What is a Crown Gold Exchange franchisee required to do regarding customer complaints?
Crown_Gold_Exchange Franchise · 2024 FDDAnswer from 2024 FDD Document
- 7.8 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints.
Crown Gold Franchising may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Crown Gold Franchising may require Franchisee to reimburse Crown Gold Franchising for any expenses.
- 7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Crown Gold 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.
Crown Gold 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 Crown Gold Franchising for such programs.
Crown Gold 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 pages 38–39)
What This Means (2024 FDD)
According to Crown Gold Exchange's 2024 Franchise Disclosure Document, franchisees are required to use their best efforts to promptly resolve any customer complaints. Crown Gold Franchising retains the right to take any action it deems appropriate to resolve customer complaints and may require the franchisee to reimburse Crown Gold Franchising for any expenses incurred in resolving the complaints.
Crown Gold Exchange franchisees must participate in programs required by Crown Gold Franchising for obtaining customer evaluations, reviewing compliance with the system, and managing customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. Crown Gold Franchising will share the results of these programs with the franchisee as they pertain to their business.
Furthermore, Crown Gold Franchising may set minimum score requirements for these programs, including minimum scores that franchisees must receive from the public on internet review sites like Yelp or Google. This means that franchisees need to actively manage their online reputation and customer feedback to meet the franchisor's standards. These stipulations ensure that Crown Gold Exchange maintains consistent customer service standards across all franchise locations and addresses customer concerns effectively.