery shoppers to assess the quality of service, cleanliness, and overall customer experience at your franchise. The frequency of these evaluations is not fixed, so Cream could conduct them regularly or sporadically, depending on their assessment needs. The 'nature' of the evaluations refers to what aspects of the business are being assessed (e.g., employee friendliness, speed of service, product quality), while the 'extent' refers to how comprehensive the evaluation is (e.g., whether it's a brief visit or a more detailed assessment).
The cost of these mystery shopper evaluations is borne by the franchisee, meaning that you will have to pay for the service. This is in addition to other fees outlined in the FDD. Mystery shopping is a fairly common practice in the franchise industry, particularly in food service, as it helps franchisors maintain brand standards and identify areas where franchisees may need additional support or training.
As a prospective Cream franchisee, it would be prudent to inquire about the typical frequency and cost of mystery shopper evaluations. Understanding how often these evaluations occur and what they generally cost can help you budget accordingly and prepare your staff for consistent quality control.