Does Eos Worldwide reserve the right to contact Clients directly to determine their satisfaction?
Eos_Worldwide Franchise · 2025 FDDAnswer from 2025 FDD Document
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 Eos Worldwide's 2025 Franchise Disclosure Document, Eos Worldwide retains the right to directly contact a franchisee's clients to assess their satisfaction with the services provided. This is part of Eos Worldwide's broader strategy to maintain the goodwill and reputation of the brand.
The FDD states that franchisees must adhere to Eos Worldwide's Client Satisfaction Program, which includes not charging fees for sessions that clients deem as not providing sufficient business value. Additionally, franchisees are required to send an annual survey to their clients to evaluate their performance. Eos Worldwide can modify or eliminate the terms of the Client Satisfaction Program with thirty days' notice to the franchisee.
This direct contact allows Eos Worldwide to independently verify the quality of service being delivered by its franchisees and to identify any potential issues or areas for improvement. For a prospective franchisee, this means that client feedback is not solely managed by the franchisee, and Eos Worldwide has an independent mechanism to ensure service standards are met across the franchise system. This also ensures that Eos Worldwide can maintain a consistent brand experience and address any systemic issues that may arise.
This practice is not uncommon in franchising, as franchisors often implement quality control measures to protect their brand and ensure customer satisfaction. However, it's important for prospective franchisees to understand the extent of Eos Worldwide's involvement in client relations and how this might impact their day-to-day operations and client interactions.