Who pays for the Crown Gold Exchange franchisee's participation in customer evaluation and compliance programs?
Crown_Gold_Exchange Franchise · 2024 FDDAnswer from 2024 FDD Document
- 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, the franchisee is responsible for covering the expenses associated with participating in customer evaluation and compliance programs. These programs are mandated by Crown Gold Franchising and are designed to gather customer feedback, assess the franchisee's adherence to the Crown Gold Exchange system, and handle customer complaints.
The programs may include various methods such as customer feedback systems, customer survey programs, and mystery shopping. Crown Gold Franchising will share the results of these evaluations with the franchisee, specifically as they relate to the franchisee's business.
Furthermore, Crown Gold Exchange may establish minimum score requirements for these programs, and franchisees must meet or exceed these benchmarks. Crown Gold Franchising may also set minimum score requirements for public internet review sites like Yelp or Google. This means that franchisees need to allocate resources to ensure they actively manage and improve customer satisfaction to meet the franchisor's standards and maintain a positive online reputation.