What is the franchisee required to do regarding customer complaints for a Desi District franchise?
Desi_District Franchise · 2024 FDDAnswer from 2024 FDD Document
- 7.8 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints.
Desi District Franchise Group may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Desi District Franchise Group may require Franchisee to reimburse Desi District Franchise Group for any expenses.
- 7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Desi District Franchise Group 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.
Desi District Franchise Group 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 Desi District Franchise Group for such programs. Desi District Franchise Group 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 52)
What This Means (2024 FDD)
According to the 2024 Desi District Franchise Disclosure Document, franchisees are required to address customer complaints. Franchisees must use their best efforts to promptly resolve any customer complaints they receive.
Desi District has the right to take action to resolve customer complaints and may require the franchisee to reimburse Desi District for any expenses incurred while resolving the complaint. Franchisees must also participate in programs required by Desi District to obtain customer evaluations, review compliance with the system, and manage customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping.
Desi District will share the results of these programs with the franchisee as they pertain to their business. Franchisees must meet or exceed any minimum score requirements set by Desi District for these programs, which may include minimum scores on internet review sites like Yelp or Google. These stipulations ensure that franchisees maintain customer service standards and address complaints effectively, while also allowing Desi District to monitor and manage customer feedback across all franchise locations.