Are Mr. Sandless franchisees required to participate in customer surveys?

According to Mr. Sandless's 2025 Franchise Disclosure Document, Mr. Sandless may periodically assist franchises in maintaining high-quality standards through customer surveys, customer interviews, and other similar initiatives. These initiatives are referred to as "Surveys" in the document. The cost of these programs will be paid by the Advertising Fund. However, if a franchisee's survey results fall below the system's established minimum standards for surveys, the cost of these programs may be charged directly to the franchisee. Any fees charged to and paid by the franchisee will be contributed to the Advertising Fund.

This means that while participation in customer surveys is not explicitly mandatory, Mr. Sandless reserves the right to implement these surveys to monitor quality standards within the franchise system. If a franchisee's performance, as measured by these surveys, is subpar, they may incur additional costs to cover the survey expenses. These costs are then funneled back into the Advertising Fund, which is used for marketing and promotional activities for the Mr. Sandless brand.

For a prospective franchisee, this implies that maintaining high standards of service and customer satisfaction is crucial. Consistently poor survey results could lead to unexpected expenses, impacting profitability. It also highlights the importance of adhering to Mr. Sandless's operational standards and guidelines to ensure positive customer feedback and avoid potential penalties. Franchisees should inquire about the specific minimum standards for surveys and the criteria used to evaluate performance to fully understand the potential financial implications.

This approach to quality control, where franchisees may bear the cost of surveys if their performance is lacking, is not uncommon in the franchise industry. It incentivizes franchisees to prioritize customer satisfaction and uphold brand standards. However, it's essential for prospective franchisees to carefully review the terms and conditions related to these surveys and understand their obligations to avoid any surprises.