Under what condition may the cost of customer surveys be charged directly to a Mr. Sandless franchisee?

According to the 2025 Mr. Sandless Franchise Disclosure Document, the cost of customer surveys will typically be covered by the Advertising Fund. However, if a Mr. Sandless franchisee's survey results fall below the minimum standards established by the Mr. Sandless system, the cost of these surveys may be charged directly to the franchisee. Any fees charged to the franchisee for this reason will be contributed back into the Advertising Fund.

This policy creates an incentive for Mr. Sandless franchisees to maintain high-quality standards in their service and customer interactions. By linking survey performance to potential cost burdens, Mr. Sandless encourages franchisees to prioritize customer satisfaction and adhere to system-wide quality benchmarks. This ensures a consistent brand experience and protects the overall reputation of the Mr. Sandless brand.

For a prospective franchisee, this means that consistently meeting or exceeding the minimum standards in customer surveys is crucial to avoid incurring additional costs. Understanding the specific metrics and benchmarks used in these surveys will be important for managing and training staff to deliver excellent service. It would be prudent for a potential franchisee to inquire about the specific standards used in these surveys during their due diligence process to fully understand the expectations and potential financial implications.