What is the Eos Worldwide franchisee required to do regarding client satisfaction?
Eos_Worldwide Franchise · 2025 FDDAnswer from 2025 FDD Document
Client Satisfaction and Other Programs: Subject to compliance with applicable law, you must institute and honor all EOS network satisfaction, loyalty and promotional programs that we require on the terms associated with such network programs, as specified in the Operations Manual, and verify your compliance with all such programs in writing at our request. It is especially critical for the goodwill and reputation of EOS that all Clients agree the Services received provide value to their businesses. Therefore, we require all of our franchisees adhere to our Client satisfaction program ("Client Satisfaction Program"). The Client Satisfaction Program requires that franchisees not charge any fee for any session if the Client
concludes the session did not provide sufficient business value and sets additional parameters for providing the Services to Clients. The Client Satisfaction Program (including the additional components and terms) is more fully described in the Operations Manual. We further require that you send an annual survey to your Clients to evaluate your performance. We may modify, change, eliminate or amend the terms of the Client Satisfaction Program or such other network programs on thirty (30) days' notice to you. We also reserve the right to contact all Clients directly for the purposes of determining their satisfaction with EOS.
Source: Item 8 — RESTRICTIONS ON SOURCES OF PRODUCTS AND SERVICES (FDD pages 28–31)
What This Means (2025 FDD)
According to the 2025 Eos Worldwide Franchise Disclosure Document, franchisees must institute and honor all EOS network satisfaction, loyalty, and promotional programs required by Eos Worldwide, complying with the terms specified in the Operations Manual. Franchisees must verify their compliance with these programs in writing upon request. Client satisfaction is critical for Eos Worldwide's reputation, so franchisees must adhere to the Client Satisfaction Program. This program mandates that franchisees not charge a fee for a session if the client concludes that the session did not provide sufficient business value, and it sets additional parameters for providing services to clients, as detailed in the Operations Manual.
Eos Worldwide also requires franchisees to send an annual survey to their clients to evaluate their performance. Eos Worldwide retains the right to modify, change, eliminate, or amend the terms of the Client Satisfaction Program or other network programs, providing thirty days' notice to the franchisee. Additionally, Eos Worldwide reserves the right to contact clients directly to determine their satisfaction with EOS.
These requirements ensure that Eos Worldwide maintains a consistent standard of service and client satisfaction across all franchise locations. By implementing these programs and adhering to the Client Satisfaction Program, franchisees contribute to the overall goodwill and reputation of the Eos Worldwide brand. The annual survey and the possibility of direct contact from Eos Worldwide allow for ongoing monitoring and improvement of service quality.